Patient Booking & Indemnity Agreement

Important — please read before you accept

This is a legally binding agreement between you (the “Patient”, “you”) and PhysioDirect (the “Platform”, “we”, “us”, “our”). By ticking the acceptance box and submitting a booking request, you confirm that you have read, understood and agree to be bound by this agreement. If you are booking on behalf of another person (for example, a dependant or a person in your care), you confirm that you are authorised to accept this agreement on their behalf and that references to “you” apply to that person as the patient where the context requires.

If there is anything in this agreement that you do not understand or are unsure about, you should not accept it until you have obtained independent legal advice. Nothing in this agreement affects any right you may have that cannot lawfully be excluded or restricted.

1. Nature of the Platform

PhysioDirect operates an online directory and booking facilitation service that connects patients in Singapore with independent physiotherapists registered with the Allied Health Professions Council (“AHPC”) under the Allied Health Professions Act 2011. PhysioDirect acts solely as an intermediary and technology platform. We introduce you to physiotherapists, transmit your booking request and enable scheduling and payment; we do not ourselves provide, and do not hold ourselves out as providing, any physiotherapy, medical, clinical, diagnostic or treatment services of any kind.

PhysioDirect is not a healthcare provider, clinic, medical institution or licensed healthcare service under the Healthcare Services Act 2020, and does not employ, supervise, direct or control the clinical judgement or conduct of any physiotherapist listed on the Platform. The Platform is non-diagnostic. Any structured information you provide when making a request (such as your age group, symptoms, condition or its onset) is used only to route your request to physiotherapists and does not constitute, and must not be relied on as, a triage, assessment, diagnosis or recommendation by PhysioDirect.

The professional relationship for the provision of physiotherapy services is formed directly between you and the physiotherapist you select or who accepts your request (the “Physiotherapist”). PhysioDirect is not a party to that relationship or to any contract for clinical services between you and the Physiotherapist. In concluding your booking and in collecting the deposit and session fees, PhysioDirect acts solely as the disclosed agent of the Physiotherapist, and for those limited purposes only: payment made by you through the Platform discharges your payment obligation to the Physiotherapist to the extent of the amount paid, but does not make PhysioDirect the provider of, or a party to, the physiotherapy services.

2. Independent Practitioner Status

Each Physiotherapist available through the Platform is an independent professional who is registered with the AHPC and who practises under their own professional registration, scope of practice and applicable regulatory obligations. The Physiotherapist sets their own fees, decides whether to accept or decline any request, and delivers care according to their own clinical judgement.

The Physiotherapist is solely and exclusively responsible for the physiotherapy services provided to you, including their quality, safety, appropriateness and outcomes, and for maintaining current professional indemnity insurance in respect of their practice. You acknowledge that PhysioDirect does not verify, warrant or guarantee the clinical competence, diagnosis, treatment decisions or results of any Physiotherapist. Where a profile carries a “Verified” indication, this means only that the Physiotherapist’s claimed registration was checked against the AHPC public register at the time of verification; it speaks as at that date, is not continuous monitoring of the Physiotherapist’s registration status, and is not an endorsement or recommendation of the Physiotherapist by PhysioDirect.

Nothing in this agreement or in the operation of the Platform creates any relationship of employer and employee, partnership or joint venture between PhysioDirect and any Physiotherapist, and no Physiotherapist has authority to bind PhysioDirect. PhysioDirect acts as the Physiotherapist’s disclosed agent only for the limited purposes of concluding bookings and collecting payment, as described in Clause 1, and not for any clinical or professional purpose.

3. No Medical Advice; Not an Emergency Service

Any content made available on or through the Platform is provided for general information and educational purposes only. It is not medical advice, is not a substitute for consultation with a qualified healthcare professional, and must not be relied upon for diagnosis or treatment. PhysioDirect does not recommend or endorse any particular course of treatment.

The Platform is not an emergency service and must not be used for medical emergencies. If you are experiencing a medical emergency, or symptoms such as chest pain, difficulty breathing, sudden weakness, severe injury or any condition that may be life-threatening, call 995 immediately or go to the nearest Accident & Emergency department.

Without limiting the above, the following warning signs in particular require urgent medical attention rather than a physiotherapy booking: sudden severe chest pain or breathlessness; a suspected fracture or dislocation following a fall or accident; new loss of bladder or bowel control, or numbness in the groin or inner thighs (saddle numbness); sudden severe or worsening weakness or numbness in the limbs; signs of infection or complications at a recent surgical wound; and sudden severe headache or loss of consciousness. If any of these occur before or during a session, you (or the Physiotherapist) should stop and call 995 or seek immediate medical care.

4. Patient Responsibilities and Warranties

You agree to provide accurate, current and complete information when you make a booking request and, thereafter, to the Physiotherapist. In particular, you warrant that the information you supply through the Platform (including your age group, medical conditions, symptoms and their onset) is accurate and complete to the best of your knowledge and belief, and you agree to disclose to the Physiotherapist all relevant medical history, medications, allergies and other information necessary for the Physiotherapist to treat you safely.

For home-visit appointments, you agree to provide a safe, clean and reasonably suitable environment for the treatment to be carried out, including safe access to your premises, adequate space and lighting, and the removal of hazards. You are responsible for the safety and condition of your premises and for the conduct of other occupants, animals and property at the premises. You may request that a chaperone be present, and you are responsible for arranging any chaperone you wish to have.

You agree to comply with reasonable instructions given by the Physiotherapist, to treat the Physiotherapist with respect, and not to require or request any service outside the Physiotherapist’s professional scope of practice. You acknowledge that the Physiotherapist may decline, pause or terminate a session where they consider it clinically or personally unsafe or inappropriate to proceed.

The Platform’s introduction of a Physiotherapist to you has commercial value. You agree that, for a period of six (6) months after your most recent booking with a Physiotherapist introduced to you through the Platform, you will not engage that Physiotherapist for services of the same kind otherwise than through the Platform, except where you had a pre-existing treating relationship with that Physiotherapist before using the Platform or where urgent care reasonably requires it. If you do so, you agree to pay PhysioDirect a referral fee of SGD 1,000 for that engagement, which you and we agree is a genuine pre-estimate of the value of the Platform’s introduction and not a penalty.

5. Assumption of Risk and Release (in favour of the Platform)

You acknowledge that physiotherapy assessment and treatment carry inherent risks, which may include (without limitation) temporary or prolonged discomfort, soreness, bruising, aggravation of existing symptoms and, in rare cases, injury, and that outcomes cannot be guaranteed. These risks arise from the clinical services provided by the independent Physiotherapist and not from PhysioDirect.

To the maximum extent permitted by law, you release and agree to hold harmless PhysioDirect and its officers, employees and contractors from and against any and all claims, demands, losses and liabilities that arise out of or relate to the clinical care, assessment, treatment, advice or conduct of the Physiotherapist. This release is given in favour of PhysioDirect only and does not release, and is not intended to release, the Physiotherapist from any responsibility they owe to you.

Nothing in this clause operates to exclude or restrict any liability which cannot be excluded or restricted under the law of Singapore, including any liability of PhysioDirect for death or personal injury caused by its own negligence, and this clause is to be read subject to Clause 7.

6. Indemnity (Patient to Platform)

To the maximum extent permitted by law, you agree to indemnify and keep indemnified PhysioDirect and its officers, employees and contractors against all claims, actions, proceedings, losses, damages, costs and expenses (including reasonable legal costs) brought or made by any third party and arising out of or in connection with: (a) your breach of this agreement; (b) any inaccurate, incomplete or misleading information you provide through the Platform or to the Physiotherapist; (c) your misuse of the Platform; or (d) any unsafe condition of your premises or conduct at your premises in connection with a home visit.

This indemnity does not apply to the extent that any such claim arises from PhysioDirect’s own negligence or wilful default, or from any matter for which liability cannot lawfully be excluded or restricted, and is otherwise subject to Clause 7.

7. Limitation of Liability

Nothing in this agreement excludes or limits PhysioDirect’s liability for: (a) death or personal injury caused by PhysioDirect’s own negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot lawfully be excluded or limited under the law of Singapore, including under the Unfair Contract Terms Act 1977 (2020 Revised Edition). The remainder of this clause applies subject to, and does not affect, this paragraph.

Subject to the paragraph above, and to the extent permitted by law: (a) PhysioDirect provides the Platform on an “as available” basis and does not warrant that it will be uninterrupted or error-free, or that any Physiotherapist will be available; (b) PhysioDirect is not liable for the acts, omissions, clinical services or conduct of any Physiotherapist; and (c) PhysioDirect shall not be liable for any indirect, special or consequential loss, or for any loss of profit, revenue, goodwill or data, howsoever arising.

Subject to the first paragraph of this clause, PhysioDirect’s total aggregate liability to you arising out of or in connection with this agreement and your use of the Platform, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the greater of (i) the total fees actually received by PhysioDirect from you in respect of the booking giving rise to the claim, and (ii) SGD 200. You agree that, having regard to the nature of the Platform as an intermediary and the allocation of clinical responsibility to the Physiotherapist under this agreement, these limitations are reasonable.

8. Liability Rests with the Treating Physiotherapist

You acknowledge and agree that responsibility and liability for the physiotherapy services provided to you — including any clinical negligence, breach of professional duty, error, omission or failure in the assessment, diagnosis, treatment, advice or care delivered — rests with the treating Physiotherapist, and not with PhysioDirect. PhysioDirect does not assume, and shall not be treated as assuming or indemnifying, any such clinical or professional liability of the Physiotherapist.

If you have a complaint or claim relating to the clinical care you received, your recourse is against the Physiotherapist (and, where applicable, their professional indemnity insurer), and you may also raise concerns as to professional conduct with the AHPC. PhysioDirect will, on reasonable request and subject to applicable data protection law, provide such information within its possession as is reasonably necessary to help you identify and contact the relevant Physiotherapist.

9. Data Protection and PDPA Consent

PhysioDirect collects, uses and discloses your personal data in accordance with the Personal Data Protection Act 2012 and our Privacy Policy, which is incorporated into this agreement by reference. You should read the Privacy Policy before accepting this agreement.

You acknowledge that the information you provide in connection with a booking may include personal data of a medical or health nature, which is sensitive. You consent to PhysioDirect collecting, using and disclosing such personal data for the purposes of facilitating your booking request, including disclosing it to the Physiotherapist you select or who accepts your request so that they may assess and treat you, and for related administrative, payment, safety and record-keeping purposes. You may withdraw your consent in accordance with the Privacy Policy, though doing so may prevent us from facilitating a booking.

10. Deposits and Cancellations

A deposit is taken when the Physiotherapist accepts your booking, to confirm your request and secure the appointment, and is credited against the session fee billed after your session. The deposit and the treatment of cancellations, no-shows, rescheduling and refunds are governed by the PhysioDirect Cancellation & Refund Policy (available at /legal/cancellations), which is incorporated into this agreement by reference and which you agree to. The session fee and any applicable transport fee are disclosed to you at the time of booking and are collected by PhysioDirect as the Physiotherapist’s disclosed agent.

11. Governing Law and Jurisdiction

This agreement, and any dispute or claim (including any non-contractual dispute or claim) arising out of or in connection with it, its subject matter or formation, are governed by and construed in accordance with the laws of Singapore. You and PhysioDirect submit to the exclusive jurisdiction of the courts of Singapore.

12. Severability and Entire Agreement

If any provision of this agreement is found by a court of competent jurisdiction to be invalid, unlawful or unenforceable, that provision shall be severed or read down to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

This agreement, together with the Privacy Policy and the cancellation and refund terms referred to above, constitutes the entire agreement between you and PhysioDirect in relation to your use of the Platform to make a booking, and supersedes any prior understanding or arrangement between you and PhysioDirect on that subject matter. This agreement does not govern, and is separate from, any contract for clinical services between you and the Physiotherapist. No failure or delay by PhysioDirect in exercising any right under this agreement operates as a waiver of that right.