THE SMALL PRINT

Terms & Conditions

Cancellation & refund Policy

Payment is taken in full at the time of booking.

Cancellations with more than 24 hours’ notice

If you cancel with more than 24 hours’ notice, your fee is non-refundable, but will be credited towards a rescheduled appointment.
Credit must be used within 3 months from the original appointment date.

Cancellations within 24 hours / No-shows

Cancellations made within 24 hours of the appointment time, or failure to attend, are charged in full and no credit or refund is provided.

Rescheduling

You may reschedule once using the credit from your original booking. Additional changes may incur a new booking fee.

Why we have this policy

Your appointment time is reserved exclusively for you. Late cancellations or missed appointments cannot be filled, resulting in lost clinical time.

safeguarding and informed consent

Under 16's must be accompanied by a parent or guardian for the until duration of and appointment. Parents/guradian(s) must also sign consent form on behalf of minors.

By booking a particular treatment type, you are acknowledging that you have read and understood the description of that service on the descriptions within this website. All protocols and procedures will still be explained and rationale given by your therapist, prior to any treatment starting. However, it is your responsibility to ask any questions, or outline any concerns you may have.

We strive to obtain informed consent by clearly and honestly providing a clear, understandable explanation of our methods, as well as giving up to date, evidence informed clinical reasoning. This is to help you make informed choices on the best course of treatment, with realistic expectations of outcomes.

Disclosure of conditions and the health commitment statement

We always provide a thorough consultation process, doing our best to screen for Red Flags and contraindications to any treatments/exercise. It is your responsibility to provide detailed, honest and up to date medical history, as well as disclosing any conditions. If you have been recommended against anything by your doctor, you should always let us know as soon as possible. Failure to do so will leave you liable for any ill health, resulting from treatment which goes against said recommendations.

By using the wider facility in which we are situated (such as the gym room and sports hall), even under the supervision of Phoenix Sports Injury Clinic, you are agreeing to the terms outlined in the Health Commitment Statement. Copies of this are clearly printed in the reception area, the gym entrance and within the gym itself.

Parking during an appointment

We are pleased to be able to offer all of our clients free on-site parking. Within the monitored hours of the carpark (as per the on-site signage) you must provide your registration via the customer parking tablet (within the sports centre reception), in order to avoid having to use pay-and-display. Cars must be parked with the designated areas, as signposted i.e. not within 'Reserved' or 'Permit Holder Only' spaces.

On-site parking is monitored by Excel Parking, not Phoenix Sports Injury Clinic or University of Cumbria. Any disputes or fines should not hold either of the latter parties accountable.

We cannot guarantee parking spaces during peak hours, however there are several council operated disc parking zones on the surrounding streets, many of which are free for up to 2hrs.

Phoenix Sports Injury Clinic are not liable for any damages/losses to cars or valuables during appointment times, regardless of where they are parked.