Clinic Policy
1. Appointments, Cancellations, and Late Arrivals
Booking
Appointments can be scheduled via phone, email, or our online booking system. We recommend booking in advance to secure your preferred time slot.
Cancellation Policy
If you need to cancel or reschedule your appointment, we require at least one full working day’s notice during clinic opening hours.
As the clinic is closed on Mondays and Sundays, cancellations for Tuesday appointments must be made before the clinic closes on Saturday.
Examples:
Tuesday appointment → cancel by Saturday before closing
Wednesday appointment → cancel by Tuesday during opening hours
Friday appointment → cancel by Thursday during opening hours
Messages sent outside clinic opening hours will be treated as received on the next working day.
Appointments cancelled without sufficient notice may be charged the full appointment fee or deducted from any prepaid credit on account.The clinic may choose to waive the fee on a first occasion at its discretion, but is not obligated to do so.
No-Show Policy
Failure to attend a scheduled appointment without notice may result in a charge equal to the full appointment fee, deducted from any account credit where applicable.
Deductions from Account Credit
Where sessions are prepaid, any late cancellation or no-show fee may be deducted from the remaining balance, which may require additional payment to complete the agreed plan.
Late Arrivals
Patients arriving 10 minutes or more late may need to be rescheduled to avoid disruption to the clinic diary and other patients’ appointments. Patients arriving on time will be prioritised.
Exceptional Circumstances
Emergencies will be considered on a case-by-case basis at the clinic’s discretion.
Appointment Reminders
Text reminders are provided as a courtesy only and are not guaranteed. Failure to receive a reminder does not remove responsibility for attending the appointment.
Chaperone Policy
We are committed to ensuring all patients feel safe, comfortable, and respected during their care. If you would like a chaperone present during your consultation, examination, or treatment, please let us know in advance or at your appointment and we will do our best to accommodate this. A chaperone may be a member of our team or someone you choose, and in some cases the Chiropractor may also request one. If a suitable chaperone is not available, your appointment may need to be rescheduled.
2. Payments, Refunds, and Insurance
Fees and Payment
All fees will be explained in advance. Payment is due at the time of booking unless otherwise agreed.
Payment Methods
We accept major debit and credit cards. Receipts are provided at the time of payment, and invoices are available upon completion of your appointment.
Insurance
We do not bill insurers directly. Receipts and reports (fee applies) can be provided for self-claims.
Prepaid Care Plan Refund Policy
Prepaid plans are discounted compared to pay-as-you-go sessions.
A Review Appointment must be completed before any plan can be discontinued.
If a plan is discontinued early, any remaining unused credit will be refunded.
A £25 administrative fee will be deducted from all refunds to cover processing and clinic time
Refunds are processed only with the original cardholder, in person or by phone.
Once processed, refunds typically take 5–10 working days to appear, depending on your bank.
If any remaining credit is not claimed within 12 months, it will become non-refundable after reasonable attempts to make contact.
3. Treatment Plans and Compliance
All patients receive an initial assessment and Report of Findings. Treatment recommendations are based on clinical findings. Optimal outcomes depend on compliance with the agreed care plan. Non-compliance may affect results.
Recommendations validity: Treatment recommendations and care plans are valid for 6 months from the date of the initial consultation and Report of Findings. After this period, a new initial consultation and assessment will be required before care can commence or resume.
4. Confidentiality and Data Protection
All patient information is stored securely in accordance with UK GDPR.
Written reports are available for a £30 fee.
X-ray copies are available following identity confirmation, as required by GDPR.
5. Health and Safety
We maintain strict hygiene and safety protocols. Patients are expected to follow any clinic guidance while on the premises.
6. Complaints
We are committed to providing a high standard of care and take all concerns seriously. If you are unhappy with any aspect of your experience, please raise this with us as soon as possible in person, by phone, or by email at info@evergreenhealthchiro.co.uk. We will acknowledge your complaint within 3 working days and aim to provide a full response within 2–10 working days, keeping you informed if more time is required. All complaints are investigated objectively and handled in a fair, timely manner. If you are not satisfied with our response, you may escalate your complaint to the General Chiropractic Council.
7. Miscellaneous
Children under 16 must be accompanied by a parent or legal guardian.
Personal belongings are brought onto the premises at the patient’s own risk.
8. Patient Conduct and Liability
Abusive, aggressive, or inappropriate behaviour will not be tolerated.
Right to Refuse or Terminate Care
Evergreen Health Chiropractic reserves the right to refuse or discontinue care where policies are breached or where it is deemed clinically or operationally appropriate.
Liability Disclaimer
Chiropractic outcomes vary between individuals. Evergreen Health Chiropractic cannot guarantee results and is not responsible for outcomes influenced by individual health factors or non-compliance. All care is undertaken with informed consent.
9. Security Cameras
CCTV is in operation for the safety of patients, staff, and the premises. Entry implies consent to monitoring.
10. Policy Updates
These Terms & Conditions are reviewed periodically. The latest version is available at reception. Continued attendance constitutes acceptance of the current policy.