Please read the policies below carefully before starting therapy.
By booking an appointment, you confirm that you have read, understood, and agreed to the policies outlined below.

1. Cancellation & Rescheduling Policy

Single Appointments (Assessments and Physiotherapy Sessions):

Cancellations made with less than 24 hours’ notice will be charged 50% of the regular fee. Failure to attend an appointment (DNA – Did Not Attend) will be charged 100% of the regular fee. Journey-related issues (traffic, weather, parking, etc.) do not exempt you from payment. Please allow sufficient travel time.

Medical Emergencies:

Fee exemptions apply only to genuine medical emergencies directly relating to the child (e.g. hospital admission or emergency ambulance intervention). Written evidence may be requested. The clinic reserves the right to make the final decision. Non-urgent medical reasons are charged in line with the standard cancellation policy.

Therapy Blocks:

Cancellations made with less than 5 days’ notice will be charged 50% of the regular fee. Failure to attend a booked session within a therapy block (DNA) will be charged 100% of the regular fee. Late arrival will result in a shortened session; the full fee still applies.

All fees must be settled before the next appointment.

2. Grant-Funded Therapy & Pre-Paid Payments

Definition:

Pre-paid funds include grants awarded by charities or funding bodies and one-off advance payments made by parents or legal guardians. Both forms of payment are treated as therapy credit and are used towards physiotherapy services provided by the clinic.

General Principles:

Funds are allocated to the individual patient’s account and may only be used for services provided by the clinic. Pre-paid funds are not cash, cannot be transferred, and are generally non-refundable except in exceptional circumstances.

Validity Period:

Grants are usually valid for up to 12 months from the approval date unless stated otherwise. One-off pre-paid payments are also subject to a defined validity period. Unused funds may expire once this period ends.

Use and Charging of Funds:

Charges apply to sessions attended, sessions cancelled in breach of the cancellation policy, and DNA appointments. Cancellations with less than 24 hours’ notice incur a 50% charge; DNA appointments incur a 100% charge. For therapy blocks, cancellations with less than 5 days’ notice incur a 50% charge and DNA sessions incur a 100% charge. Charges may be deducted from available grant or pre-paid funds. Late arrival results in a reduced session time with no reduction in fee.

Refunds – Exceptional Circumstances:

Refunds of unused funds may be considered only in exceptional circumstances, including where the clinic can no longer provide services, the child can no longer attend therapy for significant health-related reasons, or other serious circumstances arise. Each case is reviewed individually and the clinic’s decision is final.

Family Responsibility:

Parents or guardians are responsible for scheduling appointments and using funds within the validity period. The clinic is not responsible for unused funds resulting from late cancellations, DNA appointments, or expiry of funding.

Final Notice:

By booking appointments or using grant-funded or pre-paid therapy, parents and guardians confirm acceptance of these policies.