Terms & Conditions

Last updated: 11 November 2026

1. About us

These terms apply to services and products provided by Back 2 Front Physiotherapy Ltd ("Back2Front", "we", "us"), a company registered in England and Wales (company number 09731209), whose registered office is at 15 Cwmbach Road, Aberdare, CF44 0NF. Our clinic is at 15 Cwmbach Road, Aberdare, CF44 0NG.

You can contact us on 01685 878737 or at info@back2frontphysio.com.

By booking, buying or using our website you agree to these terms. Nothing in them affects your statutory rights as a consumer.

2. Appointments

• Appointments can be booked online, through our app, by phone or in person.
• Cancellations: please give at least 24 hours' notice if you need to cancel or move an appointment, so we can offer the time to someone else.
• Late cancellations and missed appointments: if you cancel with less than 24 hours' notice or do not attend, we may charge the full appointment fee, or count the session as used if it is part of a package, membership or voucher.
• Arriving late: if you arrive late we will do our best, but your appointment may need to finish at the planned time and the full fee will apply.
• If we need to cancel or move your appointment, we will give you as much notice as possible and you will not be charged.

3. Your health and safety

• Before treatment or exercise we will ask about your health. Please tell us about any medical conditions, medication, pregnancy, recent surgery or changes in your health, and keep us updated.
• Our clinicians will explain your assessment and the options available. You can ask questions, decline any treatment or stop at any time.
• Exercise and hands-on treatment carry some risk. Follow your clinician's or coach's advice and tell them straight away if anything feels wrong.
• The information on our website is general and is not a substitute for an individual assessment. If you have severe or worsening symptoms, contact your GP, NHS 111 or, in an emergency, 999.
• Patients under 16 must be accompanied by a parent or guardian, who gives consent for their care.

4. Prices and payment

• Our current prices are shown on our Prices page and when you book. We may change prices from time to time, but the price you were quoted when booking will apply to that booking.
• Payment is due at the time of booking or at your appointment, unless agreed otherwise.
• If your treatment is funded by an insurer, you remain responsible for any amount your insurer does not pay, including excesses and late cancellation charges.

5. Packages, memberships and classes

• Packages and memberships are for the named person and cannot be transferred or exchanged for cash.
• Massage Membership has a 6-month minimum term. After the minimum term it continues monthly until you cancel. To cancel, tell us before your next payment date.
• Other memberships, including the Health Programme and class memberships, have the term, notice period and inclusions shown when you join.
• Sessions included in a monthly membership must be used in that month unless we agree otherwise.
• Class spaces are limited. Please cancel class bookings in good time through the app or timetable so someone else can take your place.
• We may change class times, instructors or venues where necessary and will let you know as early as we can.

6. Gift vouchers

• Gift vouchers are valid for 6 months from the date of purchase, unless a longer period is stated at the time of purchase. Vouchers bought up to 24 December 2026 are valid until 30 June 2027.
• Service vouchers can be used for the treatment named on the voucher. Money vouchers can be used towards any service at Back2Front.
• Vouchers cannot be exchanged for cash. Any unused balance on a money voucher remains on the voucher until it expires.
• To redeem a voucher, quote the voucher code when you book. Normal cancellation terms apply to appointments booked with a voucher.
• E-vouchers are emailed to the buyer after checkout. Please check the email address you enter, as we cannot be responsible for vouchers sent to an incorrect address.
• Keep your voucher safe. We cannot replace vouchers that have been lost or used by someone else, but we can resend an e-voucher to the original email address.

7. Buying online and your right to cancel

• When you buy a voucher or service online, a contract is formed when we send your order confirmation.
• Under the Consumer Contracts Regulations you may cancel an online purchase within 14 days of buying it and receive a full refund, as long as the voucher or service has not been used. To cancel, contact us using the details in section 1.
• If you ask us to provide a service within the 14-day period and then cancel, we may deduct the cost of any service already provided.
• Refunds are made to the original payment method within 14 days of us agreeing the cancellation.

8. Rewards Club

• The Rewards Club is free to join through the Back2Front app.
• Members earn a free coffee for every 8 qualifying visits, scanned in through the app. Rewards have no cash value and cannot be transferred.
• We may change, add to or end the Rewards Club and its rewards. We will give members reasonable notice of any significant change, and rewards already earned will be honoured.

9. Behaviour and the clinic

• We want Back2Front to feel welcoming for everyone. We may refuse or end a booking or membership if someone behaves in an abusive, unsafe or inappropriate way towards staff or other clients.
• Please follow staff instructions when using the studio and gym equipment. Personal belongings are left at your own risk.

10. Using our website

• We aim to keep our website accurate and available, but we do not guarantee that it will always be error-free or uninterrupted.
• The content, logos and images on this website belong to Back2Front or are used with permission. You may not copy or reuse them without our permission.
• Our website links to other services, such as our booking system, class timetable and app stores. We are not responsible for the content of those sites.

11. Our responsibility to you

We provide our services with reasonable care and skill. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded or limited by law. Otherwise, we are not responsible for losses that were not foreseeable, or for business losses.

12. Your personal information

We use your personal information as described in our Privacy Policy.

13. Complaints

If you are unhappy with any part of your experience, please tell us so we can put it right. Speak to a member of the team, call 01685 878737 or email info@back2frontphysio.com. If a concern about a registered clinician's practice is not resolved, you can contact the Health and Care Professions Council (HCPC).

14. Changes and governing law

We may update these terms from time to time. The version on this page when you book or buy will apply. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.