PhysioDirect

Community Guidelines

Last updated: this page reflects the platform as currently built and is under ongoing legal review. It is not a substitute for advice from a qualified lawyer.

These guidelines sit alongside our Terms of Service and explain, in plain language, what we expect from patients and physiotherapists using PhysioDirect.

1. Reviews

Reviews exist to help other patients make an informed choice — not to relitigate clinical outcomes or settle disputes.

  • You can only leave a review for a physiotherapist you booked and saw through the Platform.
  • Reviews should cover non-clinical aspects of your experience — punctuality, communication, professionalism, whether the visit felt safe and respectful — not a clinical diagnosis, treatment outcome, or medical opinion.
  • We do not remove genuine reviews because a physiotherapist (or anyone else) pays or asks us to. A physiotherapist can respond publicly to a review or report one that breaches these guidelines for review by our team.
  • Reviews that are abusive, defamatory, or reveal another person's private health information will be removed.

2. Profile content (for physiotherapists)

Your bio, treatment philosophy, and credentials are screened by an automated content-safety check before publishing. To keep that check quick and your profile live sooner, avoid:

  • Diagnostic, prescriptive, or guaranteed-outcome language (e.g. claiming to “cure” a condition).
  • Sharing personal contact details (phone/WhatsApp/email) outside the fields designed for it, to keep booking and safety mechanisms working as intended.
  • Claims about registration, qualifications, or affiliations that don't match your verified registration record.

3. Booking conduct

  • Patients: propose times you can genuinely make, and cancel or reschedule directly with your physiotherapist as early as possible if plans change.
  • Physiotherapists: respond to booking requests within the 48-hour window where possible, and keep your listed availability and fees up to date so patients aren't misled.
  • Neither party should use the booking “reason for visit” field to solicit contact or business outside the Platform.

4. Claiming or correcting a listing

If you are a physiotherapist and find an unclaimed listing for yourself on the Platform, you can claim it (verifying your registration number) to take ownership, edit it, and start receiving bookings. If the listing is inaccurate, outdated, or you would simply prefer not to be listed, you can request its removal at any time free of charge — see our Privacy Policy for how that works.

5. Safety

Our AI-assisted matching tool includes a fixed, rules-based safety check that is not left to the AI model's discretion — if a description matches a red-flag pattern, you will be pointed toward urgent or emergency care instead of a routine booking.

6. Reporting a problem

If you encounter content, a listing, or behaviour that breaches these guidelines, please report it via the relevant profile or booking page, or contact us directly. We review reports and may remove content, suspend an account, or take other action consistent with our Terms of Service.