Terms of Service

1. What these terms cover

These terms apply between you and Fesera, a physiotherapy practice based in Lagos, Nigeria, and they govern the physiotherapy assessment and treatment we provide, in person or remotely by video, along with your use of this website.

By booking an assessment you accept these terms, the Privacy Policy, and the scope described in Practice & Scope.

2. What we provide

Physiotherapy assessment and treatment, in person at your home or remotely by video, by a licensed physiotherapist, for back pain and for knee and hip osteoarthritis.

2.1 The assessment

A single visit of roughly 90 minutes. It covers your history, a physical examination, a cardiovascular and general health screen, baseline measurements, an explanation of what we have found, and initial exercises to start.

The assessment stands on its own. Booking it does not commit you to anything further, and a good number of people need one visit and a clear plan rather than a course of treatment.

2.2 Treatment blocks

Where ongoing treatment is appropriate, it is provided in four-week blocks. Each block covers a set number of visits, your home programme, and support between visits.

Blocks are agreed one at a time, at the end of the assessment or at the end of the previous block. You are never committed to more than four weeks at a time. At the end of a block we review your measurements together and decide whether continuing makes sense. Deciding to stop is a normal and expected outcome.

2.3 Remote sessions

Remote assessments and follow-ups happen by video call on WhatsApp. Sessions are not recorded. Booking a remote assessment is your consent to receive it this way rather than in person.

You need a stable internet connection, a working camera and microphone, and a private space where you can be seen and can move. If the connection is too poor to make a safe clinical judgement, we will say so and either reschedule or suggest moving to an in-person visit.

A remote session cannot include a hands-on physical examination. Where something would normally be found by touch and cannot be established by video and self-report, we treat it as unconfirmed rather than assumed clear, and may ask you to have an in-person assessment instead.

If you have a medical emergency during a remote session, end the call and go to your nearest hospital or call emergency services. We cannot reach you physically and cannot provide emergency care.

This may change as remote care moves into the Fesera app. Any change will be reflected here before it applies to you.

2.4 What we do not promise

We do not guarantee any particular clinical result. Outcomes from exercise-based rehabilitation depend heavily on how much of the home programme actually gets done, and they vary between individuals. What we commit to is measuring where you start, re-measuring, and telling you honestly what the numbers show, including when they show that this is not working.

3. Who we can treat

To be treated by us, you must:

• Be 18 or over
• Be able to give informed consent, or have someone legally able to give it for you
• Be at an address we can reasonably reach, if you choose in-person care
• Answer our screening and clinical questions truthfully and completely

Truthful answers matter more here than in most agreements. The screening questions exist to keep you safe, and an incomplete answer can lead to exercise being prescribed when it is not appropriate for you.

Where our screening indicates you should see a doctor first, we will tell you and will not take a booking. That decision is clinical and is not negotiable.

4. Booking, payment and cancellation

4.1 Booking

Bookings are arranged over WhatsApp after you complete the screening questions. A booking is confirmed once we have agreed a date and a time, and an address if you have chosen in-person care.

4.2 Payment

The assessment fee is payable at or before the visit, by transfer or payment link. Treatment blocks are payable at the start of the block. Prices are confirmed to you before you commit and will not change within a block you have already paid for.

Prices for new bookings may change over time. Nigerian pricing is reviewed periodically.

4.3 Cancellation and rescheduling

4.4 If we cancel

If we cancel or cannot reach you, the visit is rearranged at no cost to you and no cancellation charge applies. If we cancel a visit within a paid block and cannot rearrange it within a reasonable time, that visit is refunded or added to the block.

4.5 Refunds

The assessment is not refundable once it has taken place, because the service has been delivered. If a block is ended early, whether by you or by us, unused visits are refunded on a pro-rata basis.

We do not refund on the basis that treatment did not produce the outcome you hoped for, since outcomes cannot be guaranteed. We would rather stop treating you and say so than keep charging for something that is not working.

5. Visits in your home

Treating people at home works well and it depends on a few practical things from your side.

5.1 What we need

• A space with room to move and somewhere to lie down. A bed is fine
• Reasonable access to the property at the agreed time
• Loose clothing you can move in
• Dogs and other pets secured during the visit
• A calm enough environment for us to talk and for you to concentrate

5.2 Other people present

You are welcome to have anyone you want present, and for many people it helps if the person who supports them day to day hears the plan directly. You may ask for a chaperone at any point and we will arrange the visit around that.

5.3 Ending a visit

You can ask us to stop at any point, for any reason, without explaining why. We will stop.

We may also end or decline a visit where the environment is unsafe for either of us, where there is aggression, intoxication, harassment or inappropriate behaviour, or where it is not clinically safe to proceed that day. Where a visit is ended for these reasons the visit may still be charged.

6. What we ask of you

• Tell us the truth about your symptoms, your history and your medications
• Tell us promptly if new symptoms appear, particularly any of the warning signs listed in Practice & Scope
• Follow the guidance you are given about how much to do and when to stop
• Tell us honestly how much of the home programme you have actually done. This is not a test, and an accurate number is what makes your results interpretable
• Do not pass your programme off as clinical advice for other people. It was written for you

7. Ending care

You may stop at any time. You do not need to give a reason or complete a block, and unused visits are refunded pro-rata.

We may end care where:

• You would be better served by another professional, in which case we will say so and help you get there
• Continuing is not clinically justified
• Your problem turns out to be outside our scope or competence
• The working relationship has broken down, or behaviour has made it unsafe to continue

Where we end care for clinical reasons we will explain why, give you a written summary of where you got to, and where appropriate refer you on.

8. Risks of exercise

All exercise carries some risk. Programmes are designed to be graded and progressive, and some temporary increase in symptoms is normal and expected as loading increases.

You are asked to follow the guidance you are given, and to stop and tell us if you get chest pain or pressure, sudden disproportionate breathlessness, dizziness or faintness, palpitations, or an unusual cold sweat. If chest pain does not settle within minutes of rest, treat it as an emergency rather than something to raise at your next visit.

9. This website

Everything on this website, including the condition pages and articles, is general information. It is not personal clinical advice and reading it does not create a clinical relationship. That begins when you are assessed, in person or remotely.

The screening questions are a safety filter, not a diagnosis. Passing them does not guarantee that nothing serious is present.

The content, design and code of this site belong to Fesera. You may read and share it. You may not reproduce it commercially or present it as your own.

10. The app

Fesera has built an application to support your home exercise programme between visits. Nothing is sold on the basis of it, and no fee you pay includes a charge for it.

An account is free and anybody can create one, but an account on its own is empty. Your programme is opened for you by a physiotherapist who has assessed you, and there is nothing to buy or unlock inside the app. It supports care from a physiotherapist who has assessed you rather than replacing it, and using it is optional: declining it does not affect your care or your price.

What it shows you is what you have been prescribed. It is not clinical advice for anyone else, and the same restriction in section 9 applies to it. If your symptoms change materially, tell your physiotherapist rather than relying on the app to notice.

You can delete your account, and everything held in it, from inside the app at any time. Doing so does not end your care, and does not affect any fee already paid or due. If these terms change materially you will be told what has changed rather than left to notice.

11. Liability

We accept responsibility for our own professional negligence, and nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Beyond that, and to the extent the law allows, we are not liable for indirect or consequential loss, and our total liability for any claim is limited to the amount you have paid us in the twelve months before the claim arose.

We are not liable for harm arising from information you did not give us, or gave us inaccurately, where that information would have changed the care provided.

12. Complaints

If something is wrong, tell us first at [email protected]. We respond within seven days.

If you remain unhappy you may take the matter to the Medical Rehabilitation Therapists Board of Nigeria. Nothing in these terms limits that right, or your rights under Nigerian consumer protection law.

13. Governing law

These terms are governed by the laws of the Federal Republic of Nigeria. Before starting formal proceedings, both sides agree to attempt to resolve any dispute directly, beginning with an email to [email protected].

Nothing here removes any right you have under Nigerian law that cannot be excluded by agreement.

14. Changes

These terms may change. The date at the top shows the current version, and current clients are told directly about material changes rather than being left to find them. The terms that apply to you are the ones in force when you booked.