Back2Action Cancellation Policy

This policy set out your rights and the terms to apply to any Appointment made which you may wish to cancel.

Physiotherapy, Therapy, Sports Therapy and Rehabilitation and or Training rights to cancel

YOUR RIGHTS TO CANCEL AND APPLICABLE REFUND
1.1 Most Appointments carry a charge if cancelled by providing short notice. Subject to rules below which impose a charge for any cancellation giving less than 24 hours’ notice, you may cancel your appointment at any time within 7 days of making your booking.

(a) Most appointments carry a charge if they are amended or cancelled within 24 hours of the scheduled appointment start time, or if you fail to attend your appointment on time. These charges can vary and are up to the full cost of the appointment. Please contact the dedicated booking line if you would like to confirm the applicable cancellation, amendment or non-attendance charge for your specific booking.

(b) Bookings made via the EZFacility app can be amended or cancelled via the EZFacility app if more than 24 hours before the scheduled appointment start time. You can also contact our dedicated booking team within working hours 08:00-18:30 Monday to Friday, excluding bank holidays.

(c) For bookings amended or cancelled more than 24 hours before the scheduled appointment start time, any charges for these bookings will be refunded within 5 working days.

1.2. When you book an appointment, payment is required and will be taken immediately. It will be taken in cash, from the nominated debit or credit card or via pre-paid credits. Any applicable refunds in regards to an appointment amendment or cancellation will be applied to the same nominated card or via a credit refund.

1.3 Subject to the following terms, you have the right to cancel or reschedule your appointment and you can do so by:

(a) online on the EZFacility app,

(b) contact the booking line in advance of your appointment within working hours 08:00-18:00 Monday to Friday, excluding bank holidays. Dedicated booking line contact number: 0117 9591017.

1.4 You must provide a minimum of 24 hours’ notice to cancel a booking by contacting Back2Action in accordance with clause 1.3 above.

1.5 If you cancel a booking by providing sufficient minimum notice and you have made any payment in advance, we will refund these amounts to you, in cash, by card or via credits.

OUR RIGHTS TO CANCEL AND APPLICABLE REFUND

2.1. If we have to cancel your appointment for any reason:

(a) We may have to cancel an appointment due to an event outside our control or the unavailability of the relevant Back2Action professional. We will promptly contact you if this happens.

(b) If we have to cancel an appointment and you have made any payment in advance, we will refund these amounts to you.

(c) Where you have booked a course of appointments and we have to cancel subsequent appointments, we will refund payments pro rata for those appointments which have been cancelled.

INFORMATION ABOUT US AND HOW TO CONTACT US

3.1. Back2Action Ltd, Back2Action Performance Hub, Hallen Village Hall, Sport and Recreation Centre, Moorhouse Lane, Hallen, Bristol, BS10 7RT, 07708186396. If you have any questions or if you have any complaints, please contact us using the information above. You can contact us by telephoning our customer service team at 01179591017 or by emailing us at customersolutions@back2action.co.uk.

3.2. If you wish to contact us in writing, or if any clause in this cancellation policy requires you to give us notice in writing, you can send this to us by email, by hand, or by pre-paid post to Customer Services, Back2Action Ltd, Back2Action Performance Hub, Hallen Village Hall, Sport and Recreation Centre, Moorhouse Lane, Hallen, Bristol, BS10 7RT.. If we have to contact you or give you notice in writing, we will do so by email, by hand, or by pre-paid post to the address you provide to us in the Order