Skip to main content

Wimbledon Clinic Physio Terms and Conditions

Please read these terms and conditions carefully before booking any treatment within the Wimbledon Clinic (SW19 8NJ).

Appointment and cancellations 
  • If you cannot attend your appointment, please give us 24 working hours' notice. NOTE: Please notify us by 10:00 am on Friday for Monday appointments. Failure to do so will result in a £20 rebooking fee being charged.
    • Rebooking fees will be charged to the card on file on the day of the missed appointment. If there is no card on file, we will send you a secure payment link to settle the balance within 48 hours, or upon your next appointment if it is scheduled within a week.
    • Please note that if this payment is not made within the specified period or appointments are repeatedly missed, we reserve the right to increase the fee to the full value of the appointment.
  • Please arrive for your appointment at least 15 minutes in advance to complete the patient form before your consultation.
  • To ensure we can spend the allocated appointment time with you and stay on schedule, please notify us if you are running late. If you miss more than a third of your appointment, we will be unable to see you, and this will be considered a missed appointment. You may be charged a rebooking fee.
Credit card, deposits and payments
  • For an appointment with us, Credit card or debit card details may be required when booking to secure your appointment.
  • Phone bookings: No transaction will be made against your card. This will remain the case unless you fail to attend an appointment without giving due notice.
  • Internet bookings: A £20 transaction will be made against your card as a deposit for appointments
  • Suppose you have paid for a treatment package and are subsequently unable to complete the course. In that case, we will offer you a refund, calculated by deducting the full list price of all treatments already received from the total cost of the course of treatments and refunding the difference to you.
Treatment
  • All treatment packages or series must be paid in full before the first treatment or within 24 hours after consultation.
  • Single Treatments or Pay-As-You-Go Treatments may be paid post-treatment.
Treatment suitability
  •  All practitioners and therapists at Wimbledon Clinic Physio are trained and approved by the company’s treatment protocols.
  • In some cases, we will assess whether treatment is suitable for you or likely to be successful before any treatment is carried out. 
  • Additional information, tests, or imaging may be required to confirm suitability for treatment. These tests and imagery, if requested by the clinic, must remain the property of the clinic for legal reasons, although a copy may be provided for the patient to keep. This is for legal reasons; unfortunately, we cannot get around this legislation.
Refund policy
  • Please let us know if you're unhappy with your treatment or product.  We’d like this to be within 90 days of reason or fault.
  • If you return your item to one of our clinics and would like a refund but don't have your receipt, order confirmation, or delivery note, we'll provide you with gift vouchers to the value of the current selling price. Ordinarily, if you have your receipt or delivery note, we'll refund the original debit, credit or charge card used to purchase
  • It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels and that it's undamaged and unused.
Products we're unable to cancel, refund or exchange
  • We can't offer refunds or exchanges on treatment (services) rendered without negligence.
  • We cannot provide refunds for care-based or healing delays that are outside of our control, such as pain recurrence or reinjury. However, slow responses must be reported within 21-90 days of the practitioner's proposed and followed treatment plan, allowing us to either adjust care or refer to determine the cause.
  • We can't offer refunds or exchanges on non-faulty products if the packaging is opened or on the following items:
  • Products which have been personalised for you include orthotic prescriptions, post-fitting, or gifts.
  • Products that have been used include pillows and supports. (We define 'used' as having been given sufficient time to use and the packaging open.)
  • Perishable goods such as food and herbal supplements (out-of-date products), unless the product was sold out of date or in error.
  • If a product has been specially ordered for you, we cannot offer a refund or exchange unless it is faulty. We cannot accept cancellations for these orders unless they are made within 48 hours of the order being placed. We'll make this clear when you place your order.
  • This does not affect your statutory rights.
Refunds on packages or series of appointments and treatments where a bulk discount was applied.
  • A refund cannot be given if a patient has had non-negligent treatment.
  • For early plan exits, the original bulk discount will become void. The patient will be discounted at the current value. This will be determined by the summation of a single (pay-as-you-go) treatment cost (defined at the date of purchase) until it matches the number of treatments received. This will be the case unless a less expensive package can be offered.
  • The amount charged can never exceed the original value of the treatment.
  • Suppose a refund is £0, and treatments leftover that are deemed as ‘free’ sessions due to a discount buy. These free sessions will enter a holding phase for three months after a refund request. It will also be assumed that you are unable or have become an inactive patient at the 3-month trigger, and your file will be moved to our bunker.
Active vs inactive Physiotherapy, Shock Wave Therapy & sports injury Patients:

Please note:  A more extended session is required to reactivate any Physio appointment after six months of non-attendance (inactive patient) or if the file has been moved to our bunker. Early movement of the patient to the secure bunker may be due to a request or an early inactive trigger (see above).

This is simply because you have likely had health circumstance changes that affect your original treatment plan, and it would be deemed unethical to treat you without extra time to go through this case history and potential body changes.