TERMS AND CONDITIONS

Last updated: 6 October 2026

About these terms

These terms govern use of the Lucy Ferrao — Tokai Physio website and its enquiry facilities. They do not replace any separate treatment consent, fee agreement or practice policy provided when you arrange care. Applicable South African law and any rights that cannot lawfully be excluded remain in force.

Website information

Website content provides general information about the practice and physiotherapy services. It is not an individual diagnosis, treatment plan or substitute for an assessment by an appropriate healthcare professional. Treatment suitability and outcomes depend on individual circumstances; website information does not guarantee a particular result.

Emergencies

The website enquiry form and practice email are not emergency services and are not continuously monitored. If you need urgent medical assistance, contact the appropriate emergency service or attend an emergency facility.

Appointment requests

Submitting a website form is a request to be contacted. An appointment is confirmed only when the practice confirms the date and time with you. Availability may change. Please provide accurate contact details so the practice can respond.

Fees, medical aids and cancellations

Contact the practice for current fees, payment arrangements and medical-aid information before treatment. Cover and reimbursement depend on your scheme and benefits and should be checked with your provider. Fees, payment terms and cancellation or missed-appointment conditions are not published on this website. Ask the practice to confirm the applicable terms in writing before booking or treatment; no specific cancellation charge or notice period is set by these website terms.

Responsible use

Use the website lawfully. Do not submit fraudulent, abusive or misleading enquiries, attempt unauthorised access, upload malicious material or interfere with the site’s operation. Do not submit another person’s information unless you have authority to do so.

Privacy

Personal information submitted through the website is handled as described in our Privacy Policy. Read our POPIA page for privacy requests. Avoid including detailed health information or confidential documents in general website enquiries.

Website content and intellectual property

Website text, branding, photographs and other material belong to the practice or their respective rights holders. You may view and print material for personal, non-commercial use. Further reproduction or distribution requires the relevant rights holder’s permission, except where permitted by law.

Availability and external links

We aim to keep website information accurate and the site available, but information may change and interruptions or errors may occur. Contact the practice to confirm details relevant to your care or booking. External links are provided for convenience; third-party websites have their own content, terms and privacy practices.

Liability and your legal rights

Responsibility for loss arising from use of the website is determined by applicable law. Nothing in these terms excludes liability or limits consumer, patient or other rights where doing so would be unlawful. These terms do not waive rights relating to professional care.

Changes and applicable law

We may update these website terms and publish the revised version here. Separate appointment or treatment arrangements remain subject to their own agreed terms. The website terms are governed by South African law, without restricting any legally available complaint or dispute-resolution process.

Informed consent to care

Submitting a website enquiry or reading these terms is not consent to examination or treatment. Before care, you are entitled to understandable information about the proposed assessment or treatment, reasonable alternatives, benefits, material risks, consequences and costs. Consent is an ongoing discussion; you may ask questions or decline treatment, subject to applicable law. Consent for children or patients unable to decide must be handled under the relevant legal requirements.

Written fee information

HPCSA guidance requires clear written information about fees in South African rand and the charging basis, with appropriate acknowledgement. Ask the practice for the relevant estimate and billing terms before treatment, including payment timing, accepted payment methods, possible additional costs and medical-aid shortfalls. A general reference to “medical-aid rates” is not a substitute for a clear cost explanation.

Patient rights and complaints

You have rights to dignity, privacy, information, a second opinion and appropriate continuity of care. Raise a concern using the practice contact details below and request that it be investigated and answered. You may also approach the HPCSA about professional conduct or the Information Regulator about privacy. These website terms do not restrict those rights.

Professional guidance

These provisions reflect the HPCSA Patients’ Rights Charter and informed-consent and fee-disclosure guidance.

Practice contact details

Telephone: +27 83 260 3247
Address: Tokai Medicross, C/o Tokai Rd & Keyse River Dr,
Dreyersdal, Cape Town, 7945
Email: team@tokaiphysio.co.za
Website: www.tokaiphysio.co.za