Cancellation & refunds

How to change or cancel

Use the link in your booking message or open Manage appointment on this website. Choose the appointment you want to change and follow the available options. If you cannot open the link or the action you need is not offered, contact the clinic as soon as possible.

• Check the appointment date, time and cancellation notice shown for that booking before confirming a change.
• Online rearrangement closes at least 24 hours before the appointment, and may close earlier where a longer notice period applies. Available days and times can differ from new-patient bookings.
• Cancellation may still be available when rearrangement is closed. A late cancellation asks for a reason and acknowledgement that a fee may apply following clinic review.
• Check the confirmation or receipt after submitting. If the result is unclear, contact the clinic so we can confirm the appointment's status.

Your cancellation notice

The required notice is specific to your appointment and its accepted payment policy. Do not assume that every appointment has the same notice period, price or late-cancellation charge. Your booking information and appointment-management options explain the rule that applies.

• These cancellation rules are separate from the minimum notice needed to make a new home-visit booking.
• If you cannot find your terms, ask the clinic before making a change. For an imminent appointment, contact us promptly rather than waiting for an online option to become available.

Prepaid appointments cancelled with enough notice

If you cancel an eligible prepaid appointment with the required notice, you can request a full refund of that appointment payment to the original card. Where offered, you may instead keep your payment for a replacement appointment. You do not have to accept appointment credit instead of an eligible refund.

• An eligible saved payment covers one appointment of the same type and length, with the original offer preserved.
• If you choose to keep the payment, you can request a refund later while that paid appointment remains unused.
• Credit is offered only where the appointment and payment are eligible. Some journeys, including home-visit management, may not show a credit/refund choice. Contact us if you need help with the options for your payment.

Late cancellations and missed appointments

If you cancel inside the required notice period or miss an appointment, the charge described in your accepted policy may apply. This may be the full booked session price. The clinic reviews the circumstances before deciding the outcome. Submitting a cancellation is not confirmation that a fee has been waived or a refund approved.

• Tell us about an illness, emergency or other relevant circumstances when cancelling or when contacting the clinic.
• A prepaid appointment may need review before we can confirm whether its payment is retained, refunded or otherwise resolved.
• Any cancellation charge must be fair and proportionate. If you think it does not reflect the circumstances, including costs avoided or the appointment being refilled, ask us to review it.
• If you believe a charge or decision is incorrect or unfair, contact the clinic for a review. You can also use our complaints procedure.

Private health insurance and funded care

For private medical insurance bookings, no insurance payment is taken during online booking. You remain responsible for an excess confirmed by your insurer. A missed-appointment fee, or a late-cancellation fee where enabled by the accepted policy, may apply following clinic review.

• The policy shown before confirmation explains the possible fee for your booked session. An unknown insurance excess does not mean that there is no excess.
• Confirmed excess and approved missed-appointment or late-cancellation fees are collected at the end of treatment. These events do not deduct an authorised treatment session.
• For employer-funded, case-managed or legal referrals, contact the clinic about the arrangements agreed with the funder. Do not assume the self-pay refund options apply to a payment made by another organisation.

Refund requests and card payments

A refund request and money arriving in your account are separate steps. A message saying Refund requested confirms the request; it does not mean the bank has already returned the funds. The clinic or payment provider may still need to process it.

• Eligible card refunds go back to the original payment method. Bank arrival times vary; this does not remove any legal deadline that applies to making a refund.
• Contact us if a refund remains unclear or you receive a payment error. We will check its status before taking another payment or refund action.

If Nexus needs to change your appointment

If Nexus cancels your appointment, a patient late-cancellation fee does not apply. For an unused prepayment, you can discuss a suitable replacement or request a refund. Contact the clinic to confirm the arrangement that works for you. Any refund still needs to be processed and confirmed.

Questions and your rights

For help with an appointment, payment or refund, contact info@nexusphysio.co.uk or 020 7511 3550. Include only the details needed to identify the booking; you do not need to send a full medical history. These appointment rules do not limit your statutory consumer rights, including any cancellation rights that apply to how your contract was made.

• Agreeing to the booking policy does not, by itself, remove any statutory cancellation right.
• If you want to raise a concern about how a request has been handled, our complaints policy explains how to contact the clinic.