Cancellation & Refund Policy
We understand that plans change. This policy explains your rights and our procedures for cancellations and refunds.
Full Refund Eligible
Cancel your appointment more than 24 hours before the scheduled time and receive a full refund within 3–5 business days.
50% Cancellation Fee
Cancellations made within 24 hours of the appointment are subject to a 50% charge. You will receive a 50% refund.
1Individual Appointment Cancellations
More than 24 hours notice — Full Refund
If you cancel your appointment more than 24 hours before the scheduled time, you will receive a full refund of the amount paid. Refunds are processed via the original payment method within 3–5 business days.
Less than 24 hours notice — 50% Cancellation Fee
Cancellations made within 24 hours of the appointment are subject to a 50% charge. You will receive a refund of 50% of the appointment value. This is because we are unable to fill the appointment slot at short notice, and our therapists have reserved this time exclusively for you.
No-Show — No Refund
If you do not attend your appointment without prior notice, no refund will be issued.
How to cancel: Log into your patient portal, navigate to your appointments, and submit a cancellation request. Alternatively, contact us directly at admin@bpr.rehab.
2Reschedule Policy
We offer flexibility to reschedule your appointments:
2 Free Reschedules per Appointment
Each appointment can be rescheduled up to 2 times at no extra cost. Simply choose a new date and time from your patient portal.
Additional Reschedules — 25% Fee
From the 3rd reschedule onwards, a fee of 25% of the appointment price will be charged. This is to discourage excessive rescheduling which affects our scheduling and other patients.
3Treatment Plan Cancellations
Treatment plans involve the reservation of multiple appointment slots over an extended period. Because of this, cancellations are handled differently from individual appointments.
All cancellations require admin review
Treatment plan cancellations cannot be processed automatically. Each case is reviewed individually by our team, taking into account the number of sessions already completed, the notice given, and the circumstances.
Partial refunds may apply
If you have not yet started your treatment plan, a full refund may be possible. If sessions have already been completed, a partial refund will be calculated based on the remaining unused sessions, minus an administrative fee.
Response within 2 business days
Once you submit a cancellation request for a treatment plan, our team will contact you within 2 business days to discuss your options.
Important: When you purchase a treatment plan, appointment slots are reserved specifically for you. This means we may turn away other patients who could have used those slots. We appreciate your understanding of why treatment plan cancellations require careful review.
4Refund Processing
- • Approved refunds are processed via the original payment method (credit/debit card).
- • Refunds typically appear in your account within 3–5 business days, depending on your bank.
- • You will receive an email confirmation once your refund has been processed.
- • Stripe processing fees (if any) are non-refundable.
5Exceptional Circumstances
We understand that emergencies happen. In cases of:
- • Medical emergencies or hospitalisation
- • Bereavement
- • Severe weather or transport disruption
Please contact us as soon as possible. We will review your case with compassion and may waive the standard cancellation policy at our discretion. Supporting documentation may be requested.
6Cancellation by BPR Physical Rehabilitation
In the rare event that we need to cancel your appointment, we will:
- • Notify you as soon as possible via email and/or phone.
- • Offer you an alternative appointment at your earliest convenience.
- • Issue a full refund if you prefer not to rebook.
Questions about this policy?
Our team is happy to help clarify anything.