We understand that things can crop up at short notice and this may mean that it isn’t always possible to come to your session at Relive Physiotherapy. All we ask is that you let us know in good time that you won’t be able to make it, so that we can offer your appointment time to one of the people on our waiting list who is in need of treatment, often because they are suffering or in pain.
Last minute cancellations and missed appointments have a double impact for us : firstly, we are unable to offer this appointment slot to somebody else who might need it. Secondly, lost appointments have a damaging effect on our business and can affect our ability to support you.
We have put together the below Cancellation Policy, which explains how cancellations are dealt with by Relive Physiotherapy :
- 1. When you book your first self-funding appointment with us, we will take a deposit of £50 over the phone. This deposit is refundable unless you don’t attend your appointment or cancel with less than 24 hours notice. If this is the case, then your deposit will not be refunded.
- 2. If you need to cancel your appointment, you can do so at any time, free of cost up to 24 hours before the session (or by 10am on Saturday for Monday). Bank Holidays are not included in the 24 hours.
- 3. If you cancel your appointment with less than 24 hours notice (or after 10am on Saturday for Monday), you are liable for the cancellation charge (currently £50), or if you are coming through your Insurance, you may lose your session.
- 4. If you fail to attend your appointment without notice, then you are liable for the cancellation charge.
- 5. If you cancel your appointment and have given us fair warning AND you have paid in advance, then we will carry over your session to the next convenient time, or refund the session in full, depending on your preferences.
- 6. If we have to cancel your appointment (due to sickness of the Physiotherapist or a major incident), we will inform you as early as we can either by phone or text. This may be at short notice. You will be offered an alternative appointment as soon as possible.
- 7. If you send us your cancellation via email or social media, it may be that we don’t see it immediately. If you do need to cancel, please TELEPHONE us on 01244 630750 and leave a message if prompted.
- 8. If you are paying for your treatment via an Insurance Company, please note that your insurance MAY NOT cover late cancellation charges – if that is the case, then you will be liable to cover the cost.
- 9. Please note that you will be required to pay the deposit again before any further bookings can be made if you have paid the cancellation fee.
- 10. If you have paid a deposit, then it will be refunded to you at the end of your treatment, as long as you have not had to pay the cancellation fee. It CANNOT be taken off the cost of the last treatment.
We thank you for your understanding!
