Policies

1. Class Passes

Exercise classes are run in 15-week blocks. The class duration is 1 hour. Current class attendees have the first option to continue in the next block. The cost of studio & zoom classes will be the same from 2023 and can be used interchangeably.

Single Block Pass (15 weeks): £270 Plus 1 x FREE 30 min massage valued at £50 if purchased before 31 December 2022.

Double Block Pass (30 weeks): £520 (Save £20) Plus 1 x FREE session* valued at £70 if purchased before 31 December 2022.

Annual Block Pass (45 weeks): £750 (Save £60) Plus 2 x FREE sessions* Valued at £140 if purchased before 31 December 2022.

Couples Single Block Pass (15 weeks): £260 Plus 1 x FREE 30 min massage valued at £50 if purchased before 31 December 2022. Your significant other must be attending the same block for this pass option to be valid.

*FREE sessions include your choice of 1-hour massage, 1-hour 1-2-1 Personal Training/Pilates Matwork/Pilates Reformer session, or a 45-minute Physio Initial Consultation.

No refunds on passes possible unless we are notified in advance, in writing of exceptional circumstances that mean you are unable to continue attending classes. In this instance, the cost of the used classes will be adjusted to the class cost of the closest package price according to the number of weeks completed, and the cost of any free gift sessions (£70 per session) will be deducted from your balance before the refund is processed. Refunds cannot be back dated prior to the date that written notice was given.

Participants joining part-way through a block will pay £18 per class for the remainder of the block.

We are expecting to run classes on Bank Holidays. If not, we will be in contact with the relevant class participants to make alternative arrangements.

2. Payment

Payment must be made at least one week before the start of the block. Failure to make a payment by this deadline may result in your place being given to the next person on the waiting list. Upfront payment for the full block is required in order to take advantage of the discounted class price and before the end of the current block (unless otherwise specified) in order to be awarded any bonus specials/ free sessions.

We accept debit/credit card payments or BACS transfers to Southfields Physiotherapy Ltd, sort code: 20-90-69, Acc no: 63548015

3. Missed classes, cancellations, no-shows and make-ups

We understand that you may have to miss a class. We would be grateful if you could advise reception that you will not be attending a class with as much notice as possible (a minimum of 2 hours is required to qualify for a make-up class). This makes it possible for us to facilitate the make-up process for everyone. No-shows in classes do not qualify for make-ups, and in addition, cancelled and missed classes do not qualify for a refund.

Make-Up class terms

Please contact reception to arrange your make up class. We will do our best to find a suitable slot but cannot guarantee this as class numbers are limited and we rely on class participants cancelling (rather than not turning up) in order to offer the space.
For antenatal class participants, we will only offer a space in a class with an instructor who is qualified to instruct antenatal Pilates. By agreement with both parties and the instructor, you may be able to do your make up class in a regular Pilates class.
Barre, Ballet, Zoom and Studio Pilates classes may be used interchangeably for make ups, but we must advise that Barre and Ballet classes may be significantly more challenging.
Make up classes must be done WITHIN THE CURRENT BLOCK and may be done in advance of a cancelled class. Make up classes may be used in the Summer Open Classes period if there is space.

4. Special circumstances:

Should you have any special circumstances, such as illness or injury, during your block, please inform not only your instructor but also, importantly, reception in writing as soon as possible. We may be able to assist you during this period. We cannot freeze accounts or offer refunds if we are not notified of your circumstances in writing.

5. Refunds and credits

Missed classes are not refundable. Should a class be cancelled by Southfields Physiotherapy, you will be entitled to a credit, which can be offset against the next Pilates block, or an additional make-up class will be offered. In certain special circumstances, as agreed by the Clinic Director, refunds will be issued. You may cancel within a block by providing 14 days’ notice in writing to This email address is being protected from spambots. You need JavaScript enabled to view it.

6. Pilates Class Introductory 1-2-1's for new starters

Pilates - New class participants are required to attend a Pilates 1-2-1 with your instructor prior to joining a Pilates class at Southfields Physiotherapy. During this assessment, a detailed medical history is taken and fundamental principles of Pilates are explained and taught practically. These sessions are considered an important component in the management of client safety and achieving better results.

7. Late arrivals

To ensure we can provide the best service for all class participants we kindly ask that you arrive on time for your scheduled class. Late arrivals can be disruptive for the instructor and other class participants. We will unfortunately not allow participation if you arrive more than 5 minutes after your scheduled class.

8. Waiver forms

In certain exceptional circumstances (for example, participants who are physiotherapists or personal trainers, or a client who has attended Pilates at a studio where they have been specifically trained in the Pilates principle), the Pilates 1-2-1 session may not be required. In this case, a waiver form is to be completed, signed and returned to Southfields Physiotherapy before the commencement of the first Pilates class.

9. Summer Open Classes & Christmas Closure

Classes stop for 4 weeks in Jul/Aug during the summer holidays, and for 3 weeks over the Festive Period in Dec/Jan. Participants will be notified in advance if a summer, open class programme will run during the summer 4-week break.

We ask that you show us and other patients consideration by calling at least 24 hours prior to your appointment if you are unable to attend.

Failure to keep your scheduled appointments at Southfields Physiotherapy hinders our ability to provide the best service to all our patients.

Please call us on 020 8870 8462 or email us at This email address is being protected from spambots. You need JavaScript enabled to view it. with your cancellation notification, this will allow us the opportunity to offer that appointment to another patient. Failure to give 24 hours’ notice will result in a full charge for the appointment.

If you are claiming for treatment through your medical insurer they will not pay the cancellation charge and you will be liable for this payment. Repeated late cancellations or no-shows are disruptive to the optimal delivery of care and service to all our patients.

Missed appointments prevent other patients from coming in at the same time and affect the consistency of your own and other patient’s rehabilitation programme or service.

Southfields Physiotherapy aims to meet the requirements of the Data Protection Act 2018, the General Data Protection Regulation (GDPR),the Information Commissioner’s Office (ICO) and the professional guidelines and requirements of the Health and Care Professions Council (HCPC).

This Privacy Policy is available to view on the practice website at www.southfieldsphysio.co.uk.

Privacy policy

This privacy policy ("Policy") describes how Southfields Physiotherapy Ltd. ("Southfields Physiotherapy Ltd.", "we", "us" or "our") collects, protects and uses the personally identifiable information ("Personal Information") you ("User", "you" or "your") may provide on the https://www.southfieldsphysio.co.uk website and any of its products or services (collectively, "Website" or "Services"). It also describes the choices available to you regarding our use of your Personal Information and how you can access and update this information. This Policy does not apply to the practices of companies that we do not own or control, or to individuals that we do not employ or manage.

Collection of personal information

The categories of data we process are Standard personal data (including but not limited to: name, address, date of birth, email address, telephone/mobile numbers, GP/Specialist details) and Special Category data (including but not limited to: medical history, health status data)

We receive and store Standard personal data that you knowingly provide to us when you fill in any online forms on the Website, or from our client management database (Nookal), when you fill in a consent form at your first appointment for any of our Services, or when you give us your details at the time of booking an appointment by phone. You can choose not to provide us with certain information, but this may limit the service we are able to provide to you. We receive and store Special Category data during face to face consultations with your health care practitioner, when you fill in certain health questionnaires prior to engaging in any Services, when such information is received from a referring specialist or when data comes in the form of investigation reports, such as MRI scan reports. Users who are uncertain about what information is mandatory are welcome to contact us. The purpose of us processing this data is to provide optimum health care to you in accordance with professional regulatory codes of practice.

Collection of non-personal information

When you visit the Website our servers automatically record information that your browser sends. This data may include information such as your device's IP address, browser type and version, operating system type and version, language preferences or the webpage you were visiting before you came to our Website, pages of our Website that you visit, the time spent on those pages, information you search for on our Website, access times and dates, and other statistics.

The lawful basis for processing personal data

The lawful basis of processing Standard personal data a) is for consent of the data subject and b) is necessary for the performance of a contract with the data subject or to take steps to enter into a contract. The lawful basis for processing Special category data is because healthcare practitioners (including Physiotherapists) are required by law to keep medical notes as part of the patient care and for the effective delivery of health care Services including assessing, diagnosing, treating and managing patients’ health and wellbeing.

Use and processing of collected information

Any of the information we collect from you may be used to personalize your experience; improve our Website; improve customer service and respond to queries and emails of our customers; run and operate our Website and Services. Non-Personal Information collected is used only to identify potential cases of abuse and establish statistical information regarding Website usage. This statistical information is not otherwise aggregated in such a way that would identify any particular user of the system.

We may process Personal Information related to you if one of the following applies: (i) You have given their consent for one or more specific purposes. Note that under some legislations we may be allowed to process information until you object to such processing (by opting out), without having to rely on consent or any other of the following legal bases below. This, however, does not apply, whenever the processing of Personal Information is subject to European data protection law; (ii) Provision of information is necessary for the performance of an agreement with you and/or for any pre-contractual obligations thereof; (ii) Processing is necessary for compliance with a legal obligation to which you are subject; (iv) Processing is related to a task that is carried out in the public interest or in the exercise of official authority vested in us; (v) Processing is necessary for the purposes of the legitimate interests pursued by us or by a third party. In any case, we will be happy to clarify the specific legal basis that applies to the processing, and in particular whether the provision of Personal Data is a statutory or contractual requirement, or a requirement necessary to enter into a contract.

Information transfer and storage

Depending on your location, data transfers may involve transferring and storing your information in a country other than your own. You are entitled to learn about the legal basis of information transfers to a country outside the European Union or to any international organization governed by public international law or set up by two or more countries, such as the UN, and about the security measures taken by us to safeguard your information. If any such transfer takes place, you can find out more by checking the relevant sections of this document or inquire with us using the information provided in the contact section.

We never pass your personal details to a third party unless we have a contract for them to process data on our behalf and will otherwise keep it confidential. If we intend to refer a patient to another practitioner or specialist we will gain the individual’s permission before the referral is made and the personal data is shared. Personal data is stored securely in digital or hard copy format.

Southfields Physiotherapy uses Egress to transfer clinical data to referring specialists and clinical data is digitally recorded in a patient management programme (Nookal Ltd). Full details on Nookals data security can be found here: https://www.nookal.com/security.

The retention period for personal data in physiotherapy patient records is 8 years from the date that treatment ends, or that a patient is deceased. This is a legal requirement governed by the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapy (CSP).

The rights of users

You may exercise certain rights regarding your information processed by us. In particular, you have the right to do the following: (i) you have the right to withdraw consent where you have previously given your consent to the processing of your information; (ii) you have the right to object to the processing of your information if the processing is carried out on a legal basis other than consent; (iii) you have the right to learn if information is being processed by us, obtain disclosure regarding certain aspects of the processing and obtain a copy of the information undergoing processing; (iv) you have the right to verify the accuracy of your information and ask for it to be updated or corrected; (v) you have the right, under certain circumstances, to restrict the processing of your information, in which case, we will not process your information for any purpose other than storing it; (vi) you have the right, under certain circumstances, to obtain the erasure of your Personal Information from us but you do not have the absolute right to request that medical records are erased as we are bound by a legal obligation to retain medical data for a set period of time; (vii) you have the right to receive your information in a structured, commonly used and machine readable format and, if technically feasible, to have it transmitted to another controller without any hindrance. This provision is applicable provided that your information is processed by automated means and that the processing is based on your consent, on a contract which you are part of or on pre-contractual obligations thereof.

The right to object to processing

Where Personal Information is processed for a public interest, in the exercise of an official authority vested in us or for the purposes of the legitimate interests pursued by us, you may object to such processing by providing a ground related to your particular situation to justify the objection. You must know that, however, should your Personal Information be processed for direct marketing purposes, you can object to that processing at any time without providing any justification. To learn, whether we are processing Personal Information for direct marketing purposes, you may refer to the relevant sections of this document.

How to exercise these rights

Any requests to exercise User rights can be directed to the Owner through the contact details provided in this document. These requests can be exercised free of charge and will be addressed by the Owner as early as possible and always within one month.

Privacy of children

We do not knowingly collect any Personal Information from children under the age of 13. If you are under the age of 13, please do not submit any Personal Information through our Website or Service. We encourage parents and legal guardians to monitor their children's Internet usage and to help enforce this Policy by instructing their children never to provide Personal Information through our Website or Service without their permission. If you have reason to believe that a child under the age of 13 has provided Personal Information to us through our Website or Service, please contact us.

Newsletters

We offer electronic newsletters to which you may voluntarily subscribe at any time. You may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails or by contacting us.

Cookies

The Website uses "cookies" to help personalize your online experience. A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you. We may use cookies to collect, store, and track information for statistical purposes to operate our Website and Services. You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the features of the Website and Services.

Links to other websites

Our Website contains links to other websites that are not owned or controlled by us. Please be aware that we are not responsible for the privacy practices of such other websites or third-parties. We encourage you to be aware when you leave our Website and to read the privacy statements of each and every website that may collect Personal Information.

Information security

We secure information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use, or disclosure. We maintain reasonable administrative, technical, and physical safeguards in an effort to protect against unauthorized access, use, modification, and disclosure of Personal Information in its control and custody. However, no data transmission over the Internet or wireless network can be guaranteed. Therefore, while we strive to protect your Personal Information, you acknowledge that (i) there are security and privacy limitations of the Internet which are beyond our control; (ii) the security, integrity, and privacy of any and all information and data exchanged between you and our Website cannot be guaranteed; and (iii) any such information and data may be viewed or tampered with in transit by a third-party, despite best efforts.

Data breach

In the event we become aware that the security of the Website has been compromised or users Personal Information has been disclosed to unrelated third-parties as a result of external activity, including, but not limited to, security attacks or fraud, we reserve the right to take reasonably appropriate measures, including, but not limited to, investigation and reporting, as well as notification to and cooperation with law enforcement authorities. In the event of a data breach, we will make reasonable efforts to notify affected individuals if we believe that there is a reasonable risk of harm to the user as a result of the breach or if notice is otherwise required by law. When we do we will send you an email, mail you a letter.

Legal disclosure

We will disclose any information we collect, use or receive if required or permitted by law, such as to comply with a subpoena, or similar legal process, and when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request. In the event we go through a business transition, such as a merger or acquisition by another company, or sale of all or a portion of its assets, your user account and personal data will likely be among the assets transferred.

Changes and amendments

We reserve the right to modify this privacy policy relating to the Website or Services at any time, effective upon posting of an updated version of this Policy on the Website. When we do we will revise the updated date at the bottom of this page. Continued use of the Website after any such changes shall constitute your consent to such changes.

Acceptance of this policy

You acknowledge that you have read this Policy and agree to all its terms and conditions. By using the Website or its Services you agree to be bound by this Policy. If you do not agree to abide by the terms of this Policy, you are not authorized to use or access the Website and its Services.

Contacting us

If you have any questions about this Policy, please contact us at:

Southfields Physiotherapy Ltd

138 Replingham Road

Southfields

London

SW18 5LL

Tel: 020 8870 8462

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

This document was last updated on 1 December 2022

Disclaimer

This disclaimer ("Disclaimer", "Agreement") is an agreement between Southfields Physiotherapy Ltd. ("Southfields Physiotherapy Ltd.", "us", "we" or "our") and you ("User", "you" or "your"). This Disclaimer sets forth the general guidelines, terms and conditions of the https://www.southfieldsphysio.co.uk website and any of its products or services (collectively, "Website").

Representation

Any views or opinions represented in this Website reflect the views and opinions of Southfields Physiotherapy Ltd., its affiliates, writers or employees. Any views or opinions are not intended to malign any religion, ethnic group, club, organization, company, or individual.

Content and postings

You may not modify, print or copy any part of the Website. Inclusion of any part of this Website in another work, whether in printed or electronic or other form, or inclusion of any part of the Website in another website by linking, framing or otherwise without the express permission of Southfields Physiotherapy Ltd. is prohibited.

Compensation

Some of the links in the Website may be "affiliate links". This means if you click on the link and purchase the item, Southfields Physiotherapy Ltd. will receive an affiliate commission.

Indemnification and warranties

While we have made every attempt to ensure that the information contained in this Website is correct, Southfields Physiotherapy Ltd. is not responsible for any errors or omissions, or for the results obtained from the use of this information. All information in this Website is provided "as is", with no guarantee of completeness, accuracy, timeliness or of the results obtained from the use of this information, and without warranty of any kind, express or implied. In no event will Southfields Physiotherapy Ltd., or its partners, employees or agents, be liable to you or anyone else for any decision made or action taken in reliance on the information in this Website or for any consequential, special or similar damages, even if advised of the possibility of such damages. Information in this Website is for general information purposes only and is not intended to provide legal, financial, medical, or any other type of professional advice. Please seek professional assistance should you require it. Furthermore information contained in this Website and any pages linked to from it are subject to change at any time and without warning.

We reserve the right to modify this dislcaimer at any time, effective upon posting of an updated version of this Disclaimer on the Website. When we do we will revise the updated date at the bottom of this page. Continued use of the Website after any such changes shall constitute your consent to such changes.

Acceptance of this disclaimer

You acknowledge that you have read this Disclaimer and agree to all its terms and conditions. By accessing the Website you agree to be bound by this Disclaimer. If you do not agree to abide by the terms of this Disclaimer, you are not authorized to use or access the Website.

Contacting us

If you have any questions about this Disclaimer, please contact us.

This document was last updated on May 3, 2017

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