New Pre-Payment Process & Updated Cancellation Policy

Happy New Year everyone. I hope you have all had a fun and family filled festive period.

I just wanted to write you all a quick post to let you know that we will now be taking pre-payments for all appointments from Monday 6th January 2020. This is an exciting step, which brings with it several benefits to our patients. Last year we moved to accepting card payments in the clinics using SumUp and this will continue. The new change comes with the integration of Stripe for all online booking payments, which will be pre-paid at the time of booking. As I’m sure you are aware, you are paying for our therapists knowledge and time when you make an appointment and we want to provide you with the best service we can.

This is similar to the common practice of pre-paying for sessions for Yoga and Pilates courses, for example. However, you will not be expected to pay for more than one session, we only believe that you should pay for the sessions you need. Stripe is a leading secure online payment platform that integrates seamlessly with the online booking system we use.

Any follow-up/future appointments will require pre-payment via either your therapist or the online booking system. It is inevitable that sometimes it is no longer possible to keep your appointment and a cancellation needs to be made. We ask that you give us as much notice as possible to enable us to accommodate waiting patients/clients. We have a clear cancellation policy, which is detailed below. We aim to make the appointment journey as simple and streamlined as possible for you and we will:

  • Send appointment confirmation email and text messages at the time of booking.
  • Send appointment reminders 48 hours prior to your appointment to allow time to contact us should you be unable to attend.
  • Confirmation and reminder messages include contact details for your sports therapist should you need to get in touch.
Notice PeriodCancellation Policy 2020.
More than 24 hours notice.– No fee and we will do our best to rearrange your appointment at your earliest convenience. 
– Your pre-payment will roll over to your rearranged appointment. 
– If you no longer require an appointment, you will be given a full refund.
Less than 24 hours notice.– You will be charged the full price for the appointments and need to pre-pay for any future appointments.
Did not attend / no cancellation.– You will be charged the full price for the appointments and need to pre-pay for any future appointments.

My thanks for your consideration and we look forward to working with you over the coming year. We would like to wish you all a healthy and active 2020.

Ed