ELLIE YUEN PHYSIOTHERAPY:
TERMS & CONDITIONS

1. OPENING HOURS & COMMUNICATION
Clinical sessions are by appointment only.

Mon, Thurs: 10:00-18:00
Tue: 11:00-19:00
Friday: 10:00 – 17:00

Administrative Working Days: For cancellations and notice periods, "Working Days" are Monday to Friday, 09:00 – 17:00. Saturday is not an administrative working day. Notices sent after 17:00 on Friday or over the weekend will be processed on the following Monday morning.

Clinic Holidays: During notified holidays, notice periods are honoured based on the date and time sent, but admin/refunds will be processed once the clinic reopens.

2. BOOKING & PAYMENT
Initial Consultations: Full payment is required at the time of booking.

Follow-up Appointments: Full payment is required for online bookings. A 50% deposit is required for in-person bookings.

Payment Window: Manual invoices must be paid within 48 hours or the slot will be released.

3. CANCELLATIONS & REFUNDS
Notice must be provided during Administrative Working Days (Mon-Fri, 09:00–17:00).

3 or more working days' notice: Refund available minus £20 booking fee (to cover administrative and processing costs).

2 working days' notice: 50% of the total appointment fee is retained. (If paid in full, 50% will be refunded. If a 50% deposit was paid, this will be retained in full.)

1 working day or same-day cancellation / no-show: 100% of the total appointment fee is retained.

Early-Week Cancellation Deadlines:
To avoid the loss of your payment/deposit, you must cancel by:

Monday Appointment: Wednesday (17:00) the week before.

Tuesday Appointment: Thursday (17:00) the week before.

Wednesday Appointment: Friday (17:00) the week before.

Messages sent on Saturday/Sunday are recorded as received on Monday at 09:00.
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4. RESCHEDULING & SICKNESS
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Notice must be provided during Administrative Working Days (Mon-Fri, 09:00–17:00).
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Rescheduling: You may move your appointment once free of charge with 2 working days' notice. The new date must be within 7 days of the original.

Sickness: Please do not attend if contagious. Fees may be waived for medical emergencies at our discretion.

5. SPECIALIST PESSARY FITTING TERMS
Guarantee: One free replacement device if uncomfortable within 14 days.

Pricing: Follow-up rates apply only if booked within 3–6 weeks of fitting.

Responsibility: Patients must report pain/bleeding immediately. Reviews are required at 3, 9, and 12 months.

6. FREE TELEPHONE CONSULTATIONS
Nature: 15-minute "Discovery Call" to discuss symptoms generally.

No Diagnosis: This is not a clinical assessment; advice is preliminary only.

Attendance: 24 hours' notice is required to reschedule. We reserve the right to refuse future bookings after two no-shows.

7. DATA PRIVACY & COMPLAINTS
Privacy: Records are held securely under UK GDPR for 7 years (or until age 25 for minors).

Complaints: Email info@ellieyuenphysio.com. We aim to respond within 3 working days. You may escalate to the HCPC, CSP, or ICO.