top of page

Introduction

Welcome to J&J Therapy. These Terms of Use govern the provision of our physiotherapy and therapeutic massage services at J&J Therapy Clinic, located at J&J Therapy, C.I. Tower, Ground Floor, New Malden, KT3 4HG, United Kingdom. By booking an appointment or receiving treatment at J&J Therapy, you agree to these terms and conditions. These Terms are designed to protect your rights and clarify our mutual obligations in compliance with UK healthcare and consumer laws. (Nothing in these Terms affects your statutory rights as a consumer.) For any questions about these Terms, please contact us using the information at the end of this document.

Our Services and Staff

J&J Therapy provides professional physiotherapy, massage therapy, and related wellness treatments. All treatment services are delivered by our team of qualified and capable staff, which includes HCPC-registered physiotherapists, physiotherapy assistants, massage therapists, and reception staff. Our physiotherapists are registered with the Health & Care Professions Council (HCPC) – the UK statutory regulator for physiotherapy – ensuring that treatments meet high professional standards. Our focus is on a flexible team of certified professionals ready to care for you. We strive to tailor our services to each client’s needs and to uphold all applicable healthcare regulations and best practices.

Appointments and Booking

  1. Booking an Appointment: Appointments can be booked via our website, by phone, or in person. By booking an appointment with J&J Therapy, you are deemed to accept our cancellation policy (see “Cancellation and Rescheduling” below). Please provide accurate and complete information during booking, including any relevant medical history, so we can prepare appropriate care. We may require an initial assessment at your first visit to evaluate your needs. Following this assessment, we will recommend a treatment plan. If we determine that our services are not suitable for your condition or that you require referral to another specialist, we reserve the right to decline or discontinue treatment in your best interest. In such cases we will explain the reasons and, if possible, help direct you to appropriate care.
    ​

  2. Arrival and Punctuality: Please arrive on time for appointments. If you arrive late, we will do our best to provide treatment in the remaining allocated time, but the session will still end at the scheduled time. We typically cannot extend sessions for late arrivals, and late arrival will not entitle you to a reduced fee. (In some cases, at our discretion, we may be able to accommodate if the schedule allows, but this is not guaranteed.) If you arrive significantly late, or arrive without required paperwork (e.g. consent forms), we may consider it a missed appointment (see Cancellation policy below).
     

  3. Client Instructions: During your visits, please follow all reasonable instructions given by our therapists. This may include directions related to exercises, positioning, or the removal of certain clothing for treatment purposes (we respect your dignity and will provide privacy for changing when needed). Following your therapist’s guidance is important for effective and safe treatment. If you ever feel uncomfortable with any instruction or technique, inform the therapist immediately so adjustments can be made.

Appointment Reminders and Your Responsibility

As a courtesy, J&J Therapy will send appointment reminders by email and/or text message. These reminders are offered purely to assist you and must not be relied upon as your sole record of the booking. You remain fully responsible for noting and remembering the correct date and time of your appointment as confirmed at the time of booking.

 

If you fail to attend, arrive late, or otherwise miss a session because you misunderstood, overlooked, or confused the appointment information — whether in the initial confirmation or any subsequent reminder — the clinic accepts no liability for that oversight. In such circumstances our standard 24‑hour cancellation policy will apply in full:

​

  • any prepaid fees or deposits will be forfeited; and
     

  • you will not be entitled to a refund, deposit return, or fee‑free re‑booking.
     

Please double‑check all appointment details when you book and again when you receive your confirmation and any reminder.

Cancellation and Rescheduling

We understand that sometimes you may need to cancel or change an appointment. However, because our clinicians’ time is valuable and we often have a waiting list, we operate a strict 24-hour cancellation policy:

​

  • Cancelling/Rescheduling by You: Clients are required to provide a minimum of 24 hours’ notice to cancel or reschedule an appointment. Cancellations or changes made with less than 24 hours’ notice, or failure to attend a scheduled appointment (no-show), may result in a permanent restriction from making future bookings, at the discretion of the clinic. Exceptions may be considered on a case-by-case basis in the event of a genuine emergency or sudden illness; in such cases, supporting documentation may be required, and clients must contact us as soon as possible. (In many cases, private insurance companies will not cover missed appointments, so a late cancellation can leave you personally liable for the fee.) Clients with prepaid session packages should be aware that late cancellations or no-shows may result in the forfeiture of the corresponding session credit, in line with our cancellation policy. This ensures equal treatment for all clients and respects the time of our staff.
     

  • If We Cancel: In the rare event that we need to cancel or reschedule your appointment (for example, due to practitioner illness or an unforeseen issue at the clinic), we will provide as much notice as reasonably possible. We will offer to re-book you for another time or, if rebooking is not suitable for you, we will refund any pre-paid amount for the cancelled session. You will not be charged for any appointment that we cancel. We apologise for any inconvenience caused by a cancellation on our part and will do our best to accommodate you promptly.

​

  • Changing a Booking: To cancel or reschedule an appointment, please use our online reservation system or contact us directly by phone or email. Changes are only confirmed once you receive acknowledgement from us. If you have not received confirmation of your cancellation or change, please follow up to ensure we received your request; otherwise, the original appointment and terms (including any fees for no-shows) may still apply.

Fees and Payment

  • Session Fees: Fees for our services (physiotherapy, massage, etc.) are displayed on our website and/or will be confirmed at the time of booking. All fees include any applicable taxes (VAT, if relevant). If you have any questions about the cost of a treatment, please ask us before your session begins.

​

  • Payment Terms: Full payment is due at the time of service (i.e. at the end of each appointment), unless you have prepaid for a package or membership. We do not operate a credit system, so please ensure you come prepared to pay the session fee. We accept major payment methods including cash, debit/credit cards, and contactless or electronic payments. (We do not typically hold credit card details on file for your security; all payments are processed immediately.) If any fees are not paid when due, we reserve the right to suspend or cancel ongoing treatment until payment is settled.

Prepaid Packages or Vouchers

  • If you purchase a block of sessions in advance (a prepaid package) or a gift voucher, separate terms may apply as provided at the time of purchase. In general, all prepaid packages are valid for one year from the date of first use, unless otherwise specified. Prepaid credits are generally non-refundable except as required by law. Please refer to any specific package terms given when you buy the package, as those will detail any refund or transfer policies.

​

  • We will honor all valid prepaid sessions, but standard cancellation fees still apply to appointments booked using a prepaid credit. This means if you cancel late or fail to attend a session booked with a prepaid credit, that session credit may be forfeited just as a normal appointment fee would be. We appreciate your understanding that this policy ensures fairness to our staff and other clients.

Private Insurance and Reimbursement

If you have private health insurance that may cover our services, it is your responsibility to confirm the terms of your coverage in advance. Please note that currently our services are primarily therapeutic massage; some insurers will reimburse massage therapy treatments, while others may only cover treatment by an HCPC-registered physiotherapist. We advise you to check with your insurance provider about what they will cover and whether any referral or pre-authorization is required.

 

  • Billing and Claims: J&J Therapy does not routinely bill insurance companies directly unless explicitly agreed in advance. In most cases, you will need to pay us for your sessions and then seek reimbursement from your insurer. We are happy to provide receipts or treatment reports to assist with your insurance claim. If we do have an arrangement to invoice your insurer directly, you remain responsible for any amount not covered by your insurer (for example, any excess, co-payment, policy limit, or fees for sessions your insurer declines to pay). If your insurer requires information or forms to process a claim, you are responsible for providing those to us and ensuring they are in order.

​

  • Missed Appointments: Be aware that insurance companies typically do not cover missed appointments or late cancellation charges. If you miss an appointment or cancel late, you will likely be personally responsible for those charges under our cancellation policy, even if your treatments are normally covered by insurance.

 

Please contact your insurance provider before your first appointment to verify your coverage, obtain any necessary authorization, and understand any limits or conditions (such as number of sessions covered or required practitioner qualifications). Ultimately, you are responsible for any fees incurred for our services, regardless of insurance reimbursement.

Client Conduct and Behaviour

We are committed to providing a safe, comfortable environment for both clients and staff. All clients are expected to behave in a respectful and appropriate manner at the clinic. Abusive, dangerous, or inappropriate behavior will not be tolerated. By attending our clinic, you agree to abide by the following code of conduct:

​

  • Respectful Communication: Treat our staff and other clients with courtesy and respect. Any shouting, offensive language, verbal abuse (including swearing or insults), or discriminatory remarks (such as racism, sexism, etc.) are not acceptable under any circumstances. We reserve the right to refuse service to anyone who speaks or acts in an abusive or harassing manner.
     

  • No Harassment or Inappropriate Behaviour: Harassment, bullying, intimidation, or any form of threatening behavior toward staff or others is strictly prohibited. This includes sexual harassment or any form of sexually inappropriate conduct. Clients must not make sexual advances, comments, or gestures toward our therapists, nor engage in any inappropriate touching or exposure. If a client’s behavior is sexually suggestive or otherwise makes our staff feel uncomfortable or unsafe, the therapist will stop the session immediately. Such incidents may result in the client being banned from the clinic, and serious cases will be reported to the police.
     

  • Punctuality and Attendance: Adhere to your appointment times. Repeated late arrivals or no-shows (missing appointments without notice) are disruptive and unfair to our practitioners and other clients. If you frequently miss appointments or arrive late without a valid reason, we may require prepayment for future bookings or, in serious cases, we may refuse to schedule further appointments for you.
     

  • Compliance with Treatment Guidance: Follow the reasonable instructions, advice, and safety guidance given by your therapist. This is for your own benefit and safety. If you refuse to follow instructions (for example, you won’t do required exercises, or you do something your therapist has advised against), we will not be responsible for any resulting injury or lack of progress. Persistent non-compliance or refusal to follow professional advice may result in us discontinuing your treatment, as we may determine that we cannot effectively or safely help you under those conditions.
     

  • Care for Clinic Property: Please treat our clinic facilities, equipment, and property with care. Willful damage or vandalism of clinic property will result in you being held liable for the cost of repairs or replacements, and possibly civil or criminal action. Additionally, for the comfort of all, please follow any posted clinic rules (for example, no smoking on the premises, maintaining hygiene, etc.). We ask that you behave in a way that does not disrupt others (for instance, please set mobile phones to silent while in treatment areas).
     

If a client violates this code of conduct, J&J Therapy reserves the right to take appropriate action. Such action may include issuing a warning, ending a treatment session early, refusing or discontinuing treatment for that individual, and/or contacting law enforcement or other authorities if necessary. Our staff have the right to work in a safe environment, free from abuse or harassment, and we will enforce these rules to ensure the safety and well-being of everyone at the clinic.

Safeguarding Minors and Vulnerable Adults

We take our responsibility for safeguarding children (minors) and vulnerable adults very seriously. Our policies ensure that these clients receive appropriate care and protection in line with UK law and professional standards:

​

  • Treatment of Minors (Under 18): We require the consent of a parent or legal guardian before providing any treatment to a person under 18 years of age. A parent or guardian will be asked to sign the clinic’s consent form for the minor. We also strongly recommend that a parent or guardian be present during treatment sessions for younger children. For older minors (for example, 16 or 17 years old) who may attend a session without a parent in the room, the parent/guardian should remain on the premises or be readily available by phone. Our therapists will communicate in an age-appropriate manner and ensure the young client is comfortable at all times. We do not treat minors without an adult’s consent and involvement.
     

  • Vulnerable Adults: If a client is a vulnerable adult – for example, someone with significant learning disabilities or someone who lacks capacity to fully consent to treatment – we will take additional precautions. Wherever possible, we will obtain consent from a legally authorized person (such as a court-appointed deputy or someone with power of attorney for healthcare decisions). We may also request that a caregiver or family member be present during sessions, depending on the situation. We follow the Mental Capacity Act 2005 and other relevant laws to act in the best interest of clients who cannot make decisions for themselves. Our staff will take extra care to explain treatments in simple language and to check for understanding when working with any vulnerable client.
     

  • Chaperones: Clients (or their parents/guardians, if applicable) have the right to request a chaperone for any consultation or treatment session. A chaperone can be a friend or family member accompanying the client, or we can provide a trained staff member to observe the session. If you would like a chaperone present, please inform us when booking or when you arrive. In some cases, the clinic may insist on a chaperone being present – for example, when treating an adolescent of the opposite sex to the therapist, or any time we believe it is in the best interest of the client or staff. This is part of our commitment to maintaining professional boundaries and protecting both clients and staff.
     

  • Therapist Obligations and Reporting: All our staff members who work with minors or vulnerable adults undergo appropriate background checks (Disclosure and Barring Service (DBS) checks) as required by law. Our clinic follows established safeguarding protocols. If during the course of treatment our staff have any concern that a minor or vulnerable adult is at risk of abuse or harm (for instance, evidence of neglect or disclosure of abuse), we are legally and ethically obligated to take appropriate action. This may include suspending treatment and reporting our concerns to the local safeguarding authorities or the police, in accordance with safeguarding laws and guidelines. We will, when possible, inform the client (and their parent/guardian if appropriate) about any such steps, except in circumstances where doing so might further endanger the individual.
     

We are committed to providing a safe environment for children and vulnerable adults. If you, as a parent/guardian or carer, have any special requirements or concerns regarding a minor’s or vulnerable adult’s treatment, please discuss them with us. We will work with you to ensure comfort, safety, and compliance with all safeguarding requirements throughout the care process.

Privacy and Data Protection

We respect your privacy and are dedicated to protecting your personal data. In handling your information, we comply with the UK Data Protection Act 2018 and the General Data Protection Regulation (GDPR). Below is a summary of how we manage your data:

​

  • Use of Personal Data: When you attend our clinic, we will collect certain personal information such as your contact details, medical history, treatment notes, and other relevant health information. We will use this information only for legitimate purposes related to your care – for example, to provide treatment, schedule appointments, process payments, and communicate with you about your appointments or care (including sending appointment reminders or follow-up advice). We may also use your data in anonymised form for internal analysis or service improvement, but we will not use your identifiable personal data for any marketing purposes unless you have given us explicit consent to do so.
     

  • Confidentiality: All information you provide to us, and any records about your treatment, will be kept confidential. We will not share your personal information with third parties without your consent, except where required by law or where sharing is a necessary part of your treatment. For example, with your permission, we can communicate with your GP, consultant, or other healthcare providers to coordinate care. In certain situations, we might be required by law to disclose information – for instance, if a court order is presented, or to protect you or others from serious harm (as in safeguarding situations outlined above). In such cases, we will only share the minimum information necessary and in line with legal requirements.
     

  • Storage and Security: We store your personal data securely, whether in electronic medical record systems or in locked physical files. We implement appropriate technical and organizational measures to prevent unauthorized access, loss, or damage to your information. Personal data related to health is classified as a special category of data under GDPR, and we treat it with utmost care. We will retain your records for as long as is necessary for your treatment and as required by law or professional guidelines. (For example, adult medical records are often kept for a minimum of 8 years from the end of treatment, and records of minors are kept until a certain time after they reach adulthood, per NHS guidelines.) After the required retention period, we will dispose of or delete your data securely.
     

  • Your Rights: You have rights regarding the personal data we hold about you. These include the right to request access to your data (you can ask for a copy of your treatment records), to correct any inaccurate or outdated information, and in certain circumstances, to have your data deleted or to object to some forms of processing. You also have the right to withdraw any consent you’ve given us (for example, for marketing emails) at any time. If you wish to exercise any of these rights, please contact us and we will assist you. We may ask you to verify your identity before fulfilling certain requests. Please note that if you request deletion of essential medical information, we might not be able to continue providing treatment to you for safety reasons, or we may need to retain certain information if required by law.
     

  • Privacy Policy and Contact: For more detailed information about how we handle your data, you can request a copy of our full Privacy Notice/Policy. This document provides further details on topics such as the lawful bases for processing your data, how long we keep information, and how you can lodge a complaint about data handling. If you have any questions or concerns about your privacy or how we use your information, please contact us (see Contact Information below) and we will be happy to explain or address any issues. If you are not satisfied with our response, you also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) in the UK, which is the supervisory authority for data protection.
     

By using our services, you agree that we can collect and use your information as described above. We will always do so lawfully and with respect for your rights.

​

(Note: By providing your email and/or mobile number, you consent to us using these to send you appointment confirmations, reminders, and important information about your treatment. We will not send you promotional or marketing messages without your explicit opt-in.)

Accessibility

J&J Therapy Clinic is committed to making our services accessible and welcoming to all clients. We comply with the Equality Act 2010 and will make reasonable adjustments to accommodate individuals with disabilities or special needs.

​

Our clinic is located on the ground floor of the building, and step-free access is available. The entrance and treatment areas are generally accessible to those using wheelchairs or mobility aids. If you have any specific access requirements, please let us know in advance or at the time of booking, so we can ensure your visit goes smoothly. For example, if you require assistance entering the building, need longer appointment times to account for mobility, or have any hearing/visual impairments that require accommodation, we will do our best to arrange appropriate support.

​

We welcome certified service animals (such as guide dogs) on our premises. If you plan to attend with a service animal, kindly inform us when booking so we can be prepared to accommodate them comfortably.

​

Our goal is to treat all clients equally and with respect. We strive to provide clear communication – if you need information in an alternative format (like large print) or have any difficulty understanding any aspect of your treatment due to language or disability, please inform us. We will take reasonable steps to assist you. Should you encounter any barriers to accessing our services or facilities, we encourage you to bring them to our attention. Feedback on accessibility is welcome and helps us improve.

 

If you have questions about accessibility or need specific accommodations, please contact us. We are here to help and want every client to feel safe, supported, and cared for at J&J Therapy.

Liability and Disclaimers

While we are dedicated to providing high-quality care, there are certain limitations and disclaimers regarding our liability. Nothing in these Terms of Use is intended to exclude or limit any legal rights you have or our liability for anything that cannot be excluded by law (for example, we do not exclude liability for any personal injury or death caused by our negligence, or for any fraudulent misrepresentation). Subject to that, the following terms apply:

​

  • No Guarantee of Results: We aim to help you achieve your health goals, but we cannot guarantee specific outcomes or results from our physiotherapy or massage treatments. Each individual responds differently to therapy. We will exercise reasonable care and skill in providing your treatment (as required by law and the Consumer Rights Act 2015), but we do not promise that you will be “cured” or that pain will never recur. Please understand that improvement often takes time and varies by person.
     

  • Client’s Duty to Inform: It is essential that you provide us with complete and accurate health information. We cannot be responsible for any harm or adverse events that result from information withheld or not disclosed. For example, if you have an allergy (such as to certain oils, lotions, or latex) or a medical condition (like pregnancy, epilepsy, or a heart condition) and you do not tell us, we will not be liable for any allergic reaction or injury that occurs as a result of that undisclosed information. Similarly, if your health status changes (e.g., you develop a new medical condition or injury between appointments), you must inform us before treatment so we can adjust accordingly.
     

  • Following Professional Advice: We are not liable for injuries or setbacks that occur because you did not follow the advice or instructions given by your therapist. This includes situations such as: you engage in activities that were contraindicated or that we advised you to avoid, you perform home exercises incorrectly or not at all against our recommendations, or you discontinue treatment earlier than advised. Once you leave our clinic, we expect that you will follow any safety guidance we have provided. If you choose to ignore or deviate from that guidance, you assume the risks associated with that decision.
     

  • Late Arrivals and Missed Sessions: As noted in our Appointment section, if you arrive late to a session, we may not be able to extend your treatment time. You will still be responsible for the full session fee, and we are not liable for any reduced benefit to you due to the shortened session. If you miss a session entirely (no-show) or cancel late, any consequences (such as a deterioration in your condition due to missed treatment, or any inconvenience caused by rescheduling) are your responsibility. We will of course do our best to rebook you promptly, but we can’t guarantee immediate availability.
     

  • Personal Property: We do not accept liability for loss of or damage to your personal belongings while on our premises, unless such loss/damage results from our negligence. We advise you to keep your valuables with you at all times. (For example, if you leave jewelry or a phone unattended in the waiting area, we cannot be responsible if it goes missing.) Any property left behind in the clinic that is found by our staff will be kept safely and we will attempt to contact you, but we cannot guarantee the security of items forgotten on the premises.
     

  • Unforeseeable Events: We are not liable for any failure to perform, or delay in performing, our obligations if that failure/delay is due to causes beyond our reasonable control. This includes events such as accidents, acts of God/natural disasters, strikes, epidemics/pandemics, or sudden unavailability of key staff or utilities (e.g., electricity outage). In such rare cases, we will endeavor to inform you as soon as possible and rearrange any affected appointments, but we will not be responsible for any indirect costs or losses you incur due to such events (for example, travel costs, lost earnings due to a missed session, etc.).
     

  • Limited Liability for Service: Except for liabilities that cannot be legally limited, if we are found liable to you for any reason, our liability will be limited to the price you paid for the service(s) in question. We will not be liable for any losses that were not reasonably foreseeable at the time you entered into this agreement. In legal terms, we will not be liable for any indirect or consequential loss, or for damages relating to business (since our services are intended for private, consumer use). This limitation is in place to be fair and proportionate in light of the nature of the services.
     

In summary, we will always do our best to help you and to avoid any harm. We carry appropriate professional liability insurance as required by law for a healthcare clinic. Nothing in these Terms removes or reduces any rights you have under consumer law – you are entitled to services carried out with reasonable care and skill, and if we fall short of that, you have remedies under the Consumer Rights Act 2015 and other laws. These disclaimer terms are simply to clarify the extent of our responsibility in scenarios outside of our control or where legal liability can be limited.

​

If you have any questions about these liability and disclaimer terms, or if any part of them is unclear, please ask us. We want you to feel comfortable and informed when using our services.

General Provisions

  • Governing Law and Jurisdiction: These Terms of Use and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by the laws of England and Wales. By agreeing to these Terms, both you and we agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim that arises, unless you and we agree in writing to an alternative method of dispute resolution. (If you are a consumer residing in another part of the UK, you may also have the right to bring proceedings in your local jurisdiction.)
     

  • Changes to Terms: We may update or amend these Terms of Use from time to time, for example to reflect changes in our services, changes in the law, or improvements in our practices. If we make significant changes, we will notify clients by appropriate means (such as via our website or by email for existing clients). The latest version of our Terms will always be available on our website and at our clinic reception. Continued use of our services after changes to the Terms constitutes acceptance of those changes. If you do not agree with an update to the Terms that affects you, you have the right to cease using our services, but please inform us of your concerns so we can address them if possible. For any appointment already booked, the Terms in effect at the time of booking will generally apply to that appointment.
     

  • Entire Agreement: These Terms of Use, together with any written consents or forms you sign when you register or receive treatment (and any other documents explicitly referred to within these Terms), constitute the entire agreement between you and J&J Therapy regarding the provision of our services. This means they supersede any prior discussions, correspondence, or understandings we might have had about the services. Please ensure you read and understand these Terms fully, and ask us if anything is unclear before your treatment begins. (This clause does not limit or exclude any liability for fraud or fraudulent misrepresentation – any false statements made deliberately would not be protected by this clause.)
     

  • Severability: If any provision of these Terms is held by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed removed or limited to the minimum extent necessary, and the remainder of the Terms will remain valid and enforceable. In other words, if one part of these Terms doesn’t hold up legally, that will not invalidate any other part. Both you and we agree to negotiate in good faith to amend any invalid provision to one that is valid and that, to the greatest extent possible, achieves the original intent.
     

  • No Waiver: If we do not insist immediately that you do something you are required to do under these Terms, or if we delay in taking action against you for breaking these Terms, that does not mean we have waived our rights or that you do not have to comply. For example, if you miss a payment and we do not chase you right away, we still reserve the right to require payment later. Any waiver of rights would have to be given explicitly by us in writing. Similarly, any failure by you or us to exercise or enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
     

  • Third-Party Rights: These Terms of Use are between you (the client) and us (J&J Therapy). No other person shall have any rights to enforce any of these terms. The Contracts (Rights of Third Parties) Act 1999 is excluded, meaning a third party (someone who is not a party to this agreement) cannot enforce any term of this agreement. (The only exception might be if you are receiving treatment paid for by another person or entity; however, even in such a case, that third party does not gain rights under these Terms.) You cannot transfer or assign your rights or obligations under these Terms to anyone else without our prior written consent.
     

  • Professional Standards and Regulatory Compliance: Our clinic and practitioners adhere to all relevant professional and legal standards. Our physiotherapists (if providing services to you) are regulated by the Health & Care Professions Council (HCPC) and follow the Chartered Society of Physiotherapy (CSP) Code of Conduct. We also abide by advertising and marketing standards (ASA guidelines) to ensure any claims about our services are truthful and responsible. We are GDPR compliant as noted in our Privacy section. These Terms are intended to be in compliance with all applicable laws including the Consumer Rights Act 2015, and we believe them to be fair and transparent. If any regulatory body rules that a part of these Terms is not compliant or not acceptable, we will modify that part in accordance with the guidance.
     

  • Feedback and Complaints: We value feedback as it helps us improve our services. If you have any concerns, complaints, or are dissatisfied in any way with our service, please inform us as soon as possible. You can do so in person, by phone, or in writing (email or letter). We take complaints seriously and will address your concerns promptly and courteously. We have a complaints procedure available – we will investigate and try to resolve any issues to your satisfaction. If you are not satisfied with our response to a serious complaint, you may refer the matter to relevant external bodies. For example, if your complaint is about a physiotherapist’s professional conduct, you can contact the HCPC. If it involves how we handled your personal data, you can contact the ICO (as mentioned in Privacy section). We can provide guidance on the appropriate body depending on the nature of the issue. Our aim is to resolve all problems in-house in a fair manner if possible.
     

These General Provisions ensure that our agreement with you is clear and legally sound. They may sound formal, but they are important. If you have any questions about any of these provisions, please do not hesitate to ask.

Contact Information

J&J Therapy is the trading name of our clinic in New Malden, UK. For any questions about these Terms of Use or any other queries, please use the following contact details:

​

  • Clinic Address: J&J Therapy, C.I. Tower, Ground Floor, New Malden, KT3 4HG, United Kingdom
     

  • Telephone: 07882 943540
     

  • Email: info@jjwellcare.com
     

Our team will be happy to assist you. Thank you for choosing J&J Therapy for your healthcare needs. We appreciate your trust and are dedicated to providing you with effective, safe, and respectful service.

​

Last updated: June 2025.

bottom of page