Our Policies

We understand that sometimes life just happens, and we don't want to penalise you for anything unexpected occurring. However, to minimise the number of missed appointments for pre-known causes, cancellation fees will apply.

• Any appointment cancelled more than 48 hours before the appointment time will incur no cost, and can be rescheduled or put on hold until further notice is given.
• If less than 48 hours' notice is given to cancel, a fee of 50% of your appointment cost will be required.
• If less than 24 hours' notice is given to cancel, a fee of 100% of your appointment cost will be required.

All appointment confirmation texts will be sent to you more than 48 hours before your appointment time, so that if you realise you can't make it, you still have enough time to let us know without incurring any fees. For example, if your appointment is at 9am on Monday morning, you will receive your confirmation text by Friday evening at the latest, giving you enough time to let us know about any changes.

Asking to reschedule your appointment to a later date will count as cancelling your original appointment, so if you would like to reschedule, please let us know as soon as you receive your confirmation text. If you would like to move your appointment to a different time on the same day, this will not count as a cancellation; however, there is no guarantee a different time will be available, so again, please let us know as soon as you receive your confirmation text.

If your appointment needs to be cancelled due to a positive Covid-19 test, evidence of the date the test was taken and a positive result will need to be provided in order to avoid any cancellation fee.

If your appointment needs to be cancelled for another medical or bereavement reason, please contact info@charlieschiropracticcare.co.uk or Charlie directly to discuss moving forward.

Unfortunately we will not be able to make future bookings for you if you have an outstanding cancellation fee. If you cancel your appointments at short notice on a regular basis, you may be asked to pay a deposit when booking future appointments. This will be at the discretion of the practice.

The length of your delay will be removed from the length of your appointment. For example, if you are 10 minutes late to a 30 minute appointment, there will only be 20 minutes available for your treatment. This is so the appointments after yours are not delayed, as we need to keep to our schedule for our other clients' convenience.

• If you are delayed to the point that a complete or safe treatment cannot be carried out in the remaining time, a fee of 50% of your appointment cost will be required.

If you know you are going to be delayed before your appointment, please let Charlie know as soon as possible so that she can try to accommodate the situation.

Unfortunately we will not be able to make future bookings for you if you have an outstanding late fee. If you are late to your appointments on a regular basis, you may be asked to pay a deposit when booking future appointments. This will be at the discretion of the practice.

• If you do not arrive for your appointment at all, with no communication about cancelling, rescheduling or being late, this will be classed as a No Show and a fee of 100% of your appointment cost will be required.

Unfortunately we will not be able to make future bookings for you if you have an outstanding No Show fee. If you No Show an appointment twice, you will be required to pay a deposit for all future appointments. This is just an added layer of protection to guarantee your attendance.

In the best interests of CCC, and of both client and staff time, if you No Show an appointment 3 times you will be removed from our client list and will not be able to book any further appointments with us. We do not want to turn anybody away, but unfortunately there may come a point where other clients could use the appointment time more constructively.

We care greatly for all clients at CCC and would never wish to turn anyone away. Your care is our priority, and we will try our best to accommodate any situation we are made aware of. In return, we ask for the same respect towards our staff. We understand some situations can be frustrating, but we cannot put ourselves at risk.

• Any and all verbal abuse, aggressive attitudes, or compromise of our safety will not be tolerated.

Unfortunately, regardless of the reason, if you display any aggressive or harmful attitudes towards our staff, you will be removed from the client list and will no longer be treated by Charlie's Chiropractic Care.

This includes, but is not limited to:

• Verbal abuse of any kind, whether in person or in written contact
• Rude, accusatory or aggressive language
• Intimidating or threatening physical behaviour
• Knowingly attending with an illness that could put our staff at risk, e.g. a positive Covid test or other contagious disease

If you display any of the behaviours listed above, or it is decided you have otherwise put our staff or CCC's best interests in harm's way, you will receive a formal written statement explaining why you will no longer be treated by us, and any remaining invoices will be forwarded to you.

If we have made a mistake, or there is something you are not happy with, we will be happy to discuss it with you and will try our absolute best to resolve it. We are only human and, as much as we hate to admit it, there are occasions where mistakes are made. Some situations can be particularly frustrating, and sometimes it's just a bad day, but we ask that no matter the situation, you approach us respectfully. Please communicate with us in the way you wish us to communicate with you.

These policies are there to minimise conflict and to protect both Charlie and her business, as well as you and your time. We're hoping to reduce as much confusion as possible, so we'd ask you to keep a copy in case you need it for future reference. A shorter version of the policies is attached to confirmation texts, along with a link to this page should you wish to refer to the policies in full.

It is at Charlie's discretion whether or not she continues your treatment if any of our policies end up applying to you. As we've said, we will be as accommodating as possible provided any prior or unexpected situations are fully disclosed to us; however, we must prioritise our own safety and wellbeing.

As we are sure you understand, cancelling an appointment at short notice or not showing up without warning means that your appointment time remains empty, when there may be other clients we could have offered the slot to with more notice. All pre-booked appointments take priority, but unfortunately we don't have enough hours each day to treat every client who would like an appointment. With these policies we hope to become more efficient at resolving issues for clients who already have appointments booked, as well as maximise the number of clients we see each day.

Safety is our number one priority, both for you and for ourselves, which is why we may have to reschedule you if you are late. If your treatment cannot be carried out safely in the remaining time, we will prioritise that safety over other factors. In the same way, if a client makes us feel uncomfortable or threatened in any way, we will prioritise our safety and may remove them from our client list. We hope never to need these policies, as we have great clients, but for our protection and yours they are in place and will remain in effect.