Booking & Cancellation Policy

You are very important to us at Natural Elements. We hold your appointments just for you and ask that if you must cancel or reschedule any appointment you give us as much notice as possible.


We reserve the right to request pre-payment in full or a deposit for the treatment upon booking in order to secure the appointment slot for you. 


Please provide us with at least 24-hour notice for cancellation. This way, our team will be able to adjust their schedules accordingly and we may be able to accommodate clients on our waiting list.


We do, of course, understand that unavoidable issues come up and will do our best to work with you in case of an emergency.


Last minute cancellations or ‘no shows’ will be charged a FULL fee each time.

Here is our general breakdown of cancellation fees:


• Less than 24-hour notice will result in a charge up to £25 for each appointment.

• ‘NO SHOWS’ will be charged 100% of service amount


As a courtesy, we send you a reminder email (if email address provided at the time of booking) to confirm the date and time of your appointment.


Please understand that it is your responsibility to remember your appointment dates and times in order to avoid missed appointments and cancellation fees. You are always welcome to call and double check any appointments if you’re unsure.



Should you need to cancel we are always happy to credit your account towards your next treatment. Refunds will be charged an admin fee of £3 to cover card processing costs.  

Late Policy

We will always try our best to accommodate you if you’re running behind, stuck in traffic, etc.

However if you are late it can affect the remainder of our teams’ day by delaying them for their clients who come in on time.

For this reason, we have set a few general ground rules for such situations.


Clients will generally be allowed a 5-10 minute grace period. If you are able to make it in time for your entire treatment to be completed, great! If not, you may have to reschedule your treatment. This will allow us to continue to to our allocated time slots for the next client to ensure they are not kept waiting for their appointment.


Please, always call if you even think you might be late; we’d rather know as early as possible so we can do our best to fit you in without upsetting the flow of the day. In this case, you will still be charged the original service(s) scheduled.


Here is a general breakdown of our late fees:


  • If the client arrives late but within the alloted time , but has to forgo some parts of the treatment 100% of the booked treatment charge will apply.

  • If the client does not arrive in time for the service to be completed, you will be charged up to 100% of the booked treatment.


Again, please remember that your appointments are reserved for you and only you. These policies allow us the opportunity to ensure the smooth running of our centres.


We very much appreciate your business and adherence with our policies.



Courses and Group Classes

All group classes and courses are subject to the following terms and conditions.


  • Courses and Group classes are not  transferable.

  • Refunds on courses are not available unless certified medical reasons exist that the Course or Group Classes cannot be carried out. Should you fall pregnant during your treatment ( congratulations ! ) then your remaining sessions may be put on hold until you are able to resume, subject to availability and space.

  • Should for any reason outside of a medical one you wish to stop your Course or Group Classes then you may postpone the remaining classes to a later date subject to availability and spaces.


Promotions ,Offers & Packages

All offers , promotions and packages are subject to the following terms and conditions.


  • Offers are not cumulative

  • Please note that a session is defined as 1 appointment slot. (See individual promotions for details.)

  • Refunds on promotions and packages sold are not available unless certified medical reasons exist that the treatment cannot be carried out. Should you fall pregnant during your treatment then your remaining sessions/areas may be put on hold until you are able to resume.

  • Should for any reason outside of a medical one you wish to stop your treatment plan then you may redeem the remaining value of treatment plan/package purchased for any other treatments of the same value.

  • Promotions & Pre Payments are not transferable.


Personal Belongings

Natural Elements & any of its staff or therapists are not responsible for the safekeeping of clients lost personal belongings. Although every effort is made to contact customers should any lost property be found , we cannot guarantee the safe return of anything that may have been left in our centres and responsibility should be that of the client and not the therapist or any member of staff.



Payment & Medical Insurance Cover

Payment is required at the time of your appointment unless you are covered by your Private Medical Insurance and are able to provide the required details of your Private Insurer. Receipts will be provided if necessary. 


Our registered therapists in Natural Elements Physiotherapy & Sports Injury Clinics are recognised by most major private health insurers in the UK. If you would like your treatment costs to be covered by your health insurance, please notify the insurance company and confirm cover before making an initial consultation.   


Please be aware that your insurance may not cover the full cost of your invoice (eg. policy excess) and you remain liable for all costs associated. It remains your responsibility to confirm the amount of cover provided by the insurance company.





The information contained in this website is for general information purposes only. The information is provided by Natural Elements Physiotherapy & Sports Injury Clinics and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

We are now open for face to face appointments and clients can visit us for treatment. Our policy has been written in line with government guidelines implementing the necessary safeguarding measures to keep you and all our therapists safe.


We would like to assure you that Natural Elements is closely monitoring the COVID-19 situation and has put procedures in place that follow the PHE (Public Health England), the CSP (Chartered society of Physiotherapy) and FHT ( Federation of Holistic Therapists ) guidelines to ensure the safety of our clients and therapists.

We have carried out a thorough risk assessment. To be able to be seen face to face, strict Health & Safety measures are in place at the clinic to mitigate risks for both clients, therapists and the wider community. These measures are necessary as the risk of virus transmission during face to face sessions is higher as we have to break the 2m social distancing rule. 


Please read and abide by the following measures. If you are unable to abide by any of the measures listed then please contact us on 0116 367 6472 or BEFORE booking as we may not be able to see you face to face and we do not wish you to have a wasted journey. 


Booking an appointment 


  • Phone bookings: All patients will be asked screening questions and will be informed of the procedures in place and safety measures which we have implemented for clients and therapists, so you know what to expect. Please feel free to ask any questions at the time of booking. 

  • Online bookings : Please refer to the highlighted panel on the booking form BEFORE booking your appointment. 

  • Screening and consent forms will be sent out with your booking and reminder emails - please complete and submit PRIOR to your appointment. 

  • We need your consent to face to face appointments.

  • We need consent to share client details with track and trace should they be requested in line with our civic duty. Sadly if this is not agreed then we cannot see you face to face in clinic. 


Clients will not be allowed face to face appointments if:


  • They have confirmed OR suspected COVID-19 

  • They have or have had in the last 7 days symptoms of cold or flu like symptoms.

  • They live with or have been in contact with a confirmed or suspected COVID -19 case.

  • They have been contacted and asked to self-isolate.

  • They are considered high-risk and extremely vulnerable - this will be determined by the treating therapist.  


These conditions also extend to any companion / chaperone attending. 



Therapists & PPE


  • Therapists will be wearing Personal Protective Equipment in accordance with the PHE and their respective professional guidelines: masks, disposable apron, gloves and visor if deemed appropriate.

  • Clinic uniform will be laundered daily at high temperatures.


Social Distancing Measures taken at the clinic.


  • Please arrive on time at your appointment; If you arrive too early, you may have to wait outside the clinic.

  • If you are accompanied, your companion may be asked to wait outside the clinic if we are busy, except for minors and registered carers. This is to minimise the number of people in the clinic and allow us to maintain social distancing as much as possible. They will also need to complete a COVID-19 screening form themselves on the day itself. 



What to bring and do before arriving at the practice


  • Please ensure you have submitted your completed COVID-19 screening form prior to arriving at the clinic - if you are unable to do so then your therapist will complete it with you before entering the treatment areas. 

  • Please arrive wearing your personal mask or face- covering before entering the practice. This is as per our risk assessment and clinic policy to minimise the risk of transmission.

  • If you are not able to wear a face covering then we are able to offer virtual / video Physiotherapy. Face to face sessions may still be offered. This will be risk assessed to protect both client and therapist.  Please contact the clinic if necessary. 

  • Keep your phone in your bag or coat.

  • Arrive with as few belongings as possible.

  • If possible, please use your own toilet before coming to the practice although our facilities will be open on request.  


On arrival at the clinic & within the clinic


  • The main clinic door may be kept locked so please ring the doorbell. 

  • You will be asked upon entering the clinic to use either sanitising gel or soap and water if you prefer.

  • Please respect the 2 metres social distance as best possible.

  • Do allow your therapist to treat you like a superstar and open the doors for you to minimise touching any handles. 


In the treatment room


  • All surfaces are wipe clean to allow disinfection

  • All unnecessary fabric equipment has been removed (chairs, covers….)

  • We will use minimal equipment and if in use only if they can be protected /disinfected

  • For foot care sessions your therapist may leave the door to the clinic room open to allow air to circulate.  


Payment of Sessions and leaving


  • To minimise contact with a card machine payments can be made by card.

  • All online bookings must be paid for at the time of booking.

  • If the card machine is used, the machine will be disinfected in between clients.

  • Cash payments re acceptable if you prefer. 

  • On leaving the clinic please feel free to use the sanitising gel before leaving the clinic. 


Hygiene Standards practiced by the therapists at the clinic to minimise risk of transmission : 


  • Therapists will clean and disinfect in between use, the couch, chairs and all touch points/surfaces/handles etc.

  • Therapists will be wearing a mask and apron and will clean hands prior to and after the sessions

  • The toilet if it is to be used exceptionally, will be disinfected as regularly as possible during the day.

  • We have a heat exchange airflow pump in all of our treatment rooms ensuring a one way flow of air circulating through the room. 


We regret that you will have to expect slightly less comfort as pillows, blankets,couch covers, etc…. and all our magazines at reception will have disappeared! The ' new normal ' for the moment sadly but necessary :( 

Thank you for your ongoing support and understanding. We will all adapt together during these challenging times but rest assured that the welfare of our clients and staff is paramount at all times. 


Annie & the team