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Cancellation and Rescheduling Policy for E-Motion Physiotherapy Ltd

At E-Motion Physiotherapy Ltd, we understand that situations arise where you may need to cancel or reschedule your appointment. To accommodate this, we have developed the following cancellation and rescheduling policy. Our policy aims to balance the need for flexibility with our commitment to provide the highest level of care to all our patients.

1. Free Cancellation

1.1 Appointments can be cancelled without any charge up to 24 hours prior to the scheduled appointment time.

1.2 To cancel your appointment, please contact us at info@emotionphysiotherapy.com or use the cancellation link in your appointment confirmation e-mail.

 

2. Cancellation with Less Than 24 Hours Notice

2.1 If you need to cancel your appointment with less than 24 hours notice, a cancellation fee equivalent to 50% of the appointment cost will be charged.

2.2 As an alternative to the cancellation fee, you have the option to reschedule your appointment for another time without any additional charges. Please contact us to arrange a new appointment time that suits your schedule.

 

3. No-Show Policy

3.1 If you do not show up for your scheduled appointment without prior notification (no-show), the full fee for the appointment will be charged.

3.2 This policy is in place to ensure that we can maintain a high level of service and availability for all our patients.

 

4. How to Reschedule Your Appointment

4.1 You may reschedule your appointment without any additional charges if done so more than 24 hours in advance of the scheduled time.

4.2 To reschedule, please contact us directly or use our online booking system to select a new appointment time.

 

5. Payment of Cancellation Fees

5.1 Payment at Booking: The full price of the appointment will be collected at the time of booking. This upfront payment helps us secure your slot and ensures a streamlined process for both parties.

5.2 Refunds for Cancellations: If you cancel your appointment within the terms of our cancellation policy (free cancellation up to 24 hours before the appointment), a full refund will be issued. Please note, refunds may take up to 10 working days to process. We appreciate your patience and understanding in this matter.

5.3 Cancellation Fees: As outlined in our policy, if you cancel your appointment with less than 24 hours notice, a cancellation fee equivalent to 50% of the appointment cost will be charged. For no-shows, the full fee of the appointment will be charged. These fees will be deducted from the pre-collected payment, and any remaining balance will be refunded to you. Please allow up to 10 working days for the refund to be processed.

5.4 Payment Method: Any applicable cancellation fees will be charged to the payment method on file. You will receive a notification of the charge.

5.5 Updating Payment Information: Please ensure your contact and payment information are up to date in our records to facilitate smooth processing of bookings, cancellations, and refunds.

 

6. Exceptions

We understand that emergencies happen. If you are unable to meet the terms of this policy due to an emergency, please contact us as soon as possible to discuss your situation. Exceptions may be made at the discretion of E-Motion Physiotherapy Ltd personnel.

 

7. Clinic’s Right to Cancel or Reschedule

7.1 E-Motion Physiotherapy Ltd reserves the right to cancel or reschedule appointments due to unforeseen circumstances or emergencies that prevent us from providing our scheduled services. These circumstances include but are not limited to, clinician illness, technical issues, or power outages.

7.2 In the event that we must cancel or reschedule your appointment, we will notify you as soon as possible using the contact information on file. We will make every effort to reschedule your appointment at a convenient time and minimize any inconvenience.

7.3 If we cancel an appointment and it cannot be rescheduled to a time convenient for you, any prepaid fees for the appointment will be fully refunded.

 

We understand the value of your time and appreciate your understanding and flexibility should these circumstances arise.

 

8. Late Attendance Policy

 

At E-Motion Physiotherapy Ltd we strive to provide timely and efficient care to all our patients. To ensure that we can maintain this level of service, the following late attendance policy has been established:

8.1 Initial Consultations (45 minutes): A grace period of up to 15 minutes will be allowed for initial consultations. If you arrive within this grace period, your session will proceed as scheduled, though it may be shortened to accommodate the delay.

8.2 Follow-Up Appointments (30 minutes): A grace period of up to 10 minutes will be allowed for follow-up appointments. Similar to initial consultations, your session can still proceed within this grace period but may be shortened.

8.3 Exceeding the Grace Period: If you arrive after the grace period has ended, we cannot guarantee that you will be seen. This policy is in place to ensure that subsequent appointments are not delayed. In such cases, the full payment for the session will be charged.

8.4 Notification of Late Arrival: If you anticipate being late, please notify us as soon as possible. While we cannot extend your appointment time, we will do our best to accommodate you without disrupting the schedules of other patients.

8.5 Rescheduling Due to Late Arrival: If you are unable to be seen due to late arrival, you have the option to reschedule your appointment according to our cancellation and rescheduling policy. Please note that the full fee for the missed appointment will still apply.

 

We understand that unforeseen circumstances can affect your arrival time. We appreciate your effort to notify us in advance and will do our best to accommodate your needs while ensuring a smooth and timely experience for all our patients.

 

9. Contact Us

If you have any questions about this policy or need further assistance, please don't hesitate to contact us at info@emotionphysiotherapy.com. We are here to help and ensure your experience with E-Motion Physiotherapy Ltd is positive and supportive.

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