FREQUENTLY ASKED QUESTIONS
WHERE ARE YOU LOCATED?
Our main clinic is located in Pulborough High Street, 85A Lower Street, West Sussex, RH20 2BP (Parking is located nearby on Lower Street and is less than a 2 minute walk to the clinic front door - see our contact & find us page)
We can come to you as mobile therapist at a premises of your choice; home or at work, covering the West Sussex area only, on request and subject to availability. Home visits will now only be available to patients outside a radius of 5 miles and within 15 miles of my home address RH14 9ZF with no extra charge. Any patient outside of the 15 mile radius from this postcode is subject to a £5 travel fuel charge on top of the treatment fee. Please see attached Map Radius to clarify the areas.
FOR MOBILE VISITS, DO I NEED TO PROVIDE ANYTHING?
No, the therapist will bring all the relevant equipment including a treatment couch therefore there must be space to allow for this
We ask that the premises you have requested treatment at is of a clean, hygienic standard
The therapist has the right to refuse treatment at a patients premises if they do not feel comfortable and/or their safety is jeopardised
DO I NEED A DOCTOR OR GP REFERRAL?
WHAT ARE YOUR PRICES?
WHAT ARE YOUR PAYMENT TERMS?
All payment methods are accepted.
Apple and Google pay
For treatment sessions payment is due at the end of your appointment, if you book online you are given the option to pay in advance
WHAT IS YOUR CANCELLATION POLICY? WHAT IF I MISS MY APPOINTMENT? WHAT IF I’M RUNNING LATE?
Home visits from Sept 2022 will now require a deposit of 50% at the time of booking your session unless the therapist states otherwise and is to be paid by card through a payment link that will be sent directly to you or BACS, this is to minimise cancellation or rearrangement disruptions. This secures your appointment and confirms acceptance to us of our cancellation fees. The therapist has the right to refuse treatment and not honour the appointment if this payment is not received. The remaining balance is due at the close of the session (no exceptions) by card, cash or BACS.
There is no deposit required for clinic appointments however cancellation policies apply and sessions will not be rebooked until the missed or late cancellation fee has been paid by BACS or payment link on receipt.
Cancellations with less than 24 hours’ notice are liable to the 50% charge of the appointment if a deposit has not been taken and/or received.
If you are running late, please let us know. All appointments will finish at the scheduled time to avoid disruption of other patients sessions
If you do not show for your appointment or you miss your booked session, you will be charged the full treatment cost
In the event a patient has 2 reoccurring late cancellations or missed appointments then you may be asked to pay a 50% upfront fee via bank transfer before your session is rebooked which will be taken off your total treatment charge on completion of the session
All outstanding treatment charges must be paid within 48 hours of completion of your session - for accountancy purposes this must be strictly adhered to. Please notify us of any change to financial circumstances especially if there will be delayed payment or you cannot make payment for an already provided session
For patients who chose to pay via BACS. There will be a 10% late payment charge added to outstanding treatment charges for payments that are over 48 hours late from the day of treatment without notification to and acceptance by the therapist.
DO YOU DEAL WITH INSURANCE COMPANIES?
We do not deal directly with insurance companies.
You are welcome to claim back for your sessions through your insurance as allowed.
We are happy to provide an invoice receipt once payment is received.
If you wish to claim through your insurance, we advise you to check with your provider before booking your appointment as some providers DO NOT cover Sports Therapy
*Please Note* the patient is liable for the payment of any completed session
WHAT IS YOUR NEW PATIENT PROCEDURE?
As and when you contact us, a consultation may be given via a phone call prior to booking you in for an appointment.
Once you have booked a session, you will receive an automated email confirmation
You will then be sent 2 forms (new patient intake and COVID-19 pre appointment health form) via an email link that must be completed no sooner than 24 hours before your booked session.
*Please Note* you will only be required to complete both forms prior to your first session however, the COVID-19 health form will be resent and must be completed before each continued treatment session
Each patient will receive a text message or email reminder 24 hours before their booked session
WHAT SHOULD I WEAR TO A TREATMENT SESSION?
For treatment sessions you may be asked to undress so that we can fully assess you. This could be down to underwear or shorts, depending on the body part, so please be prepared for this. We recommend loose fitting clothing.