Terms and conditions

1. About us

FitMove is a Home Links Physiotherapy brand. Home Links Physiotherapy South East London & Kent is a trading name of JLinks Physiotherapy Limited (company number 11843830), registered in England and Wales (ICO registration ZA534821). We deliver physiotherapy-led group exercise classes under the FitMove brand across South East London and Kent. In these Terms, "we", "us" and "our" mean JLinks Physiotherapy Limited, trading as Home Links Physiotherapy.

All physiotherapists are registered with the Health and Care Professions Council (HCPC) and members of the Chartered Society of Physiotherapy (CSP). All staff hold current enhanced Disclosure and Barring Service (DBS) certificates and appropriate professional indemnity insurance.

Our contact details are: [email protected] | 020 3834 8471 | fitmove.co.uk

2. These terms

These Terms and Conditions govern your participation in FitMove group physiotherapy classes. By completing a medical questionnaire and enrolling in a class, you confirm that you have read and understood these Terms.

These Terms do not affect any statutory rights you may have as a consumer under the Consumer Rights Act 2015 or other applicable legislation.

3. Our FitMove classes

3.1 Classes offered

We currently offer the following physiotherapy-led group classes:

• FitMove Physio-Intro - a 12-week introductory course to help you start moving safely with expert physiotherapists and a supportive group. Focuses on building strength, confidence, and healthy habits.
• FitMove Physio-Pilates - physiotherapist-led Pilates designed to strengthen your core, improve flexibility and balance, and support mindful movement. Delivered on a rolling 4-week block basis.
• FitMove Physio-Power - circuit-based classes focused on building strength, supporting bone health, and staying active with safe physiotherapy guidance.
• FitMove Physio-Rhythm - movement-to-music classes to build endurance, agility, and flexibility in a fun, energising group setting.
• FitMove Physio-Neuro-flex - gentle physiotherapy-led exercises to improve coordination, balance, and mobility for people living with neurological conditions.
• FitMove PD Champions - neuroplasticity-based physiotherapy classes for people living with Parkinson's disease, focused on slowing progression and building confidence and daily function.
• FitMove Physio Boost - details of this class are available on request. Please contact us at [email protected] for further information.
• Thrive Club - a walk-in community session delivered in partnership with Walfinch. No pre-booking is required. Participants complete a medical questionnaire on the day before joining.

We reserve the right to introduce new class formats, modify existing classes, or discontinue a class with reasonable notice. Where a class you are enrolled in is to be discontinued permanently, we will give you a minimum of 4 weeks' written notice.

3.2 Class leadership

All FitMove classes are physiotherapy-led and delivered in accordance with HCPC Standards of Proficiency, CSP Professional Standards, and our clinical governance framework. While we aim to maintain consistency in the physiotherapists delivering your classes, changes may be necessary due to availability or operational requirements. We will notify you of any planned changes where possible.

3.3 Location and venue

Classes take place at a range of community venues across South East London and Kent, and are also available online. Venue details are provided at the time of enrolment. We reserve the right to change the venue for a class where necessary, including for reasons of venue closure, safety, or capacity. We will provide as much notice as practicable of any venue change.

4. Enrolment and medical questionnaire

4.1 Medical questionnaire requirement

Before participating in any FitMove class (other than Thrive Club, where this is completed on the day), you must complete our Medical Questionnaire and Consent form. This is a mandatory requirement and enables our physiotherapists to assess your suitability for the class and plan appropriate support and modifications for you.

The medical questionnaire must be completed honestly and in full. Providing inaccurate or incomplete information may affect your safety and the suitability of the class for your needs. Home Links Physiotherapy accepts no liability for adverse outcomes arising from information that was not disclosed.

4.2 Suitability and clinical review

Completion of the medical questionnaire does not guarantee enrolment. Our clinical team may contact you to discuss your responses before you begin. Where your responses indicate elevated clinical risk, our lead physiotherapist will discuss your suitability for the class with you before your first session.

Our physiotherapists may review your suitability for continued participation at any time. If we have clinical concerns about your safety, we may ask you to pause attendance, modify your participation, or seek advice from your GP or specialist before returning.

4.3 Annual renewal

Your medical questionnaire is valid for a maximum of 12 months from the date of completion. We will contact you to request a renewed form before the expiry date. You must also notify us promptly of any material change to your medical circumstances during the year, including new diagnoses, surgery, hospital admissions, or significant changes in medication.

4.4 Thrive Club walk-in model

Thrive Club operates as a walk-in session. No pre-booking is required. Participants must complete a medical questionnaire via QR code or the website before participating in their first session. Relevant health and contact information may be shared with Walfinch, our delivery partner, for the purposes of safe programme administration.

5. Fees and payment

The fees and payment terms in this section apply to paid FitMove classes only. Where classes are delivered in partnership with an external organisation, or offered at no cost to participants, the payment and refund provisions in this section do not apply.

5.1 Rolling block model (FitMove paid classes)

FitMove Physio-Pilates runs on a rolling 4-week block basis at £80 per block. Payment of £80 will be charged automatically every 4 weeks once you are enrolled. Your enrolment will continue automatically from one block to the next unless you provide notice of cancellation in accordance with clause 6.

5.2 Payment method

Invoices will be issued before the start of each 4-week block of classes. Payment is required in full before the first class of the block begins. Payments can be made by bank transfer or card payment using the details provided on the invoice.

5.3 Fee changes

We will give existing participants at least 14 days' written notice before any change in class fees takes effect.

5.4 Missed sessions

Class fees are charged for the block as a whole. Refunds or credits are not available for individual sessions missed within a paid block, unless the session was cancelled by Home Links Physiotherapy.

5.5 Sessions cancelled by us

In the event that we cancel a session in full (for example, due to venue issues, physiotherapist absence, or force majeure), we will use reasonable endeavours to offer an alternative date or a pro-rata credit or refund for the cancelled session. No refund or credit will be due where a session is delivered in full or substantially in full, notwithstanding any minor delay or disruption to the start or duration of the session.

6. Cancellation

6.1 Notice period

You must provide a minimum of 4 weeks' written notice if you wish to cancel your enrolment. Notice must be sent by email to [email protected]. Your cancellation takes effect from the date we acknowledge receipt.

6.2 Late notice

If you give notice with fewer than 4 weeks remaining in your current paid block, your enrolment will continue until the end of that block and you will be charged for the following block. No further blocks will be charged after that.

For example, if your current 4-week block has 3 weeks remaining when we receive your notice, you will be charged for the next block and your enrolment will end at the conclusion of that block.

6.3 Cancellation by us

We reserve the right to cancel or withdraw a class or your enrolment with a minimum of 2 weeks' written notice, except where safety or safeguarding concerns require immediate action. Where we cancel your enrolment for reasons unrelated to your conduct or safety, we will refund any fees paid for unused sessions in the affected block on a pro-rata basis.

6.4 Medical suspension

If you need to pause attendance due to illness or injury, please contact us as soon as possible. We will use discretion in applying cancellation charges where medical circumstances make attendance impossible. We may ask for confirmation from a medical professional in support of any extended medical suspension.

7. Participant responsibilities

By enrolling in a FitMove class, you agree to:

• Inform the class physiotherapist if there are any changes to your medical circumstances from those stated in your medical questionnaire
• Attend promptly and follow any venue-specific instructions provided
• Follow instructor guidance during sessions and stop exercising if you feel unwell, in pain, or uncomfortable
• Wear suitable clothing and footwear, including rubber-soled, non-slip, cushioned trainers where required for floor-based classes
• Remove large jewellery or accessories that could pose a safety risk
• Use equipment appropriately and as instructed
• Communicate with the physiotherapist about any discomfort, pain, or concerns during the session
• Treat other participants, physiotherapists, and venue staff with respect and courtesy

We reserve the right to ask you to leave a session or to withdraw your enrolment if your behaviour puts the safety or wellbeing of other participants or staff at risk.

8. Health, safety and emergency procedures

8.1 Emergency situations

In the event of a medical emergency during a class, our physiotherapists are trained to respond appropriately, including calling emergency services where necessary. Please ensure your emergency contact details are up to date on your medical questionnaire.

8.2 Not emergency care

Home Links Physiotherapy does not provide emergency medical care. If you believe you are experiencing a medical emergency at any time, call 999 immediately. For urgent medical advice outside a session, contact NHS 111 or your GP.

8.3 DNACPR

If you hold a Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) order, please bring your certificate to your first class and inform the physiotherapist at the start of each session.

8.4 Delay becoming more active

You should delay participation if you are currently experiencing a temporary illness such as a cold or fever, or if your health has changed since completing your medical questionnaire. Please contact us and speak to a healthcare professional before returning to class.

9. Data protection and privacy

9.1 Who is responsible

JLinks Physiotherapy Limited, trading as Home Links Physiotherapy is the data controller for the personal and health information you give us through FitMove, including the medical questionnaire.

9.2 What we use it for

We use your information to ensure safe participation, administer classes, support appropriate clinical care, and contact you about your participation. With your consent, we also send you occasional news and updates, and include you in photographs or videos.

9.3 Health information

We process health information as special category data under UK GDPR for the purposes of healthcare provision and safeguarding, under the supervision of HCPC-registered physiotherapists who have a duty of confidentiality. We also ask for your consent before storing it.

9.4 How we keep it safe

Your medical questionnaire is sent over an encrypted connection and saved in our secure clinical records system. Only authorised staff can see it. Your questionnaire answers are never kept in our email or marketing systems. Our customer system holds only a simple review level (high, moderate or low), so our team knows whether the physiotherapist needs to speak with you before you start. Our online forms are protected against automated misuse.

9.5 Who we share it with

Your information may be shared with authorised healthcare professionals involved in your care where necessary for your safety or clinical management. Where classes are delivered in partnership with a third party (such as Walfinch for Thrive Club), relevant information required for safe participation may be shared with that organisation. We may also share information with your GP or the emergency services if needed to keep you safe. We never sell your information.

9.6 How long we keep it

We keep your clinical records for 8 years after you are discharged from the service, then delete them securely.

9.7 Your rights

You can ask to see, correct or delete your information, object to how we use it, or withdraw consent at any time by contacting [email protected]. You can also complain to the Information Commissioner's Office at ico.org.uk.

For full information on how we use your data and your rights, please see our FitMove privacy notice.

10. Images and recordings

We may take photographs or video recordings during sessions for marketing, advertising, and promotional purposes. Your consent to this is collected as part of the medical questionnaire. You may withdraw your consent at any time by notifying us in writing. Withdrawal of consent does not affect any use of images already taken prior to notification.

You may record sessions for your own personal use with the prior agreement of the class physiotherapist and any other participants present in the recording.

11. Consent and participation

By completing the medical questionnaire and participating in classes, you consent to the physiotherapy-led exercise programme and to ongoing review and assessment by the physiotherapist or instructor. You understand that the physiotherapist will keep you informed if the class is or becomes unsuitable for your needs.

Participation in FitMove classes carries an element of personal risk. This risk is minimised through our clinical screening process, physiotherapy leadership, and ongoing monitoring, but cannot be entirely eliminated. Your participation depends on providing honest and accurate information about your health.

12. Limitation of liability

To the fullest extent permitted by law, our liability to you in connection with FitMove classes is limited to direct losses arising from our breach of these Terms or our negligence. We do not limit or exclude liability for death or personal injury caused by our negligence, fraud, or any other matter where limitation of liability is unlawful under English law.

We are not liable for losses arising from your failure to disclose relevant medical information, your failure to follow instructor guidance, or your participation against medical advice.

13. Force majeure

Home Links Physiotherapy shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control. Such circumstances include, but are not limited to:

• Pandemic, epidemic, or public health emergency declared by a national or local authority
• Government restriction, lockdown, or direction that prevents the delivery of in-person classes
• Natural disaster, severe weather, or other Act of God
• Fire, flood, or damage to a class venue
• Failure of essential utilities at a class venue
• Industrial action by third parties
• Acts of terrorism or civil unrest
• Any other event outside our reasonable control

In the event of a force majeure situation, we will notify you as soon as reasonably practicable and will use reasonable endeavours to resume affected classes, offer alternative arrangements (including online delivery where feasible), or provide a pro-rata credit or refund for sessions that cannot be rescheduled.

Force majeure does not entitle you to cancel your enrolment or withhold payment for sessions that are subsequently rescheduled and delivered. Where sessions are cancelled and cannot be rescheduled within the same block period, a pro-rata credit or refund will apply for those sessions only. No refund or credit will be due where a session is delivered in full or substantially in full, notwithstanding any minor delay or disruption to the start or duration of the session.

14. Complaints and feedback

We are committed to providing a high-quality service. If you have a concern, please contact us:

• Email: [email protected]
• Telephone: 020 3834 8471

We will acknowledge your complaint within 2 working days and respond with our findings and any actions taken. If your complaint cannot be resolved through our internal process, you may contact the Health and Care Professions Council (HCPC) at www.hcpc-uk.org or the Chartered Society of Physiotherapy (CSP) at www.csp.org.uk.

15. Governing law and jurisdiction

These Terms are governed by the law of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Changes to these terms

We may update these Terms from time to time. We will notify you of any material changes before they take effect. The current version of these Terms is always available at fitmove.co.uk/fitmove-terms.

17. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force and effect.

18. Related documents

These Terms should be read alongside the following:

• FitMove privacy notice - how we collect, use and protect your personal information
• Home Links Physiotherapy privacy policy
• Cancellation Policy - our notice requirements and charging approach, at home-links.co.uk
• Compliments and Complaints - how to give feedback or raise a concern, at home-links.co.uk

Acknowledgement

By enrolling in a FitMove class or completing a medical questionnaire, you confirm that you have read and understood these Terms and Conditions.