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Booking & Cancellation Policy

Quick Summary

Here’s a quick summary for you.

However, please take a moment to read the details below to avoid any confusion or missed information.

Easy Booking

You can schedule an appointment through our website, by phone, or in person. We will send you a confirmation and a reminder, but please also note your appointment details yourself.

24-Hour Cancellation

If you need to cancel or reschedule, please give at least 24 hours’ notice. Late cancellations or no-shows may be charged up to the full session fee. Genuine emergencies will be considered on a case-by-case basis.

Arrivals and Lateness

Please arrive on time. Sessions end at the scheduled time even if you’re late, and the full fee will still apply. If you are very late or forget required paperwork (like consent forms), it may be treated as a missed appointment.

Payment at Visit

Payment is due at the time of your appointment. We accept cash, credit/debit cards, and contactless payments. If you’ve prepaid with a package or voucher, we’ll deduct the session from that.

Our Commitment

In the rare event we need to cancel your appointment

(e.g. due to therapist illness), we will notify you as soon as possible and offer to rebook or provide a full refund for that session. You will not be charged if we have to cancel.

Booking Procedures & Punctuality

  • How to Book: Appointments can be booked online via our website, by calling our clinic, or by visiting us in person. When booking an appointment with J&J Therapy, you confirm that you accept this booking policy, including our cancellation terms. Please provide accurate and complete information when booking (such as your contact details and any relevant medical history) so we can prepare for your session. For your first visit, we may schedule a short initial assessment to better understand your needs. If we determine that our services are not suitable for your condition or that you would be better served by another specialist, we will explain this to you and help refer you to an appropriate provider.

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  • Punctuality: We kindly ask that you arrive on time for your appointments. If possible, try to come a few minutes early, especially for your initial visit, to handle any paperwork or questions before your session starts. If you do arrive late, we will do our best to still accommodate you in the remaining time, but please understand that your session will still end at the originally scheduled finish time. We typically cannot extend sessions for late arrivals, and you will be charged the full session fee even if your treatment time is shortened due to lateness. In cases of significant lateness or arriving unprepared (for example, without completing required consent forms), we may have to consider it a missed appointment. This would fall under our cancellation policy regarding late cancellations or no-shows.

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  • Appointment Reminders: As a courtesy, we will usually send an email and/or text reminder before your appointment. However, please do not rely solely on these reminders. You are responsible for noting your appointment date and time when you book and for attending as scheduled. If for some reason you do not receive a reminder, the responsibility for your appointment still rests with you. Always double-check your booking confirmation and reminder details. If you have any confusion about your appointment time or location, feel free to contact us to confirm – we’re happy to help clarify. Remember that forgetting an appointment or arriving at the wrong time will be treated under our normal cancellation policy.

Cancellation & Rescheduling

We understand that life happens and you may need to change your appointment. Our goal is to be fair to all clients and our therapists’ time. Below are our guidelines for cancelling or rescheduling appointments:

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  • Cancelling or Rescheduling (By You): Clients must provide at least 24 hours’ notice to cancel or reschedule an appointment. Cancellations or changes made with less than 24 hours’ notice, or failure to attend a scheduled appointment (no-show), may result in permanent restrictions on future bookings at the clinic’s discretion. Clients with prepaid session packages acknowledge that any late cancellation or no-show will result in the forfeiture of the corresponding session credit.
    Most insurance companies do not reimburse missed sessions or late-cancellation fees; therefore, if an appointment would have been covered by insurance, a last-minute cancellation may leave the client personally responsible for the cost.
    By booking an appointment, clients accept this policy. Exceptions may be considered on a case-by-case basis in the event of a genuine emergency or sudden illness; in such cases, supporting documentation may be required, and clients must contact the clinic as soon as possible.
     

  • If We Cancel or Reschedule: On occasion, we might need to cancel or change your appointment (for example, if a therapist is unwell or an unforeseen issue arises at the clinic). In such cases, we will give you as much notice as reasonably possible. We will also offer to re-book you at a new time that suits you, or if rebooking doesn’t work for you, we will provide a full refund of any fees or deposits you’ve already paid for that session. Rest assured, you will not be charged for any appointment that we cancel, and we apologize for any inconvenience caused.
     

  • How to Change a Booking: To cancel or reschedule an appointment, you can use our online booking system if available, or contact us directly by phone or email. A cancellation or rescheduling is only confirmed once we reply or otherwise acknowledge that we have received your request. If you do not get a confirmation from us, please follow up to make sure we are aware of your request — otherwise, we will assume the original appointment is still on, and our standard policies (including any fees for no-shows or late cancellations) will apply.

Fees & Payment

  • Session Fees: The fees for our services (physiotherapy, therapeutic massage, and other treatments) are listed on our website and/or will be communicated to you at the time of booking. All prices include any applicable taxes (such as VAT). If you have any questions about the cost of a session or package, please feel free to ask us before your treatment begins – we’re happy to clarify pricing so there are no surprises.

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  • Payment Timing: Payment is due at the time of your appointment, typically at the end of each session. We do not operate on credit or invoicing for individual sessions, so please come prepared to settle the fee on the day of your treatment. We accept major payment methods, including cash, debit cards, credit cards, and contactless payments (e.g. via smartphone). All payments are processed immediately and securely. (For your security, we do not usually store credit card details on file.) If, for any reason, a session fee is not paid when due, we reserve the right to pause or refuse scheduling any further treatment until the outstanding balance is settled.

Prepaid Packages & Vouchers

We offer prepaid packages (such as multiple sessions bought in advance at a discount) and gift vouchers for our services. These options come with a few additional terms:

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  • Validity: Prepaid session packages and gift vouchers are typically valid for one year from the date of purchase or first use, unless otherwise specified at the time of purchase. Be sure to check if your package or voucher has an expiration date and use it within that period.
     

  • Non-Refundable: Prepaid packages and vouchers are generally non-refundable, except where required by law or specific terms stated at purchase. This means that if you decide not to use remaining sessions, we usually cannot offer a cash refund. However, we will honor all valid sessions within the active period, and you may be able to transfer them to someone else with our approval (check any specific terms that came with your package).
     

  • Cancellation of Prepaid Sessions: Our standard 24-hour cancellation policy also applies to sessions booked using prepaid credits or vouchers. If you late-cancel or no-show a prepaid session, that session credit may be forfeited just as a regular appointment fee would be. We appreciate your understanding that this policy is in place to be fair to our therapists’ time and to other clients who may be waiting for appointments.
     

  • Package-Specific Terms: If there were any special terms provided at the time you purchased a package or voucher (for example, a special promotion or different validity period), those terms will also apply. Please refer to the information given when you bought the package for any additional details. If you have any questions about using your prepaid sessions or vouchers, just let us know and we’ll be glad to help.

Insurance & Reimbursement

If you have private health insurance that you believe may cover our services, please review your policy and insurer requirements in advance of your appointment:

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  • Check Your Coverage: Insurance plans vary widely. Some insurers cover physiotherapy or therapeutic massage sessions, especially if provided by an HCPC-registered physiotherapist, while others may not cover massage therapy or may require a doctor’s referral. It’s important to check with your insurance provider what your plan covers and whether you need pre-authorization or a referral before treatment.
     

  • Payments and Claims: As a general practice, J&J Therapy does not bill insurance companies directly for individual sessions unless we have made a specific prior arrangement to do so. You will be responsible for paying for your sessions at the clinic, and then you can seek reimbursement from your insurance company if applicable. We are happy to provide you with receipts, treatment reports, or any documentation required to support your insurance claim. If your insurer has forms or specific paperwork for us to complete, please bring those or send them to us, and we will assist in filling them out.
     

  • Direct Billing (if arranged): In the event that we have agreed to bill your insurance company directly (for example, sometimes arranged with certain insurers or for particular corporate clients), please note that you will remain responsible for any portion that the insurer does not cover. This could include things like an excess/deductible, co-payments, limits to your coverage, or sessions not approved by the insurer. You will need to pay any such balances.
     

  • Missed Appointments & Insurance: Nearly all insurance companies do not pay for missed appointments or late cancellation charges. If you miss a session or cancel late and we charge a fee according to our policy, that fee will likely not be reimbursed by insurance and will be your responsibility.
     

  • Ultimately Your Responsibility: It’s a good idea to contact your insurer before your first session to clarify what they will cover and what steps (if any) you need to take. Ultimately, you are responsible for any fees for our services that your insurance does not cover. We want to help you get the most out of your benefits, so please ask if you need an itemized invoice or any details for your claim.

Client Conduct & Behaviour

We strive to maintain a welcoming, safe, and professional environment for everyone. By visiting J&J Therapy, we kindly expect all clients to adhere to a basic code of conduct to ensure a positive experience for both clients and staff:

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  • Respect and Courtesy: Please treat our therapists, staff, and other clients with respect and courtesy. Any form of abusive, offensive, or inappropriate language or behavior is not acceptable. This includes shouting, use of slurs or insults, or any kind of harassment. We reserve the right to refuse or discontinue treatment if a client behaves in a threatening or disrespectful manner. Our staff have the right to work in a safe environment free from abuse or harassment.
     

  • Follow Guidance: For your safety and the effectiveness of your treatment, please follow the reasonable instructions and guidance given by your therapist. If you are asked to perform exercises, adjust positioning, or refrain from certain activities, it is in your best interest to do so. If you ever feel uncomfortable or have concerns about any aspect of your treatment, let us know immediately so we can address it. We will not hold you to any instruction that you’re uncomfortable with, but note that if a client consistently refuses to follow essential medical or safety advice, we may need to reconsider whether it’s appropriate to continue treatment.
     

  • Clinic Etiquette: Help us keep the clinic environment comfortable for everyone. For example, we ask that you turn your mobile phone to silent mode during treatment to minimize disruptions. Please refrain from smoking or bringing strong odors into the clinic, and maintain personal hygiene out of consideration for the close contact nature of therapy sessions. Treat the clinic facilities and equipment with care. Any willful damage to property may result in you being held responsible for repair or replacement costs.
     

  • Punctuality & Reliability: As mentioned in our punctuality policy, repeated lateness or missed appointments without proper notice can disrupt our schedule and affect other clients. If a client frequently misses appointments or cancels at the last minute without valid reason, we may require prepayment for future bookings. In serious or persistent cases, we reserve the right to decline further appointments for that individual. We will always communicate with you about any concerns and try to work out a solution, but these measures may be taken to ensure fairness and efficiency.
     

Thank you for your cooperation in making J&J Therapy a respectful and pleasant place for healing. Our goal is to provide you with the best care, and maintaining these standards helps us do that.

Safeguarding Minors & Vulnerable Clients

We are committed to the safety and well-being of all our clients, including children and vulnerable adults. We follow UK laws and professional guidelines to ensure proper care in these situations:

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  • Clients Under 18 (Minors): If you are under 18 years of age, a parent or legal guardian must provide consent before we can treat you. We will ask a parent/guardian to sign our consent form on your behalf. For younger children, we strongly recommend that a parent or guardian be present in the treatment room during the session. Older teenagers (16 or 17 years old) may attend a session without a parent in the room if the parent/guardian consents, but we do require that the parent/guardian remain on the premises or be readily available by phone. We want our young clients to feel comfortable and will communicate in an age-appropriate manner at all times. We will not initiate treatment for a minor without the involvement and permission of a responsible adult.
     

  • Vulnerable Adults: If a client has conditions that make them a vulnerable adult (for example, an individual with significant learning disabilities or someone who may not be able to fully consent to their care), we will take additional precautions. We may require consent from an authorized representative (such as someone with power of attorney for healthcare decisions or a court-appointed guardian). It might also be appropriate for a caregiver or family member to be present during sessions to support the client, depending on the situation. Our team will take extra care to explain treatments in simple terms and check that the client understands what is happening, to whatever extent possible. Our priority is to act in the best interest of clients who need this extra support.
     

  • Chaperones: Any client (or the client’s parent/guardian) is welcome to request a chaperone for any appointment. A chaperone could be a friend or family member you bring, or, if you prefer, we can provide a staff member to be present in the room during your treatment for added comfort. If you would like a chaperone, please let us know when booking or when you arrive. In some cases, we might insist on having a chaperone present – for example, when treating an adolescent of the opposite sex of the therapist, or if we deem it necessary for the comfort and protection of both the client and the therapist. This is part of our commitment to maintaining professional boundaries and ensuring everyone feels safe.
     

  • Reporting Obligations: All our staff members who work with minors or vulnerable adults have undergone the appropriate Disclosure and Barring Service (DBS) background checks as required. If during the course of treatment a staff member has any concern that a minor or vulnerable adult is at risk of harm or abuse (for instance, if we see signs of neglect or if such a client discloses something concerning), we are legally and ethically obligated to take appropriate action. This may include pausing treatment and reporting our concerns to local safeguarding authorities or the police, following the safeguarding guidelines. We will, whenever possible, inform the client (and their parent/guardian where applicable) about any steps we are taking, unless we believe that doing so might put someone at further risk.
     

Your trust is extremely important to us. If you are a parent, guardian, or caregiver and have any special concerns or requirements regarding the treatment of a minor or vulnerable person in our clinic, please discuss them with us. We will work with you to ensure the client’s comfort, safety, and dignity at all times.

Privacy & Data Protection

Your privacy is very important to us. We handle personal information in strict compliance with the UK Data Protection Act 2018 and the General Data Protection Regulation (GDPR):

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  • Use of Personal Information: When you register or attend appointments at J&J Therapy, we will collect some personal information such as your contact details (phone number, email, address), relevant medical history, and treatment notes. This information is used only for legitimate purposes related to your care. For example, we use your details to schedule and confirm appointments, to tailor and provide your treatments safely, and to follow up with you about your progress or send appointment reminders. We may also use your email or phone number to send you important information about your treatment or our services (such as appointment confirmations or changes). We will not use your contact information to send you marketing or promotional messages unless you have explicitly opted in to receive them.
     

  • Confidentiality: Any information you share with us about your health or personal situation is kept confidential. We will not disclose your personal information to third parties without your consent, except in a few specific situations: if it’s required by law, or if it’s necessary for your treatment. For example, with your permission, we might communicate with your GP or another healthcare provider to coordinate care or get further medical information. In rare cases, we might be required by law to share information without consent – such as if a court order demands records, or if there’s a serious risk of harm that we are obligated to report (e.g. as part of safeguarding duties mentioned above). In such instances, we would only share the minimum information needed and only with the proper authorities.
     

  • Data Security & Retention: We store your records securely, whether they are digital (protected by passwords/encryption in our electronic systems) or paper files (kept in locked cabinets). We follow best practices to prevent unauthorized access or loss of your data. Health-related information is classified as a “special category” of personal data under GDPR, which means we handle it with a high level of care. We will retain your treatment records for as long as necessary for your care and as required by law or professional guidelines. For adults, medical records are often kept for at least 8 years from your last treatment date; for minors, records are kept until a certain period after they turn 18. After the required retention period, we will dispose of your data securely. If you have questions about our privacy practices or wish to access your records, please let us know. You can also read our full Privacy Policy (available on our website) for more detailed information.

Accessibility

J&J Therapy is dedicated to making our clinic and services accessible to all clients. We understand that everyone’s needs are different, and we will do our best to accommodate any disabilities or special requirements:

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  • Clinic Access: Our clinic is located on the ground floor, and there is step-free access into the building. Treatment rooms are designed to be as accessible as possible. If you use a wheelchair or mobility aid, you should be able to navigate our clinic with minimal difficulty.
     

  • Facilities: We have comfortable treatment couches that can be raised or lowered as needed, and seating available in our waiting area. If you require any special setup (for example, extra pillows for support or quieter space due to sensory sensitivity), please inform us in advance and we will prepare accordingly.
     

  • Assistance: If you need any assistance entering the building or moving around inside, our staff is happy to help. You can let us know ahead of time or call when you arrive, and we will ensure someone is available to assist you. We can also adjust appointment lengths if you require a bit more time for movement or communication – just let us know what you need.
     

  • Communication: We strive to communicate clearly and can provide information in different formats if needed. For example, if you have visual impairments and need forms in large print, or if you have hearing impairments and prefer written instructions, please tell us. We will do our best to accommodate language or communication needs. If English is not your first language and you feel more comfortable with a translator or friend present, that is absolutely fine as well.
     

  • Service Animals: Certified service animals (such as guide dogs) are welcome in our clinic. If you plan to bring a service animal, kindly let us know when booking or before you arrive, so we can make any necessary arrangements (for example, ensuring that other clients who might have allergies are comfortable, and having a water bowl available for your animal).
     

  • Feedback: We continuously seek to improve accessibility. If you encounter any barriers to accessing our services or facilities, please inform us. Your feedback is valued and will help us make our clinic as inclusive as possible.
     

Our aim is for every client to feel comfortable, safe, and supported during their time at J&J Therapy. Don’t hesitate to reach out about any specific accommodations – we are here to help.

Contact Us

If you have any questions about our booking policy or any of the information above, please do get in touch with us. You can contact our clinic by phone or email (see our 'Contact' page for details), and our staff will be happy to assist you. We want your experience with J&J Therapy – from booking your appointment to completing your treatment – to be as smooth and pleasant as possible. Thank you for choosing J&J Therapy, and we look forward to helping you on your journey to better health and well-being!

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