Terms & FAQs

By booking an appointment or attending treatment, you confirm that you have read, understood and agree to the FULL Terms and Conditions.  Our Opening hours are Monday-Thursday 8am-8pm and Friday 8am-6pm.

Cancellation/Amending Appointments
Unfortunately at this time our online booking page does not permit you to cancel or amend appointments. To do this you will need to call our bookings number 01277 219553.

Late Cancellation / Non-Attendance:

We operate a service industry standard cancellation policy for all treatment sessions. Sports and Spinal Physio require a minimum of 24 hours’ notice to cancel or reschedule an appointment. The clinic is closed at weekends and bank holidays; out of hours, weekends and bank holidays do not count towards the 24-hour notice period. Voicemails or emails sent out of hours, during the weekends or bank holidays requesting cancellation of an appointment scheduled for the next day will not be considered sufficient notice. Appointments cancelled with less than the required notice or missed appointments will be charged at the full appointment fee. Please note that insurance providers do not cover missed or late cancelled appointments. The patient (parent/guardian where the patient in less than 18 years of age), remains personally responsible for these charges.

Your account with Sports and Spinal Physio:

For your protection we respectfully request that all patients provide us with debit or credit card details at their first appointment. Card details are encrypted into a unique token ID which is held on Verifone’s secure database and is P2PE and PCI compliant and in line with Trustwave PCI compliance regulations. We store only the last four digits and the expiry date of the card used on our system. We will use the token ID to debit the client (your) account for: self-payment sessions, missed appointments, late cancellations, insurance excess/shortfalls, products and consumables. As a fail safe, the token ID is deleted and removed by Verifone every 6 months, as such we may ask you to renew your card details from time to time.

Payment Policy:

Self-Funding – Patients who are paying privately (self-funding), are required to pre-pay for their initial appointment at the time of booking. Pre-payment secures the appointment time. Follow up appointments must be paid for at the time of treatment.  Where an appointment is cancelled within our cancellation policy guidelines, the payment may either be transferred to a future appointment or refunded to the original payment method.  A 5% administration fee will be deducted from the total refund amount when processing refunds to debit/credit cards, to cover handling and processing costs.

Medical Insurance/Third party – If you wish to claim, please check that the clinic (Sports and Spinal Physio) or the clinician you are seeing are registered with your insurance provider. We can normally invoice on your behalf, but please check with us to confirm. If you are paying and claiming back, please be aware that your insurer may not refund the full amount you have paid.  We wish to point out that ultimately you are responsible for your account with us and if, for any reason, the insurer or third party does not cover the cost of your full treatment, or you fail to provide the relevant insurance details prior to the commencement of treatment, we will need to collect the relevant amount from you. For this reason, all insured patients will be required to provide Sports and spinal Physio with debit or credit details as outlined in the ‘Your Account’ section. Any insurance excess or shortfall will be taken from your account using the card details you provided us with. We will always make every effort to contact you prior to this action to inform you that these charges apply. At this point you also have the option to supply us with an alternative card or payment type. If your fees are to be met by another third party (e.g. Solicitors), a letter of guarantee is required prior to your consultation.

Overdue Payments:

Self-Funding Patients – are required to pay in full on the day treatment is received. Any unpaid balance not settled at the time of the treatment will be notified to the patient and will be due for payment immediately, unless otherwise agreed.  Where payment remains outstanding after this period, Sports and Spinal Physio reserves the right to charge interest on overdue balances at 4% above the Bank of England base rate, calculated daily until full payment is received.  The clinic may also suspend future appointments until outstanding balances are settled.

Insured or Third Party Funded Patients – any unpaid balance not settled by insurer/third party will be notified to the patient and will be due for payment immediately, unless otherwise agreed.  Where payment remains outstanding after this period, Sports and Spinal Physio reserves the right to charge interest on overdue balances at 4% above the Bank of England base rate, calculated daily until full payment is received.  The clinic may also suspend future appointments until outstanding balances are settled.

Registration Form
All new patients are required to complete a digital registration form prior to their appointment. This will be sent via email after booking (please check your junk mail). If you cannot access this, please arrive 10 minutes earlier for your appointment and complete a paper version in the clinic.

Consent to Treatment
In signing our consent section on the registration form you are agreeing to medical examination and treatment. Please be aware that in certain situations you may be required to undress. While we do have shorts available for you to wear, we recommend that you wear clothing that allows us to access the injured body part. Please note we make every attempt not to cause additional pain or to exacerbate your condition however, assessment of pain and injury often requires testing of the injured body part which can in turn lead to some discomfort or pain. In the event that you experience this please speak to your therapist.

Chaperone Service:

Patients are welcome to bring a chaperone to their appointment if they wish.

Complaints
If you have a compliant, please make this in person to your treating therapist. Alternatively, you can raise the complaint with the clinic manager, please call reception to arrange a time to discuss this with them.