Terms & Conditions

Appointment Booking and Cancellation Policy

To ensure efficient use of our specialist’s time and to accommodate future bookings or patients on our waiting list, Ellie Yuen Physiotherapy has established the following guidelines regarding online payment terms and conditions.
Please read these carefully, as all clients are subject to them. For any questions, feel free to contact Ellie via our contact form, WhatsApp link, or by phone—she would be happy to help and offer advice.

Booking and Payment
To secure your appointment, a 50% deposit of the total appointment fee is required at the time of booking.

‍Cancellations and Refunds
Please note the following terms:
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Non-refundable within 48 hours of your appointment: If you cancel within 48 hours of your scheduled appointment, the deposit will not be refunded.
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Cancellation of Package Sessions: If you have a package and cancel within 48 hours, one session will be forfeited.
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Proof of Illness: If you wish to request a refund for a cancellation due to illness, you will need to provide appropriate proof (e.g., a doctor’s note).
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Your deposit will be credited to your account as account credit. This credit simplifies the process for cancellations and refund requests, ensuring the balance is available for future bookings.
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All refunds will be processed back to the original payment card or account via Stripe within 5-10 working days, with a receipt provided by Stripe. Please note that Ellie Yuen Physiotherapy clinic is not responsible for delays in the refund process. If you have not received your refund after 10 working days, please contact your bank or Stripe directly for assistance.

Important Reminders
‍If you choose to cancel or reschedule via email or WhatsApp, please ensure you receive confirmation from us. Alternatively, you may confirm cancellations directly through our website.

Chaperone
Internal (vaginal/rectal) or external techniques may be used to assess pelvic floor muscle strength. You may bring your own chaperone or request one in advance on the pre-assessment form. If you’d like Ellie to provide one, please allow 5 days' notice or book a phone call to discuss any concerns.

For any concerns about our services or to discuss a cancellation, please don’t hesitate to reach out. We will do our best to find a solution that meets your needs.