Terms & Conditions

1. Introduction

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Welcome to First Step Podiatry (“we”, “us”, or “our”). These Terms and Conditions (“Terms”) govern your use of the First Step Podiatry website and our online podiatry consultation services (the “Service”). By booking an appointment or using our website, you (“you” or the “patient”) agree to be bound by these Terms. If you do not agree, please do not use our Service.

Who We Are: First Step Podiatry is the trading name of our podiatry practice. The Service is provided by a CORU-registered podiatrist in the Republic of Ireland, ensuring you receive advice from a qualified professional. We maintain appropriate professional indemnity insurance for your peace of mind.

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Important: These Terms include important legal disclaimers and limitations of liability (see Section 8) and requirements for using our Service safely. Please read these Terms carefully before proceeding.

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2. Nature of Service – Advice Only, Not Emergency Care

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First Step Podiatry provides preliminary foot care consultations and advice via remote video calls. Our Service is intended to give general podiatry guidance, initial assessments, and recommendations based on the information and images you provide.

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• Not a Substitute for In-Person Examination: Our online consultation is advice-only and does not replace a full in-person medical examination or treatment. We do not perform physical procedures, prescribe medications, or provide definitive diagnoses through the Service. The advice is given based on what can be observed over video and the history you report. There may be conditions or signs that cannot be fully assessed without a physical examination.

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• No Emergency or Urgent Care: Do not use this Service for medical emergencies or urgent conditions. If you have a severe or sudden issue – for example, signs of serious infection (fever, rapidly spreading redness), sudden loss of circulation in your foot, unbearable pain, suspected fractures, or any condition that you feel requires immediate attention – call 112/999 or seek in-person medical care immediately. We are not equipped to manage emergencies or acute medical crises. If you attempt to use our Service for an emergency, we will direct you to emergency services and no consultation will proceed. We are not liable for any outcome if you delay seeking emergency treatment.

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• Geographic Limitation: Our Service is intended for individuals currently located in the Republic of Ireland. By using our Service, you confirm that you are physically present in Ireland at the time of consultation. We cannot guarantee the Service’s compliance with healthcare laws outside of Ireland, and we do not knowingly accept patients from other jurisdictions. If you are outside Ireland, you must not use this Service. If it becomes apparent you are not in Ireland, we may cancel the consultation and refund any fee paid (minus any applicable processing fees).

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• Patient Age and Capacity: You must be at least 18 years old to use this Service. If you are under 18, a parent or legal guardian must book the appointment, consent to these Terms, and be present during the consultation. By using the Service, you confirm that you have the legal capacity to consent to receive podiatry advice. If you are an adult who lacks capacity to consent, your legal guardian or representative must contact us to discuss appropriate arrangements.

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3. Booking, Fees, and Cancellations

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Booking an Appointment: Consultations are booked through our online booking portal (powered by Wix Bookings). You will need to create an account or provide required information to schedule a session. By booking, you agree to provide truthful, up-to-date personal and medical information during sign-up and in any intake forms.

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Pre-Payment: All consultations must be paid in full at the time of booking. Our fees are clearly displayed at the booking stage. Payments are processed securely via our payment provider integrated with the booking portal. All fees are in Euro (€). If applicable, fees include any relevant taxes or charges (we will inform you if VAT or other taxes apply).

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Cancellation and Rescheduling: We understand plans can change. You may cancel or reschedule your appointment through your online account interface, subject to the following terms:

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• Cancellation/Reschedule Notice: If you cancel or request a reschedule with at least [24 hours] notice before your scheduled appointment time, you are eligible for a full refund of the consultation fee (or we can apply the fee to a rescheduled appointment, as you prefer). Cancellations or reschedule requests made on shorter notice (less than [24 hours] before the appointment) may result in the consultation fee being forfeited or a reduced refund, at our discretion. This policy is in place because last-minute cancellations often mean we cannot re-book that slot for another patient.

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• No-Show Policy: If you do not attend your scheduled video consultation and no cancellation notice was provided, it will be considered a “no-show.” No-shows will generally not be refunded. We may make exceptions in extraordinary circumstances (e.g., sudden illness or technical issues) at our sole discretion.

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• Provider Cancellations: If we (First Step Podiatry) need to cancel or reschedule your appointment (for example, due to provider illness or technical problems on our end), we will notify you as soon as possible. In such cases, you will be offered the choice of a full refund or an alternative appointment time. We will not be liable for any additional compensation for such cancellations beyond refunding the consultation fee.

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• Refunds: Approved refunds will be processed back to the original payment method. Please allow a reasonable time for the refund to appear, as payment processors may have varying timelines. If you have not received an expected refund within 10 business days, please contact us at the details in Section 12.

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4. Patient Responsibilities and Informed Consent for Telehealth

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Using our Service comes with certain responsibilities for you as the patient. By booking and participating in an online consultation, you acknowledge and agree to the following:

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• Provide Accurate Information: You will provide complete and accurate information about your condition, medical history, medications, and any other relevant details. Our advice is based on the information and images you provide, so omissions or inaccuracies could affect the guidance you receive. You agree not to withhold important information (for example, a diagnosis you’ve already received, other health conditions, or severe symptoms) during the consultation.

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• Visuals and Cooperation: You may need to share live video of your foot/leg or upload clear photos as requested by the podiatrist. You will do your best to ensure good lighting and visibility for any area of concern. You agree to follow the podiatrist’s instructions during the exam (for example, adjusting camera view, performing a movement, or pressing on a certain area yourself) to aid the assessment. If you are unable or unwilling to do so, you understand it may limit the quality of the consultation and the advice given.

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• Understand Telehealth Limitations: You fully understand that telehealth has inherent limitations compared to in-person care. Specifically, you acknowledge that:​

  • There is a risk that some conditions may not be observed or accurately diagnosed through video alone. For example, subtle signs or symptoms might be missed due to camera quality or angle

  • You might be advised that the issue cannot be fully addressed via teleconsultation and that you require an in-person examination or referral to another healthcare provider. If so advised, you agree to seek appropriate in-person medical care promptly. If you choose not to follow in-person referral advice, you accept that you are doing so against medical recommendation and at your own risk.

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• The podiatrist cannot touch or physically examine your foot, which might make certain findings (like texture of skin, exact location of tenderness, pulses, etc.) impossible to obtain.

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• Follow-Up and Emergency Care: You agree that if your condition worsens or does not improve as expected after the consultation, or if you experience any new concerning symptoms, you will seek in-person medical evaluation (either with a GP, a hospital, or a podiatry clinic) without delay. We will provide you with “red flag” warnings and follow-up recommendations during your consultation when applicable, but it is your responsibility to act on them. If we determine during the consultation that your situation is urgent or beyond the scope of this Service, you will follow our advice to obtain immediate care elsewhere (for example, visiting A&E or your GP).

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• Consent to Telehealth: By proceeding with a booking, you give your informed consent to receive podiatry consultation via telehealth (video call). This means:​

  • You consent to our podiatrist providing advice and guidance based on remote communication.

  • You have had the opportunity to ask questions about telehealth and these Terms, and you received answers to your satisfaction. If any question arises, you will ask us before the consultation or before continuing.

  • You understand you can withdraw your consent to continue the telehealth session at any time. (However, note that our standard cancellation/refund policies in Section 3 apply if you choose to terminate a consultation mid-session without a medical reason.)

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• You acknowledge we have explained the nature and limitations of the Service (as outlined in these Terms and on our website) and you agree to proceed.

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• Appropriate Environment: You will ensure that you join the video consultation from a private, safe environment. Please be in a quiet, well-lit space where you are comfortable discussing your health. Do not participate in a video consult while driving or in a public area where your personal health information could be overheard. We respect your confidentiality and ask that you do the same for the consultation.

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• No Recording Without Consent: You agree that you will not record the video consultation (audio or video) without our prior written consent. We also will not record the consultation without your explicit consent. (Our default practice is not to record sessions.) This is to protect your privacy and ensure open communication. You may take personal notes during the session, and we will document the consultation in a medical record.

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By fulfilling these responsibilities and acknowledging the above, you help us provide you with the best possible advice and also protect both you and us from avoidable risks.

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5. Our Commitments and Scope of Practice

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Our Commitments: First Step Podiatry is committed to delivering professional, ethical, and high-quality service. When you use our Service, you can expect that:

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• The consultation will be conducted by a podiatrist registered with CORU (Ireland’s Health & Social Care Professionals regulator), ensuring they meet national standards for qualifications and ethics.

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• We will treat you with respect, courtesy, and maintain professional standards just as we would in an in-person clinic.

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• We will keep a detailed record of your consultation, including your history, what was observed via video or photos, the advice given, and any follow-up recommendations. These records are kept confidential (see Section 9 on Data Protection).

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• We will be honest about the limits of what we can do remotely. If we feel your issue cannot be appropriately addressed via telehealth, we will tell you and help direct you to appropriate care (for example, advising you to see a GP, specialist, or attend a clinic). We will not simply give you incomplete advice if we know an in-person assessment is needed.

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• We will provide clear instructions, including any “red flag” symptoms to watch for after the consultation. We encourage you to ask questions if you need clarification on any advice or plan.

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Scope of Practice: Our Service is limited to podiatry advice and related guidance. We do not provide:

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• Medical prescriptions: We do not prescribe medications. If we believe medication might be required (such as antibiotics for an infection or pain medication), we will refer you to a GP or appropriate provider for assessment and prescription.

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• Hands-on treatment or procedures: Obviously, we cannot perform procedures like wound debridement, callus removal, injections, or biomechanical treatments via telehealth. If such interventions are needed, we will advise accordingly.

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• Diagnoses outside podiatry: We focus on foot and lower limb issues within the competence of a podiatrist. If you present with a problem that is outside our scope (for example, a general health issue, or something that clearly requires a different specialist), we will let you know and advise on next steps. We will not attempt to manage conditions that we are not qualified to handle.

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By using our Service, you understand and accept these scope limitations. Our goal is to use our expertise to guide you, but not to extend beyond what is safe and appropriate for an online podiatry consultation.

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6. Use of Third-Party Platforms

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To deliver our Service, we rely on reputable third-party platforms:

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• Video Consultations via Zoom: We conduct the video consultations using Zoom, a third-party video conferencing service. By using our Service, you agree to the use of Zoom for the consultation. We will provide you with a secure meeting link before your appointment. Zoom’s Terms of Service and Privacy Policy will apply to the video conference itself. We do not have control over Zoom’s services, so we are not liable for any issues caused by Zoom, such as platform outages, data breaches on Zoom’s side, or other technical malfunctions. We have chosen Zoom for its encryption and security features to protect your privacy, but any use of third-party software carries some inherent risk. Important: Please ensure you have a stable internet connection and have Zoom set up in advance. If technical issues on your end prevent a successful consultation (e.g., no internet connectivity), it may be treated as a late cancellation or no-show (at our discretion) unless there are extenuating circumstances.

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• Booking and Payment via Wix Bookings: Our website and appointment system are powered by Wix. When you enter information to book or pay for a consultation, that data is processed through Wix’s platform. Wix’s Terms and Privacy Policy apply to the functionality of the booking system and payment processing. We have a Data Processing Agreement in place with Wix to ensure they handle your data in compliance with GDPR and Irish data protection law. While we oversee and configure the booking system, some aspects (such as payment gateways) are operated by Wix or its payment partners. We make reasonable efforts to ensure these third-party services are secure and reliable. However, we cannot be held responsible for failures or security incidents that are solely attributable to those third parties. For example, if the Wix platform experiences a downtime or a payment processor has an outage, we will work with them to resolve it, but we are not liable for losses arising from such events beyond rescheduling your appointment or refunding any fee as appropriate.

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By agreeing to these Terms, you also agree to abide by any relevant terms of our third-party providers (e.g., you will use Zoom and Wix in accordance with their user guidelines). We will not share your personal data with these providers beyond what is necessary to deliver the service (for details see our Privacy Policy in Section 9). If you have questions about the third-party platforms we use, feel free to contact us.

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7. Medical Disclaimer (No Warranties on Outcomes)

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No Guaranteed Results: While we strive to provide the best possible advice and care, First Step Podiatry cannot and does not guarantee any particular outcome or result from a consultation. Every individual’s situation is unique, and the effectiveness of advice or recommendations may vary. The information and guidance provided during your consultation are based on the limited assessment possible via telehealth and on the accuracy of information you supply. Therefore:

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• We make no warranty that your condition will improve after following our advice. Outcomes (such as pain relief, healing, etc.) depend on many factors outside our control, including how you follow through with advice and the nature of your condition.

• We do not warrant that the Service will meet all of your expectations, especially if those expectations are beyond the scope of what an online consultation can reasonably achieve. We promise to deliver the Service with reasonable care and skill, but we cannot promise it will be equivalent to an in-person consultation in every respect.

• Any statements about possible results (for example, “this exercise might reduce your pain in a few weeks”) are estimates or opinions, not guarantees. Medicine and healthcare involve uncertainties, and telehealth adds additional uncertainty.

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Not Personal Medical Device or Product Endorsement: Any recommendations for products (like orthotic insoles, creams, footwear, etc.) are made in good faith based on general availability and typical use. We do not have a financial interest in specific brands unless explicitly stated. We do not guarantee the quality or suitability of any third-party products you may use following our advice. Always follow the product instructions or consult a pharmacist/doctor about product use if needed. We are not liable for any injury or issue arising from the use of a product recommended in a consultation, unless it was due to our negligence in understanding your condition or advising improperly.

 

No Doctor-Patient Relationship Beyond Consultation: Using our Service establishes a professional relationship for the duration of the consultation and any agreed follow-up, but it does not mean we are your ongoing physician or podiatrist on record. We do not keep you on a patient list for regular care. Our relationship is limited to the specific Service provided. We strongly encourage you to maintain a relationship with a local GP or appropriate healthcare provider for general health issues. If we provide a summary report or recommendation for you to share with your GP, it is part of ensuring you have continuity of care. However, it remains your responsibility to follow up with your GP or other specialists as recommended.

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8. Limitation of Liability

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Read this section carefully – it limits the liability of First Step Podiatry and the practitioner to you. We are confident in our service, but we must make clear the extent of our responsibility under these Terms.

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• No Exclusion of Liability for Serious Matters: Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, or for our fraud or fraudulent misrepresentation, or any other liability which cannot be limited or excluded by law. Irish consumer law prohibits the exclusion of liability for personal injuries caused by negligence, so we do not seek to exclude it. You have rights under law which these Terms do not and cannot override.

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• Service Provided “As Is”: Subject to the above, our Service is provided on an “as is” and “as available” basis. While we aim for top quality, we do not guarantee that the Service will be uninterrupted, error-free, or will meet all your requirements. Technical issues or human errors can occur. To the fullest extent permitted by law, we exclude and disclaim all warranties, conditions, and other terms of any kind, either express or implied, with respect to the Service (including any content or information provided therein).

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• Limitation of Liability for Losses: To the extent allowed by law, if you suffer any loss or damage arising out of or in connection with the use of our Service or website:

  • Indirect or Consequential Loss: We will not be liable for any indirect, special, exemplary, or consequential losses. This includes (for example) loss of opportunity, wasted expenses, loss of income, loss of data, or incidental damages. In plain language, if something goes wrong, we are only responsible for direct results of our actions and not for knock-on effects or unforeseen consequences.

  • Direct Losses Cap: Our total liability to you for all claims arising from your use of the Service (whether in contract, tort (including negligence), breach of statutory duty, or otherwise) is limited to the amount you paid for the consultation in question. For example, if you paid €25 for a consultation, and you claim that our advice caused you harm or loss, our maximum liability shall not exceed €25, provided this limitation is not prohibited by law in your particular case. This cap helps ensure that our liability is proportionate to the fee charged.

  • Exceptions: The above limitation (cap) does not apply to any proven liability we have which cannot be limited by law (as noted, we cannot limit liability for personal injury caused by our negligence, etc.). It primarily applies to financial losses or other damages where such limitation is allowed.

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• Patient’s Responsibility for Follow-Up: We are not liable for any injury or worsening of condition that results from your failure to follow the advice given or your decision to delay or avoid seeking in-person medical attention as recommended. When we advise you to seek urgent care or follow a certain protocol, it is crucial that you do so. If you choose not to adhere to advice (for example, ignoring a recommendation to go to A&E when we have advised that), you assume full responsibility for any consequences. We will not be held responsible for outcomes that could have been avoided by following the medical advice provided.

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• No Liability for Outside Scope Issues: If you present a condition or issue that is outside the scope of our Service (for example, a systemic health issue or something requiring a different specialist) and we, in good faith, point this out and refer you elsewhere, we are not liable for not providing a solution ourselves. We fulfill our duty by advising you appropriately. Similarly, if you use the Service in a manner not intended (such as concealing information or seeking advice for someone else’s problem under your name without our knowledge), we will not be liable for any resulting harm, as the Service was misused.

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• Technology and Security: We will not be liable for any loss or damage caused by technology failures, viruses, distributed denial-of-service attacks, data leaks, or other technologically harmful material that may infect your computer or mobile device due to your use of our website or video platform, provided we have taken reasonable measures to prevent such events. We implement industry-standard security (encryption, secure servers, etc.), but no system is 100% immune to technical issues. You should ensure you have up-to-date antivirus and a secure connection when using our Service.

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• Third-Party Acts: As noted, we use third-party platforms (Zoom, Wix, payment gateways). We are not liable for acts or omissions of these third parties, except to the extent we could have prevented them or contributed to a problem by negligence in our own configuration or handling of data. Any remedies you may seek for issues caused by those third parties may need to be addressed with them (for example, if a payment processor wrongly double-charges you, we will assist in correcting it, but we may not be directly financially liable if it was entirely the processor’s error).

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Indemnity: To the extent permitted by law, you agree to indemnify and hold harmless First Step Podiatry and our practitioner from any third-party claims, liabilities, damages, or expenses (including reasonable legal fees) that arise from your breach of these Terms or misuse of the Service. This means if you violate the Terms or use the Service improperly and it causes us to face a legal claim from someone else or incur costs, you may be responsible for those costs. (This does not apply to your costs in bringing a claim against us for our own negligence or breach; it applies to situations like you sharing another person’s private information without consent, for example, and that person taking action against us as a result.)

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We understand this section is technical – it essentially ensures we operate within a reasonable risk structure. We are committed to providing a diligent service, and we simply ask that you use it responsibly and understand our legal limitations. If you have any questions about what these liability terms mean in practice, please contact us before accepting these Terms or using the Service.

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9. Privacy and Data Protection

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Your privacy and the security of your personal data are extremely important to us. We comply with the EU General Data Protection Regulation (GDPR) and Irish data protection laws. Please review our full Privacy Policy (available here*) for detailed information on how we collect, use, store, and protect your data. The Privacy Policy is incorporated into these Terms by reference, meaning that by agreeing to these Terms, you also agree to the terms of our Privacy Policy.

(*Note: Insert actual link to the Privacy Policy page once available.)

Key Privacy Points:

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• Data Controller: [Name], trading as First Step Podiatry, is the data controller for any personal data you provide. You can contact us with any data protection queries (see Section 12 for contact details).

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• Personal Data We Collect: When you use our Service, we will collect personal information such as your name, contact details, health information related to your condition (medical history, symptoms, photos you upload), and payment information (handled via the secure payment processor). This data is collected to provide you with healthcare advice and for associated administrative purposes (scheduling, record-keeping, billing).

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• Use of Data (Purpose and Legal Basis): We use your data to deliver the consultation and advice – this is considered health data processing for the provision of care. Our legal basis under GDPR for processing health data is your explicit consent and the provision of healthcare (GDPR Art. 6(1)(b) – performance of a contract for service, and Art. 9(2)(h) – healthcare purposes). By using our Service, you consent to our processing of your health information for these purposes. We will also use your contact information to communicate with you about appointments or follow-up, and with your permission, we may send you informational materials or reminders. We do not use your health data for marketing without your explicit consent.

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• Confidentiality: Any information you share during the consultation or in forms is confidential. We will not divulge your personal health information to any third party except as needed to provide the service (for example, our use of Zoom/Wix as explained, or if we refer you to another provider with your consent), or as required by law. In rare cases, we might be legally required to break confidentiality (for instance, if there is a serious risk of harm to you or others, or a statutory duty to report certain issues), but we will follow professional guidelines and legal requirements in such scenarios.

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• Data Security: We implement appropriate technical and organizational measures to secure your data. This includes using encrypted platforms (Zoom for video is encrypted; our website uses HTTPS encryption), secure storage of medical records, and limiting access to your information only to those who need to know (in our case, primarily the consulting podiatrist and necessary support staff if any). We do not record video or audio of consultations without your consent. We store consultation notes and any photos you provide in a secure electronic health record system or encrypted files. We conduct regular reviews of our data security practices, and if we identify any risks, we address them promptly. However, please understand that no system can be guaranteed 100% secure.

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• Data Retention: We will retain your health records for a minimum period required by Irish law and professional guidelines. Currently, we keep adult patient records for at least 8 years from the date of the last treatment/advice provided. (If you are a minor, records may be kept longer – e.g., until 8 years after reaching adulthood – in line with standard medical record-keeping practices.) We retain records to ensure continuity of care and to have information available in case of any medico-legal issues. After the retention period, we will securely dispose of or anonymize your data.

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• Your Rights: You have rights regarding your personal data. These include the right to access a copy of your data, to correct any inaccuracies, to request deletion of your data (note: if you request deletion of health records, we will consider it in light of legal requirements – healthcare providers may be obliged to keep certain records), to restrict or object to processing in certain circumstances, and to data portability. If you wish to exercise any of these rights, please contact us. We will respond in accordance with legal timelines (generally within one month). There is no charge for reasonable requests to access your data.

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• Data Breach Protocol: In the unlikely event of a data breach that compromises your personal data, we will notify you and the Data Protection Commission (DPC) as required by law. We have a breach response plan in place to handle such situations, including steps to contain the breach, assess the risk to your rights and freedoms, and mitigate any harm.

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• Use of Cookies and Website Data: Our website may use cookies or similar technologies to enhance user experience (for example, to keep you logged in or to collect anonymous analytics about site usage). For details, refer to our Privacy Policy or Cookie Notice. By using the site, you consent to our use of cookies as described in those notices. You can manage cookies through your browser settings.

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• Third-Party Services and Data: As noted, we use third-party services like Zoom and Wix. We ensure that these providers are also GDPR-compliant. Your data may be stored on their servers (e.g., appointment details on Wix’s servers, or your video/audio transiently passing through Zoom’s system). We have agreements in place (or rely on their published GDPR compliance statements) to protect your data. These third parties are only allowed to process your data for the specific purposes we engage them for, and not for their own marketing or other uses. If you’d like more information on our third-party processors, please review our Privacy Policy or contact us.

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• Consent for Specific Data Uses: If we ever wish to use your data in a way not covered by these Terms or our Privacy Policy (for example, using a before/after photo of your foot in a marketing testimonial, or recording a session for training purposes), we will obtain your explicit consent separately. You have the right to decline such requests, and your care with us will not be affected by your decision.

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By using our Service, you acknowledge that you have read and understood our Privacy Policy and agree to the collection and use of information in accordance with it. We encourage you to read the full Privacy Policy for complete details.

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10. Intellectual Property

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All content on the First Step Podiatry website – including text, graphics, logos, icons, images, audio clips, digital downloads, and software – is the property of First Step Podiatry or its content suppliers and is protected by copyright, trademark, and other intellectual property laws. This includes our business name and logos, which are trademarks of our practice.

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• Personal Use: You are welcome to view, download, and print material from our website for your personal, non-commercial use (for example, printing a copy of these Terms or educational blog posts for your reference). Any other use of the website content, including modification, republication, or distribution, requires our prior written consent.

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• Materials Provided During Service: If we provide you with any written materials or resources during or after a consultation (for example, exercise instructions, informational handouts, or a summary report), these are for your personal use in managing your health. You should not share these materials publicly or use them for commercial purposes. They are either our original content or licensed to us. If you wish to share something with a family member or another healthcare provider for the purpose of your care, that is permitted (we encourage you to share our consultation summary with your GP, for instance). However, you should not publish our materials online or otherwise redistribute them without permission.

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• No Unauthorized Recording or Reproduction: As mentioned in Section 4, you are not permitted to record the consultations without consent. Similarly, you may not photograph, screenshot, or otherwise capture images of the video consultation beyond what is necessary for your personal medical use. (For example, taking a screenshot of a recommended exercise demonstration for personal reference is acceptable, but posting that image online or using it in a presentation is not, unless we agree in writing.)

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• Third-Party Content: Any third-party trademarks or content that appear on our website (for example, logos of Zoom or Wix, or links to third-party articles) are the property of their respective owners and are used under license or fair use. Their appearance does not imply our endorsement of those third parties or that we have any rights in their marks/content beyond permission to use them as noted.

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If you believe any content on our website infringes on intellectual property rights (for example, if you believe we have used your copyrighted material without permission), please notify us immediately with details so we can investigate and address the issue.

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11. Complaints and Feedback

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We value your feedback. If you have any concerns, complaints, or questions about our Service or these Terms, we encourage you to reach out to us so we can assist you. Providing a high-quality service is important to us, and we welcome the opportunity to resolve any issues.

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• How to Contact for Complaints: You can contact us by using the form on our Contact Page or by emailing us at [contact email]. Please provide as much detail as possible about your concern, including dates, what happened, and what you would like as an outcome. We will acknowledge your complaint and aim to respond with an initial review outcome within a reasonable timeframe (typically within 10 working days).

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• Resolution Process: We will investigate the matter thoroughly and fairly. If the complaint involves clinical care or advice, it will be reviewed by the consulting podiatrist (and if needed, by an external advisor for an objective viewpoint). We will then provide you with a response or resolution. Possible outcomes may include an explanation or apology, an offer of a follow-up consultation (if appropriate), or information on steps taken to prevent a similar issue in the future. Our goal is to address your concerns to your satisfaction where possible.

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• Escalation: If you remain dissatisfied with our handling of a complaint, you may seek further recourse. This could include contacting professional regulatory bodies such as the Health and Social Care Professionals Council (CORU) which regulates podiatrists in Ireland, or pursuing mediation or legal action. We hope to resolve issues without the need for escalation, but these avenues are available to you. (Nothing in these Terms restricts your right to seek remedies through regulators or courts if you choose, but we do ask that you give us a chance to address the matter first.)

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• Positive Feedback: On a lighter note, if you have positive feedback or suggestions for improvement, we also welcome those! You can share testimonials or reviews with us. If we wish to use a testimonial for marketing purposes, we will seek your permission in writing before publishing it. You have no obligation to provide testimonials or reviews, but if you do, ensure they reflect your honest opinion and experience.

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Remember, open communication can often resolve or clarify most issues. We are committed to continuous improvement and patient satisfaction.

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12. General Provisions

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Entire Agreement: These Terms (together with our Privacy Policy and any other policies or guidelines we provide on our website) constitute the entire agreement between you and First Step Podiatry regarding the use of our website and Service. They supersede any prior agreements or understandings, whether written or oral, relating to the subject matter. Each party acknowledges that, in entering into these Terms, neither party has relied on any representation or promise not explicitly stated in these Terms.

Modifications to Terms: We may update or modify these Terms from time to time, for example to comply with new laws or to reflect changes in our Service. If we make significant changes, we will notify users by posting the updated Terms on our website with a new “Last Updated” date and, if appropriate, by additional notice (such as an email notification or a notice during booking). Continued use of the Service after changes are posted constitutes your acceptance of the revised Terms. If you do not agree with any update, you should cease using the Service. It is your responsibility to review the Terms periodically for any changes.

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Governing Law: These Terms and any disputes or claims arising out of or in connection with them (including non-contractual disputes or claims) are governed by the laws of the Republic of Ireland. This governing law applies no matter what country you access the Service from (but recall, the Service is only intended for use within Ireland).

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Jurisdiction: You agree that the courts of the Republic of Ireland have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with the Service or these Terms. This means if you wish to pursue legal action, it must be filed in an Irish court. (If you are a consumer residing in the EU, you may also have the right to proceed in your country of residence under certain consumer protection laws – these Terms do not override any such rights you have.)

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Severability: If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court or regulator of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If it cannot be made valid, that provision will be severed (removed) from these Terms without affecting the validity of the remaining provisions. The remaining provisions will continue in full force and effect.

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No Waiver: If we do not insist immediately that you perform any obligation under these Terms, or if we delay in taking steps against you if you breach these Terms, that will not mean we have waived our rights or that you do not have to comply. For example, if you miss a payment and we do not chase you but then we continue to provide the Service, we can still require you to make the payment at a later date. Any waiver of rights in a particular instance will be effective only if in writing and shall not mean we waive any rights in the future.

Transfer of Agreement: You may not transfer or assign your rights and obligations under these Terms to anyone else without our prior written consent. We may transfer our rights and obligations (for example, if we restructure our business or in the event of a merger/acquisition) provided that your rights under these Terms are not prejudiced. We would notify you in such event and ensure the Service continues to be provided in accordance with the agreement.

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Third-Party Rights: These Terms are between you and First Step Podiatry. No other person shall have any right to enforce any of their terms (except to the extent that our successors or assigns may take our place in these Terms as explained above). The Contracts (Rights of Third Parties) Act does not apply to this agreement – only the parties signing up to these Terms have rights under them.

Headings: Section headings in these Terms are for convenience of reading only and have no legal effect. They do not affect the interpretation of the provisions.

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Language: These Terms are written in English. If we provide a translation in another language, the English version will prevail in the event of any conflict in interpretation.

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13. Contact Information

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If you have any questions about these Terms, the practices of our Service, or need to contact us for any reason, please do not hesitate to reach out:

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• Business Name: First Step Podiatry

• Contact Person: Kelsey Lang McCarthy

• Email: firststeppodiatry.ie@gmail.com

• Contact Page: Contact Us

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(We recommend email or the contact form as the primary means of communication for record-keeping purposes. We will respond as promptly as possible, generally within 1-2 business days.)

By using our website and Service, you acknowledge that you have read, understood, and agree to these Terms and Conditions. Thank you for trusting First Step Podiatry with your foot health needs. We look forward to providing you with a professional and helpful consultation experience.