Welcome to Reclaim Mobility
Terms and Conditions for self-funding clients
Updated June 2026
We are a local community therapy & rehabilitation team.
Contact details:
Phone: 07754 513697.
Please call this number if you need to cancel or adjust an appointment. Your visiting Therapist will let you know if they have a direct number they wish to be contacted on.
Email enquiries@reclaimmobility.co.uk for non-urgent communication
Please remember we are a rehabilitation service and not an emergency medical service. In case of requiring urgent medical intervention, then please contact your GP, 111, 999 or A & E department, as required.
What to expect:
Your therapist will visit you at a pre-agreed destination whether this is your home, a residential/nursing home, your workplace or another location. Your therapist will complete an initial assessment after which you will negotiate a rehabilitation plan (if appropriate) that meets your needs and your budget. Occasionally, sessions may be a one-off advisory session or risk assessment, or you may require a short intensive burst of treatment. However, sometimes a longer-term therapy plan is needed depending on your needs and goals. You may be advised to complete some exercises or strategies to help you achieve your goals.
Payment Terms
Preferred payment method is via bank transfer. It is possible to pay by card by letting us know, to arrange a payment link to be sent to you via email or on your phone or your therapist may be able to carry a card machine on them. Alternatively, payment can be taken by cash or cheque (only when requested/pre-agreed).
For your initial assessment, payment is due on the day of the visit.
However, where an invoicing arrangement has been agreed (e.g., monthly or block invoicing), payment must be received within 7 days of the invoice date unless otherwise stated in writing.
Please add your initials and session date as your banking payment reference to help us locate your payment.
Our bank details are:
Account Name: Reclaim Mobility Limited
Bank: Mettle Business Banking
Account number: 56722717
Sort code: 04-03-33
Payment Fees
Late Payment
If payment is not received by the due date, a late payment fee of £25 may be applied to cover administrative costs.
Non-Payment
Persistent non-payment may result in suspension of future sessions, until the balance is cleared. If payment remains outstanding beyond 30 days of the invoice date, a Final Notice will be issued.
If payment is still not received after the date stated in the Final Notice, Reclaim Mobility Ltd reserves the right to refer the debt to a professional debt recovery agency or initiate a Small Claims Court application via the HM Courts and Tribunals Service www.moneyclaim.gov.uk
Any additional administrative, legal, or court fees incurred in debt recovery will be added to the total owed.
Queries or Disputes
Any invoice queries must be raised in writing within 7 days of the invoice being issued.
Queries do not suspend payment unless agreed in writing.
Reclaim Mobility will respond to any genuine query promptly and fairly.
Termination of Service
Reclaim Mobility Ltd reserves the right to discontinue or withhold further appointments for clients with unpaid or persistently late invoices, while ensuring appropriate clinical handover if required.
Visits:
Initial appointments are completed by the most appropriate qualified member of staff. After this point, you may be appropriate to be seen by one of our Senior Rehabilitation Assistants, but we may only be able to provide this service once an appropriate assessment period has been carried out by a therapist to establish a care plan and appropriate goals. However, due to some client’s complex needs, it is not always appropriate to request an assistant visit, and treatment will need to be completed by a qualified therapist instead. To ensure that the rehabilitation plan remains clinically effective, a therapist will need to review at agreed intervals, otherwise the assistant visits may not be considered appropriate to continue.
We endeavour to accommodate your needs with regards to your aims and the frequency of visits you desire, by maintaining open and honest communication regarding your progress, our availability and likely time frames needed to achieve your goals.
Cancellation Policy:
Where possible, please try to give us forward notice if you need to cancel or rearrange an appointment. You may be liable for full payment if cancelled less than 24 hours in advance. This is because visits are carefully planned around client locations to optimise travel and time efficiency, and staff would have arranged their workload to accommodate the visit locations. Any cancellation fees charged within 24 hours of your appointment will be at the therapist’s discretion and exceptional circumstances will be taken into consideration such as a hospital admission.
Data sharing:
We will assume that the named client consents to sharing relevant health data with appropriate health care professionals, unless we are told otherwise. This means that if needed, we will share relevant information with other health professionals i.e. GP, consultant, nurse etc to support your care and well-being.
To optimise our communication efficiency, you will be automatically added to our mailing list to update you of changes and services on offer, unless we are informed otherwise in which case you will be taken off this mailing list. These emails will only be occasional.
We hold your personal and health data securely in an online secure clinical documentation system. We are obliged to hold your data for 8 years as regulated by the Records Management Code of Practice and the law.
Reclaim Mobility is registered with the Information Commissioners Office (ICO) to ensure we are meeting UK data protection standards.
We have a mailing list which we occasionally use to provide updates. By signing these terms and conditions and providing your email address, you agree for these occasional emails, unless you tell us otherwise.
Consent:
If an appointment has not been directly booked between us and the client themselves, we will assume consent has been gained by the booking party for the initial assessment to take place. The client has the right to withdraw consent at any time.
We will discuss the benefits and risks of the advised treatment and intervention. The visiting professional will always support the client to weigh up the benefits and risks to be able to give informed consent as intervention continues.
Or in some cases, treatment may be provided in a best interest decision made in collaboration with your power of attorney or best interests representative.
Sickness:
We are no longer required to wear PPE during our visits. Individual therapists will decide if they wish to wear it for their or your benefit, but please do inform us beforehand if you would prefer us to wear a mask during our visit so we know before entering the property.
You must inform us if you have any of the Covid symptoms or if you are generally feeling unwell such as diarrhoea or vomiting or flu.
If your treating member of staff is unwell, we will consider whether it’s appropriate for a different member of the team to visit instead, but if your session must be cancelled, you will not be charged.
Sustainability:
We are a community-based service which means we travel to clients’ homes to provide their therapy. However, we try to plan our travel to reduce fuel usage and to keep costs as low as possible with regards to optimising time and travel.
Where possible we will try to use electronic methods of communication and will use paper only if required. We try to weave better ethical and sustainability decisions into as much of the business as we can such as eco stationery, uniforms and optimising local, independent businesses within our supply chains.
Feedback:
Please do get in touch with your therapist or clinical director Nicola Rickards if you would like to feedback on your satisfaction with your service. You can also leave a review on our social media, Google, Trust Pilot or Yell business pages. These really do help us to showcase our services to other potential users of our service.
You will find a link to our Google business review page here:
https://g.page/r/CT32mAmXsfl8EAE/review
For Trust Pilot reviews, please click below:
https://uk.trustpilot.com/review/reclaimmobility.co.uk
For email correspondence: