Terms and Conditions

1. About These Terms

These Terms should be read together with Physiogic's:

• Privacy Policy
• Return, Exchange & Refund Policy
• Service Policy
• Appointment and Cancellation Policies
• Any applicable product warranty
• Any specific terms communicated at the time of booking, purchase or registration

Where a specific written agreement or service-specific policy applies to a particular transaction, that document may supplement or, where expressly stated, take precedence over these general Terms.

2. Physiogic Services

Physiogic may provide, among other services:

• Physiotherapy
• Sports physiotherapy
• Musculoskeletal rehabilitation
• Sports injury rehabilitation
• Post-operative rehabilitation
• Geriatric rehabilitation
• Pediatric/specialized rehabilitation
• Home physiotherapy
• Chiropractic and manual therapy services
• Dry needling
• Exercise therapy and rehabilitation
• Strength and conditioning-related services
• Clinical assessment and rehabilitation planning
• Professional education
• Courses and workshops
• Healthcare and rehabilitation products
• Physiotherapy, medical and fitness equipment
• Other related services and products introduced from time to time

The availability of any particular service, therapist, practitioner, product, package, course or location is subject to change.

3. No Guarantee of Clinical Outcome

Physiotherapy, rehabilitation, exercise, manual therapy and related healthcare services involve individual clinical variation.

Physiogic and its practitioners may provide assessment, clinical reasoning, treatment, rehabilitation planning, education and professional recommendations based on the information available at the time.

However, no specific clinical outcome, recovery period, pain reduction, performance improvement or cure can be guaranteed.

Treatment outcomes may depend upon, among other factors:

• The underlying condition
• Severity and duration of the condition
• Individual biological factors
• Compliance with treatment
• Exercise adherence
• Lifestyle
• Sleep and nutrition
• Previous injuries
• Medical conditions
• Medication
• Surgical history
• Patient participation
• Factors outside the reasonable control of Physiogic

Any statements concerning expected outcomes, recovery or improvement are general clinical guidance and should not be interpreted as a guarantee.

4. Physiotherapy Is Not a Substitute for Emergency Medical Care

Physiogic provides physiotherapy and related healthcare services and is not an emergency medical service.

Patients experiencing an emergency or potentially life-threatening symptoms should immediately seek appropriate emergency medical care or contact the relevant emergency medical service.

Examples may include, but are not limited to:

• Severe chest pain
• Severe difficulty breathing
• Loss of consciousness
• Sudden neurological symptoms
• Suspected stroke
• Major trauma
• Severe uncontrolled bleeding
• Acute medical deterioration
• Any other condition requiring immediate emergency intervention

Physiogic may recommend medical referral or further investigation where clinically appropriate.

5. Patient Responsibility and Accurate Information

Patients are responsible for providing accurate and complete information relevant to their care.

This includes, where applicable:

• Medical history
• Current symptoms
• Previous injuries
• Surgical history
• Current medications
• Allergies
• Existing medical conditions
• Pregnancy or possible pregnancy where relevant
• Relevant diagnostic reports
• Previous treatment
• Relevant lifestyle or occupational information
• Any change in health status

Failure to disclose relevant information may affect clinical decision-making and treatment safety.

Physiogic shall not be responsible for consequences arising from material information that a patient knowingly or negligently fails to disclose, subject always to applicable law.

Patients must inform the treating practitioner immediately if they experience unusual, worsening or concerning symptoms during treatment.

6. Clinical Assessment and Treatment

A clinical assessment is normally required before treatment recommendations are finalized.

Treatment may be modified, postponed, discontinued or referred elsewhere where the treating practitioner considers this clinically appropriate.

Physiogic may recommend:

• Further medical consultation
• Diagnostic imaging
• Laboratory investigations
• Specialist referral
• Surgical consultation
• Emergency medical assessment
• Modification or discontinuation of treatment

Such recommendations are made in the patient's interest and do not constitute a guarantee or diagnosis outside the practitioner's professional scope.

7. Practitioner Allocation

Physiogic may allocate or change a treating physiotherapist or practitioner according to:

• Availability
• Clinical requirements
• Location
• Scheduling
• Gender preference where reasonably possible
• Practitioner expertise
• Operational requirements

A request for a particular practitioner may be accommodated where reasonably possible but cannot always be guaranteed.

8. Appointments

Appointments are subject to availability and are confirmed according to Physiogic's applicable booking process.

Patients are expected to arrive on time.

Late arrival may reduce the effective treatment time where another appointment follows.

Repeated late arrivals, cancellations, no-shows or failure to cooperate with scheduling may result in appointment restrictions or other reasonable administrative action.

9. Cancellation and Rescheduling

Patients should provide reasonable advance notice when cancelling or rescheduling an appointment.

Specific cancellation, package and refund rules may vary according to the service purchased and will be communicated through the applicable service policy.

Where an advance payment, package or online payment has been made, the applicable Physiogic Return, Exchange & Refund Policy and/or Service Policy shall apply.

Physiogic reserves the right to cancel or reschedule an appointment when reasonably necessary because of:

• Practitioner unavailability
• Operational circumstances
• Safety concerns
• Public holidays
• Force majeure
• Clinical considerations
• Other circumstances beyond reasonable control

Where Physiogic cancels a prepaid service and cannot reasonably provide the service within an agreed alternative arrangement, the applicable refund policy shall apply.

10. Home Physiotherapy

Home physiotherapy services are subject to practitioner availability, geographic coverage, scheduling and applicable charges.

The home environment may present limitations or risks that do not exist within a clinical facility.

Patients are responsible for providing a reasonably safe and appropriate treatment environment.

Physiogic may decline, postpone or modify a home visit where the treating practitioner reasonably considers the environment unsafe or unsuitable.

Home physiotherapy charges, packages, travel-related charges and other applicable fees will be communicated before or at the time of booking.

11. Packages

Physiotherapy and rehabilitation packages may be subject to specific:

• Validity periods
• Session limits
• Transfer restrictions
• Cancellation rules
• Rescheduling rules
• Practitioner availability
• Payment conditions

Unless expressly agreed otherwise in writing, packages are personal to the purchasing patient and may not be transferred, resold or exchanged for cash.

Unused sessions do not automatically constitute refundable cash value.

Any package-specific terms communicated at purchase form part of the agreement for that package.

12. Fees and Charges

Physiogic's charges are communicated through the website, clinic, quotation, invoice, WhatsApp, telephone, email or other official communication channel.

Prices may change from time to time.

The applicable price shall generally be the price confirmed at the time of booking or purchase, subject to correction of genuine pricing or technical errors.

Additional charges may apply for:

• Home visits
• Special services
• Customized products
• Special-order products
• Delivery
• Installation
• Additional clinical services
• Customized packages
• Other services specifically agreed with the customer

13. Online Payments

Physiogic may accept online payments through authorized payment gateways, including PayFast, as well as other payment methods made available from time to time.

The customer is responsible for ensuring that payment information supplied through the authorized payment process is accurate.

Physiogic does not request or require customers to provide their card PIN, OTP, password or other confidential banking credentials directly to Physiogic staff.

Customers should only make payments through official Physiogic payment channels.

Physiogic shall not be responsible for payments made to unauthorized persons, fraudulent accounts, unofficial links or third parties not authorized by Physiogic.

Payment confirmation may be subject to confirmation from the relevant payment service provider or bank.

A payment shown as pending, failed, reversed or disputed by a payment provider may require verification before an order or service is considered fully paid.

14. Payment Gateway and Banking Charges

Where applicable, payment processing, gateway, banking, currency-conversion or other non-recoverable charges may be treated in accordance with the applicable payment terms and refund policy, subject to applicable law and the terms of the relevant payment provider.

Physiogic will not impose a charge that is prohibited by applicable law or by the rules applicable to the relevant payment system.

15. HBL POS and In-Clinic Card Payments

Physiogic may accept card payments through its authorized point-of-sale facilities, including HBL POS.

Customers should retain their payment receipt or transaction confirmation where applicable.

Any payment dispute should be reported promptly through the official Physiogic contact channels and, where appropriate, through the customer's issuing bank or relevant payment provider.

16. Products and E-Commerce

Products sold by Physiogic may include physiotherapy, rehabilitation, medical, fitness and related equipment.

Customers are responsible for reviewing:

• Product specifications
• Dimensions
• Compatibility
• Intended use
• Electrical requirements
• Warranty conditions
• Installation requirements
• Suitability for their intended purpose

before purchasing.

Unless expressly represented otherwise, Physiogic does not represent that a particular product is suitable for every individual, clinical condition, facility or application.

Professional advice should be obtained where a product requires clinical or technical assessment.

17. Product Returns, Exchanges and Refunds

Product returns, exchanges and refunds are governed by the separate Physiogic Return, Exchange & Refund Policy.

That policy currently provides, among other requirements, that eligible product claims may include wrong products, manufacturing defects, transit damage and products significantly different from the confirmed order, subject to the stated conditions.

The policy also identifies categories of products that are generally non-returnable, including used electrical/electronic therapy devices, hygiene-sensitive products, customized products, special-order/imported products, digital products and certain services.

Customers should review that policy before purchasing.

18. Product Inspection

Where a product return is requested, Physiogic may inspect the product before approving a return, exchange, replacement, store credit or refund.

Inspection may include:

• Functional testing
• Physical inspection
• Serial-number verification
• Tamper-seal verification
• Accessory verification
• Packaging inspection

as applicable.

19. Manufacturer Warranty

Where a product carries a manufacturer's warranty, the warranty shall be governed by the manufacturer's applicable warranty terms.

Physiogic may facilitate warranty claims where appropriate but does not extend or create a manufacturer's warranty unless expressly stated in writing.

20. Courses, Workshops and Educational Activities

Course, workshop, seminar and educational registrations are subject to the specific terms communicated for the relevant event.

Fees, registration, cancellation, transfer, attendance and certificate conditions may differ between programs.

Registration does not guarantee admission where capacity is limited unless the registration has been confirmed by Physiogic.

Certificates, where offered, are subject to the stated attendance and assessment requirements.

21. Educational and Informational Content

Content published on the Physiogic website, social media, videos, blogs and other platforms is intended primarily for general educational and informational purposes.

Such content does not necessarily constitute individualized medical advice, diagnosis or treatment.

Patients should not delay appropriate professional or emergency medical care solely because of information obtained from Physiogic's website or digital platforms.

22. Website Use

Users may access and use the Physiogic website only for lawful purposes.

Users must not:

• Attempt unauthorized access
• Interfere with website operation
• Introduce malicious software
• Scrape or systematically copy protected content without permission
• Misuse forms or communication systems
• Submit fraudulent information
• Impersonate another person
• Attempt to compromise website security
• Use the website for unlawful or abusive purposes

Physiogic reserves the right to restrict or terminate access where reasonably necessary to protect its website, users, systems or business.

23. Intellectual Property

Unless otherwise stated, Physiogic owns or has the lawful right to use the intellectual property appearing on its website and official digital platforms, including:

• Logos
• Branding
• Text
• Graphics
• Photographs
• Videos
• Educational material
• Product descriptions
• Website design elements
• Original content
• Other proprietary materials

No material may be copied, reproduced, modified, commercially exploited, redistributed or republished without prior written permission, except where permitted by applicable law.

Third-party trademarks remain the property of their respective owners.

24. Patient Images, Videos and Testimonials

Physiogic may only use identifiable patient photographs, videos, testimonials or other personal content for promotional, educational or commercial purposes where appropriate consent or another lawful basis exists.

A patient's decision not to provide promotional consent shall not, by itself, affect their entitlement to clinically appropriate services.

25. Privacy and Personal Information

Physiogic may collect and process personal information necessary for providing services, managing appointments, processing payments, communicating with customers, maintaining records, fulfilling orders and complying with applicable requirements.

Personal information shall be handled according to the Physiogic Privacy Policy.

Customers should not submit unnecessary sensitive information through publicly accessible website forms.

26. Third-Party Services

Physiogic may use third-party service providers, including:

• Payment gateways
• Banks
• Courier companies
• Hosting providers
• Software providers
• Communication platforms
• Analytics providers
• Scheduling systems
• Other technology or business service providers

Third-party services may have their own terms and privacy policies.

Physiogic is not responsible for independent third-party systems, policies, outages or actions except to the extent required by applicable law.

27. External Links

The Physiogic website may contain links to third-party websites.

Such links are provided for convenience or reference.

Physiogic does not necessarily endorse or control third-party websites and is not responsible for their content, availability, security, privacy practices or terms.

28. Availability of Website and Services

Physiogic will make reasonable efforts to maintain its website and services but does not guarantee uninterrupted availability.

Website functionality may be temporarily unavailable because of:

• Maintenance
• Technical failures
• Internet or network problems
• Cybersecurity incidents
• Third-party service failures
• Power interruptions
• Force majeure
• Other circumstances beyond reasonable control

29. Errors and Corrections

Physiogic attempts to maintain accurate information but errors may occasionally occur.

These may include errors in:

• Prices
• Product descriptions
• Availability
• Images
• Specifications
• Dates
• Appointment information
• Promotional material

Physiogic reserves the right to correct genuine errors and, where appropriate, cancel or revise an affected transaction subject to applicable law.

Where a customer has already made payment for an affected transaction that cannot reasonably be fulfilled, the applicable refund process shall apply.

30. Limitation of Liability

To the maximum extent permitted by applicable law, Physiogic shall not be liable for indirect, incidental, special, consequential or purely economic losses arising from the use of its website, products or services.

For product transactions, the maximum liability relating to an approved claim shall generally not exceed the amount actually paid for the relevant product, except where applicable law does not permit such limitation.

Nothing in these Terms is intended to exclude or limit liability that cannot lawfully be excluded or limited.

Nothing in these Terms excludes liability for fraud, deliberate misconduct, or other liability that applicable law does not permit a business to exclude.

31. Clinical Risk and Individual Variation

Healthcare and rehabilitation interventions may involve inherent risks, including temporary discomfort, soreness, fatigue, aggravation of symptoms or other adverse responses depending on the intervention and individual circumstances.

Practitioners will use reasonable professional judgment and appropriate precautions within their scope of practice.

Patients must communicate relevant symptoms, concerns, contraindications and changes in health status.

Where a patient chooses to proceed against professional advice, or fails to disclose relevant information, the clinical implications may be discussed and documented as appropriate.

32. No Unauthorized Medical Claims

Physiogic does not guarantee that any product, service, exercise, technique or intervention will diagnose, prevent, treat or cure a particular condition unless such claim is lawfully supported and professionally appropriate.

Customers should not rely solely on marketing material when making decisions concerning significant medical conditions.

33. Complaints and Dispute Resolution

Physiogic encourages customers to raise concerns promptly through official communication channels so that reasonable efforts can be made to investigate and resolve them.

Complaints should include:

• Customer name
• Contact information
• Order/appointment number, where applicable
• Relevant date
• Nature of complaint
• Supporting documents or evidence

Physiogic may request additional information where necessary to investigate a complaint.

Nothing in this section removes any mandatory rights or remedies available to a customer under applicable law.

34. Fraud, Abuse and Misrepresentation

Physiogic reserves the right to investigate suspected:

• Fraudulent transactions
• False claims
• Payment fraud
• Product substitution
• Tampering
• Identity misuse
• Repeated abuse of policies
• Misrepresentation
• Unauthorized use of Physiogic's brand or materials

Where appropriate, Physiogic may suspend processing of a transaction or service while investigating the matter, subject to applicable law.

Fraudulent activity may be reported to relevant authorities where appropriate.

35. Accounts and User Information

Where the website provides account, registration or customer-profile functionality, users are responsible for maintaining the accuracy and confidentiality of their account information.

Users must promptly notify Physiogic if they believe their account has been compromised.

36. Children and Minors

Where services are provided to a minor, the parent, guardian or legally responsible person may be required to provide relevant consent and information.

Physiogic may request appropriate identification, guardian information or consent where reasonably necessary.

37. Force Majeure

Physiogic shall not be responsible for delay or failure caused by circumstances beyond its reasonable control, including but not limited to:

• Natural disasters
• Epidemics or pandemics
• Government actions
• Civil disturbances
• War
• Terrorism
• Strikes
• Utility failures
• Internet or telecommunications failures
• Transportation disruption
• Fire
• Flood
• Severe weather
• Cybersecurity incidents
• Third-party service failures
• Other circumstances beyond reasonable control

Where reasonably possible, Physiogic will attempt to provide alternative arrangements.

38. Changes to Services and Policies

Physiogic may modify, suspend, discontinue or update services, products, website features, prices and policies from time to time.

Updated Terms will be published on the website with an updated effective or revision date.

Unless otherwise required by law, the Terms applicable to a transaction shall generally be the Terms in effect at the time the transaction is made.

39. Severability

If any provision of these Terms is determined to be invalid, unlawful or unenforceable by a competent authority, that provision shall be interpreted or modified to the minimum extent necessary to make it enforceable where legally permissible.

The remaining provisions shall continue in effect to the extent permitted by law.

40. No Waiver

Failure by Physiogic to enforce any provision of these Terms on one occasion does not constitute a waiver of its right to enforce that provision subsequently.

41. Entire Agreement

These Terms, together with applicable policies, quotations, invoices, booking confirmations, package terms, product warranties and specific written agreements, constitute the applicable agreement between the customer and Physiogic concerning the relevant transaction or service.

No verbal statement shall override these Terms unless confirmed by an authorized representative of Physiogic in writing, subject to applicable law.

42. Governing Law and Jurisdiction

These Terms shall be interpreted in accordance with the applicable laws of the Islamic Republic of Pakistan, including applicable laws and regulations relevant to the location and nature of the relevant service or transaction.

Subject to any mandatory consumer, healthcare, regulatory or other jurisdictional rights applicable to a customer, disputes shall be subject to the jurisdiction of the competent courts in Lahore, Punjab, Pakistan.

Nothing in this clause is intended to deprive a consumer of any mandatory statutory right or forum that cannot legally be waived.

43. Official Communication

For appointments, payments, orders, complaints, refunds or other official matters, customers should use Physiogic's official communication channels.

Customers should exercise caution with unofficial individuals, numbers, payment accounts or links claiming to represent Physiogic.

Physiogic will not be responsible for payments or information provided to unauthorized third parties.

44. Contact Information

Physiogic Physiotherapy Clinic, Lahore, Pakistan

Website: www.physiogic.com · Email: info@physiogic.com · Phone: +92 343 4118524

For current clinic addresses, locations, operating hours and service-specific contact details, customers should refer to the relevant official Physiogic website page or contact Physiogic directly.

45. Customer Acknowledgment

By accessing the Physiogic website, booking an appointment, purchasing a service or product, registering for a course or workshop, making a payment, or otherwise using Physiogic's services, you acknowledge that:

• You have had a reasonable opportunity to review these Terms.
• You understand that healthcare outcomes may vary.
• You agree to provide relevant and accurate information.
• You agree to comply with applicable service and safety instructions.
• You understand that specific products and services may have additional terms.
• You understand that online and in-clinic payments are subject to applicable payment-provider processes.
• You agree to the applicable Physiogic policies.
• You understand that nothing in these Terms removes rights that cannot legally be excluded.

Physiogic reserves and retains all rights available to it under applicable law.