Our terms & conditions

Our terms and conditions 

Attending for your appointment 

We are moving with the times.  Heal is now introducing a helpful tool to allow your Physiotherapist and Massage therapist to focus entirely on you during your visit whilst still allowing them to accurately capture medical information, ensuring a comprehensive and precise record of your treatment. 

AI is a speech to text tool that writes notes as the therapist treats you, leaving them more time for treating you and eye to eye information gathering. 

Consent:  We will collect your consent? Both for treatment and use of AI Your consent is crucial. All Therapists are encouraged to obtain consent before using AI.  You can withdraw consent at any time.   We do however need your consent to receive treatment 

Physiotherapy and Massage Payment 

Payment should be made at the time of your appointment. We prefer card payments where possible. We can provide receipts should you need one for your insurance company to claim back fees paid. 

Physiotherapy and Massage Cancellation Policy 

If you fail to attend a treatment or class or reschedule or cancel with less than 24 hours’ notice, you will be obliged to pay a late cancellation fee of 50% of the appointment cost. Please note that some insurance companies or third-party companies may not pay for missed appointments or appointments rescheduled without sufficient notice therefore you may be obliged to pay the full amount for that appointment. 

Heal Health Consultant Payment 

At the time of booking your appointment you will be asked for full payment in advance to secure your appointment. 

Heal Health Consultant Cancellation Policy 

If you cancel your appointment or need to reschedule, we will apply our cancellation policy: 

Cancellation with more than 7 days from time of appointment: 
Option to transfer booking to another date at no cost. 
If you wish to cancel, then a £25 administration fee will be charged with the balance refunded. 

Cancellation between 3-7 days from time of appointment: 
Option to transfer booking to another date at no cost. 
If you wish to cancel, then a £50 administration fee will be charged with the balance refunded. 

Cancellation between 24-72 hours’ notice from time of appointment: 
Option to transfer booking to another date at no cost. 
If you wish to cancel, then a £75 administration fee will be charged with the balance refunded. 

Cancellation with less than 24 hours from time of appointment: 
100% non-refundable with no option to use against a future booking 

Scans 
We ask for full payment at the time of requesting a scan (MRI, CT, Ultrasound and X-rays) - this is 100% non-refundable if you cancel the scan at any point from the point of booking. 

Pilates 

The Modified Pilates programme will begin at a low level and will be advanced in stages depending on your fitness level. We may stop the exercise session because of signs of fatigue or excessive strain. It is important for you to realise that you may stop when you wish because of feelings of fatigue or any other discomfort. There exists the possibility of certain dangers when exercising. They include abnormal blood pressure, fainting, irregular, fast or slow heart rhythm, and in rare instances, heart attack, stroke or death. Whilst every care will be taken, it is impossible to predict the body’s exact response to exercise. Every effort will be made to minimise these risks by evaluation of preliminary information relating to your health and fitness and by observations during exercising. Emergency equipment and trained personnel are available to deal with unusual situations that may arise while exercising in the clinic. I understand that I may be asked to attend for an assessment prior to commencing classes if necessary. I understand the Modified Pilates programme can be adapted for my needs in consultation with the physiotherapist. Therefore, this programme of exercise should only be undertaken when in a Modified Pilates class, or when I have been given specific instructions to exercise on my own. 

Attending Classes 

You may bring in your own mat and pillow/folded towel to use while in the studio, however, we do have some mats available for you to use. 

Missed classes from enrolments 

For the purposes of this document an enrolment is a class which runs in an 8-week block. 

Heal Physiotherapy offers a link in their 8-week block email to a prerecorded or recorded live class which is available for the whole 8-week block as an option to catch up on missed classes or to use as you wish for the duration of the block. 

Only in exceptional circumstance will Heal Physiotherapy allow payment of part blocks, and this will be in agreement with the management. 

Refunds Policy 

Individual 1:1 classes (all levels and intermediate classes) must be cancelled with at least 24 hours’ notice. Classes cancelled without 24 hours’ notice will be classed as a late cancellation and the class will be charged as if attended. 

Full refunds will be offered for any enrolment which have not yet commenced and where 48 hours’ notice is given. 

Outstanding classes cannot be transferred to another client’s pass/account. 

Promotions 

We often run promotions or offer discounts to businesses or sports clubs. 
Relevant identification may be requested. 
All appointments are subject to availability. 
A code can only be used once by any individual (unless stated otherwise). 
Non-transferable between services. 
Cannot be used for direct billing to insurance companies. 
Where an end date is stated, booking must be made prior to this date. 

Gift Vouchers and eGift Cards 

These are valid for 6 months from the date of issue and at any of our clinics. 
Not to be used in conjunction with any other offer. 
Gift vouchers cannot be exchanged for cash or refunds given.