Therapy Stars Terms and Conditions

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 deposit 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 or a paid in full Short-Term Packages for new clients we do ask for a non-refundable deposit of £100 on booking. The balance can then be paid either prior to your first appointment or when you arrive in clinic for the first appointment (via debit card). 

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. 

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. 

For Existing Clients who are renewing packages we will contact you will renewal details. 

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 is 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. The outstanding balance will then be required 30 days prior to your child’s first session. 

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. 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

Record keeping, written advice and an initial home exercise programme are included in the fee for an assessment/treatment. General liaison including email/phone calls is also included in the fee, unless longer than 30 mins when it will be charged at our hourly rate pro rata. Formal written letters/reports and attendance at meetings will be charged at our hourly rate pro rata. These will only be undertaken with prior parental agreement. 

Payment

Deposit Payments for new clients can be taken over the phone 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 prior to the first appointment, or on arrival at that appointment via a card machine in the clinic. 

Packages/blocks of treatment can be paid by Direct Debit. A receipted invoice will be issued on request. All payment must be settled within 7 days of receipt of an invoice. 

Payment for Intensive Programmes is due 30 days prior to the start date after an initial 25% deposit. 

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. 

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. 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 black may need to be cancelled. We may also have to cancel sessions do 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.