Prices

Appointment Booking Disclaimer and Policy

By making a booking with Wandsworth Physiotherapy (the “Provider”), you (“the Client”) acknowledge and agree that you have read, understood, and accepted the terms set out in this Appointment Booking Disclaimer and Policy. This information supersedes any other communications and governs all appointments booked with us.

Practitioner Registration and Qualifications

All physiotherapists, podiatrists, and osteopaths practicing at our clinics in Wandsworth Town (SW18), Clapham Junction (SW11), and Battersea Nine Elms (SW8) are registered with their respective professional regulatory bodies: the Health Care Professions Council (HCPC), the Chartered Society of Physiotherapy (CSP), or the General Osteopathic Council (GOsC). Massage therapists are trained and insured but are not registered with a governing body, as massage therapy is not a protected title.

Medical Insurance

• Our therapists accept patients covered by BUPA (80011520), Cigna, WPA, Healix, Allianz, and Exeter Friendly. Some therapists also accept AXA, Aviva or HMCL referrals.

• We do not accept patients using Vitality insurance.
• The Provider is not liable for any errors or miscommunications between insurer, Client, and Provider regarding insurance coverage or therapist recognition. All therapists are professionally registered and legally entitled to practise; insurance coverage is subject to insurer policies and network limitations, which are the Client’s responsibility to verify with their insurer.

• This information is provided by our reception team and is believed accurate; however, it is solely the Client’s responsibility to confirm their insurance coverage, therapist selection, authorisation code and which body part this relates to, session limits, and excess payments with their insurer before booking.

• One authorisation code relates to one body part. The Provider will not treat unauthorised body parts at the Client’s discretion or provide maintenance treatments using an insurance authorisation code. If the Client requires treatment for an additional body part, it is the Client’s responsibility to obtain insurance authorisation, and the Provider is not liable for any incorrect information provided by the Client. The Client will remain liable for all consequences and charges related to unauthorised treatment provided by the Provider delivered in good faith.  

• Clients must obtain insurance authorisation prior to booking. Failure to do so will make the Client personally liable for full treatment costs without exception.

• All appointments booked and paid for before insurance details are provided constitute a direct contract between the Client and Provider; fees paid are strictly non-refundable.

• Clients must provide insurance membership numbers, authorisation codes, number of authorised sessions, and any policy excess payable directly to the Provider at the time of booking. Due to GDPR, insurers do not provide these details to us.

• Clients remain fully responsible for all treatment costs, including any shortfall, excess, or non-payment by insurers. Cancellation fees are the Client’s responsibility and are not covered by insurance.

Payments and Booking

• Payments or insurance details must be provided at the time of booking the initial appointment for a new episode of care.

• Payments are taken via debit/credit card using Timely Pay. Subsequent appointments are pre-charged 24 hours before the session.

• We do not accept “top-up” or prepaid cards. If a payment cannot be processed due to insufficient funds, the appointment will be cancelled, and the Client will be restricted from booking until outstanding balances are settled and valid payment details are provided.

Appointments – What You Need to Know

We want your appointment to run smoothly and on time. To help us do that, please note the following:

• Whether you book online or by phone, you are responsible for choosing the correct appointment type. If you’re unsure, our reception team is happy to guide you before you book.

• Please aim to arrive promptly. If you arrive late, we may need to shorten your treatment time to stay on schedule, but the full fee will still apply.

• Once you’re within the 24-hour cancellation window and especially once your appointment has started, we cannot shorten the booking or refund unused time.
• Insurance appointments last 30 minutes. Self-funding appointments may be 30 or 60 minutes, as chosen.
• Treatment time includes face-to-face care and essential behind-the-scenes tasks such as note-taking, referral letter preparation, and exercise programme design, which are part of the booked session.
• Therapists cannot provide care or work for you or on your episode of care outside of the booked session time, so please take this into account during your appointment and regarding how much time was spent with you face to face.

Cancellation Policy

• Clients must provide at least 24 hours’ notice to cancel or reschedule an appointment. 

• Any online bookings or pre-paid appointments cancelled outside of the 24 hour period will be refunded subject to a 1.9% administration fee, refunds are processed by Stripe and can take up to 10 working days (Stripe’s T’s and C’s) to appear in your account.

• Cancelling with less than 24 hours’ notice or failing to attend will result in a full session charge, which is non-refundable. The Provider reserves the right to charge this fee to the Client’s stored payment method.

Consent and Client Responsibilities

• By booking, the Client consents to treatment by any qualified practitioner at the Provider and understands that treatment outcomes vary with no guarantees.

• The Client agrees to follow the advice and treatment plans provided for optimal outcomes.

• The Client consents to the use of anonymised voice-to-text AI transcription for appointment notes, which are deleted after 30 days.

• The Client must provide accurate personal information and must not book using another person’s details, except where booking as a parent or legal guardian for a child under 16. Use of another person’s information absolves the Provider from liability related to any charges.

Liability and Disclaimers

• The Provider is not liable for any worsening of symptoms or treatment failures absent negligence.

• The Provider is not responsible for any shortfall or rejection of claims by insurers or for any reimbursement delays or denials.

• Cash-back plan receipts are available upon request, but reimbursement depends solely on the insurer’s policies. The Provider is not liable for any dispute between Client and insurer.

Governing Terms

• This policy and your signed consent form governs all appointments and supersedes any other agreements or communications you may have received regarding bookings, using medical insurance, cancellations, or payments.

• By proceeding with a booking, the Client confirms they have read, understood, and agreed to these terms in full and will sign an agreement form to this effect prior to commencing their initial appointment with the Provider. The Client understands that these terms remain in place for any and all subsequent appointments the Client books with the Provider.