Terms of Business

The following terms and conditions relate to all work carried out by Hobbs Rehabilitation, a company incorporated in England and Wales (registered number 5323651) whose registered office is at Unit 1 Bridgets Lane Farm Offices, Bridgets Lane, Martyr Worthy, Winchester, SO21 1AR.

 

What you can expect from Us

• Hobbs Rehabilitation will always provide you with high-quality, professional rehabilitation from qualified therapists and/or rehabilitation assistants as per your agreed treatment plan. All members of our team have passed all relevant Disclosure and Barring Service checks, and qualified therapists are HCPC registered.
• Rehabilitation by its nature can be hands-on and therefore there will be implied consent for hands-on procedures by the therapist as is considered appropriate by their professional bodies.
• Hobbs staff will always treat clients with respect and dignity, supporting your physical, social, cultural and wellbeing needs wherever possible.

 

What we expect from You

• You understand that you may at any time withdraw from any treatment or assessment procedure without any further prejudice to yourself, and you may always intervene to ask for further information.
• You understand that packages are individualised to your needs and goals and should not be compared between yourself and other patients.
• You understand that fees are set based on professional assessment and treatment, not on the time taken to accomplish this, therefore sessions may need to be of varying lengths to achieve the planned tasks. Suggested session lengths are therefore an estimate based on our experience of the time necessary to do this. 
• You understand that all session fees include time for essential non-contact professional time e.g. clinical documentation, professional liaison, rehab programme planning, attending meetings, goal setting, researching and accessing appropriate equipment and other services that are relevant to your case. This may mean that the face-to-face treatment portion of your session will be shorter than the total time stated.  These non-face-to-face tasks are essential to the provision of high-quality care, and in some cases a legal requirement (e.g. note writing, safeguarding).
• You will agree to pay for services provided as per our terms; inform us of any concerns you may have and give us sufficient notice (see cancellations below) if you need to cancel or postpone an appointment so we can offer your appointment to another client.

 

Unacceptable Behaviour

• We pride ourselves on providing a professional, safe, and respectful environment. We have a zero tolerance policy regarding any form of abusive, threatening, discriminatory, or disruptive behaviour, either from Hobbs staff or sub-contracted workers, or from clients and visitors.
• If, in our reasonable opinion, a Client exhibits unacceptable behaviour—including but not limited to the use of foul or offensive language, physical or verbal threats, harassment of our staff or other customers, or intoxication—we reserve the right to:
  • Refuse to provide further goods or services to the Client;
  • Require the Client to leave our premises or digital platforms immediately; and/or
  • Terminate this agreement with immediate effect by providing written notice.
• If visitors/families/ representatives of the patient are disruptive to the progression of therapy or go against the clinical recommendations of Hobbs staff, thereby placing the Client at risk we reserve the right to:
  • Refuse to provide further goods or services to the Client;
  • Require the Client to leave our premises or digital platforms immediately; and/or
  • Terminate this agreement with immediate effect by providing written notice.
• In the event of termination under this clause, we shall not be liable for any losses, costs, or damages suffered by the Client, nor shall we be required to issue any refunds for services or goods not yet fully rendered.

 

TERMS AND CONDITIONS OF TREATMENT

1. Expenses

• As far as is possible, all fees and expenses will be quoted for and agreed upon in advance of any treatment commencing and include travel charge advisories where applicable. A list of fees and expenses is available on request. Written report fees are subject to the level of detail required and length. If there are circumstances where extra charges are applicable, e.g. for additional therapy sessions, activities or required equipment, Hobbs will gain consent from the Client or their representative prior to commencing activity or purchasing product.

 

2. VAT

• All fees and expenses quoted or charges are exclusive of any applicable taxes. As Hobbs Rehabilitation provides services and goods that are exempt for VAT (VAT) under current legislation, no VAT is charged on our invoices. If any change in law or tax classification requires the imposition of VAT or any other tax on the supplies made, you will be responsible for paying such tax in addition to the quoted or invoices fees.

 

3. Payment Terms

Assessments:

• Payment for the assessment must be made prior to the assessment, and an assessment cannot be considered to be booked until payment has been received. Payments for assessments are non-refundable

Outpatient sessions:

• For outpatient sessions, follow-up treatment will be invoiced arrears. Full payment must be received no later than 14 days from the receipt of an invoice.

Outpatient exercise classes:

• Outpatient exercise classes will usually be booked in advance in blocks. Please speak to the clinical team about the exact arrangements for each class as these differ.  Refunds will not be given if you are unable to attend any pre-booked sessions.  If Hobbs has to cancel a class session for any reason, we will endeavour to add these on to existing blocks.

Outpatient hydrotherapy (Winchester):

• All bookings for the hydrotherapy exercise class and independent sessions must be made one month in advance. In order for this to fit with our payment terms of 14 days, this means we will be sending invoices on or around the 15th of the previous month (e.g. June’s invoice will be sent on the 15th of May).
  • Exercise Classes – For the exercise class, please let us know by the 15th of the previous month if you intend to stop attending. Please note that we are unable to accommodate any refunds for exercise class sessions missed.
  • Independent Sessions – For independent sessions, we will do our best to accommodate planned changes to your booking if notice is given prior to the 15th of the previous month. To ensure this process runs smoothly, please notify us prior to the 15th of the month for the following month, of any sessions that you are unable to attend. For example if you will be on holiday in July, please let us know before the 15th of June and we will adjust your booked sessions accordingly.
• Bookings for 1:1 hydrotherapy assessment and follow-up sessions will be subject to the same terms as for outpatient sessions.

Intensive outpatient packages:

• Once you have committed to an intensive treatment package an initial payment is required to secure it. For 20- and 40-hour packages, the full amount will be required upfront, and this payment will be non-refundable. For 60- and 80-hour packages, a non-refundable payment of 50% will be required upfront, with the remaining 50% of the package cost invoiced halfway through.
• Please note that we are unable to accept payment for intensive packages through BUPA, AXA, or other private health insurance companies. Please let us know if you would like us to provide you with a receipted invoice, to allow you to try to claim the costs yourself.

Laverstock inpatient packages:

• Intensive inpatient packages at Laverstock require a minimum of a 3 weeks stay, and payment for this period is required in advance, and is non-refundable in the event of cancellation. If payment is not received at least 2 working days prior to the admission date then the admission will not be considered confirmed, and may need to be postponed or cancelled.
• For admissions longer than 3 weeks, we require initial payment for at least the first 3 weeks upfront prior to admission. Payment for any additional weeks must be received prior to the end of the initial 3-week period.

Chedington Residential packages:

• Once you have committed to an inpatient package at Chedington, an initial payment is required to secure it. If you are staying for 3 weeks or less 100% of the payment must be made upfront. If you are staying for more than 3 weeks, 50% must be paid upfront prior to admission, and 50% half way through your stay.

 

General payment terms:

• Payment is expected to be made within 14 days of the receipt of an invoice. If there is a situation where there are less than 14 days from receiving invoice to a planned inpatient or residential admission then payment must be received at least 2 working days prior to the admission date or the admission will not be considered confirmed, and may need to be postponed or cancelled.
• If late payments are due and not settled, we reserve the right to charge interest on the outstanding balance as a late payment fee and claim statutory interest (at 8% over the current Bank of England base rate) on the outstanding balance together with collection charges.
• Payments will be by BACS transfer where possible.  We do have credit/debit card facilities and we can accept credit/debit card payments over the phone, or cheques if necessary for payments less than £2,000. 

 

4. Cancellations & Postponements

• Cancellations cause significant challenges for our clinics, and late cancellations can be particularly challenging as it can be difficult to book in other clients at short notice.
• Please give the maximum amount of notice possible if you need to cancel your package or individual appointments. We will endeavour to rebook appointments within the same week, where possible, to avoid cancellation fees, however this may not always be possible. Late or repeated cancellations of sessions will incur a cancellation fee, up to the full cost of the treatment, as follows:
  • For assessment sessions, the initial payment is non-refundable, although we will endeavour to accommodate re-booking within 7 days should you need to cancel your appointment. If you are unable to re-book your appointment within 7 days, the full fee will be retained.
  • For outpatient follow-up appointments, please give as much notice as possible of cancellation. Cancellation of appointments with less than 48 hours’ notice will incur a charge of 50% of the total session fee.  Cancellation with less than 24 hours’ notice will incur the full charge. 
• Cancellation and postponement of intensive outpatient packages:
  • The initial payment (of either the full amount for 20- and 40-hour packages, or 50% for 60- and 80-hour packages) is non-refundable in the event of cancellation.
  • If you wish to cancel the rest of your treatment package at any point during your treatment, any remaining sessions will be charged at 50%, unless re-booked within 30 days.
  • We require 21 days’ notice if you wish to postpone your treatment package, for us to reallocate your appointment time slots. If less than 21 days’ notice is given a penalty charge will incur, which will be 50% of your first payment, regardless of how quickly the package is re-booked.
  • Postponed packages must be rebooked within 30 days to avoid cancellation fees. If your package is not re-booked within 30 days, the full initial fee will be retained.
  • You cannot postpone your treatment more than 2 times.
• Cancellation and postponement of inpatient and residential packages:
  • The initial payment for 3 weeks admission is non-refundable in the event of cancellation
  • If you wish to cancel your admission during your stay after the first 3 week period, the fees will depend on the specific circumstances.
  • If you wish to postpone the start date of your admission, we require 14 days’ notice, to enable us to reallocate your room. If less than 14 days’ notice is given a penalty charge will incur, which will be 50% of your first payment, regardless of how quickly the package is re-booked.
  • Postponed admissions must be rebooked within 30 days to avoid cancellation fees. If your package is not re-booked within 30 days, the full initial fee will be retained.
  • You cannot postpone your admission more than 2 times.

 

5. Assessments and Reassessments

• For outpatient services, a new full assessment will be required where more than six (6) months have elapsed since the client was last seen. A full assessment may also be required where a client is transferring from another service or between disciplines, where clinically appropriate.
  For inpatient services, the standard assessment validity period is three (3) months, after which reassessment may be required, with payment as per the terms set out above for assessments.

 

6. Replacement Therapists

• Where a therapist is scheduled to provide a service and is unable to fulfil this commitment, Hobbs Rehabilitation will make every effort to replace that therapist with another professional, subject to agreement by the client and/or case manager. Where a replacement cannot be found, there will be no charge for the service involved.

 

7. Laverstock Inpatient Admissions General Terms:

• All inpatient packages include the full MDT (OT, PT, SALT and neuropsych). If it is identified that more of one profession is required than another during assessment, the package can be flexed to accommodate within reason, however the offer is for the full MDT and therefore if other professions are declined by the patient these sessions may not be available otherwise and a refund will not be issued.
• Rehabilitation occurs between 0800-1700 Monday to Friday. If early sessions are declined by the patient and result in a delay to or cancellation of rehab sessions as a result, these sessions may not be able to be rearranged and a refund will not be issued.
• Due to the nature of inpatient rehabilitation, more time is required to plan safe discharges towards the end of a stay. Therefore face to face time with a therapist will be less to account for the increase in non face to face work required which is part of the package.
• Once a patient has been discharged from Hobbs’ inpatient service, we are unable to intervene or provide advice regarding the post-discharge situation unless a new agreement is agreed regarding the continuation of Hobbs’ services.
• Board and lodging is included, e.g. laundry, cleaning, meals, etc. However other consumables such as toiletries are not provided.
• If it becomes clear during admission that information provided to Hobbs prior to admission was either incorrect or withheld, or the patient’s clinical presentation has changed significantly from assessment and we are not informed in advance of admission, we reserve the right to cancel the package with no refund being issued.
• Any overstay beyond your planned discharge date will be charged at our daily bed rates and must be paid for in full. Also, any further therapy required will be charged.
• Because of the need to protect the rights of currently admitted clients, the right to attend the Hobbs’ sites ends at the point of discharge and further visiting must be agreed with the Service Leads for each location.

 

8. Chedington Residential Admissions General Terms:

• All residential packages include the full MDT (OT, PT, SALT and neuropsych). If it is identified that more of one profession is required than another during assessment, the package can be flexed to accommodate within reason. However, the offer is for the full MDT and therefore if other professions are declined by the patient these sessions are non refundable.
• There will be Hobbs therapists onsite Monday – Friday 0800-1630, your session times will be based around your needs. However, if you decline a session time we will do our best to rearrange it but if we are unable to, this session is non-refundable.
• We will aim to get your weekly timetable out to you at the latest the Friday before your package. We will endeavour to stick to this timetable but depending on your needs and environmental factors we may need to change timings of sessions but will we give you as much notice as possible and discuss this with you and the reasoning behind it.
• If it becomes clear during admission that information provided to Hobbs prior to admission was either incorrect or withheld, or the patient’s clinical presentation has changed significantly from assessment and we are not informed in advance of admission, we reserve the right to cancel the package with no refund being issued.
• Any overstay beyond your planned discharge date will be charged at our daily bed rates and must be paid for in full. Also, any further therapy required will be charged.
• Because of the need to protect the rights of currently admitted clients, the right to attend the Hobbs’ sites ends at the point of discharge and further visiting must be agreed with the Service Leads for each location.

 

9. Confidentiality

• Hobbs Rehabilitation shall not disclose, publish, or authorise others to publish any reports or information pertaining to the client, without the prior written approval of the client, case manager or legal executive, parent or guardian.

 

10. Copyright

• Hobbs Rehabilitation shall retain the copyright and intellectual property to any reports, professional notes or other materials that we might supply unless a specific agreement is made in writing to assign any rights to the client.

 

 

Further Information

For more information about privacy, data protection and our terms of business, please visit the following: