Cancellation & Punctuality Policy
We are a healthcare clinic. Booking a slot means we allocate a clinician and a treatment room exclusively for you. When an appointment is cancelled late or there is a no-show, that time can rarely be reassigned and another person in pain loses the chance to be seen.
- ≥ 24 h: no charge.
- < 24 h or no-show: see charges below.
- Acute illness, accident or serious family emergency.
- With supporting document within 48 h → fee may be waived.
- Via WhatsApp or phone 644 800 405.
- Provide your name, date and time of the appointment.
Rules & charges
First visit Follow-up session (50’)
- Cancellation or change with 24 h or more: no charge.
- Cancellation with less than 24 h or no-show: for first visits a fee of 50 % of the session price will be charged (at the clinic or by bank transfer).
- Existing patients (follow-ups): we offer flexibility to reschedule. If notice is under 24 h or you do not attend and we cannot reassign your slot within the same week, a 50 % fee may apply to cover the reserved time.
- Late arrival: the session ends at the scheduled time to respect the agenda. If the delay prevents safe or useful care, we may reschedule and apply the policy above.
These fees help cover professional time and blocked resources, and allow us to see other people in pain.
Justified reasons & evidence
We consider acute illness, accident or a serious family emergency a justified reason. To waive the fee, please provide supporting evidence (e.g. A&E note or medical/work/school note dated the same day of the appointment) within a maximum of 48 hours after the missed appointment.
- The clinic will review the documents and confirm whether the waiver applies.
- Generic reasons such as “unexpected issues” or “personal reasons” are not accepted without evidence.
- For data protection, do not send detailed diagnoses: a note with date and time is enough.
How to cancel or reschedule
- Send us a WhatsApp or call 644 800 405.
- Tell us your name and the date & time of the appointment.
- If you need to reschedule, share your preferred time windows; we’ll try to accommodate.
Why we apply this policy. Our commitment is clinical: we prioritise people in pain and the responsible use of clinical time. Thank you for helping us keep an efficient and accessible schedule for everyone.
