Attendance, Cancellation & Rescheduling Policy

Breathe & Move Limited

At Breathe & Move Limited, appointment times are reserved specifically for you. To ensure safe, effective care and the efficient operation of our clinical services, all clients are required to read and adhere to the following policy.

Attendance (Video Appointments)

For video appointments, it is the client’s responsibility to ensure they can attend in a manner that allows the physiotherapist to provide safe and effective care.

By booking a video appointment, the client acknowledges and agrees that:

  • They will attend from a quiet, private environment with a strong and reliable internet connection.

  • Where possible, they should use a laptop or tablet rather than a mobile phone to ensure better audio and visual quality.

  • The physiotherapist delivering the appointment is reliant on the client providing honest, accurate, and complete information in response to clinical questions to ensure appropriate advice and treatment.

  • Artificial intelligence (AI) may be used to assist in creating accurate and comprehensive clinical notes from each appointment.

  • The video consultation platform used is provided by WriteUpp.

AI Note-Taking & Clinical Record Storage

AI may be used to support clinical note-taking:

  • All notes are stored securely within WriteUpp.

  • WriteUpp’s clinical note storage is GDPR compliant and hosted on ISO27001-certified, EU-based Microsoft Azure servers.

  • Data is protected using 256-bit SSL encryption for data in transit.

  • The system uses two-factor authentication (2FA) for staff access and role-based permissions to restrict access to authorised users only.

  • WriteUpp employs active geo-replication to prevent data loss and maintains eight real-time, encrypted, geographically distributed backups.

  • All data is stored in secure EU data centres (Dublin and Amsterdam) with 24/7 physical and biometric security.

  • Audit logs are available to track system access and activity.

  • Patient privacy is further protected through the use of unique WriteUpp identifiers (WUIDs), allowing documentation to be stored without unnecessary patient-identifiable information.

Video Platform Security & Data Protection

The client acknowledges and accepts that:

  • WriteUpp video consultations use end-to-end encryption (E2EE), providing direct, private, browser-to-browser connections.

  • No video or audio content is recorded, saved, or stored other than any clinical notes taken.

  • Calls operate using peer-to-peer (P2P) technology.

  • No external software downloads are required.

  • Appointments are accessed via a unique, secure, time-sensitive link.

  • The system is ISO27001-certified, GDPR compliant, and protected using industry-standard encryption.

Cancellations

  • Appointments cancelled with less than 72 hours’ notice are non-refundable.

  • Failure to attend an appointment (no-show) will result in no refund being issued.

  • Cancellations must be communicated in line with the rescheduling process outlined below to be considered valid.

Rescheduling (or Cancelling) Appointments

If you need to reschedule your appointment, you must do so at least 72 hours before your scheduled appointment time.

To request a reschedule, please:

  • Call 01234 632362 and leave a voicemail.

  • Your voicemail must clearly state:

    • Your full name

    • Your date of birth

    • The date and time of your appointment

The date and time of your voicemail will be used to determine whether the request was made with the required minimum 48 hours’ notice.

If the request is valid, a member of our team will contact you to arrange a new appointment date and time.

Requests made with less than 48 hours’ notice are not eligible for rescheduling or refund.

Late Arrivals

  • If you arrive late for your appointment, the session will still end at the originally scheduled time.

  • Appointments will not be extended to compensate for lost time.

  • The full appointment fee remains payable regardless of arrival time.

Refunds & Discretion

  • Refunds will only be issued at the absolute discretion of Breathe & Move Limited.

  • All refund decisions are made on a case-by-case basis, taking into account the individual circumstances.

  • This policy applies to all appointments, including initial assessments and follow-up sessions.

Acceptance of Policy

By booking an appointment with Breathe & Move Limited, the client confirms that they have read, understood, and accepted this Cancellation, Rescheduling & Attendance Policy in full, including the use of AI, data storage, and data protection practices described above.