Terms & Conditions

RE-COV PHYSIO LTD.

Effective Date: 1st February 2025

Last Updated: 1st February 2025

1. Introduction

Welcome to RE-COV PHYSIO LTD. (”RE-COV Physio”, “we,” “us,” “our”). These Terms and Conditions govern your use of our online physiotherapy services and any associated content, including consultations, educational resources, and gym partnership services.

By booking a session or using our services, you confirm that you have read, understood, and agreed to these Terms. If you do not agree, please do not proceed with our services.

2. Our Services

RE-COV PHYSIO LTD provides:

Online Physiotherapy Consultations for individuals, including injury assessment, rehabilitation guidance, and exercise prescription.
Gym Partnerships (UK-only), offering discounted consultations and educational sessions for gym members and trainers. For further information regarding the terms of our partnerships see section 3 below.

We do not provide in-person physiotherapy treatment or emergency medical care at this time.

3. Gym Partnerships (UK Only)

We offer partnerships to gyms, providing exclusive benefits for their members and trainers. By entering into a partnership, the gym agrees to the following terms:

3.1 Partnership Benefits

For £100 per month, gyms receive our ELEVATE Partnership Plan:

30% discount for all gym members for Online Physio Consultations

1 Monthly Zoom call for Gym Members on all things injury, rehab and recovery
Exclusive Weekly Recovery & Performance Content to distribute to your members
Exclusive Monthly Gym Member Challenges
Monthly "Ask the Physio" newsletter
Onboarding Support for New Members (50% off their IA with Physio. Guides on how to avoid injury in your first weeks of training)

For £200 per month, gyms receive our ELITE Partnership Plan:

30% discount for all gym members for Online Physio Consultations
**2 Monthly Zoom call for Gym Members on all things injury, rehab and recovery
**Exclusive Branded Weekly Recovery & Performance Content to distribute to your members
Exclusive Monthly Gym Member Challenges
Monthly "Ask the Physio" newsletter
Onboarding Support for New Members (50% off their IA with Physio. Guides on how to avoid injury in your first weeks of training)
**WhatsApp group for PT's (direct access to a MSK Specialist Chartered Physiotherapist)
**Priority access to RE-COV compression boots
** = Only available with ELITE Partnership Contract

3.2 Gym Responsibilities

Partner gyms must:

Actively promote RE-COV Physio services to their members through in-gym displays, email newsletters, and digital platforms.
Ensure that only current gym members access the 30% discount (we may request verification).
Maintain clear and professional communication with RE-COV Physio regarding partnership updates and feedback.
Provide a designated contact person responsible for managing communications with RE-COV Physio.

3.3 Termination of Partnership

Either party may terminate the partnership under the following conditions:

Gym Termination:

The gym may cancel the partnership with 30 days’ written notice to info@re-cov.co.uk.
Fees already paid are non-refundable unless otherwise agreed. RE-COV Physio Termination:
We reserve the right to terminate the partnership with 30 days’ written notice.

Immediate termination may occur if the gym:

Fails to pay the partnership fee on time.
Misrepresents the partnership benefits to its members.
Engages in any misconduct that could harm RE-COV Physio’s reputation.
Non-compliance with these terms and conditions.
Evidence of fraudulent activities.

3.4 Liability & Indemnity

RE-COV Physio is not responsible for any injuries or adverse outcomes resulting from advice given in educational sessions.
Gyms are responsible for ensuring that their members understand that advice provided is general guidance and does not replace individual medical assessment.

4. Booking & Payments

All bookings must be made through our website, utilising Zanda as our practice management software.
Payments must be made at the time of booking via Stripe.

Prices:

Initial Consultation (45 mins): £70
Follow-up Consultation (30 mins): £55

Gym members under a RE-COV Physio partnership receive a 30% discount on the aforementioned consultation fees.

5. Appointment Length & Late Policy

In the unlikely event that we arrive more than 5 minutes late for your consultation, we will offer the following options:

50% refund of the consultation fee if you wish to continue with the remaining time of the session.
Full refund of the consultation fee if you choose to cancel the consultation.

Please note, we will make every effort to ensure that you still receive quality care during the remaining time if you opt to continue.

Session Length:

45-minute consultations will typically end after 40 minutes to allow time for exercise plan preparation, additional information, and clinical notes.
30-minute consultations will typically end after 25 minutes for the same reasons. Late Policy: If you are late, your session will still end at the scheduled time.
Example: If you book a 30-minute session at 1:00 PM but join at 1:10 PM, your session will still end at 1:25 PM.

6. Cancellation & Refund Policy

48+ hours’ notice: Full refund.
24-48 hours’ notice: 50% refund.
Less than 24 hours’ notice: No refund.

We aim to be fair and will consider rescheduling where possible, but clients must understand that last-minute cancellations still incur business costs.

No General Refund Policy – Clients are paying for our time, expertise, and knowledge, not a guaranteed outcome.

7. Use of Heidi (AI Medical Scribe)

We use Heidi, an AI-powered medical scribe, to assist with clinical note-taking. Heidi helps ensure accuracy and efficiency in our documentation process. Heidi is GDPR-compliant, and we use it solely for professional note-taking purposes. Heidi does not actually record or store audio; it simply transcribes in real-time during your consultation. However, we still go the extra step of protecting your data by not linking Heidi directly to our notes software. Therefore, Heidi cannot know any of your personal information such as name, date of birth, or contact details. It simply identifies you as a client with a specific injury/pain. We then copy and paste this information into your medical records. We take data protection and client confidentiality very seriously.

Opt-Out: If you still do not wish for your consultation to be recorded using Heidi, please email info@re-cov.co.uk in advance of your appointment. Your data, your choice, and this will in no way affect the service you receive from us.

8. Client Responsibilities

By using our services, you agree to:

Provide accurate and complete medical history before your consultation.
Follow physiotherapy advice and prescribed exercises responsibly.
Understand that online consultations have limitations, and you should seek in-person medical attention when necessary.
Not misuse or redistribute any exercise plans or resources provided without our written consent.
Have access to a quiet, private space; and the appropriate device, i.e. smartphone, laptop, iPad, computer, with a camera, microphone and speakers; and a reliable internet connection.

9. Acknowledgement of Risks & Disclaimer

By using our remote physiotherapy services, you acknowledge that there are inherent limitations and risks associated with providing consultations through digital platforms. These limitations may include, but are not limited to:

The inability to perform a physical examination, which may impact the accuracy of the assessment and diagnosis.
The potential for missing important clinical signs or subtle issues that would be more easily identified during an in-person consultation.
The possibility of misdiagnosis or incomplete assessment due to limitations in visual or verbal communication over remote channels.
The consultation may be subject to limitations such as an unstable network connection which may affect the quality of the session provided.

While we make every effort to provide the best possible care, we cannot guarantee that remote consultations will be as comprehensive or accurate as an in-person consultation. If a condition requires further investigation or if we feel that an in-person assessment is necessary, we may recommend a referral to an in-person healthcare provider.

You are responsible for following advice correctly and seeking further medical care if symptoms worsen. We are not liable for any injuries or adverse effects arising from failure to follow professional guidance.

The privacy of any form of communication via the internet is potentially vulnerable and limited by the security of the technology used. To support the security of your personal information this practice uses Technology platforms that are compliant with the international standards for online security and encryption.

10. Liability & Indemnity

We make no guarantees regarding treatment outcomes, as results vary between individuals.
We are not liable for indirect, incidental, or consequential damages related to your use of our services.
Our total liability in any case is limited to the cost of the consultation paid.

11. Intellectual Property

All exercise plans, educational resources, and materials remain the property of RE-COV PHYSIO LTD.
You may not copy, distribute, or share any materials without prior written consent.

12. Privacy & Data Protection

We take privacy seriously. Your personal and medical data is stored securely and processed in accordance with GDPR and our Privacy Policy. For more details, please see our Privacy Policy https://www.re-cov.co.uk/re-cov-privacy-policy.

13. Amendments to These Terms

RE-COV Physio reserves the right to update these terms without prior notice. Continued use of the service implies acceptance of any changes. Users are advised to review the terms regularly for updates. RE-COV Physio may assign its rights and obligations under these Terms to any party at any time without notice.

14. Governing Law & Disputes

These terms are governed by the laws of the United Kingdom. All disputes arising out of or relating to these Terms or the use of the service shall be resolved through binding arbitration conducted in accordance with the arbitration rules of the United Kingdom. By using our services, you waive the right to bring claims against us in a class action format. If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

15. Contact Us

If you have any questions about these Terms, please contact us at:

71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

Email: info@re-cov.co.uk

RE-COV LTD.

1. DEFINITIONS:

For clarity and consistency throughout this document, the following terms shall apply:

"RE-COV Boots", "we", "our", or "us" refers to RE-COV LTD, the provider of the RE-COV compression boot recovery system and related services.
"Device" denotes the RE-COV compression boot recovery system, specifically designed to aid in physical recovery after exercise.
"User" includes any individual who uses the RE-COV device for recovery purposes or accesses and uses the RE-COV website and associated digital services.
"Member" identifies individuals holding an active RE-COV membership, availing themselves of credits and associated benefits.
"Partner Gym" signifies facilities that host the RE-COV device and make it available to their members.

2. PARTNERSHIP AGREEMENT WITH GYM OWNERS

2.1. Operating Requirements:

Partner Gyms must ensure compliance with the following operational standards:

The device and recliner chair must be incorporated into the gym's fire safety building plan.
Movement of the device is restricted to RE-COV-trained staff only.

2.2. Network Security Requirements:

The device must be connected to a secure WiFi network that is password protected and accessible only to gym staff, not gym members.

2.3. Performance Standards:

RE-COV reserves the right to remove the device and nullify the partnership agreement if monthly earnings fall below £300.

2.4. Daily Operations:

Gym staff must perform the following daily checks: The emergency stop button functionality must be verified at the end of each day. Staff must inspect for any obvious faults or general wear and tear.

2.5. Fault Response Protocol:

Upon identifying any fault, staff must immediately power down the device, contact partnerships@re-cov.co.uk and display the provided “repair needed” signange.

3. MEMBERSHIP OPTIONS:

We offer a variety of membership options to cater to diverse user needs. These include subscription models and standalone packages.

3.1 Elevate Membership

The Elevate Membership is tailored for users seeking limited yet consistent access to the device.

Monthly Subscription: Two credits are provided monthly, with a validity of one month. This subscription renews automatically unless cancelled.
Annual Subscription: Members receive a total of 24 credits, valid for 12 months from the date of purchase, with automatic renewal upon expiry.

3.2 Elite Membership

The Elite Membership is designed for more frequent users, offering higher flexibility and access.

Monthly Subscription: Four credits are provided monthly, with a validity of one month. This subscription renews automatically unless cancelled.
Annual Subscription: Members receive a total of 48 credits, valid for 12 months from the date of purchase, with automatic renewal upon expiry.

3.3 Event Ready Pack

This non-renewable package is perfect for short-term users preparing for specific events or training periods.

Provides six credits, valid for six weeks from the purchase date.
Does not automatically renew after expiry.

3.4 Credit Usage

Credits form the core of the membership structure and are subject to the following guidelines:

One credit entitles the member to a 15-minute pre-workout session or a 30-minute post-workout session.
Credits are strictly non-transferable between users.
Credits can be redeemed at any Partner Gym equipped with a RE-COV device.

4. PAYMENT AND CANCELLATION

We strive to offer transparent and flexible payment options to ensure uninterrupted service.

4.1 Payment Processing

All payments are securely processed via Stripe. Recurring payments are automatically debited based on the selected membership plan.

Membership fees are subject to change; members will receive prior notification regarding any pricing adjustments.

4.2 Cancellation

Membership cancellations must be requested via email at memberships@re-cov.co.uk.

Members are entitled to a 14-day cooling-off period during which they can cancel their membership for any reason and receive a full refund. This applies to both monthly and annual subscriptions. If a member cancels within this period, they will receive a refund minus any costs for services utilised.

After the cooling-off period, members may cancel their membership but will not be eligible for a full refund. Instead, they will receive a pro-rata refund based on the unused portion of their subscription. For example, if a member pays £150 for an annual membership that provides 24 credits (valued at £6.25 each) and has used 4 credits, the refund would be calculated as follows:

Total Membership Cost: £150

Cost per Credit: £150 ÷ 4 = £6.25

Total Cost of Used Credits: 4 × £6.25 = £25

Refund Amount: £150 − £25 = £125

4.3 Device Relocation/Removal

Annual members are entitled to a pro-rated refund should a Partner Gym remove the RE-COV device from its premises.

Monthly members will be notified of the final date on which they may redeem credits at the affected location.

Credits remain valid at alternative Partner Gym locations housing a RE-COV device.

5. PROMOTIONAL OFFERS

We periodically introduce promotional offers to enhance user engagement and satisfaction.

5.1.Social Media Sharing Discount

Members may earn a 25% discount on their next session by sharing their experience.

Posts must tag RE-COV and the Partner Gym where the device is located.
Supported platforms include Instagram, TikTok and Strava.
The discount code expires 14 days from the date of posting and posts must remain visible for at least 24 hours to qualify.

5.2 Referral Program

Encourage others to join RE-COV and benefit from discounts:

A 10% discount is awarded for each referred paying member, with a maximum possible discount of 100% (10 referrals).
To validate referrals, the member must email memberships@re-cov.co.uk, cc’ing the referred individual.
Discounts may be revoked if referred members terminate their memberships.

6. HEALTH AND SAFETY

User safety is paramount. Adherence to the following guidelines is mandatory.

6.1 Intended Use

The device is designed exclusively for healthy individuals and is not classified as a medical device.

Users must be at least 18 years old.

6.2 Safety Requirements

All users must watch the instructional and safety videos available via QR code or on our website.

Proper use of provided sanitising wipes before and after each session is required.

6.3 Medical Precautions

Users with certain medical conditions must consult their healthcare provider before using the device. These conditions include, but are not limited to, frail or atrophic skin, oedema, controlled diabetes, lymphoedema, and immunosuppression.

6.4 Contraindications

Individuals with any of the following conditions are strictly prohibited from using the device:

Peripheral arterial occlusive disease (PAOD) or systolic ankle pressure is <60 mmHg or the toe pressure is <30 mmHg
Epifascial arterial bypass including but not limited to Venous femoro-popliteal (especially distal popliteal) or tibial bypasses in situ or in patients with very distal lower leg anastomoses
Venous insufficiency
Atrophy of the skin
Leg ulcers, erysipelas or cellulitis, tissue infection, pressure sores, open cuts and wounds,
Dermatolymphangioadenitis
Pacemaker
Bacterial or fungal infections
Fever, chills
Sun damaged skin
Neuropathy or Polyneuropathy or sensory changes to the lower limb
Cachexia or severe muscle wasting due to chronic illness
Recent operation or surgery to your lower limb
Varicose veins
Unexplained calf or leg pain
Recent lower limb pain or injury
Deep vein thrombosis
Cardiac insufficiency
Heart failure
Allergy to the material of the compression boots
Compression boots do not fit you properly

7. DEVICE MAINTENANCE AND HYGIENE

Maintaining the device in excellent condition is a shared responsibility between RE-COV, users and Partner Gyms.

7.1 Cleaning Requirements

RE-COV will provide sanitising wipes on a monthly basis. These wipes are exclusively for use with the RE-COV device. RE-COV reserves the right to monitor wipe usage in relation to paid sessions. Excessive use may result in the gym becoming responsible for wipe supply or potential partnership termination.

Users must clean the device before and after use, utilising only the provided sanitising wipes. Partner Gyms are accountable for daily cleaning routines and maintaining hygiene standards.

7.2 Technical Issues

Device malfunctions must be reported promptly to RE-COV. In the event of a device malfunction when a member intends to use the device, one credit will be added to their account as compensation. For members with expiring credits, the validity period will be extended if the device experiences downtime near their expiration date.

8. IMAGING AND PHOTOGRAPHY

By using our services, you grant RE-COV rights related to imagery and media captured.

8.1 Usage Rights

RE-COV maintains perpetual, irrevocable, worldwide and royalty-free rights to use, reproduce, distribute, display and publish all images of the device in use. This includes the right to edit, modify, crop or alter images as needed, without restriction and to transfer or assign these rights to third parties.

8.2 Permitted Uses

Captured images may be utilised across various platforms for advertising and marketing purposes, social media campaigns, publications in both print and digital formats, exhibitions and any other purpose related to RE-COV's business operations.

9. LIABILITY AND DISCLAIMER

Users acknowledge and agree that they use the RE-COV device at their own risk. By using the device, users explicitly accept all risks associated with its use, including but not limited to any physical injury, discomfort or adverse effects that may arise during or after use.

RE-COV is not liable for any injury, harm, or adverse effects resulting from use of the device, any indirect, economic, punitive, incidental, or consequential losses or damages arising from the use of the device or service, any injury or damage resulting from failure to follow safety instructions, contraindications listed in section 6.4 or any injury or damage resulting from use of the device despite having any medical conditions listed in section 6.3 without prior medical clearance.

Users are responsible for understanding and adhering to all operational guidelines, following proper safety procedures as outlined in the user manual and safety videos, consulting healthcare providers when required by section 6.3 and immediately discontinuing use if experiencing any discomfort or adverse effects.

You agree to indemnify and hold RE-COV harmless from and against all claims, damages and expenses, including legal fees, arising from your use of the device, whether proper or improper, or violation of these Terms.

Any intentional damage to the device will result in liability for repair or replacement costs.

10. PRIVACY AND DATA PROTECTION

We value user privacy and ensure GDPR compliance in data handling. Data is collected solely for payment processing, membership management and service improvements. Users may request data removal or modification by contacting info@re-cov.co.uk.

By using our services, you consent to receive communications electronically, including email and text messages and agree that such communications satisfy any legal requirements for written communication.

11. MODIFICATIONS TO TERMS

RE-COV reserves the right to update these terms without prior notice. Continued use of the service implies acceptance of any changes. Users are advised to review the terms regularly for updates.

RE-COV may assign its rights and obligations under these Terms to any party at any time without notice.

12. TERMINATION

RE-COV reserves its right to terminate memberships at any time owing to non-compliance with these terms and conditions, payment defaults and evidence of fraudulent activities.

13. GOVERNING LAW

By using our services, you waive the right to bring claims against us in a class action format.

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.

14. CONTACT INFORMATION

For inquiries or support, please use the following channels:

General inquiries: info@re-cov.co.uk

Membership inquiries: memberships@re-cov.co.uk