Terms and Conditions

Appointment cancellation or non-attendance
Sunderland Physiotherapy Clinic operates a 24 hour cancellation policy. Cancellation within 24 hours of your appointment or non attendance may incur a cancellation charge of your appointment cost. We therefore ask for 50% (of your treatment) deposit to be paid at the time of booking your appointment. This can be paid by cash or card. 

Insurance clients
Please note cancellation charges are not always covered by insurance companies and is therefore your responsibility to pay for any cancellation charges incurred. On certain insurance policies there may be an excess applicable. The insurance company will notify you and us of this information. You may be required in this instance to pay an outstanding balance (your excess) to Sunderland Physiotherapy Clinic at the end of your course of treatment.

Payment terms
Payment is made after each consultation, either by cash or card.

This excludes any clients who are attending and funded by an insurance policy. In this instance Sunderland Physiotherapy Clinic will need full insurance information to be provided on your first appointment and will invoice the relevant insurer at the end of the course of treatment.

Gift Vouchers
Gift vouchers are accepted and these are to be used by the named person on the voucher. They are non transferable to other clients. Gift vouchers can be used as part or full payment for a specific treatment or nominal amount. Gift vouchers all have an expiry date that is clearly stated on the voucher. This unless otherwise stated expiry is 12 months from purchase.

Our 24 hour cancellation policy exists for those wishing to redeem their gift voucher. If we do not receive 24 hours notice of cancellation of appointment then your voucher will become void. 

Customer Satisfaction
We want you to use Sunderland Physiotherapy Clinic again and again, so if you are not happy with the service you have received or have any feedback please contact the clinic director, Lindsey Graham on the following at info@sunderlandphysiotherapyclinic.co.uk

We will also periodically ask customers to complete a satisfaction questionnaire for audit and training purposes.