Cancellation and rescheduling

When an appointment can be changed, and what happens to what you have paid.

Changing an appointment

You can move or cancel an appointment from your account up to 24 hours before it starts. Later than that it can no longer be moved, and cancelling it uses the session. When the practice cancels, the session is always kept for you.

If you have prepaid sessions

Each prepaid or stored session is for one therapy type and is valid for 6 months: the sessions of a 4-session package from the day it was bought. One you used and cancel in good time goes back to your account with the date it had; cancelled later, it is spent. You are reminded by email 30 and 7 days before one expires. After that it can no longer be booked or refunded; until then you can ask for it back in money, and the practice decides. An approved refund is paid within 7 working days of approval. A refund is exactly what you paid for that session. A session given by the practice has no money value.

If you paid for a single session

Cancelled in good time, it is kept as a stored session to book another time, valid for 6 months from the cancellation; the money is not paid back, but you can ask for the stored session back in money. Cancelled later, it is neither kept nor refunded. A week of a fixed weekly session cancelled in good time comes off your next monthly payment; later, it does not.