How to cancel or rearrange
Use the cancel or reschedule link in your booking confirmation email, or email hello@physioonclick.co.uk with your name and appointment time. We will confirm by email.
Cancellation & refund policy
Clear, fair cancellation and refund terms.
Last updated
24 hours' notice or more: full refund
If you cancel at least 24 hours before your appointment, you can choose a full refund or move to another time at no cost.
Less than 24 hours' notice or missed appointments
Cancellations made with less than 24 hours' notice, and appointments that are missed, are not normally refunded because the time has been reserved for you. If something genuinely unavoidable happens, such as sudden illness or an emergency, please tell us and we will always consider rearranging.
If we cancel or something goes wrong on our side
If we need to cancel, a technical problem on our side stops the session going ahead, or we cannot confirm the time you paid for, you will get a full refund or a new appointment, whichever you prefer.
Home visits
If we decline or cannot attend a home visit because your address is outside the area we cover or we have a safety concern at the address, you will get a full refund or a new appointment, whichever you prefer. The notice rules above apply to your own cancellations.
Session packages
Each session in a package follows the same 24-hour notice rule. If you decide to stop a package, we will refund the sessions you have not used, worked out as the package price divided by the number of sessions, multiplied by the sessions remaining. Package sessions are valid for 12 months from the date of purchase.
Your 14-day right to cancel
Because you book online, the Consumer Contracts Regulations 2013 give you the right to cancel within 14 days of booking for a full refund. If you ask for your appointment to take place within those 14 days and it goes ahead, you cannot cancel that appointment afterwards, and for a package you pay only for the sessions already used. This right is in addition to the 24-hour rule above.
How refunds are paid
Refunds go back to the card you paid with, through Stripe, within 14 days of us agreeing the cancellation. Your bank usually shows the money within 5 to 10 working days after that.