Digital Content, Cancellation & Refund Policy

1. Your normal 14-day cancellation right

If you are a consumer buying online, you normally have 14 days from the day the contract is made to cancel and receive a refund, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

There are two important exceptions that affect what we sell: digital content that is supplied immediately, and services that you have asked us to start during the cancellation period.

2. 6-Week Rehab Programme (£49 instant PDF download)

This is downloadable digital content. Because you get access straight away, at checkout you are asked to tick a box confirming that you expressly request immediate access to the digital content and acknowledge that, once supply begins, you will lose your statutory 14-day cancellation right where permitted by law.

Once you have ticked that box and the download or email delivery has begun, the 14-day right to change your mind no longer applies to that programme. We record your consent (the wording, the date and time, and the order it relates to) so that both sides have a clear record.

This does not affect your legal rights if the content is faulty, not as described, or not supplied. See section 6.

3. 12-Week Online Rehab (£299 service)

This is a service. You keep your 14-day cancellation right until the service has been fully performed, but if you ask us to start during that period - for example, by attending your initial video assessment, we may charge a proportionate amount for what has already been provided.

If you cancel within 14 days before your initial assessment has taken place and before any personalised programme has been issued, you receive a full refund.

If you cancel after the initial assessment or after a personalised programme has been issued, we refund the balance less a fair, proportionate amount for the assessment and any work already delivered.

4. Orders from outside the UK

We currently sell to customers in the United Kingdom only. The payment form asks for a UK billing address, and at checkout you confirm you are buying from the UK.

If a payment still goes through with a non-UK billing address, we refund it in full to the original payment method, usually within one working day, and we do not supply the programme or grant plan access. Refunds normally show on your statement within 5 to 10 working days, depending on your bank.

5. Free guides

Free guides cost nothing, so there is nothing to refund. You can unsubscribe from the follow-up emails at any time using the link in any email, and we will stop sending them.

6. If something is wrong with what you bought

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to a repair or replacement and, where that is not possible, to a price reduction or refund. Nothing in this policy or our Terms limits those rights.

Common issues we will simply fix, quickly:

• the download link did not arrive or has expired, we will re-send it;
• the PDF will not open or a page is missing or corrupted, we will replace the file;
• you were charged twice, or bought the wrong condition programme by mistake, contact us and we will put it right;
• you cannot access the members exercise library after purchase, we will restore your access.

7. Goodwill refunds

Even where the statutory right no longer applies, we would rather you were happy than hold on to £49. If you have bought a programme, not used it, and it clearly is not right for your athlete, email us within 14 days of purchase and we will consider a goodwill refund at our discretion.

8. How to cancel or request a refund

Email info@nextgen-physio.com with your order or checkout reference, the email address you used, what you bought and what you would like us to do. You may also use the model cancellation form set out in the Consumer Contracts Regulations, but you do not have to.

We aim to reply within 3 working days. Approved refunds are made to the original payment method, usually within 14 days of us accepting the cancellation, via our payment processor Stripe.

9. Complaints

If you are unhappy with how we have handled something, contact info@nextgen-physio.com and we will respond within 5 working days and aim to resolve the matter within 20 working days. Where a complaint concerns clinical care provided by a registered physiotherapist, it is also handled under that clinician's professional complaints process, and you may raise it with their regulator.

NextGEN Physio Ltd is registered in England and Wales (17433294).