Cancellation and Rescheduling Policy

Need to Reschedule or Cancel?

If you need to cancel or reschedule your appointment, please contact us on 028 9061 2312 during our opening hours.

We kindly require at least 48 hours’ notice for all appointment cancellations or changes. This allows us to offer the appointment to another patient and, where applicable, transfer your deposit to a new appointment.

Monday & Tuesday Appointments

Please note that Monday and Tuesday appointments require cancellation or rescheduling requests to be made by Thursday during our opening hours.

We are closed on Fridays and at weekends, so unfortunately we cannot accept or process cancellation or rescheduling requests during these times.

Late Cancellations & Missed Appointments

Any cancellation or request to reschedule received outside the required notice period will be treated as a late cancellation and will incur the applicable cancellation fee. Your deposit will also be forfeited.

The same policy applies to appointments that are missed without notice.

Where applicable, cancellation fees are:

  • 15-minute appointment: £30
  • 30-minute appointment: £50
  • 45-minute appointment: £60
  • 60-minute appointment: £100
  • 180-minute appointment: £300

Any applicable fee will be charged to your account. Where a card has been authorised for payment, the fee may be charged to that card. If no deposit or payment method is held, the outstanding fee must be settled before further treatment can be provided.

Late Arrivals

Please arrive on time for your appointment. We aim to see every patient as close to their scheduled appointment time as possible, and late arrivals can affect the appointments of other patients.

If you arrive late, we may need to shorten, amend or reschedule your appointment depending on the time remaining and our ability to safely accommodate you. You may still be charged for the full appointment time or treatment cost, and your deposit may be forfeited.

Any additional clinical time incurred as a result of a late arrival may also be charged.

For new patients, all required registration forms, pre-assessment questionnaires and pre-appointment requirements must be completed before your appointment. Failure to complete these in advance may result in your appointment being rescheduled and may result in applicable fees or loss of deposit.

Appointment Reminders

As a courtesy, we send appointment reminders by text and/or email. However, delivery of these reminders depends on external providers and your mobile phone or email service, and therefore cannot be guaranteed.

Email reminders are generally sent:

  • Approximately 1 week before your appointment
  • Approximately 3 days before your appointment

Please do not rely on our reminder messages as your sole reminder of an appointment. It remains the patient’s responsibility to know their appointment date and time and to comply with our cancellation, rescheduling and attendance policies.

Thank you for your understanding and for giving us as much notice as possible. Your cooperation helps us offer appointments to other patients and keep the clinic running efficiently.