Appointment Cancellation Policy

Vitalize Physiotherapy Ltd
Last updated: 14 October 2026

At Vitalize Physiotherapy Ltd, appointments are reserved specifically for each patient. Late cancellations and missed appointments prevent us from offering these times to other patients and can result in financial loss to the practice.

We therefore require at least 24 hours’ notice to cancel or reschedule an appointment.

1. Cancellation and Non-Attendance Charges

The following charges may apply:

• 24 hours’ notice or more: No cancellation charge.
• Less than 24 hours’ notice: A charge of up to 50% of the booked appointment fee.
• Failure to attend without notice (no-show): A charge of up to 100% of the booked appointment fee.

Patients who arrive too late for their appointment to proceed safely or effectively may also be treated as a no-show, as explained in Section 3.

Charges are not automatic penalties. Any charge will be reasonable and proportionate to the loss incurred, taking account of the circumstances, costs saved and whether the appointment could be filled.

Patients with outstanding, properly applied cancellation or non-attendance charges may be required to settle these before further non-urgent appointments are accepted.

2. Cancelling or Rescheduling an Appointment

If you need to cancel or rearrange your appointment, please contact us as soon as possible:

Telephone: 07831 465179
Email: info@vitalizephysiotherapy.co.uk

You can also cancel your appointment using the cancellation link in your booking confirmation email. If you wish to reschedule, please cancel your existing appointment and make a new booking through our online booking system.

The notice period is calculated from the scheduled appointment start time. Cancellation notice will be assessed using the time the request is received through one of our stated contact methods.

A request received at least 24 hours before the appointment start time will not incur a cancellation charge.

Appointment reminders may be sent by email or SMS as a courtesy. Patients remain responsible for their confirmed appointments, even if a reminder is not received.

3. Late Arrival

If you are running late, please contact us as soon as possible.

We will try to accommodate late arrivals where reasonably possible. However, appointments cannot normally be extended beyond their scheduled finishing time.

Where sufficient time remains, a shortened appointment may be offered if clinically appropriate. The normal appointment fee may still apply.

If you arrive too late for your appointment to proceed safely or effectively, this may be treated as a missed appointment (no-show), and a charge of up to 100% of the booked appointment fee may apply.

Any charge will be assessed individually and proportionately, taking account of the circumstances and any financial loss incurred.

4. Exceptional Circumstances

We recognise that unforeseen circumstances, including sudden illness, emergencies and events beyond a patient’s reasonable control, may prevent attendance.

Where appropriate, cancellation or non-attendance charges may be reduced or waived.

Each case will be considered fairly and individually, including any relevant disability-related circumstances.

Patients are encouraged to contact us as soon as reasonably possible if they cannot attend.

5. Appointments Cancelled by Vitalize Physiotherapy

Occasionally, we may need to rearrange an appointment because of therapist illness, unforeseen circumstances or operational requirements.

Where this happens, we will contact you as soon as reasonably possible and offer an alternative appointment.

Patients will not be charged a cancellation fee where Vitalize Physiotherapy Ltd cancels their appointment.

6. Consumer Rights and Fair Charges

Our cancellation charges are intended to reflect reasonable losses arising from appointments that cannot be filled, rather than act as penalties.

This policy is applied in accordance with applicable UK consumer protection law, including the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights.

7. Policy Acceptance and Review

Our cancellation terms are provided before booking confirmation. By proceeding with a booking, patients acknowledge these terms, subject to their statutory rights.

We review this policy periodically and may update it where necessary. The terms communicated and agreed at the time of booking will normally apply to that appointment.