Booking & Cancellation Policy
In order to protect our self employed Practicioners against repeat or short-notice cancellations it is necessary to have a policy in place with a chargeable cancellation period. We reserve the right to request pre-payment in full 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.
Cancellations within 24 hours of the appointed time will be charged £30 each time.
All ' NO-SHOWS ' will be charged a FULL fee.
We do, of course, understand that unavoidable issues come up and will do our best to work with you in case of an emergency.
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 any pre-payments to your account towards your next treatment or offer a full refund with an administration fee of £5.
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 clinics.
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 will 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.
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
Full payment is required at the time of your appointment and receipts can be provided as necessary to allow you to claim on your policy. Our registered therapists in Natural Elements Physiotherapy & Sports Injury Clinics are recognised by many private health insurers in the UK but NOT ALL.
It therefore remains the clients responsibility to ensure suitable cover is in place as individual policies and companies vary considerably. If you would like your treatment costs to be covered by your health insurance, please notify the insurance company and confirm appropriate cover is approved 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.
‘Personal information’ means any information that can identify you personally.
‘We’ means Natural Elements.
As a healthcare business we collect, process and retain data because we have a legal obligation to do so.
What information we collect and when
We collect and process information when you telephone the clinic to make an enquiry or appointment, when you email us, when you access our online booking system via a website or if you visit the clinic in person. We may ask you for; Your name, date of birth, address, telephone number, either landline or mobile or both and your email address.
At your appointment, we will ask for information regarding your health, your previous health and information regarding the condition you are seeking advice about. We will also ask for additional information regarding any activities you undertake, your employment and any medication you take. We will also record the findings of your physical examination. This is doen to ensure you are treated in a clinically safe and professional manner at all times.
How we store this information
We use electronic written records to store the information that relates directly to your episode of care and also electronic records that are hosted by a third party. Our booking system is also electronic.
How we use this information
We use this information to provide a legal record of any treatment or advice we provide, ensuring continuity of care, to contact you in regards to your ongoing treatment including sending exercises by email and to contact you if new information or treatments become available that may be of benefit to you. We may pass information with your permission to other medical professionals who may be involved in your care. We may use your information for quality feedback purposes and for audits within the clinic.
We do not pass on your information for commercial purposes and take all reasonable steps to ensure that all information is kept up-to-date and rectified if necessary. It is your responsibility to inform us of any personal information changes.
How long do we keep personal information?
We have a legal obligation to retain Physiotherapy clinical records for eight years after the conclusion of treatment. If the record relates to a child or young person, records must be kept until the patients 25th birthday or eight years after death. We may retain electronic records indefinitely for use if you return for another episode of care and for analytical purposes.
How do we protect your information.
We take organisational and technical security measures to protect information against unauthorised disclosure or unlawful processing.
At any point you are entitled to a copy of the personal information we hold about you and to have any discrepancies rectified. You can do this by written request to the practice principal Ann Rea-Summer c/o 28 Ratby Road, Groby. LE6 0GG
Disclosure of your information.
We may pass information with your permission to other medical professionals who may be involved in your care; this may include GPs, consultant, insurers, occupational health department or other health and care professions. This is done in order to ensuer your receive the best clinical care for your condition and to ensure we meet our duty of care to you as a patient. This information may be passed on in the form of written letter; which is either given or emailed to you if this is the case, the letter becomes your responsibility and the protection of its contents your responsibility, or if you request it, the letter can be posted by standard mail. If the information is passed electronically via email and we will take reasonable precautions to transmit the information securely.
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.
Annie & the team