Clinic Terms and Conditions

Payments

Prepayment is taken for all privately paying appointments and all classes at WDC Physiotherapy.

Prepayment is non-refundable and is forfeited if you either fail to attend your appointment or cancel with less than 24 hours' notice.

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 for the full cost of the missed session.

Please note that insurance companies will not pay for missed appointments or appointments rescheduled without sufficient notice; therefore, you will be obliged to pay the full amount for that appointment.

If you need to reschedule an appointment, we politely request a minimum of 24 hours’ notice. This allows us to offer the appointment to other clients in need.
Missed appointments will set you back in your recovery.

Initial Consultation – Booking & Cancellation Policy

To secure your Initial Physiotherapy Consultation, payment is required in full at the time of booking.

Cancellation by the Client

If you decide to cancel your Initial Physiotherapy Consultation before your appointment, you will receive a partial refund, with £25 retained as a non-refundable booking fee plus bank charges.

The £25 booking fee + bank charges covers costs already incurred by the clinic, including:

Administrative time spent by our team discussing your condition and how it is affecting your daily life.
Collecting relevant information to ensure you are booked with the most appropriate clinician.
Preparing your booking and clinical records.
Payment processing and non-refundable bank transaction charges incurred when your payment is made.

As these costs are incurred immediately after your booking is confirmed, this portion of your payment is non-refundable.

Rescheduling Your Appointment

If you need to change your appointment, we ask that you provide at least 48 hours' notice.

Where sufficient notice is given, your full payment will be transferred to your new appointment, and no booking fee will be charged.

Late Cancellations

Appointments cancelled with less than 48 hours' notice may not be eligible for a refund, as we are unlikely to be able to offer the appointment to another client at short notice.

Failure to Attend

If you fail to attend your appointment without prior notice, your appointment fee will be forfeited, and no refund will be provided.

Exceptional Circumstances

We understand that emergencies can happen. In exceptional circumstances, management may, at its sole discretion, agree to transfer, credit or refund all or part of the appointment fee.

By booking an Initial Physiotherapy Consultation with WDC Physiotherapy & Sports Injury Clinic, you confirm that you have read, understood and agree to this Booking & Cancellation Policy.

Insurance Companies

We work with all insurance companies except BUPA and Benenden.

Important information before you attend an initial consultation appointment with us:

We can bill Allianz Partners, AXA PPP, AXA PPP International, Healix & WPA directly. Investec policies can also be billed directly to Vitality Health.

Clients with other health insurance policies, including all other Vitality Health clients, must reclaim their fees directly from their insurer.

If you wish to claim treatment costs from your health insurance, you will need to contact your insurance company directly, and they will send you a claim form.

You must obtain a claim number before working with us. We need this information to bill the company directly. If you are claiming back, we need your claim number for any receipts we provide.

Each insurance policy is different; we advise you to confirm well in advance that your treatment is covered and to check if you have an excess. We will need to know if you have an excess to pay, as this must be paid directly to us.

It’s very important to check whether you need to be referred by a doctor or a consultant before receiving treatment.

On the day of your initial consultation:

Please bring along with you any referral letters, scans, or reports you have to your initial consultation appointment, even if you think they are unrelated to the problem you are coming to us for. As medical professionals, any health information you have is important to us.

Allianz Partners, AXA PPP, Healix, Vitality Health (Investec policies ONLY) & WPA in detail:

We bill Allianz Partners, AXA PPP, AXA PPP International, Healix, Vitality Health (Investec policies ONLY) & WPA directly on your behalf. Plus, an Investec policy can be billed directly to Vitality Health. However, please be aware that it is your policy, and we cannot be held responsible for any costs incurred.

Any appointments you undertake before advising us of your wish to use your insurance company, OR obtaining your insurance company's approval/full details, will be charged to you at the full rate and will not be refundable, in full or in part, once you have approval.

Before your initial consultation, you must present the following:

Your up-to-date membership number and injury pre-authorisation number from your insurance company.
Your policy limitations (i.e. your excess amount and the amount of money or the number of sessions that have been approved).
Allianz Partners, AXA PPP, AXA PPP International, Healix, Vitality Health (Investec policies ONLY) or WPA may occasionally reject a payment due to policy limitations, which will require you to pay us directly. In most instances, you will need to contact Allianz Partners, AXA PPP, AXA PPP International, Healix, Vitality Health (Investec policies ONLY) & WPA yourself because of data protection.

Below are some examples of why your insurance company may not pay an invoice we have sent on your behalf:

Most insurance policies will have an excess. Your insurance company will often ask you to pay this excess directly to us.
You may have reached your maximum benefit. If your policy limit is £1000 and the value of your treatment sessions exceeds this, you will have to pay the outstanding amount.
Your insurance company may decide to limit the number of treatment sessions you are allowed. If so, you will need to pay for all treatment sessions that exceed this limit.
Your insurance company may not allow you to have 2 appointments on the same day.
If you do not present us with the relevant authorisation, or if your employer has to authorise treatment then you may not have this benefit available until it is authorised. If so you will need to pay for all treatment until this is resolved.

If any of the above occur, you, the client who received treatment from us, will be liable and expected to cover any outstanding monies.