Terms & Conditions

By accessing or using the TrueHeal Physiotherapy Platform — including visiting our website, creating a patient account, or booking an appointment — you agree to these Terms and our Privacy Policy, which is incorporated into these Terms by reference.

If you do not agree with any part of these Terms, you must not use our Platform or services. Your continued use of the Platform after any changes to these Terms constitutes acceptance of the updated Terms.

TrueHeal Physiotherapy provides professional physiotherapy and rehabilitation services, including:

• In-person physiotherapy sessions at our clinic.
• Video consultations and remote physiotherapy guidance.
• Telephone consultations for advice and follow-ups.
• Free initial consultations to assess your condition and recommend a suitable treatment plan.
• An online booking platform to schedule, manage, and view your appointments.

The specific services available may vary and are subject to therapist availability. We reserve the right to modify, suspend, or discontinue any service at any time without prior notice.

To use our Platform and book appointments, you must:

• Be at least 18 years of age, or be a parent or legal guardian booking on behalf of a minor.
• Provide accurate, current, and complete information when booking.
• Have a valid phone number that can be reached for appointment confirmations and reminders.

By booking an appointment for a minor, you confirm that you are the parent or legal guardian of the minor and that you accept these Terms on their behalf. A parent or guardian must accompany minors to all in-person sessions.

When you book your first session, a patient account is automatically created for you using your phone number as your username.

• A temporary password is generated and associated with your account. You are responsible for updating it to a secure password of your choice using the Forgot Password feature.
• You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.
• You must notify us immediately at admin@truehealphysiotherapy.com if you suspect any unauthorised use of your account.
• We reserve the right to suspend or terminate accounts that violate these Terms or that we reasonably believe are being used fraudulently.
• Each account is personal and may not be transferred to or shared with another individual.

The following conditions apply to all appointments booked through our Platform:

• Booking Window: Appointments can be booked up to 7 days in advance. We do not accept bookings beyond this window through the online platform.
• Slot Availability: A booking is only confirmed once you receive a confirmation message. Slots are subject to availability on a first-come, first-served basis.
• Accurate Information: You must provide accurate personal and health information. Providing false information may result in the cancellation of your booking and suspension of your account.
• Session Format: Each slot specifies its format (in-person, video, or phone). The format cannot be changed after booking. Please select carefully.
• Punctuality: Please arrive at least 5 minutes before your scheduled appointment. Late arrivals may result in a shortened session, with the full fee still applicable.
• Preparation: Wear comfortable, loose-fitting clothing to your sessions. Bring any relevant medical reports, imaging results, or referral letters to your first appointment.

• Cancellation by Patient: If you need to cancel or reschedule, please contact us at least 24 hours before your appointment to avoid a cancellation fee. Cancellations made with less than 24 hours’ notice may be subject to a fee of up to 50% of the session price.
• No-Show:Failure to attend a confirmed appointment without prior notice (“no-show”) will result in the full session fee being charged for paid sessions.
• Cancellation by TrueHeal Physiotherapy: We reserve the right to cancel or reschedule appointments due to unforeseen circumstances (e.g., therapist unavailability, medical emergency, or force majeure events). In such cases, we will notify you as soon as possible and offer an alternative slot or a full refund.
• Free Consultations: Free consultation slots that are not attended without prior cancellation may result in restrictions on future free consultation bookings.

To cancel or reschedule, contact us atadmin@truehealphysiotherapy.com.

• Session Fees: The session fee is displayed at the time of booking. Fees are subject to change; the fee applicable at the time of booking will be honoured for that appointment.
• Online Payment: Online payments are processed securely through Razorpay and are non-refundable except where we cancel or reschedule the appointment, or as otherwise required by applicable law.
• Cash Payment: For cash bookings, payment is due at the clinic before or at the time of your session. We reserve the right to refuse service if payment is not made.
• Coupon Codes: Discount coupons may be applied at the time of booking. Coupons are subject to their individual terms (validity period, usage limit, and eligibility). Coupons cannot be applied retroactively or combined with other offers unless stated.
• Refunds: Refunds for online payments will be processed within 7–10 business days to the original payment method, subject to our cancellation policy. We are not responsible for any delays caused by your bank or payment provider.
• Taxes: All applicable taxes (including GST where applicable) are included in the displayed session fee.

The information, content, and services provided by TrueHeal Physiotherapy are for general physiotherapy and rehabilitation purposes only.

• Our services do not constitute or replace medical advice, diagnosis, or treatment by a registered medical doctor. Always consult a qualified physician for medical concerns.
• You are responsible for disclosing all relevant medical history, current medications, allergies, and conditions to your therapist before each session. Withholding material health information may compromise your safety and treatment outcomes.
• Physiotherapy involves physical activity and hands-on treatment that carries inherent risks, including temporary muscle soreness, discomfort, or, in rare cases, injury. You acknowledge and accept these risks by booking and attending sessions.
• If you experience worsening pain, dizziness, breathing difficulty, or any adverse reaction during a session, inform your therapist immediately.
• The outcomes of physiotherapy treatment are not guaranteed and vary from patient to patient depending on the nature, severity, and chronicity of the condition.

You agree to treat all TrueHeal Physiotherapy staff, therapists, and other patients with respect and courtesy. The following conduct is strictly prohibited:

• Abusive, threatening, discriminatory, or harassing behaviour towards any staff member or patient, whether in person, by phone, or through any digital channel.
• Attending a session under the influence of alcohol or non-prescribed drugs.
• Recording sessions (audio or video) without the explicit written consent of the therapist and TrueHeal Physiotherapy.
• Misrepresenting your identity or providing false health information.
• Attempting to access our systems, databases, or software without authorisation.

We reserve the right to immediately terminate your session, cancel future bookings, and suspend or delete your account if you violate these conduct standards, without refund.

All content on the TrueHeal Physiotherapy Platform — including text, graphics, logos, button icons, images, audio clips, software, and the compilation thereof — is the property of TrueHeal Physiotherapy or its content suppliers and is protected by applicable intellectual property laws.

• You may use the Platform solely for the purpose of booking and managing your physiotherapy appointments.
• You may not reproduce, distribute, modify, create derivative works of, publicly display, or exploit any content from the Platform without our express prior written consent.
• Any feedback, suggestions, or ideas you submit to us become our property and may be used without any obligation to compensate you.

To the fullest extent permitted by applicable law:

• TrueHeal Physiotherapy shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform or our services, including loss of data, loss of profits, or personal injury, even if we have been advised of the possibility of such damages.
• Our total aggregate liability to you for any claim arising out of or relating to these Terms or our services shall not exceed the amount you paid for the specific session giving rise to the claim.
• We are not responsible for any failure or delay in performance caused by circumstances beyond our reasonable control, including natural disasters, pandemics, government restrictions, power failures, or internet outages.
• We do not warrant that the Platform will be uninterrupted, error-free, or free from viruses or other harmful components.

You agree to indemnify, defend, and hold harmless TrueHeal Physiotherapy, its directors, therapists, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your use of the Platform or services.
• Your breach of any provision of these Terms.
• Your violation of any applicable law or regulation.
• Any false or inaccurate information you have provided to us.

Either party may terminate the relationship governed by these Terms at any time:

• By you: You may close your account at any time by contacting us at admin@truehealphysiotherapy.com. Outstanding payments for completed or missed sessions remain due upon termination.
• By us: We may suspend or terminate your account immediately and without notice if you breach these Terms, engage in fraudulent activity, or if we are required to do so by law.

Upon termination, your right to use the Platform ceases immediately. Provisions of these Terms that by their nature should survive termination (including payment obligations, intellectual property, limitation of liability, and indemnification) shall continue to apply.

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising out of or relating to these Terms or our services shall be subject to the exclusive jurisdiction of the courts located in Mumbai, Maharashtra, India.

Before initiating any formal legal proceedings, you agree to attempt to resolve any dispute informally by contacting us at admin@truehealphysiotherapy.com and giving us 30 days to resolve the issue. We will make reasonable efforts to address your concern promptly and fairly.

We reserve the right to update or modify these Terms at any time. When we make material changes, we will:

• Update the “Last updated” date at the top of this page.
• Notify registered patients via their registered phone number or email (if provided) for significant changes.

Your continued use of the Platform or booking of appointments after the effective date of revised Terms constitutes your acceptance of the changes. We encourage you to review these Terms periodically.

If you have any questions about these Terms and Conditions, please contact us: