Terms and Conditions

Payment Terms

Payment is required in full upon completion of online bookings. Payments are taken securely through Stripe. See here for full details. AJ Physio cannot access card payment details, nor do they hold copies of user’s card details. Your account will reflect a paid status immediately after your appointment has been booked.

All other appointments are payable upon completion in clinic. All payment’s will be made via card terminal where possible. Contactless and Apple/Android pay are accept. We accept all major card types. AJ Physio accept cash payments in clinic. Where correct change cannot be given, you account will be credited an overpayment and reflected in your balance.

If you are unable to pay the balance of your appointment upon completion, your account will be blocked and you will be unable to make any future appointments until the account is settled. If payment is not received within 5 working days, AJ Physio will instruct appropriate agencies to collect the outstanding amount and all cost’s incurred to AJ Physio.

Cancellation Policy 

In the event you are unable to attend your scheduled appointment, AJ Physio will require 24 hours’ notice to cancel, or rearranging said appointment. 

AJ Physio will send appointment reminders in line with your agreed method of contact, in advance of the 24 hours prior to your appointment. If you notify AJ Physio anytime within the 24-hour notice period or do not attend (DNA) your appointment, you will be liable to cover the remaining or full balance of the appointment. 

Outstanding amounts are payable immediately and are not privy to a remittance period. AJ Physio may pass your information to a nominated debt collection agency in the event of failed payment. You will be unable to schedule or attend any future appointments until your account is settled.

Private Medical Insurance (PMI)

Pre-authorised

AJ Physio are registered with the following private medical insurers for pre-authorised treatment; Bupa Health, AXA Health, Aviva, WPA, Vitality, Cigna.

To schedule an appointment through this method of payment, AJ Physio require the following information prior to or during the scheduling process of the first appointment: 

  • Membership/Registration number

  • Authorisation number

  • No. authorised sessions

  • Excess details including; amount, payment status

  • Policy expiry date/membership renewal date

Note PMIs will not cover the cost of appointments for late cancellations and/or DNA and our cancellation policy applies as above – see section “Privacy Policy”.

Pay and Re-claim

AJ Physio are able to provide invoices and receipts with the therapist’s relevant qualification and registration details for patients that have private medical insurance policies on a pay and reclaim basis. 

AJ Physio are not responsible for ensuring whether they are registered with an insurer as both a PLC and their individual therapists. 

AJ Physio will assist all patients were able to provide the necessary information to enable re-claims for treatment, but do not accept responsibility in any case that treatment is not approved. 

It is entirely the responsibility of you, the patient, to ensure you can re-claim the cost of your treatment.

Vouchers and Packages

All vouchers are issued to a credit note of nominated value or for a specific appointment. By where the amount is equivalent to the face value of the standard appointment rate and will not be at any discounted or promotional rate. 

Vouchers and treatment packages must be used within 6 months of the purchase date. This requires all appointment’s to be completed within this time frame and not simply scheduled. Once vouchers and packages exceed the expiry date they will be null, void and unredeemable after said date.

Vouchers and/or treatment packages cannot be exchanged for cash. Refunds will not be issued.

Promotions

  • Promotional code or Discount code must be quoted when booking an appointment.

  • All appointments are subject to availability.

  • A code can only be used once by any individual (unless stated otherwise).

  • Promotions are non-transferable between services.

  • Cannot be used in conjunction with any other offer, including other promotions.

  • Cannot be used for direct billing to insurance companies.

  • Where an end date is stated, the appointment(s) must be completed prior to this date.

Concession Types

Seniors (national retirement age at time of appointment) and students (full time further and/or higher education) will be able to claim a 10% reduced rate on all appointment types. Unlimited appointment use.

Valid identification with proof of age and/or education status must be shown during first appointment to confirm qualification. Cannot be used in conjunction with any other promotion.

Refund Policy

Excluding extenuating circumstances, AJ Physio evokes a no refund policy for all services tendered for accounts settled by where a full, honest and accurate service has been delivered as advertised, consented to and documented by patients/customers.

AJ Physio withhold the right to decide where the criteria of extenuating circumstances have been met and may require supporting evidence to authorise a refund. Extenuating circumstances are defined as follows: “Extenuating circumstances are situation or events that are: Exceptional - different to what you have to deal with in your usual day-to-day life. Unforeseen - you couldn't know that it was going to happen or to have planned for it. Outside of your control - there was nothing that you could do to stop it happening.”

Where patients do qualify for a refund, please allow 5-10 business days for payments to be processed.

Registered Company Details​

AJ Physio Ltd is a limited company registered in England and Wales. Reg No. 14018523

Registered Office: Marford Memorial Hall, Marford Road, Wheathampstead, St Albans, Hertfordshire, AL4 8AY.