Terms & Conditions

1. Introduction

These Terms and Conditions ("Terms") govern your use of the Lower Limb Clinic website (www.lower-limb.com) and the clinical services provided by Lower Limb Limited (Company Number: NI636450), trading as Lower Limb Clinic ("the Clinic", "we", "our", "us"). By accessing our website, booking an appointment, or using any of our services, you agree to be bound by these Terms. If you do not agree, please do not use our website or services.

These Terms should be read alongside our Privacy Policy, which explains how we collect and process your personal data.

2. About Us

Lower Limb Clinic is a specialist musculoskeletal podiatry practice operated by Lower Limb Limited, a company registered in Northern Ireland (Company Number: NI636450). Our registered office and clinic locations are:

• 385 Lisburn Rd, Belfast BT9 7EP (Registered Office)
• 373 Ormeau Rd, Belfast BT7 3GP
• 1 Shimna Rd, Newcastle BT33 0AS

All our clinicians are registered with the Health and Care Professions Council (HCPC) and practise in accordance with the standards and guidance of the Royal College of Podiatry.

3. Definitions

In these Terms:

• "Services" means all clinical, diagnostic, therapeutic, and advisory services provided by the Clinic, including but not limited to podiatric assessments, treatments, orthotic prescription, and related aftercare
• "Patient" or "you" means any individual who books, attends, or uses the Services or the website
• "Working Day" means any day other than a Saturday, Sunday, or public holiday in Northern Ireland

4. Use of Our Website

4.1 General Use

The content on this website is provided for general information purposes only and does not constitute medical advice. It should not be used as a substitute for professional clinical assessment. Always consult a qualified healthcare professional for diagnosis and treatment.

4.2 Intellectual Property

All content on this website — including text, images, graphics, logos, videos, and design — is the property of Lower Limb Limited or its licensors and is protected by the Copyright, Designs and Patents Act 1988, the Trade Marks Act 1994, and other applicable UK intellectual property laws. You may not reproduce, distribute, modify, or use any content without our prior written permission. Unauthorised use may give rise to a claim for damages and/or constitute a criminal offence.

4.3 Website Availability

We aim to keep our website available at all times but do not guarantee uninterrupted access. We may suspend, withdraw, or restrict availability for business or operational reasons without notice. We will not be liable if, for any reason, our website is unavailable at any time or for any period.

4.4 Prohibited Use

You must not:

• Use the website in any way that breaches any applicable local, national, or international law or regulation
• Use the website in any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect
• Attempt to gain unauthorised access to the website, the server on which our website is stored, or any server, computer, or database connected to our website
• Introduce viruses, trojans, worms, logic bombs, or other material that is malicious or technologically harmful

5. Appointments & Bookings

5.1 Online Booking

Appointments can be booked online through our booking system powered by Cliniko. By booking an appointment, you confirm that the information you provide is accurate and complete. A booking confirmation constitutes a contract between you and Lower Limb Clinic for the provision of the agreed service, subject to these Terms.

5.2 Consumer Rights — Cancellation

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may have a 14-day right to cancel a service contract. However, by booking an appointment and requesting that the service begin within the cancellation period, you acknowledge that you will lose your right to cancel once the service has been fully performed. Where a service is partially performed before cancellation, you may be required to pay a proportionate amount.

5.3 Our Cancellation Policy

We understand that plans change. Our cancellation policy is as follows:

• More than 24 hours' notice: Full fee refunded — no charge applies
• Within 24 hours' notice: 50% of the appointment fee will be charged
• No notice / no-show: The full appointment fee will be retained by the clinic

Cancellations and rescheduling can be made via your Cliniko booking link, by phone (028 9013 9185), or by email (hello@lower-limb.com). The timestamp of your cancellation communication will be used to determine which fee applies. Repeated no-shows may result in your account being restricted from online booking and a requirement to pay in advance for future appointments.

5.4 Late Arrivals

If you arrive late for your appointment, we will do our best to accommodate you. However, your appointment time may be shortened to avoid delaying other patients. If you are more than 15 minutes late, we may need to reschedule your appointment, and the cancellation policy at Section 5.3 above may apply.

5.5 Our Right to Cancel

We reserve the right to cancel or reschedule appointments due to clinician illness, emergency, or circumstances beyond our reasonable control. In such cases, we will offer you an alternative appointment or a full refund.

6. Clinical Services

6.1 Standard of Care

All clinical services are delivered by HCPC-registered podiatrists with reasonable care and skill, in accordance with:

• The HCPC Standards of Proficiency for Chiropodists/Podiatrists
• The HCPC Standards of Conduct, Performance and Ethics
• The Royal College of Podiatry clinical guidelines and best practice frameworks
• Relevant NICE guidelines where applicable
• The Consumer Rights Act 2015 — services will be performed with reasonable care and skill

6.2 Informed Consent

Before any treatment, your clinician will explain the proposed procedure, its benefits, risks, and alternatives, in accordance with Montgomery v Lanarkshire Health Board [2015] principles. Treatment will only proceed with your informed consent. For certain procedures (e.g., nail surgery, injection therapy), written consent will be obtained.

6.3 Treatment Outcomes

While we strive for the best possible outcomes and perform all services with reasonable care and skill as required by the Consumer Rights Act 2015, we cannot guarantee specific results from any treatment. Individual outcomes depend on many factors including the nature and severity of your condition, adherence to treatment plans, and individual biological response.

6.4 Capacity and Consent — Children and Vulnerable Adults

For patients under 16, a parent or person with parental responsibility must provide consent. In accordance with the Gillick competence principle, a child under 16 may consent to treatment if they have sufficient understanding and intelligence to fully understand what is proposed. In Northern Ireland, the Age of Majority Act (Northern Ireland) 1969 sets the age of majority at 18, though persons aged 16 and over may consent to surgical, medical, and dental treatment under the Act.

7. Use of Artificial Intelligence (AI)

We use AI-assisted technology during clinical assessments to support efficient and accurate record-keeping. By attending an appointment, you acknowledge and consent to the following:

• AI may be used to transcribe and summarise clinical conversations during your assessment
• All AI-generated notes are reviewed, verified, and approved by your treating clinician before being added to your clinical record
• AI is a clinical support tool only — it does not make diagnoses or clinical decisions
• AI-processed data is stored securely within Cliniko and subject to the same confidentiality protections as all clinical records
• No AI-generated data is used for any purpose other than your direct clinical care
• You may opt out of AI-assisted note-taking at any time by informing your clinician before or during your appointment — opting out will not affect the quality of your care

For full details on how AI-processed data is handled, please see Section 7 of our Privacy Policy.

8. Fees & Payment

8.1 Pricing

Our current fees are published on our Prices page. All prices are inclusive of VAT where applicable. We reserve the right to update our fees at any time. Any fee changes will be communicated in advance and will not affect appointments already booked at the previous rate.

8.2 Payment

Payment is due at the time of your appointment unless otherwise agreed. We accept cash, debit cards, and credit cards. Payment is processed securely in accordance with the Payment Card Industry Data Security Standard (PCI DSS).

8.3 Insurance & Health Plans

We may be recognised by certain private health insurers. It is your responsibility to confirm coverage and obtain any necessary pre-authorisation from your insurer prior to your appointment. We cannot guarantee that your insurer will cover the cost of treatment. In the event that your insurer declines a claim, you remain personally liable for the full cost of treatment.

8.4 Consumer Rights — Remedies

Under the Consumer Rights Act 2015, if a service is not carried out with reasonable care and skill, you may be entitled to a repeat performance of the service or, where repeat performance is not possible or cannot be done within a reasonable time, a reduction in the price paid.

9. Custom Orthotics & Devices

9.1 Manufacturing & Design

All custom orthotic devices prescribed by Lower Limb Clinic are 100% custom-made and designed using Fit360 advanced CAD software. Manufacturing is carried out by our sister company, Realta Labs, which manages all technical and manufacturing processes on our behalf. Devices are 3D-printed in-house using Selective Laser Sintering (SLS) technology with sustainable PA11 nylon, allowing for sub-millimetre precision. We maintain full autonomy over the entire design, manufacturing, and quality control process — no aspect of custom orthotic production is outsourced to third parties.

Custom orthotics are made to your individual specification and are therefore excluded from the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as they constitute goods made to your personal specification.

9.2 Warranty & Wear

• Orthotic shells are covered by a 5-year warranty against manufacturing defects. This warranty covers cracking, breakage, or structural failure under normal use. It does not cover damage caused by misuse, modification, or accidental damage
• Top covers are subject to normal wear and tear through regular use and are not covered by warranty. Top covers may need to be replaced periodically depending on usage, activity levels, and footwear. Replacement top covers can be arranged through the clinic
• Warranty claims must be made by contacting the clinic directly — devices may need to be returned for inspection
• This warranty is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015

9.3 Richie Braces & AFOs

Richie Braces and Ankle-Foot Orthoses (AFOs) are manufactured by a specialist third-party laboratory. While these devices are prescribed and fitted by our clinicians, the manufacturing process is managed externally. Warranty terms for Richie Braces and AFOs are subject to the manufacturer's warranty policy, which will be communicated to you at the time of fitting.

9.4 Concerns & Follow-Up

If you have any concerns regarding the fit, comfort, or effectiveness of your orthotic device, please contact the clinic as soon as possible. We offer follow-up review appointments to assess device performance and make any necessary adjustments. Early reporting of issues ensures the best possible outcome from your treatment.

10. Gift Vouchers

Gift vouchers are managed through our third-party provider, Gift Up. The following terms apply:

• Gift vouchers are non-refundable and cannot be exchanged for cash
• Vouchers are valid for 12 months from the date of purchase unless otherwise stated
• Vouchers may be redeemed against any service at any of our clinic locations
• If the treatment cost exceeds the voucher value, the balance must be paid at the time of appointment
• If the treatment cost is less than the voucher value, the remaining balance will stay on the voucher
• Lost or stolen vouchers cannot be replaced
• Gift voucher purchases are subject to Gift Up's Terms of Service

11. Confidentiality & Data Protection

All personal and health information is treated as strictly confidential in accordance with:

• The UK General Data Protection Regulation (UK GDPR)
• The Data Protection Act 2018
• The HCPC Standards of Conduct, Performance and Ethics
• The Royal College of Podiatry guidance on record-keeping and confidentiality
• The Caldicott Principles

For full details on how we collect, store, and process your data, please see our Privacy Policy.

12. Complaints

We are committed to providing the highest standard of care. If you are dissatisfied with any aspect of our service, we encourage you to:

1. Raise the issue directly with your treating clinician or clinic manager
2. Submit a formal complaint in writing to hello@lower-limb.com
3. We will acknowledge your complaint within 3 Working Days and aim to provide a full response within 20 Working Days

If you are not satisfied with our response, you may escalate your complaint to:

• The Royal College of Podiatry — rcpod.org.uk
• The Health and Care Professions Council (HCPC) — hcpc-uk.org

13. Professional Indemnity

All clinicians at Lower Limb Clinic hold appropriate professional indemnity insurance in accordance with HCPC requirements. Details of our professional indemnity arrangements are available on request.

14. Limitation of Liability

To the fullest extent permitted by law:

• We are not liable for any indirect, incidental, or consequential loss arising from the use of our website or services
• Website content is provided "as is" without warranties of any kind, express or implied
• We do not guarantee that the website will be error-free, secure, or continuously available
• Links to third-party websites are provided for convenience and do not constitute endorsement
• Our total liability to you for any claim arising from our Services shall not exceed the total fees paid by you for the specific service giving rise to the claim

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any breach of the terms implied by Sections 3, 4, and 5 of the Supply of Goods and Services Act 1982
• Any matter for which it would be unlawful to exclude or restrict liability

Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015.

15. Indemnity

You agree to indemnify and hold harmless Lower Limb Limited, its directors, officers, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from your breach of these Terms or misuse of our website.

16. Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: acts of God, fire, flood, severe weather, pandemic, epidemic, government action, war, terrorism, industrial disputes, failure of utility services, or third-party supplier failure. In such circumstances, we will use reasonable endeavours to mitigate the impact and will resume performance as soon as reasonably practicable.

17. Third-Party Services

Our website and services integrate with the following third-party platforms:

• Cliniko — appointment booking and clinical record management
• Gift Up — gift voucher purchase and management
• Realta Labs — orthotic design and manufacturing (sister company)

Your use of these third-party services is subject to their respective terms and privacy policies. We are not responsible for the content, practices, or availability of third-party services.

18. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Lower Limb Limited in relation to your use of our website and Services. They supersede all previous agreements, understandings, and arrangements between us, whether written or oral.

19. Waiver

No failure or delay by us in exercising any right or remedy under these Terms shall constitute a waiver of that right or remedy, nor shall it prevent or restrict the further exercise of that or any other right or remedy. A waiver of any right or remedy under these Terms is only effective if given in writing and shall not be deemed a waiver of any subsequent right or remedy.

20. Assignment

We may transfer our rights and obligations under these Terms to another organisation. You may not transfer your rights or obligations under these Terms to any other person without our prior written consent.

21. Governing Law & Jurisdiction

These Terms are governed by and construed in accordance with the laws of Northern Ireland. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Northern Ireland. If you are a consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident. Nothing in these Terms affects your rights as a consumer to rely on such mandatory provisions of local law.

22. Severability

If any provision of these Terms is found by any court or competent authority to be invalid, illegal, or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.

23. Changes to These Terms

We reserve the right to update these Terms at any time. Changes will be posted on this page with an updated revision date. Where changes are material, we will take reasonable steps to notify you. Continued use of our website or services after any changes constitutes acceptance of the revised Terms. If you do not agree to the revised Terms, you should stop using our website and services.

24. Contact Us

If you have any questions about these Terms, please contact us:

• Email: hello@lower-limb.com
• Phone: 028 9013 9185
• Post: Lower Limb Clinic, 385 Lisburn Rd, Belfast BT9 7EP