1. OPENING HOURS & COMMUNICATION
Clinical sessions are by appointment only.
Mon/Tue/Fri: 09:30 – 18:30
Wed/Thu: 10:30 – 20:00
Alternate Saturdays: 09:00 – 14:30
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. RESCHEDULING & SICKNESS
Notice must be provided during Administrative Working Days (Mon-Fri, 09:00–17:00).
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.
4. 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 25% of the total appointment 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.
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.
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