York Physio & Health Limited — Appointment Cancellation & Rescheduling Policy
Last updated: 3 November 2025
Applies to: all private physiotherapy assessments and treatment sessions booked online, other the telephone and in-person with the clinician.
- Appointment time means the scheduled start time booked with us.
- Notice period is measured back from the appointment time to when you tell us you wish to cancel or change.
- Reschedule (rearrange) means moving the same appointment to a different available time/ date (not cancelling altogether).
- More than 48 hours’ notice: no charge; any prepayment is refundable/transferable.
- 48–24 hours’ notice: 50% charge
- Less than 24 hours’ notice, including no-show/late arrival preventing full treatment: 100% charge (no refund).
- Filled-slot exception: if we successfully fill your released slot with another patient and you reschedule (not cancel), we’ll waive or credit the applicable late-cancellation charge. If you cancel altogether (do not rebook), the late-cancellation charges above apply in full. These charges are a genuine estimate of our losses (clinician time, room allocation, admin, and business overheads) and are common across private clinics and dentists.
- We may take a deposit or full prepayment to secure your slot.
- Where a refund is due under this policy, we’ll process it to the original payment method within 14 days of confirming the cancellation.
- If a charge applies and you have not prepaid, we will invoice you; payment is due on receipt.
- Packages or pre-paid sessions: late-cancellation charges are deducted from your package balance.
- Insurers/rehab providers/self-funded employers: if your plan won’t cover latecancellation fees, you remain personally responsible
If we must cancel or significantly delay your session, we’ll offer the choice of a new appointment or a full refund of any prepayment—no fees.
If something genuinely outside your control prevents attendance (e.g., sudden illness, accident, bereavement, severe travel disruption), please tell us as soon as possible and provide evidence where reasonable. We may reduce or waive charges at our discretion.
If you arrive late, we’ll try to provide the remaining time. If treatment cannot proceed safely/ effectively, it may be treated as a late cancellation under section 3.
We aim for fair, transparent terms that reflect a genuine pre-estimate of loss—not a penalty. Charges are applied only when reasonable given the short notice and likelihood of not refilling the slot. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and related guidance on unfair terms.
If you book entirely at a distance (online/phone) and your appointment is scheduled within 14 days, you agree services may begin within the cooling-off period and that proportionate charges (up to the full fee for short-notice cancellations) may apply if you cancel after booking, consistent with the Consumer Contracts Regulations 2013.
If you dispute a charge with your card provider, we may share booking logs, reminders and this policy as evidence. We handle complaints promptly and in good faith.
In this situation we retain the right to share your personal information with the card provider. This information includes: your name; full home address; email address; and telephone number.
Notice is taken from the timestamp of your confirmed call/email/online request to the scheduled start time of your appointment. Example: a 10:00 Thursday appointment cancelled at 11:30 Tuesday = 46.5 hours’ notice → 50% charge.
We may update this policy to reflect law or operational needs. The version applicable is the one in force when you give notice.
York Physio & Health Limited
Effective from 3rd November 2025