Therapy Stars is a privately-owned physiotherapy company that specialises in the assessment, treatment and management of babies, children and young adults. The practice is based in Penley, Wrexham but covers North East Wales, Cheshire and Shropshire.

Fees

First Time Clients will be asked to pay a non-refundable fee on booking their initial appointment or first package. The amount will depend on the type of appointment/package that has been booked: 

For an Initial assessment, we do ask for a non-refundable fee on booking prior to your first appointment. You can book an initial assessment online, or by contacting the office when you will be sent an invoice. Your appointment will not be confirmed until payment has been received and this must be at least 24 hours prior to an appointment. Any provisional appointments made in the diary will only be held for 24 hours. If payment has not been received within this time, the appointment will be cancelled and made available for others.

For Short-Term Packages for new clients, full payment must be received prior to your first appointment in clinic. 

For Long-Term Packages for new clients, we ask for a manual payment to cover the first month’s payment (this will depend on the size of the package you have selected). Subsequent payments will then be paid via Direct Debit that we will set up with you. Direct Debit contracts will be for 12 months unless otherwise agreed. 

Pay as you Go follow up sessions for all clients, we do ask for full payment at the time of booking to confirm your appointment. Any provisional appointments will only be held for 24 hours. If payment has not been received within this time, the appointment will be cancelled and made available for others

For Existing Clients who are renewing packages, we will contact you with renewal details. Those on Long-Term Packages will need to give 1 months’ notice to either amend or cancel their package otherwise the package will automatically renew. 

Packages of treatment are available at a special price that can be paid in full or as part of a 12-month subscription via Direct Debit. We would recommend this for those wanting regular or a block of treatment sessions. We offer various bespoke packages, so please contact us directly for more information and to discuss your child’s needs. 

For home visits, there is an additional charge for travel from our base (LL13 0LQ) and back. There are also travel time charges for any return travel greater than 30 minutes. This will always be discussed and agreed before your first session. Please contact us for up to date fees. 

Intensive Programmes are also available throughout the year. These require a 25% deposit to secure your Intensive dates. Any date provisionally booked can only be held for 7 days. If the deposit payment has not been received within this time, the dates will automatically be released and made available to other clients. 

The outstanding balance will then be required 30 days prior to your child’s first session. Interest may be added for any late payments of the balance. 

We offer courses of Hydrotherapy throughout the year. Prices of these are dependent on the number of weekly sessions included in the block. To cover the costs of running hydrotherapy we must guarantee that we can fill all spaces available. We ask for full payment to be made at the time of booking. Your space cannot be guaranteed until we have received payment, and places can only be held awaiting full payment for 24 hours. 

Unfortunately, due to high levels of staffing and dependence of numbers in each Hydrotherapy block, payment for the Hydrotherapy courses are non-refundable once the place is booked and confirmed, unless we are able to fill your child’s slot prior to the start of the course.

Admin

Payment

Payments for new clients can be taken via BACS transfer, over the phone or online and are non-refundable. For any “Pay as you go” treatment sessions, payment is required at least 24 hours before the appointment takes place. 

Balance Invoices will be sent via email. Payment can be made via BACS (bank) transfer or debit card via Stripe (for online bookings) prior to the first appointment, or on arrival at that appointment via a card machine in clinic (for existing clients). 

Packages/blocks of treatment can be paid by Direct Debit. A receipted invoice will be issued on request. Any provisional appointments can only be held for 24 hours. If payment is not received, the appointment will be released. 

Payment for Intensive Programmes is due 30 days prior to the start date after an initial 25% deposit. Deposit payments must be received within 7 days for provisional dates made. If payment has not been received within this time, the dates will be released and made available for others. 

Hydrotherapy payments are required on booking to confirm your child’s place. Payments are non-refundable once the place is booked and confirmed unless we can fill your child’s slot prior to the start of the course. Places can only be provisionally held for 24 hours. 

Cancellation 

We do understand that from time-to-time, appointments need to be cancelled or rearranged due to illness or situations beyond your control. However, as a small business we do have to adhere to a strict cancellation policy. 

If you miss a scheduled appointment or cancel with less than 24 hours notice, you will be liable to pay the full cost of the session (including any mileage or travel time if included). If you are subscribed to one of our packages, the missed appointment will be deducted from your package total. 

If you/your child attends an appointment but are unwell, you/they may be refused entry by a member of our staff. You will be liable for the full cost of this appointment. If you have any concerns or queries about attending, please contact our team more than 24 hours prior to your appointment to check if you should proceed. 

Where possible, we will try to be flexible with regards to cancellations within 24 hours. For example, you may be offered a virtual appointment as an alternative to your cancelled face to face session if appropriate. However, if this is not an option, you will be liable for the full session fee. 

Although we will try to avoid it, your therapist may need to cancel a scheduled session. Where possible, we will always attempt to rearrange as soon as possible at a mutually convenient time. 

Intensive Programmes: If we have notice more than 30 days prior to the intensive starting, we are happy to transfer dates of your Intensive for no extra charge as we would hope to fill the open slot from our cancellation list. 

With less than 30 days we would need a Doctor’s letter to confirm your child’s illness/surgery in order to be able transfer your deposit/payment to new dates. Without this, cancellation will incur the full fee. This is because we are unlikely to be able to fill the Intensive slot unfortunately. 

If you/your child has a short term illness just before/during your Intensive, we would try to accommodate your hours as best we could within the time that you are with us. 

Hydrotherapy: If we have notice more than 30 days prior to the hydrotherapy starting, we are happy to transfer the dates of your hydrotherapy sessions to another block of sessions for no extra charge as we would hope to fill the spaces from our waiting list. 

With less than 30 days, cancellation will incur the full fee unless we are able to fill your child’s slot from our waiting list. 

If we do not fill all available hydrotherapy spaces, the whole block may need to be cancelled. We may also have to cancel sessions due to pool maintenance issues. If this is the case, refunds can be issued to clients who have already paid, or we may offer the option to carry over unused sessions to another block booking.

Confidentiality and Data Protection

Any information that you share with us about you or your child will be treated as confidential. We will not share any information with anyone without your permission, except where required by law or if necessary to protect you, your child or someone else. All our record keeping is in adherence with the Data Protection Act 1998. Please see our full privacy policy on our website for more details.