These terms apply when you book and attend an appointment at Havering Therapy Centre, including when you pay a deposit or fee online. Please read them before you book. By booking an appointment or paying a deposit, you agree to these terms.
The short version. Please give us at least 24 hours’ notice if you need to cancel or move an appointment. This applies to every service we book. With 24 hours’ notice or more, there is no charge and any deposit is refunded in full. With less than 24 hours’ notice, there is a late cancellation charge: £40 for physiotherapy, and £30 for podiatry and counselling. If you do not attend, the full session fee is charged.
Havering Therapy Centre is the trading name of Graham Holman Physiotherapy Ltd, a company registered in England and Wales under company number 06827443. Our address is 94 North Street, Hornchurch, Essex RM11 1SR. You can contact us on 01708 621111 or at admin@haveringtherapy.com.
These terms cover all appointments booked through the clinic. This includes physiotherapy, sports therapy, sports massage, acupuncture, podiatry and chiropody, and counselling.
Some practitioners at the centre manage their own diaries and take bookings directly. At present, this includes our relaxing massage therapist and one of our hypnotherapists. If you book directly with one of these practitioners, their own booking, payment and cancellation terms apply. Please check those terms with the practitioner when you book.
Our current fees are shown on our prices page. Prices are correct when they are published and may change. The fee that applies to you is the one in force at the time of your appointment.
Booking an appointment forms an agreement between you and the clinic. You are responsible for the cost of your treatment. This includes cases where you intend to claim the cost back from an insurer or a third party (see section 9).
We take a deposit to secure some appointments:
| Service | Deposit | When it applies |
|---|---|---|
| Physiotherapy | £40 | Initial assessment for new patients |
| Podiatry / Chiropody | £26 | Initial appointment for new patients |
| Counselling | £30 | When you first book. The deposit is held for the length of your treatment. |
For physiotherapy and podiatry, the deposit is deducted from the fee for your first appointment when you attend it. If you cancel with less than 24 hours’ notice or do not attend, the deposit is kept as explained in section 6.
For counselling, you pay the full fee at each session and we carry the deposit over to secure your next session. At your final session, you pay the fee minus your £30 deposit. If you decide to stop counselling and give at least 24 hours’ notice before your next booked session, we will refund your deposit in full.
Please only pay a deposit online once your appointment has been agreed with the clinic, or as part of booking through our online booking system.
Unless we have agreed otherwise with you, fees are due at the end of each appointment. We accept card, contactless and cash payments.
Online payments are processed securely by our payment provider. We never see or store your full card details.
All of our services use the same notice period: 24 hours before your appointment time. To cancel or move an appointment, call us on 01708 621111 or email admin@haveringtherapy.com. If you leave a voicemail or send an email outside opening hours, the time of your message counts as your notice.
| What happens | Physiotherapy and podiatry | Counselling |
|---|---|---|
| You cancel with 24 hours’ notice or more | No charge. Any deposit is refunded in full or moved to your new appointment. | No charge. Your deposit stays in place for your next session. |
| You cancel with less than 24 hours’ notice | Late cancellation charge: £40 for physiotherapy, £30 for podiatry. For a new patient’s first appointment, the deposit is kept instead. | Your £30 deposit is used for the late cancellation charge. To book your next session, you pay a new deposit. |
| You do not attend | The full session fee is charged. For a new patient’s first appointment, the deposit is kept. | The full session fee is charged. Your deposit is put towards it. |
We understand that sometimes things happen that nobody could have planned for, such as sudden illness or an emergency. In these cases, please let us know as soon as you can. We may waive the charge at our discretion.
If you develop symptoms of an infectious illness, please do not come in. Call us instead and we will rearrange your appointment without charge.
Sometimes we may need to cancel or move your appointment, for example if your clinician is unwell. If this happens, we will contact you as early as we can. You can choose a new appointment or a full refund of anything you have paid for that appointment.
We will give you a full refund in these cases:
Refunds are normally made within 5 to 10 working days of being agreed. We can make a refund in one of two ways:
We cannot refund to an account in anyone else’s name.
Fees for treatment that has already been given are not normally refundable. If you are unhappy with your treatment, please tell us using our complaints procedure. We will look into it properly and put things right where we can.
If you book and pay over the phone, by email or online, you have the right to cancel within 14 days under the Consumer Contracts Regulations 2013. You do not need to give a reason.
If you ask for an appointment that falls within those 14 days, you are asking us to start providing the service within your cancellation period. If you then cancel after treatment has started, you will need to pay for any treatment you have already received. Once a session has been given in full, your right to cancel that session ends.
These terms do not affect your statutory rights.
If you are claiming your treatment through a health insurer, please check with your insurer before your first appointment that your treatment is covered. You may need a referral from a doctor or consultant first. If your insurer does not pay, you will need to pay the fee yourself.
If your treatment is funded by a third party and you do not attend an appointment, your treatment may be suspended or ended.
If you think you have been charged incorrectly, please contact us first on 01708 621111 or at admin@haveringtherapy.com. Most problems can be sorted out quickly. If we have made a mistake, we will refund you promptly.
If you raise a chargeback or payment dispute with your bank or card provider, we will respond to it. Our response will include the relevant records, such as:
We will only share the information needed to deal with the dispute. Clinical details of your treatment will not be shared.
If a chargeback is raised for treatment you received, or for a charge correctly made under these terms, the amount remains owed to the clinic.
If something has not gone as it should, please let us know. Our complaints procedure explains how to raise a concern, how quickly we will respond, and how to take it further if you need to.
We will provide your treatment with reasonable care and skill. Our clinicians are registered with their professional bodies, and we follow those bodies’ professional standards.
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded under English law.
Our privacy notice explains how we collect, use and protect your personal and medical information.
We may update these terms from time to time. The version in force when you book will apply to that booking. Please check this page when you book.
These terms are governed by English law. The courts of England and Wales have jurisdiction.
For terms covering your use of this website, rather than your appointments, please see our Website Terms of Use.