Handforth Physiotherapy & Rehab
Last updated: 11 November 2026
Introduction
Handforth Physiotherapy & Rehab requires a minimum of 24 hours’ notice to cancel or rearrange an appointment.
When an appointment is booked, the time is reserved specifically for the patient. This includes the allocation of clinician time, treatment facilities, administrative resources and other operational costs.
Short-notice cancellations and rearrangements can result in financial loss to the clinic, particularly where appointments cannot be offered to another patient.
These Terms and Conditions apply to all appointments, classes, treatment packages and other bookings, whether arranged online, by telephone, by email or in person.
The clinic applies its policies consistently, regardless of individual circumstances, while respecting statutory consumer rights, safeguarding responsibilities and applicable insurance agreements.
By making a booking, patients or those authorised to book on their behalf agree to the applicable terms set out below.
1. Self-Funded Appointments and Payment
All self-funded appointments require payment at the time of booking.
This requirement applies regardless of whether the appointment is booked:
- Online through our booking system.
- By telephone.
- In person at the clinic.
- By email or another authorised booking method.
Where immediate payment cannot be taken, a secure payment link may be issued.
Payment links remain valid for 12 hours from the time they are sent.
If payment has not been received within this period, Handforth Physiotherapy & Rehab reserves the right to cancel or release the appointment without further notice.
An appointment is considered financially confirmed once the required payment has been received.
2. Private Medical Insurance (PMI)
Handforth Physiotherapy & Rehab accepts appointments funded by approved private medical insurance providers, subject to authorisation, eligibility and the terms of our agreements with individual insurers.
2.1 Cash-Benefit and Reimbursement Plans
Patients using cash-benefit or reimbursement policies are treated as self-funded patients.
Payment must be made directly to the clinic in accordance with our standard booking arrangements.
Following the appointment, an invoice or receipt can be provided for the patient to submit to their insurer.
2.2 Direct Insurance Billing
Patients intending to use private medical insurance for direct billing must provide the information required to verify their cover, including any relevant authorisation details.
Our Private Medical Insurance Details and Consent Form must be completed before the appointment.
Where the required information or authorisation has not been provided, the clinic reserves the right to postpone or cancel the booking.
Patients are responsible for ensuring that their treatment is covered by their insurance policy, including any excess, session limits or exclusions.
Where an insurer declines payment, the patient may be personally liable for the outstanding treatment fee, subject to the applicable contractual arrangements and legal requirements.
2.3 PMI Cancellation and Non-Attendance
Our standard 24-hour cancellation requirement applies to appointments funded through private medical insurance.
Appointments cancelled or rearranged with less than 24 hours’ notice, or where the patient fails to attend, must be accurately documented as late cancellations or non-attendance.
As an approved healthcare provider, we must maintain accurate clinical and appointment records and comply with each insurer’s contractual reporting and claims requirements.
An appointment that has not taken place cannot be recorded or claimed as treatment delivered.
This applies irrespective of the reason for cancellation, including illness, emergencies, employment commitments or unforeseen circumstances.
The financial consequences of late cancellation or non-attendance depend on the patient’s insurance policy and our agreement with the insurer.
Where permitted, patients may be personally responsible for charges not covered by their insurer.
3. Changes to Appointment Funding Arrangements
All appointments are reserved on the funding basis agreed at the time of booking, whether self-funded or funded through private medical insurance.
Any request to change the funding arrangement must be made at least 24 hours before the scheduled appointment.
This includes requests to change from a self-funded appointment to an appointment funded by private medical insurance.
All changes are subject to:
- Approval by Handforth Physiotherapy & Rehab.
- Appropriate insurance authorisation.
- Compliance with the relevant insurer’s terms and provider agreement.
Requests made with less than 24 hours’ notice may be declined.
Changing the funding method at short notice can result in financial loss to the clinic, particularly where the appointment was reserved at a different agreed fee.
The clinic is not obliged to accept a retrospective change in funding arrangements where this would conflict with the original booking terms or applicable insurer agreements.
Where a change is declined, the original booking arrangements will remain applicable, insofar as permitted by law and the relevant insurer agreement.
Patients who subsequently choose to cancel or rearrange their appointment will remain subject to the applicable cancellation policy.
4. Cancellation or Rearrangement With At Least 24 Hours’ Notice
Patients may cancel or rearrange self-funded appointments without a cancellation charge where at least 24 hours’ notice is provided.
Where payment has already been received, patients may choose to:
- Transfer their payment to a future appointment.
- Request a refund to the original payment method.
Approved refunds are usually processed within 5–7 working days, although the time taken for funds to appear may depend on the patient’s bank or payment provider.
The clinic does not retain full card details and refunds are ordinarily processed to the original payment method.
For payments made in person by card, the patient may be required to attend the clinic with the original payment card to facilitate the refund.
Any applicable and lawfully deductible transaction fees will be explained during the refund process.
5. Cancellation, Rearrangement or Non-Attendance With Less Than 24 Hours’ Notice
Handforth Physiotherapy & Rehab requires at least 24 hours’ notice for the cancellation or rearrangement of an appointment.
The notice period is calculated from the scheduled appointment start time.
Where an appointment is cancelled, rearranged or missed with less than 24 hours’ notice, up to 100% of the appointment fee may be retained or charged, subject to applicable law and contractual requirements.
This includes:
Late cancellations: Where a patient cancels an appointment with less than 24 hours’ notice.
Late rearrangements: Where a patient requests to move an appointment to another date or time with less than 24 hours’ notice.
Non-attendance: Where a patient fails to attend their scheduled appointment.
5.1 Why This Policy Applies
Each appointment represents clinical time specifically reserved for an individual patient.
Our clinicians may be employed or self-employed, and the clinic incurs staffing, premises and operating costs associated with providing appointments.
Where appointments are cancelled or rearranged at short notice, it may not be possible to offer that time to another patient.
The clinic may therefore incur a financial loss even where treatment does not take place.
5.2 Individual Circumstances
We recognise that unforeseen circumstances can arise.
However, Handforth Physiotherapy & Rehab cannot automatically assume financial responsibility for individual circumstances preventing attendance.
These may include:
- Illness or injury.
- Changes to employment or work commitments.
- Transport difficulties or delays.
- Childcare or family commitments.
- Changes to personal arrangements.
- Other unforeseen circumstances.
These circumstances do not automatically exempt a booking from the cancellation policy.
We assess cancellation charges in accordance with applicable consumer law, including any circumstances that legally require different treatment.
The purpose of this policy is to protect reserved clinical time and the reasonable costs associated with providing our services, rather than to impose a penalty.
6. Appointments for Patients Under 18
Handforth Physiotherapy & Rehab recognises the importance of patient autonomy, confidentiality, parental responsibility and safeguarding when treating children and young people.
Different procedures apply depending on the patient’s age, capacity and circumstances.
6.1 Patients Under 16
A parent or person with parental responsibility may normally request the cancellation or rearrangement of an appointment for a child under 16.
Parental responsibility is defined under Section 3 of the Children Act 1989.
However, children who demonstrate sufficient maturity and understanding may be capable of making decisions regarding their own healthcare under the principles of Gillick competence.
Where appropriate, the clinic will consider the child’s wishes, understanding and confidentiality.
We reserve the right to seek confirmation directly from the patient where clinically appropriate or where safeguarding concerns arise.
6.2 Patients Aged 16–17
Under Section 8 of the Family Law Reform Act 1969, young people aged 16 and 17 can generally consent independently to their own medical treatment.
Their capacity to make relevant decisions is considered in accordance with applicable law, including the Mental Capacity Act 2005.
To protect patient autonomy and confidentiality, requests from parents or guardians to cancel or amend appointments for patients aged 16–17 must normally be confirmed directly with the patient.
This requirement may be waived where appropriate prior authorisation has been established or where another lawful basis applies.
Exceptions may also apply where there are concerns regarding capacity, safeguarding or patient welfare.
These procedures are intended to protect the interests of young patients and ensure that appointment decisions are appropriately authorised.
6.3 Cancellation Charges for Minors
Appointments for patients under 18 remain subject to our standard cancellation arrangements.
Responsibility for any applicable charges will depend on the booking agreement, the person responsible for payment and relevant consumer law.
7. Appointment Confirmations and Reminders
Handforth Physiotherapy & Rehab uses Cliniko, a professional healthcare practice management system, to issue appointment confirmations and reminders.
The system records when emails have been successfully sent, providing an auditable record of our appointment communications.
However, once an email has been sent, delivery and visibility can be affected by external factors including:
- Email provider filtering.
- Spam or junk mail settings.
- Incorrect contact information.
- Individual inbox settings.
- Technical issues outside the clinic’s control.
Patients remain responsible for keeping track of their appointment dates and times.
Failure to receive, read or acknowledge a confirmation or reminder email does not automatically exempt a patient from our cancellation policy.
Patients should ensure that their contact details are accurate and are encouraged to add appointments to their personal calendars.
Reminder emails are a courtesy and are not a condition of the booking agreement.
8. Treatment, Massage and Pilates Packages
All treatment, massage and Pilates packages purchased through Handforth Physiotherapy & Rehab are subject to the following terms.
8.1 Payment
Packages must be paid for in full at the time of purchase.
Package discounts cannot be combined with other promotions unless expressly stated.
8.2 Validity
Packages are valid for 12 months from the date of purchase.
Unused sessions remaining after this period will expire, subject to applicable consumer rights.
Extensions may be granted at the clinic’s discretion in exceptional circumstances.
8.3 Booking and Availability
Package purchases do not guarantee particular appointment dates, times or clinicians.
All appointments and classes remain subject to availability.
8.4 Cancellation and Non-Attendance
Our standard 24-hour cancellation requirement applies to all sessions and classes booked through a package.
Appointments cancelled or rearranged with less than 24 hours’ notice, or missed without attendance, may be deducted from the remaining package balance.
This applies regardless of the reason for cancellation, subject to statutory rights and other applicable legal requirements.
8.5 Refunds and Early Termination
Once the first session has been attended, the package is considered to have commenced.
Packages are generally non-refundable for a change of mind once commenced.
Requests for early termination will be considered in accordance with applicable consumer law.
Where a refund is legally due, reasonable deductions may be made for services already provided and any other recoverable losses permitted by law.
Nothing in these terms removes any applicable statutory cancellation or refund rights.
8.6 Transfers
Packages are purchased for individual use.
They cannot be shared, resold or transferred to another person without prior written agreement from the clinic.
8.7 Clinical Suitability
Where further treatment or exercise is no longer clinically appropriate, the clinic will review the remaining sessions.
We will consider suitable alternatives, adjustments or any refund entitlement in accordance with applicable law.
9. Gift Vouchers
Handforth Physiotherapy & Rehab offers gift vouchers for selected services.
Gift vouchers must be paid for in full before issue and may be purchased by contacting the clinic directly.
Following payment, a gift voucher containing a unique redemption code will be issued electronically.
9.1 Redemption
Gift vouchers must be redeemed by contacting the clinic by email.
They cannot be redeemed directly through the online booking system.
Vouchers may be used towards an alternative service, subject to clinical suitability, availability and any applicable price difference.
Vouchers cannot be exchanged for cash.
9.2 Refunds
Gift vouchers are generally non-refundable for a change of mind once any applicable statutory cancellation period has expired.
Where a refund is legally due, it will be processed in accordance with consumer law. Any deduction for payment processing or administration costs will be made only where legally permitted.
9.3 Cancellations
Appointments booked using gift vouchers are subject to our standard 24-hour cancellation policy.
Late cancellation, late rearrangement or non-attendance may result in the relevant appointment value being deducted from the voucher, up to its remaining balance and subject to applicable law.
10. Scope and Application of These Terms
These Terms and Conditions apply to all relevant bookings and purchases made through Handforth Physiotherapy & Rehab.
They apply regardless of:
- Appointment type or service.
- Clinician delivering treatment.
- Booking method.
- Payment method.
- Whether an appointment is purchased individually, through a package or using a gift voucher.
Private medical insurance arrangements remain subject to the relevant insurer’s contractual requirements.
We reserve the right to update these Terms and Conditions from time to time.
The version provided or made available at the time of booking will ordinarily apply to that booking unless a subsequent change is agreed or required by law.
11. Agreement and Statutory Rights
By making or authorising a booking, the person entering into the booking agreement confirms their acceptance of the applicable Terms and Conditions, provided these have been appropriately communicated before the agreement is formed.
These terms form part of the clinic’s booking agreement.
Nothing in this policy is intended to exclude, restrict or override patients’ statutory consumer rights, applicable safeguarding obligations or rights under relevant data protection legislation.
Where any provision conflicts with mandatory legal requirements or a binding insurance provider agreement, those requirements will take precedence.
Handforth Physiotherapy & Rehab
Therapy Guided Care Ltd
For queries regarding bookings, cancellations or refunds, please contact the clinic directly.