Cancellation Policy 

We understand that life can throw the unexpected at us sometimes, which may result in you needing to change your plans. If you need to cancel or reschedule your appointment, we respectfully request at least 24 hours notice. To cancel your appointment, please call our booking team on 01242 360036 or 07552 764392.

Online appointments

Payment for online appointments is required before the appointment. You will be sent an email with the relevant details for payment.

If you cancel your appointment with less than 24 hours notice or if you fail to attend your appointment for any reason, the full session fees will be charged and no refund will be paid. If you cancel your appointment by providing sufficient minimum notice, we will refund the amount paid by you for that cancelled session. Please be aware refunds may take up to 10 days to process.

Face to face appointments

If you cancel a face to face appointment with less than 24 hours notice, you will be charged a cancellation fee, which is 50% of the total cost of the appointment. If you fail to attend your appointment without letting us know, you will be charged 100% of the total cost of the appointment.

If you are more than 15 minutes late for your appointment, we may be unable to see you, or may still have to end the appointment at the same time, resulting in a shorter appointment session. This is to ensure that we do not run late for our other patients. We will endeavour to do what we can for you as we understand that sometimes these situations cannot be helped. No partial refund will be available in these circumstances.

Rescheduling your appointment

You can reschedule your appointment up to 24 hours prior to your appointment start time by using the reschedule link on your booking email. You can then re-book at a new date and time to suit you, using the online booking system. No further fees will be required if you have provided the minimum 24 hours notice.

You will be unable to reschedule your appointment less than 24 hours before the appointment start time.

Our Rights to Cancel and Applicable Refund

We may need to amend or cancel your appointment, even after this has been confirmed and paid for, due to circumstances beyond our control. We will contact you as soon as possible if this happens.

If one of our physiotherapists has to cancel an appointment we will endeavour to find an alternative physiotherapist.  Where this is not possible we will offer a full refund or reschedule your appointment.