Service Delivery Policy

1. What we deliver

TheraMilo connects patients with independent physiotherapists. “Delivery” means providing access to a confirmed appointment with a verified therapist at the agreed time and location.

2. Service types

• In-clinic — you attend the therapist’s listed clinic at the confirmed date and time
• Home visit — the verified physiotherapist you booked travels to your address at the confirmed date and time; a travel fee may apply
• Home visits must be performed personally by the booked physiotherapist. Sending an assistant or substitute is prohibited and results in a permanent ban if reported or confirmed

3. Booking confirmation

A booking is confirmed only after any required payment and therapist acceptance. You can track status in the app (for example pending, accepted, completed, or canceled). You will receive notifications for important booking updates.

4. Timing and availability

• Session date, time, duration, and location are shown before you pay
• Therapists set their own availability; TheraMilo does not guarantee that every request will be accepted
• If a therapist cannot attend, we will notify you in the app so you can rebook or request a refund under our Cancellation & Refund Policy

5. Your responsibilities

• Be available at the agreed time and location
• Provide accurate address and contact details for home visits
• For home visits, confirm that the physiotherapist you booked personally attends; report assistants or substitutes to TheraMilo immediately
• Follow reasonable safety and clinical instructions during the session
• Cancel within the stated window if you cannot attend (see our Cancellation & Refund Policy)

6. If service cannot be delivered

If a therapist cancels or is unable to attend, we will update the booking in the app. You may book another therapist or request a refund if payment was already made. Refund eligibility is described in our Cancellation & Refund Policy.

7. No physical shipping

TheraMilo does not sell, ship, or deliver physical products through the app or website. All services are appointments with licensed or registered physiotherapists (subject to verification on the platform).

8. Contact

Questions about service delivery? Email info@theramilo.com.