Complaints & Disputes
Last updated: 21 July 2026
1. How to raise a complaint
If something has gone wrong — with the Platform, a booking, billing, or a session booked through PhysioDirect — email us at gininnovate@gmail.com. Please include your booking reference (if any), what happened, and what outcome you are looking for.
- We will acknowledge your complaint within 3 business days of receiving it.
- We aim to give you a substantive response within 14 business days. If the matter is complex and we need longer, we will tell you why and when to expect an answer.
2. Complaints about clinical care
PhysioDirect is a directory and booking platform, not the treatment provider. Your treatment contract is with the physiotherapist; PhysioDirect books the appointment and collects payment as the physiotherapist's disclosed agent, and does not supervise or control clinical care. We still want to hear about clinical-care concerns — they inform whether a physiotherapist remains listed on the Platform — but we cannot adjudicate the clinical standard of the treatment itself.
If you have a serious concern about the professional conduct or fitness to practise of an AHPC-registered physiotherapist, you can also raise it directly with the Allied Health Professions Council (AHPC), the statutory body that regulates physiotherapists in Singapore. Raising a complaint with us does not replace, and does not prevent, a complaint to the AHPC.
3. Billing disputes
If you believe a deposit, session fee, or transport fee was charged incorrectly — for example, you were billed for a session that did not take place, or a fee differs from what was disclosed at booking — email us with the booking reference and the charge you are disputing. Because PhysioDirect collects payment as the physiotherapist's disclosed agent, we will investigate with the physiotherapist and process any refund due on their behalf. Deposit refunds follow our Cancellation & Refund Policy.
4. Resolving disputes
If a complaint cannot be resolved through the process above, both you and PhysioDirect agree to first attempt to resolve the dispute through good-faith negotiation, and if that fails, mediation — for example through the Singapore Mediation Centre — for a period of 30 days from the date either party gives written notice of the dispute, before starting court proceedings.
If the dispute is still unresolved after that period, it will be subject to the exclusive jurisdiction of the courts of Singapore, and governed by Singapore law.
5. Your statutory rights
Nothing on this page limits or excludes any right you have under applicable law that cannot be limited or excluded — including your rights under the Consumer Protection (Fair Trading) Act — or prevents you from making a report to any regulator or authority.