Cancellation Policy

This page deals with two separate matters:

1. Ordinary appointment cancellation — what happens when a confirmed appointment is cancelled, moved or missed (sections A to D below).
2. Statutory consumer cancellation rights — rights that may apply by law when you enter a service contract at a distance or off-premises (section E below and section 15 of our Terms).

A 50% charge is not automatic. Any charge must be proportionate and take account of our actual or reasonably unavoidable loss. Before deciding whether to make a charge, and how much, we will consider:

• how much notice was given;
• whether the appointment slot was reallocated to another patient;
• whether the clinician had already travelled or set off;
• any costs actually incurred;
• whether the cancellation was caused by an emergency;
• the patient's individual circumstances;
• any pattern of repeated late cancellations.

To cancel or rearrange, contact us as early as possible on +44 7846 346246 or info@homephysioandrehab.uk, or reply to your confirmation message.

A reasonable charge of up to the full appointment fee may apply where all of the following are true:

• the appointment was properly confirmed by Home Physio & Rehab;
• the clinician attended at the agreed time and location;
• the patient was unavailable, or access to the property was unavailable for reasons within the patient's control;
• no sufficient notice of cancellation was given; and
• the slot or clinician time could not reasonably be recovered.

A full charge is not automatic. We will consider the same factors listed in section A and will contact you before any non-attendance charge is applied.

An appointment will not automatically be treated as a cancellation or non-attendance merely because treatment could not proceed following a genuine unresolved concern regarding clinician identity, professional status, assignment by Home Physio & Rehab or patient safety. The circumstances will be reviewed before any charge is imposed.

If you are ever unsure whether the person at your door was sent by us, you do not have to let them in. Contact us first — see our Clinician Identification & Verification Policy.

We will not normally apply a cancellation or non-attendance charge where the appointment could not go ahead because of:

• hospitalisation of the patient;
• sudden serious illness of the patient or a person in the household;
• bereavement;
• a safeguarding concern;
• another unavoidable emergency.

Please tell us what happened as soon as you reasonably can. We may ask for a brief explanation, but we will not ask for unnecessary medical detail.

Where you enter a qualifying distance or off-premises contract with us (for example a booking made online or by telephone), you may have a statutory 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The full wording, including what happens if you ask us to start services within that period, is in section 15 of our Terms & Conditions.

Nothing in our 24-hour appointment cancellation policy overrides a statutory cancellation right.

If Home Physio & Rehab cancels an appointment before the service is delivered, no fee is payable by you and any prepayment will be refunded or credited as legally appropriate. We will offer an alternative appointment where we can.

If you think a cancellation or non-attendance charge is unfair, please tell us. We will review the circumstances and explain our decision in writing. You can also use our Complaints Policy. Your statutory rights are not affected.