Cancellation Policy

1. Principle of Fair Notice

As a mobile healthcare provider, our clinical therapists plan their travel routes and booking schedules in advance to maximize patient accessibility. Short-notice cancellations disrupt treatment pathways and prevent other patients on our waiting list from receiving care.

2. 24-Hour Notice Requirement

We require at least 24 hours' notice for any rescheduling or cancellation requests. Notice must be provided by emailing contact@rehalign.com or calling our clinical desk directly.

3. Cancellation Fees & Charges

If you fail to provide the required 24 hours' notice, the following charges will apply:

• Late Cancellation (Less than 24 hours' notice): Charged at the full rate of the scheduled session (£125 for initial assessments, £120 for follow-up visits).
• Missed Appointments (Therapist Arrives at Home): If the therapist arrives at your home at the scheduled time and you are not present or refuse the session without prior notice, it is classified as a "No Show" and charged at the full rate.
• Unsafe Environment Cancellations: If a therapist arrives and determines the environment is hazardous or poses a threat to safety, the session will be cancelled and charged in full.

4. Refund Procedures

If you cancel an appointment more than 24 hours prior to the scheduled start time, you are eligible for a full refund of any pre-paid fees. All approved refunds will be processed back to the original payment card within 5 working days of the cancellation request.

5. Cancellations by Rehalign

While we make every effort to attend all scheduled visits, there are rare occasions where we may need to cancel or reschedule a session due to therapist illness, sudden injury, severe weather, road closures, or clinical emergencies affecting our team.

In these cases, we will provide as much notice as possible. We will reschedule your session at the earliest mutually convenient time at no additional cost to you. If a reschedule is not possible, a full refund of any pre-paid fees will be issued.

6. Emergency & Clinical Exemptions

We understand that patients undergoing neurological rehabilitation may experience sudden health changes or medical emergencies. Extenuating circumstances—such as sudden hospitalization, acute medical events, or severe family crises—will be evaluated on a case-by-case basis by the Clinical Director.

Please contact us as soon as possible if an emergency occurs, and we will work with you to waive or reduce the late cancellation fee where appropriate.

7. Service Termination

We value consistency and commitment in rehabilitation pathways. If a patient cancels late or misses appointments three times consecutively, we reserve the right to suspend or terminate services and discharge the patient from our active caseload.