Our Cancellation and No-Show Policy
To ensure we can provide the best service to all our patients and respect our therapists' time, we operate a strict 24-hour minimum notice cancellation policy. Any patient who fails to respect this policy may be charged a fee up to the full amount of the session cancelled or missed.
Please note there is no fee to change your appointment when a minimum of 24 hours notice is provided.
Why We Have This Policy:
Respecting Therapist Time: When an appointment is cancelled with less than 24 hours' notice, we lose the opportunity to offer that valuable time slot to another patient who may be on a waiting list or urgently needs treatment. This time reserved for you becomes a lost chargeable hour for the clinic.
Fairness: This policy is enforced solely to cover the financial loss incurred when a patient's reserved time cannot be filled.
Financial Consequences (Cancellation Fee):
Please note the following terms regarding late cancellations and missed appointments:
Late Cancellation (Less than 24 hours notice): A fee ranging from £30 to the full cost of the reserved session(s) may be payable, depending on the amount of notice given and circumstances.
No-Show (No notice given): A fee equal to the full cost of the reserved session(s) will be charged, as this guarantees a complete loss of revenue for that reserved time.
Example Cost: Our standard rate for a 30-minute private physiotherapy appointment is £45. The maximum late cancellation fee is therefore £45.
Use of Discretion:
We understand that genuine, unforeseen emergencies sometimes occur. Our policy uses the term 'may be payable' to indicate that we reserve the right to use discretion in exceptional circumstances. We will always aim to be empathetic, but discretion is limited in cases of very late notice or failure to attend without communication, as this results in an unavoidable financial loss for the clinic.
Private Health Insurance:
Please be aware that private health insurers do not cover missed or cancelled appointments. Any cancellation fee applied is a private charge that must be settled directly by the patient and cannot be billed to your insurer.