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The Regen Practice – Terms & Conditions 

 

Contact Us: hello@theregenpractice.com  

14 Priory Court Road Bristol, BS9 4DE 

ICO Registration Number: ZC089254 

Last updated: February 2026 

 

1. About Us  

The Regen Practice is an ordinary partnership operating in England and Wales between Rebecca Noy and Jennifer Pinkstone. 

We provide private pelvic health physiotherapy services in the United Kingdom. 

All physiotherapy services are delivered by Rebecca Noy and Jennifer Pinkstone, who are: 

  • Registered Physiotherapists with the Health and Care Professions Council (HCPC) 

  • Members of the Chartered Society of Physiotherapy (CSP) 

  • Registered with the Pelvic, Obstetric and Gynaecological Physiotherapy (POGP) network 

Appointments take place at: 

The Medical Southfield House 2 Southfield Road Bristol BS9 3BH 

The Regen Practice operates independently within these premises. 

 

2. Bookings & Payment  

All appointments must be booked via our online booking system. 

Full payment is required at the time of booking in order to secure your appointment. 

The price shown at the time of booking applies. We reserve the right to amend our fees at any time, but this will not affect confirmed appointments. 

 

3. Virtual (Remote) Appointments  

The Regen Practice offers virtual physiotherapy consultations delivered via secure video platform. 

By booking a virtual appointment, you acknowledge and agree that: 

  • You are responsible for ensuring you have access to a suitable device, internet connection, and private space for the consultation. 

  • You confirm that you are physically located within the United Kingdom at the time of your virtual appointment. 

  • While we take reasonable steps to use secure systems, electronic transmission of information cannot be guaranteed to be completely secure. 

  • Virtual consultations may have clinical limitations compared to in-person assessment. 

  • If we determine during the consultation that an in-person assessment is clinically necessary, we will advise you accordingly. 

If a virtual appointment is disrupted due to technical difficulties, we will make reasonable efforts to reconnect and continue the consultation. 

If the appointment cannot proceed due to unforeseen technical issues outside of your control, we will reschedule at no additional cost. 

If the disruption arises due to issues within your control, the standard cancellation policy may apply. 

Virtual appointments are subject to the same cancellation policy as in-person appointments. 

 

4. Cancellation & Refund Policy  

Appointment times are reserved exclusively for you. We therefore operate the following cancellation policy: 

  • More than 24 hours’ notice: Full refund or reschedule 

  • Less than 24 hours’ notice: Non-refundable 

  • Failure to attend (no-show): Full appointment fee retained 

Cancellations must be made via the booking system or by email to hello@theregenpractice.com 

Genuine emergencies may, at our discretion, waive cancellation fees. 

 

5. Our Right to Cancel  

We reserve the right to cancel or rearrange appointments where necessary, including due to illness, unforeseen circumstances, or issues relating to the premises. 

In such cases, a full refund or alternative appointment will be offered. 

 

6. Late Arrival  

If you arrive late, your appointment may need to be shortened to avoid impacting other patients. The full appointment fee will still apply. 

 

7. Distance Contracts & Cooling-Off Period  

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, services booked online are considered distance contracts. 

By booking an appointment within 14 days of making the booking, you expressly request that we provide the service within this period. 

If the appointment takes place within the 14-day period, you acknowledge that your statutory right to cancel may be lost once the service has been fully performed. 

This does not affect your rights under our cancellation policy set out above. 

 

8. Your Responsibilities  

You agree to: 

  • Provide accurate and complete information about your medical history and current health. 

  • Inform us of any changes to your condition. 

  • Follow agreed treatment advice where appropriate. 

Pelvic health physiotherapy may involve internal assessments where clinically indicated. This will always be explained beforehand and carried out only with your informed consent. You may withdraw consent at any time. 

 

9. Suitability for Treatment  

We reserve the right to decline, postpone, or discontinue treatment if: 

  • It is not clinically appropriate 

  • You require medical care beyond our scope of practice 

  • Or we believe it is not in your best interests to proceed 

Our services do not replace emergency medical care. 

 

10. Complaints  

We aim to provide the highest standard of care. If you are unhappy with any aspect of your treatment, please raise your concern with us directly. 

You can contact us at: hello@theregenpractice.com 

We will acknowledge your complaint promptly and aim to resolve it fairly and quickly. 

 

11. Limitation of Liability  

We will provide services with reasonable care and skill in accordance with UK professional standards. 

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded under UK law. 

To the extent permitted by law, our liability shall be limited to the amount paid for the relevant appointment. 

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12. Independent Practitioner Status  

While appointments take place within the premises of The Medical, all physiotherapy services are provided independently by The Regen Practice. The Medical is not responsible for clinical services delivered by The Regen Practice. 

 

13. Changes to These Terms  

We may update these Terms from time to time. The version in force at the time of booking will apply to your appointment. 

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