General Terms & Policies

Your Appointments

For emergencies, we will always try to see you as soon as possible depending on how busy the clinic is. If no appointments are available on our online diary, please try calling reception and they will try to accommodate you. 

If it is your first appointment, please arrive 5-10 minutes early, notify reception that you are here, and please take a seat. Either reception or your therapist will give you the required paperwork to fill in (depending on whether a receptionist is available at the time). Please then make yourself comfortable in the waiting area and your therapist will then come to greet you when ready.

For more information on the types of data we do hold, please visit our Privacy Policy.

Payments & Insurance

We accept card, cash, cheque or BACS payments. If an insurance company is funding your treatment, please ensure that you are eligible for reimbursement prior to commencing care, and make us aware so that we can provide receipts to support your claim. We no longer claim directly from insurers.

Gift Vouchers

Gift vouchers are valid for 12 months from the date of purchase, unless there are exceptional services e.g. Covid, or vouchers are not delivered promptly for technical reasons or delayed postage. In this case discretion may be given and the date extended. Gift vouchers can be redeemed against any of our available services but this excludes further gift vouchers or account credit. Gift Vouchers are non-refundable and cannot be redeemed for cash. Gift Vouchers cannot be retrospectively applied to an order once it has been placed. No change will be given for gift vouchers, however we will keep track of any unused amount which can be used for future services provided this is within the expiry date. As below, we reserve the right to charge a fee for late or missed appointments, which will then be subtracted from your gift voucher balance.

If you have any questions about gift vouchers, please contact us.

Missed Appointments & Late Cancellations

Should you wish to re-arrange or cancel your appointment, please contact us with at least 24 hours notice if possible. Unless there are exceptional circumstances (and at the discretion of your therapist), late cancellations will typically incur a 50% fee.

Missed appointments without notice will be charged in full and any payments in advance will not be refunded. This is for the benefit of the clinic and all of our clients, since we often cannot fill missed time slots with short notice.

General Terms

We will always try to accommodate lateness where possible, although if we are very busy you may lose part of your allotted appointment time or be asked to return later in the day.

We reserve the right to refuse treatment if we feel threatened, for repeated lateness or for inappropriate behaviour. Rudeness or abuse towards therapists and staff will not be tolerated at any level. If this occurs you will be asked to leave and not return.