Cancellation policy
You can cancel or move an appointment at no charge up to 24 hours before it starts. Please call 0191 498 0142 or use the contact form.
If you cancel with less than 24 hours' notice, or you do not attend, we charge half the price of the session. For example, a missed sports massage costs £21.00 and a missed initial assessment costs £32.50.
We will waive the first late cancellation for any patient, no questions asked.
If you are ill or have an emergency, tell us as soon as you can and we will use our judgement.
Insurers do not pay late cancellation charges, so the charge is billed to you directly.
Why we have this policy
A booked hour is an hour another patient could have used. The charge covers the cost of the empty treatment room and lets us offer the time to people on our waiting list, which is why we ask for a full day of notice wherever you can give it. The rule applies equally to every patient and every practitioner at the clinic.
Moving an appointment online
Book the new time first, then call us to cancel the old one.
Related pages
- Book an appointment online
- Services and prices
- Contact the clinic
- Register as a new patient
- Winter opening hours
Reception is open Monday to Friday, 08:30 to 18:00. Messages left outside those hours are answered on the next working day, so please call before 17:00 if you need to move an appointment that starts the following morning.