Terms and Conditions
Welcome to Next Level. These terms and conditions set out the terms that apply when booking and attending appointments with us. By booking an appointment with us, you confirm you have read and agreed to these terms and conditions. Next Level reserves the right to change
Changes to these terms & conditions
We may update these terms & conditions from time to time, for example to reflect changes to our services, booking process or legal requirements. Your continued use of the website following updates will constitute acceptance of the updated terms.
Appointments
Our clinic operates by appointment only to ensure each patient receives sufficient time and attention during their session. Appointments can be booked online via the website, or by email.
A valid debit or credit card is required to secure all bookings. Your payment card details are securely held on file via the Jane App. By booking an appointment, you agree to the terms outlined in this policy.
Payment
Full payment is processed after your appointment. Subscription models will automatically take payment every 4 weeks. It is your responsibility to ensure payment details are kept up to date to avoid disruption. Fees for treatment will be communicated on the website and may be reviewed periodically. Patients will be informed of any price changes in advance. If a missed appointment fee is charged in accordance with the cancellation policy, this will need to be settled before further appointments are booked.
Cancellations
If you need to cancel or reschedule your appointment, we ask that you provide at least 48 hours’ notice. Failure to do so will result in a 50% charge of the appointment fee. If you arrive late, your appointment may need to be shortened to avoid delaying other clients, but the full appointment fee will still apply. Patients who repeatedly miss appointments may be declined further appointments in order to offer appointment times to other patients who require treatment. You can opt-in to appointment reminders to help prevent late cancellations and no-shows.
Refunds
Once a physiotherapy appointment has taken place, fees for that appointment are non-refundable. This reflects the time, professional expertise and clinical services provided. Refunds may be provided for appointments cancelled with at least 48 hours’ notice, where payment has been made in advance. Appointments cancelled with less than 48 hours’ notice, or missed without notification, are not eligible for a refund and may be charged the full appointment fee in accordance with the clinic’s cancellation policy. Where patients have prepaid for multiple sessions or a treatment package, unused sessions may be refundable at the discretion of the clinic. If treatment has already started, the cost of sessions already delivered will be deducted from any refund. Refunds for virtual appointments follow the same cancellation policy as in-person appointments. If the clinic needs to cancel an appointment due to unforeseen circumstances, patients will be offered either: · An alternative appointment · A full refund of any prepaid appointment fee Approved refunds will normally be processed using the original method of payment and may take several working days depending on the payment provider.
Health, Safety & Liability
All clients must complete a consent form prior to their initial appointment. It is your responsibility to complete this truthfully and to inform the therapist of any future changes to your answers.
Treatment will always be delivered in accordance with professional standards set by the Health and Care Professions Council and the Chartered Society of Physiotherapy.
Next Level shall not be held liable for any injury, loss, or damage arising from participation in in-person or virtual sessions, except where caused through negligence.
Complaints
We aim to provide a high standard of care and service at all times. If you have any concerns or are unhappy with any aspect of your treatment or experience at the clinic, please contact us as soon as possible so that we can discuss your concerns and work towards resolving them. Complaints can be made in writing to aaron@nextlevelclinic.co.uk. All complaints will be treated seriously, respectfully and confidentially and reviewed in accordance with our clinic complaints procedure.
All clinic policies are available on request. Please contact the clinic if you would like to view or receive a copy of any of our policies.