Terms

These terms are in two parts. Part A applies to anyone using this website, including the Check, whether or not you ever book anything. Part B applies once you book a call or a visit — it is the agreement between us.

Part A — Using this website

1. Who we are

• Registered with the Information Commissioner’s Office, registration number ZC099748
• HCPC-registered physiotherapist, registration number PH144190
• Email karam@klariohealth.co.uk

2. This website is not medical advice

Everything on this site is general information about how people lose independence at home and what can help. It is not advice about a particular person, and it is not a diagnosis.

Do not delay seeing a doctor because of something you read here, and do not stop anything a doctor has told someone to do.

This is not an emergency service. We do not monitor this website, and nobody sees your messages outside working hours. If someone is unwell and you need advice now, call NHS 111. If it is an emergency, call 999.

3. The Check

The Check is a set of questions about how someone is managing at home. It is free and there is no obligation. It is a structured way to organise what you have noticed, so you can act on it or bring it to someone who can.

What it is not: it is not an assessment, a diagnosis, a screening test, or a clinical opinion. It is not read as you fill it in. If you send it to us, it reaches an inbox and is read during working hours — not immediately.

Nothing in the Check should be treated as a reason to wait. If you are worried about someone right now, contact their GP, NHS 111, or 999.

Your answers stay on your device until you choose to send them. How we handle them if you do is set out in our privacy notice.

4. Using the site properly

Do not attempt to disrupt the site, extract data from it by automated means, or use it to send anything unlawful or abusive. We may block access if you do.

5. What belongs to us

The text, design, photographs and structure of this site belong to us or to our licensors. You may read, print and share pages for your own personal or family use. You may not republish them commercially or present them as your own.

Where we link to another organisation — the NHS, HCPC, a charity — we do not control what is on their site and we are not responsible for it.

Part B — Terms of engagement

These apply from the moment you book.

6. Who the client is

This matters, and it is often confusing, so we set it out plainly.

The person we treat is our patient. Everything clinical — consent, confidentiality, the record, the plan — belongs to them.

The person who books and pays may be someone else, usually a son or daughter. If that is you, you are our customer for the purposes of this contract, and you are responsible for the fee. You are not automatically entitled to see their clinical record or to direct their care.

We will not treat anyone who does not agree to be treated. If we arrive and the person does not want us there, we will stop, leave, and not charge for the visit. This happens sometimes and it is nobody’s fault.

If the person cannot make that decision for themselves, we act under the Mental Capacity Act 2005. We will ask whether anyone holds a lasting power of attorney for health and welfare, and we will work in the person’s best interests. Tell us in advance if this applies — it changes how the first visit runs.

What we share with you. With the person’s agreement, we will tell you what we found and what the plan is. Without it, we will tell you only that the visit happened. We will always be clear with you about which of those is the case.

7. What we provide

The free call. Around 15 minutes by phone with a physiotherapist. We listen, ask questions, and tell you honestly whether we are the right service. There is no charge and no obligation. If we are not the right answer, we will say so and point you elsewhere.

Home Recovery Assessment — £150. A visit at home, usually about an hour. Assessment of strength, balance, walking, stairs and the everyday activities that matter to the person. You get a written Recovery Plan within 48 hours. There is no extra charge if the visit runs over.

Anything beyond that is agreed separately, in writing, with the price stated before it starts. We will never add something to your bill that you have not agreed to.

8. What we do not provide

• Emergency or urgent care. We are not available out of hours.
• Round-the-clock monitoring. There is no device, no alarm, nobody watching.
• Personal care, domestic help, or a care agency service.
• A replacement for the NHS. We work alongside it. Where an NHS referral is the right answer, the plan will say so in terms a GP can act on.
• Prescribing, or any decision about medication.

9. Booking, and when the contract starts

You book through the website or by contacting us. The contract begins when we confirm the appointment in writing, not when you request it.

We may decline a booking — usually because the person needs a different service, or because the visit falls outside the area we cover. We will tell you why.

10. Payment

Prices include everything for the service described. There is no travel charge within our stated area, no charge for the written plan, and no charge for a visit that runs over.

If a fee is unpaid we will contact you before taking any further step. We do not charge interest on a first late payment.

11. Cancelling

Your 14-day right to cancel. Because you booked at a distance, you may cancel for any reason within 14 days of us confirming the booking, and get a full refund. Email us — no reason needed.

If you want the visit sooner than 14 days, we need your express request to start within that period, and you should know that once the visit has taken place you lose the right to cancel it. If you cancel after the visit has been arranged but before it happens, you pay nothing. If you cancel part-way through a course of agreed sessions, you pay for what has been delivered.

After the 14 days. Please give us as much notice as you can. If nobody is home when we arrive, or an appointment is cancelled at very short notice, we may charge to cover the reserved time — but we will not apply that the first time, or where something has genuinely gone wrong. Someone was admitted to hospital, someone had a fall. Tell us what happened.

If we cancel, we will offer the next available appointment and refund anything you have paid if you would rather not rebook.

12. The visit itself

We need a safe place to work. That means someone able to let us in, enough space to walk and move, and pets secured if they are anxious around strangers.

Tell us in advance about anything that affects safety — infection, aggression, a hoarded or unheated property, anyone else in the home who may be a risk. We are not judging; we are planning.

We may end a visit early and leave if a situation is unsafe, or if anyone is abusive to us. We will explain why, in writing.

13. Safeguarding

If we believe an adult is at risk of abuse or neglect, we are professionally obliged to act. That may mean contacting the local authority safeguarding team, the GP, or emergency services — and we may do it without the person’s agreement, and without yours.

We will normally tell the person first, unless doing so would put them at greater risk.

14. If something goes wrong

Tell us. Email karam@klariohealth.co.uk. We will acknowledge quickly and give you a full response in writing. If it will take longer than we expect, we will tell you why and when to expect it.

If you are not satisfied with how we handle it, you can raise a concern about clinical practice with the Health and Care Professions Council at hcpc-uk.org, or about how we handled your information with the Information Commissioner’s Office at ico.org.uk. You do not have to come to us first.

15. What we can and cannot promise

We will apply reasonable skill and care, in line with HCPC standards and current physiotherapy practice.

We cannot promise an outcome. Recovery depends on the person, their condition, and what they do between visits. Nobody honest promises otherwise.

16. Liability

We do not limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

For anything else — a missed appointment, a delay, a financial loss — our liability is limited to the fees you have paid us for the service concerned. We are not liable for losses that were not reasonably foreseeable, or for the acts of any other service you engage on the strength of our plan.

Nothing here affects your rights under the Consumer Rights Act 2015.

17. Your information

Set out in full in our privacy notice. In short: clinical records are confidential, we ask before contacting a GP, and we keep records for as long as the law requires — which is longer than you might expect, and not something we can shorten on request.

18. Changes

We may update these terms. The version that applies to you is the one published when you booked. We will send you the current version before your first visit.

19. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may bring proceedings there.