Cancellation, no-show, late arrival and rescheduling policy

Your appointments are very important to the team at Warley Hill Physiotherapy Clinic. Your appointment is reserved especially for you and, while we understand that sometimes schedules adjustments are necessary, we respectfully request at least 24 hours’ notice for cancellations.

Please understand that when you forget or cancel your appointment without giving enough notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services.

We will confirm your appointment with you 24 hours in advance because we know how easy it is to forget an appointment you booked weeks ago.

Cancellation fees

Since booked appointments are reserved for you personally, a cancellation fee will apply if you fail to give at least 24 hours’ notice that you will not be able to attend your booked appointment.

Less than 24 hours’ notice will result in a charge equal to 50% of the reserved appointment amount.

‘No shows’ will be charged 100% of the reserved appointment amount. ‘No shows’ will be required to prepay for appointments to secure future bookings.

In the event that you arrive late we will do our utmost to accommodate you. In the event that time constraints mean we are unable to carry out a full treatment session, a fee equal to 50% of the booked appointment(s) will be charged. Further instances of late arrivals resulting in your Physiotherapist not being unable to carry out your full treatmentwill be charged at a fee of 100% for booked appointments. If you are running late please call the clinic on 01277 202021 ASAP so we can do our best to make provisions to enable us to carry out our services.

For appointments booked within the 24 hour period, your deposit is non-refundable if you cancel.

The cancellation policy gives us the time to inform our standby patients of any availability and keeps our physiotherapists diary filled. Our aim is to provide you with an excellent level of service and our policies help us to achieve this. Thank you for viewing and supporting our policies criteria.

Exceptions – covid-19

If you are ‘contact traced’ and required to self-isolate, or you or a member of your household become symptomatic for Covid-19 less than 24 hours before your scheduled appointment your appointment should be cancelled and no cancellation fee will be charged.

Please be aware that if you cancel an appointment due to illness, self-isolation or quarantine, you will not be able to rebook within 14 days from the onset of your symptoms or instruction to self-isolate.

You must not attend an appointment for at least 14 days from the date you test positive for Covid-19.

You and all members of your household must be symptom free when you attend your appointment, even if this exceeds the 14 day period.

Before you attend rescheduled appointments Warley Hill Physiotherapy Clinic reserve the right to request proof of the ‘start-date’ of this 14 day period, or for negative test results, for the safety of our staff and clients.

Exceptions – other

We understand that sometimes late cancellations or late arrivals are unavoidable. In the event that Warley Hill Physiotherapy Clinic management deem your reason for late cancellation/late arrival as ‘exceptional circumstances’ we may waive the cancellation fee. This is entirely at our discretion.

In any circumstances, if we are able to fill your appointment slot, no cancellation fee will be charged.

Rescheduling

If you need to reschedule your appointment, please do so with no less than 24 hours’ notice. If you reschedule within 24 hours of your appointment, cancellation fees may be applicable, as above.

For rescheduling bookings and where at least 24 hours’ notice has been given, any full or partial prepayments made will be transferred to your next appointment.

Refunding prepayments