Policies

Missed Appointment and Late Cancellation Payment Policy

At Braintree Podiatry, we value the time of our clinicians and clients and strive to provide quality healthcare services in a timely manner. We understand that missed appointments and late cancellations can cause inconvenience not only to our clinicians but also to other clients waiting for an appointment. At the practice, we aid to support our clients in remembering their appointments through our email service which provides a confirmation email at the time of booking, and a reminder 2 days prior to an upcoming appointment. Additionally, appointment cards are also available for our clients at the time of booking. However, it is ultimately the responsibility of our clients to ensure they record and remember their appointment. Therefore, we have a clear policy regarding missed appointments and late cancellations, which we kindly request our clients follow. 

Appointment cancellation

When you book an appointment, you reserve a spot on our calendar that is no longer available to other clients. We require a minimum of 24 hours notice for all cancellations so that we can allocate the time to someone else. As appointments are in high demand, your advance notice will enable another client to access this appointment.

How to cancel your appointment

 If you need to cancel your appointment, kindly call our reception team at 01376 343891 between 08:30 - 17:30 Monday to Friday. Please note that we are closed for lunch from 12:30 - 13:30 pm.

If a member of the reception team is unavailable at the time of your call, please leave a voice message so that we are able to acknowledge your cancellation, and we will return your call as soon as possible to offer a new appointment. Please note, the email reminders are sent from a 'no-reply' email address, which means that replying directly to these emails does not reach our team - if unable to phone regarding your cancellation, please email info@braintreepodiatry.com.

Late cancellations/missed appointments

 A cancellation is deemed late when an appointment is cancelled less than 24 hours’ before the appointment time. A missed appointment is when a client fails to attend an appointment without prior cancellation. In either case, we will charge the client 50% of the appointment fee in the first instance, and 100% of the appointment fee in any further instances.

New clients

When booking an appointment, we kindly request that new clients pay a deposit of 50% over the phone. This deposit is non-refundable in case of missed appointments or late cancellations. We ask that you provide at least 24 hours’ notice if you need to cancel your appointment. If you do need to cancel, please inform us before the 24-hour notice window, and we will be happy to either issue you a refund or apply the deposit towards a rescheduled appointment.

Existing clients

If you miss your appointment or make a late cancellation, we kindly request that you make payment over the phone when you speak to a member of our reception team. Alternatively, we can arrange payment before you see the clinician at your next appointment.