Terms & Conditions: The Complete Knee Physiotherapy Plan

1. About the Program

The Complete Knee Physiotherapy Plan ("the Program") is an online, physiotherapist-led educational and structured rehabilitation platform provided by Complete Knee Physiotherapy Ltd, delivered over 12 weeks.

2. Clinical & Medical Disclaimer

- Not a 1:1 Service: The Program provides a digital framework. It does not constitute a 1-on-1 patient-practitioner relationship, individualised medical diagnosis, or emergency care.

- Professional Assessment: Participation does not replace a face-to-face assessment where clinically indicated.

- Acute Symptoms: If you experience "Red Flag" symptoms (e.g., sudden swelling, inability to weight-bear, night pain, fever, or neurological signs), you must immediately cease the Program and contact your GP, NHS 111, or emergency services.

3. Eligibility & Clinical Screening

Access is strictly subject to a clinical screening process. You agree to provide accurate health information. Complete Knee Physiotherapy Ltd reserves the right to withhold or withdraw access if the Program is deemed clinically unsuitable or unsafe for your specific presentation.

- Referrals: If you have been referred into the Program by a GP or consultant, you may let us know via email or the Q&A Hub. With your consent, we will prepare a discharge summary for your referrer at the end of your Program.

4. AI-Assisted Support & Safety (Kirsty AI)

The Program utilises an AI Knowledge Assistant trained on proprietary clinical protocols.

- Educational Nature: AI-generated content is for educational guidance only and does not constitute a clinical diagnosis or a bespoke medical prescription.

- Human-in-the-Loop: You have the right to request a review of any AI response by a human Chartered Physiotherapist via email.

- Participant Discretion: AI guidance should be applied using your own discretion. If any exercise suggested by the AI causes sharp or increasing pain, you must stop immediately.

5. Outcome Measures & Service Evaluation

By participating, you agree to complete clinical outcome measures (e.g., KOOS, PSFS).

- Clinical Tracking: Data is used to track your individual progress and ensure safety.

- Anonymised Reporting: Anonymised, aggregated data may be used for service evaluation, clinical audit, and to demonstrate effectiveness for NHS commissioning purposes.

6. The Q&A Hub & Support

Throughout the 12-week Program, you can message Kirsty directly through the Q&A Hub, an individual, private messaging channel. Messages are checked daily and replied to within 24 hours, usually sooner.

- Educational Level: Responses provided through the Q&A Hub, WhatsApp, or email are for guidance and support and do not constitute a bespoke, formal clinical assessment.

- Other Communication Channels: We may also contact you, or you may contact us, via WhatsApp or email regarding your Program, in accordance with the consent and channels set out in our Privacy Policy.

7. Participant Responsibility

- Safe Environment: You are responsible for ensuring your exercise environment is safe and that any equipment used (e.g., chairs, steps, resistance bands) is stable and fit for purpose.

- Self-Correction: You agree to follow "form" guidance and stop any activity that causes concerning symptoms.

- Flexible Pacing: The Program is designed to accommodate missed weeks or short breaks; you are not locked out of completing the Program due to gaps in participation.

8. Payments, Pricing & Trial Access

- 7-Day Trial Access: We may offer initial access on a complimentary trial basis, with no card required and no automatic charge. This is subject to completion of clinical onboarding and agreement to these Terms.

- Full Program Investment: To unlock the full 12-week Program after the trial, the current Program fee is required, as displayed on our website at the time of purchase.

- VAT: Prices displayed are the total amount payable; as we are not currently registered for VAT, no VAT is charged.

- Payment Terms: Payment must be made in full, or via an approved instalment provider (currently Klarna or Clearpay), before access to Week 2 onwards is granted.

9. Digital Access & Refund Policy

- Trial Period: The 7-day access period allows you to evaluate the Program's suitability. No payment is taken automatically at the end of this trial.

- Digital Content Waiver: Once you pay to unlock the full 12-week Program, you request immediate access to digital intellectual property. By doing so, you acknowledge that your statutory 14-day right to cancel is waived as the service begins immediately.

- Refunds: Refunds are generally not provided once full access is granted. Case-by-case reviews may be conducted if the Program is deemed clinically unsuitable post-purchase or due to persistent technical failure on our side.

10. No Guaranteed Outcomes

Individual results vary. No guarantees are made regarding pain reduction or functional improvement. Progress depends on medical history, symptom severity, and consistency. We provide the evidence-based framework; the application rests with the participant.

11. Data Protection & Privacy

Personal data is handled in accordance with the UK GDPR and the Data (Use and Access) Act 2025. Full details regarding our AI safety guardrails, WhatsApp communications, and sensitive data handling are set out in our Privacy Policy.

12. Intellectual Property

All Program content, including videos, exercises, written materials, and AI resources, remains the intellectual property of Complete Knee Physiotherapy Ltd. Content is for personal use only and may not be shared or redistributed.

13. Limitation of Liability

To the fullest extent permitted by law, Complete Knee Physiotherapy Ltd (and its directors) is not liable for injury, loss, or damages arising from use of the Program, provided that clinical guidance was followed in accordance with these Terms. Nothing in these Terms limits liability for death or personal injury caused by our negligence.

14. Professional Standards & Governing Law

Complete Knee Physiotherapy Ltd operates in accordance with the standards of the HCPC and the CSP. These Terms are governed by the laws of England and Wales.

15. Contact

Complete Knee Physiotherapy Ltd

Email: [email protected]