OptiMoveTherapy – Cancellation Policy

At OptiMoveTherapy, I understand that plans can change. However, as a small, appointment-based business, late cancellations and missed appointments can have a significant impact.

To ensure fairness for all clients, the following cancellation policy applies to all appointments booked with OptiMoveTherapy.

Appointment Cancellations

We ask that appointments are cancelled or rearranged as early as possible. The following cancellation periods apply:

  • More than 48 hours' notice: You may rearrange your appointment or receive a full refund of your deposit.

  • Within 48 hours but more than 24 hours' notice: Your deposit will be retained as a cancellation charge.

  • Within 24 hours of the appointment: The full appointment fee may be charged. Any deposit already paid will be deducted from the amount due.

  • Missed appointments: The full appointment fee may be charged, with any deposit already paid deducted from the amount due.

All cancellation charges and retained deposits are subject to applicable consumer rights and must be proportionate to the loss arising from the cancellation.

Deposits

A deposit is required to secure all appointments.

  • £10 for 30- and 45-minute treatments.

  • £20 for 60-minute treatments and injury consultations.

Deposits are deducted from the total cost of your appointment when you attend.

The refund or retention of deposits will depend on the applicable cancellation period outlined above.

Therapist Cancellations

In the rare event that OptiMoveTherapy or the practitioner responsible for your appointment needs to cancel or rearrange a session due to illness, emergency or unforeseen circumstances, you will be notified as soon as reasonably possible.

You will be offered:

  • The option to rearrange your appointment to another suitable date and time.

  • A full refund of any deposit or prepayment if you do not wish to rearrange.

No cancellation charge will apply where OptiMoveTherapy cancels your appointment.

Illness and Medical Reasons

If you are unwell, contagious or experiencing medical symptoms that could make treatment unsafe, please contact OptiMoveTherapy as soon as possible.

  • Genuine illness, emergencies or unforeseen circumstances may be considered at the discretion of OptiMoveTherapy.

  • Cancellation charges may be waived where appropriate.

  • If you attend while visibly unwell, your practitioner reserves the right to postpone or refuse treatment where it is considered unsafe or inappropriate.

Any applicable cancellation charge will be considered in line with the circumstances and the cancellation policy.

Late Arrivals

Please arrive promptly to ensure you receive your full appointment time.

  • If you arrive late, your appointment may need to be shortened to avoid affecting subsequent bookings.

  • The full appointment fee may still apply.

Emergency or Unforeseen Circumstances

I understand that emergencies and unexpected circumstances can occur.

If you need to cancel or rearrange your appointment, please contact OptiMoveTherapy as soon as possible by telephone, message or email.

Your cancellation will be treated as received once your cancellation request has been communicated to OptiMoveTherapy. Where possible, you will receive confirmation of the cancellation.

Genuine emergencies and unforeseen circumstances may be considered at the discretion of OptiMoveTherapy.

Payment and Debt Recovery

If a client fails to pay an applicable cancellation charge or outstanding balance, a written request for payment will be issued.

  • After 14 days, a final payment reminder will be sent.

  • If payment is not received within a further 7 days, OptiMoveTherapy reserves the right to consider further recovery action, including using a debt recovery agency or pursuing a claim through the Small Claims Court.

  • Any reasonable recovery costs will only be pursued where legally recoverable.

  • Clients with outstanding unpaid balances may be unable to make further bookings until the balance has been settled.

Changes to This Policy

OptiMoveTherapy reserves the right to update this policy from time to time to reflect changes to business operations or applicable requirements.

The latest version will be available through the OptiMoveTherapy website or upon request.

Changes will not retrospectively alter the terms of an existing booking unless agreed with the client or required by law.

Statutory Cancellation Rights

Where an appointment is booked online or through another method covered by distance-selling consumer legislation, you may have a statutory 14-day cancellation right from the date the contract is entered into.

This statutory right is separate from the appointment cancellation periods outlined in this policy.

Nothing in this policy removes or restricts any statutory consumer rights you may have. Further information is provided in the OptiMoveTherapy Terms and Conditions.

Agreement

By booking an appointment, you acknowledge that you have been given the opportunity to read this Cancellation Policy and understand the cancellation, deposit and payment arrangements.

These arrangements form part of the OptiMoveTherapy Terms and Conditions.

Last updated: 5 November 2026