Terms & Conditions

Therapy Appointments

Upon making a booking, you will receive an email confirming all the important details, along with an email reminder 48 hours prior to your appointment. Please check that all information (appointment time, appointment type) is correct.

First appointment bookings will receive a New Patient Form via your confirmation email. Please fill this in prior to your appointment as completion on the day will be part of your appointment time.

Bookings require either a deposit all full payment at the time of booking. Deposits will be used towards the appointment and the remaining balance will be due at the time of your appointment.

Deposits for cancelled appointments will be refunded the Monday after the cancellation.

Pack Purchases

Massage and Pilates blocks are sold in blocks of 5 and 10 or such other combinations as Fix East Village may introduce from time to time and are valid for a period of 6 and 12 months respectively, from the date of purchase unless stated otherwise. Fees are non-refundable and there is no cash alternative. Packs purchased are a contract with Fix East Village and not with any specific therapist and not liable for refund if preferred therapist is unavailable.

If you pay upfront and credit your account ahead of carrying out treatment, that credit will remain valid for one year from the date of transaction. Credit Remaining on your account after this time will be written off and cannot be claimed.

Only the named purchaser may use a purchased class credit or pack.

Cancellations & Late Cancellation Policy: 24 HOURS

Fix East Village operates a 24h cancellation policy whereby any booked sessions must be changed, rescheduled or cancelled at least 24 hours before the scheduled start time.

You are able to cancel appointments yourself online via your appointment confirmation email, via direct email to the clinic or over the telephone. Voice messages are not accepted.

Your cancellation will be confirmed via email. If you have not received a cancellation email, then your appointment with us has not been cancelled and we will follow our usual fee collection for a late cancellation or no show.

If you need to cancel your appointment at short notice because of recent viral illness symptoms, a long-term medical condition which varies from day to day, or because you are more than 37 weeks pregnant, then we shall discuss the cost implications on a case-by-case basis.

Late Arrivals: Please arrive a few minutes prior to the start of your appointment time. If you need to arrive later or leave earlier, it is your discretion to do so, but time will not be made up by overrunning or adding time to subsequent appointments.

Confidentiality

All client information and clinical records will be safeguarded by Fix East Village and will remain confidential. Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent.

Consultations and client treatment details will not be discussed with anyone other than the client, unless the client is under the age of 18 or has a care worker or guardian.

In order to prevent unauthorised access or disclosure, we employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We have also put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. We will retain your information for a reasonable period or as long as the law requires.

Each practitioner working for Fix East Village will have access to these records only for the duration of their contract with Fix East Village, and solely for the purpose of providing you with the most appropriate treatment.

Health & Safety

All practitioners at Fix East Village are qualified and hold professional and public indemnity insurance, for the services that they provide.

Due to the nature of hands-on physiotherapy, and the need for close contact, all Fix East Village practitioners will maintain a high standard of personal hygiene and clients are asked to ensure that they also maintain a high standard of personal hygiene.

If a practitioner is unwell, suffering from a cold or virus, infection or general ill health, they will not be allowed to work due to the risks of cross contamination. This may result in Fix East Village contacting you to inform you of the issue at the earliest opportunity to make suitable alternative arrangements.

Clients are asked not to attend an appointment if they are unwell, suffering from a cold or virus, infection or general ill health. Please contact the studio you are booked in at the earliest opportunity to rearrange your appointment. If you are unwell and contact us to inform us of your illness and choose to cancel without rescheduling, charges may still apply.

Fix East Village, including the practitioners, will not be held responsible for the loss or damage of personal items during your time at the Fix East Village premises.

Fix East Village holds the right to refuse any treatment if a client is physically or verbally abusive towards any practitioner or staff, or demonstrates inappropriate, aggressive or sexual behaviour. Such behaviour may result in a partial or total ban from Fix East Village and may also result in criminal proceedings.

Disclaimer

The client has a duty to provide accurate and true medical and personal information, to the best of their knowledge, and to keep Fix East Village up to date with details of any medication, symptoms, medical concerns or treatments they are having investigated or undergoing treatment for.

All practitioners at Fix East Village may refuse to treat any client or part of their body with just and reasonable cause. Ten Health & Fitness reserves the right to terminate any appointment at any time if they believe that it is not safe or in the client’s best interest to continue. Likewise, the client has the right to refuse, modify or terminate treatment at any time, regardless of prior consent given.