Cancellation and Refund Policy

This policy explains how cancellations, missed appointments, rescheduling requests, late arrivals, and refunds are handled by Synergy Body & Spine Clinic Ltd. It applies to appointments and care packages booked with us by phone, email, online, or in clinic. We ask clients to read this policy before booking or purchasing a package. A copy is available on our website and at the clinic at any time.

We reserve appointment time specifically for each client. To help us offer cancelled appointments to other clients, please give us at least 48 hours’ notice if you need to cancel or reschedule.

If an appointment is cancelled, rescheduled, missed, or cannot go ahead because the client arrives late, with less than 48 hours’ notice, we may charge the relevant appointment fee shown below. We will not apply a charge where doing so would conflict with a client’s statutory cancellation rights.

We understand that genuine emergencies and unexpected events can happen. Medical emergencies, bereavement, or other serious circumstances will be considered fairly on a case-by-case basis by the Clinic Manager. We may ask for reasonable supporting information where it is necessary and proportionate to assess the request.

If a client arrives more than 10 minutes late, we may be unable to provide the appointment safely or effectively. Where this means the appointment cannot go ahead, it may be treated as a missed appointment and the relevant charge may apply.

The charges below are based on the appointment type booked and reflect the clinical time reserved for the client. We will apply them reasonably and will consider whether the appointment slot could reasonably be offered to another client.

All amounts shown are exclusive of VAT, as our clinical services are VAT-exempt.

Cancellation and reschedule requests must be made by phone on 0121 512 2199, or by email to info@sbs-clinic.com.

In the rare event that the clinic needs to cancel or reschedule your appointment, we will notify you as soon as possible. If the appointment was prepaid, you will receive a refund of the amount paid (or the equivalent value in appointment credit if paid for as part of a package), and we will offer you the earliest suitable alternative appointment.

If a client has a prepaid package and misses or late-cancels an appointment, the relevant session credit may be deducted from the package. Alternatively, the client may choose to pay the missed appointment charge separately by cash, card, bank transfer, or payment link so that the package credit remains available for a future appointment.

If you enter into a contract with us by phone, email, online, or away from our clinic premises, you may have a statutory right to cancel the contract within 14 days without giving a reason. This cancellation period usually starts on the day after the contract is made.

If your appointment or treatment is due to take place during the 14-day cancellation period, we will ask you to confirm that you want us to start providing services before the cancellation period ends. We will also explain how starting treatment during this period may affect your cancellation and refund rights.

If you cancel before any services have been provided, you will not be charged for those services.

If you cancel after we have started providing services at your request, you may be required to pay a proportionate amount for the services provided up to the point when you told us you wished to cancel.

If the services have been fully provided before you cancel, and you gave prior express consent for us to begin during the cancellation period, you will not be entitled to a refund for those services.

This statutory cancellation right is separate from our standard 48-hour appointment cancellation policy. The 48-hour policy applies outside the statutory cancellation period and to appointments or services that are not covered by statutory cancellation rights.

Clients may request a refund for unused account credit or prepaid appointments that are not due to take place within the next 48 hours. Refunds will be calculated in accordance with this policy and any applicable statutory rights.

Please note that credit for prepaid packages expires 12 months after the date of purchase. No refund will be due on credit that has expired.

Care packages are discounted because they are purchased in advance as a package. If a client asks for a refund after using some package sessions, the sessions already used will be recalculated at the full pay-as-you-go rate shown above. The remaining balance, if any, will then be refunded. This means the package discount will only apply if the package is completed. In some cases, this calculation may mean that no refund is due. If no refund is due, any remaining prepaid sessions will stay on the client’s account and may be used before the 12-month expiry date by the client or, where appropriate, by a nominated family member following a suitability assessment.

To process a refund, clients must provide the bank details needed to make payment. Refunds will usually be paid within 7–10 working days after approval. Bank details and other personal data will be handled in accordance with our privacy policy, which is available on request.

Where a client has used a credit finance agreement to purchase a plan, the finance agreement terms agreed with the lender apply in addition to this policy. Any refund will be calculated under this policy and then applied in line with the finance agreement requirements.

Any refund due will usually be paid directly to the lender to reduce the client’s outstanding balance, rather than being paid directly to the client.

If an administration fee applies to a finance-funded plan, the amount of the fee, when it applies, and how it is calculated must be disclosed clearly before the client enters into the finance agreement or purchases the plan. Any fee must be fair, transparent, and reflect reasonable administration costs.

Where the client paid a deposit directly to Synergy Body & Spine Clinic Ltd, any refundable deposit balance will be paid directly to the client, less any administration fee that was clearly disclosed and fairly applied.

Refund requests must be made clearly in writing and sent to info@sbs-clinic.com.

If you are unhappy with a charge made under this policy, a refund decision, or any part of the service you have received, please contact us by phone on 0121 512 2199 or by email to info@sbs-clinic.com. We will review concerns fairly and respond in line with our complaints process. A copy of our full complaints policy is available on request.

This policy, and any dispute or claim arising out of or in connection with it, is governed by and construed in accordance with the law of England and Wales, and is subject to the exclusive jurisdiction of the courts of England and Wales.