Legal Policies
Emma Frazier Physio & Pilates Policies
1. Booking
- All our bookings are powered through Acuity Scheduling.
- All payments for bookings are taken through Acuity Scheduling and Stripe.
- Upon making a booking, you will receive an email confirming the date and time. Please check that all information is correct.
- There are options to create an account with Acuity Scheduling to allow you to view, reschedule and cancel bookings.
2. Block purchase and gift card validity
- Classes and private/semi-private appointments can be booked as drop-in or in blocks of 5 or 10.
- Blocks of 5 are valid for 2 months and blocks of 10 for 4 months from the date of purchase, unless stated otherwise.
- Gift cards are valid for 6 months from the date of issue and cannot be exchanged for cash or refunds.
3. Cancellation
- All appointments and classes must be prepaid and clients agree to our cancellation policy at the time of booking.
- We allow every client one late cancel without charge (the credit is returned to your account for future use).
- Physiotherapy, Pilates and S&C appointments: early cancel (over 24 hours before) — full refund to your payment card; late cancel (less than 24 hours before) or no-show — no refund.
- Classes: early cancel (over 12 hours before) — full refund to your payment card; late cancel (less than 12 hours before) or no-show — no refund.
4. Governance and professional responsibilities
- The Chartered Society of Physiotherapy (CSP) is the professional body for physiotherapy in the UK.
- As a physiotherapy-led business, we follow the CSP's Code of Members' Professional Values and Behaviours.
- All our physiotherapists are registered with the Health & Care Professions Council (HCPC) and follow its standards of conduct, performance, ethics and proficiency.
5. Covid-19
- As a healthcare provider we follow official UK government Covid-19 guidance and best practices for infection prevention and control (IPC), supported by the HCPC IPC standards.
6. Promotions
- Emma Frazier Physio & Pilates may from time to time run promotions, competitions, prize draws and/or any other form of promotion.
- The type of promotion, and any additional terms (participation, opening and closing times/dates), will be described in the Specific Promotional Terms. Please follow those instructions to participate.
- The Promotional Period runs from the start to the end date/time indicated in the relevant Specific Promotional Terms. In the absence of express dates, it runs until the promotion is withdrawn by us.
- Participation is voluntary. Unless otherwise indicated: (a) entry may be used only once; and (b) any prize is non-exchangeable and non-transferable.
7. Retreat cancellation policy & payment terms
Payment. By booking and paying for the retreat you agree to these terms and conditions.
Cancellations.
- Over 30 days from the retreat start date: fully refundable, free cancellation.
- 0–30 days from the retreat start date: non-refundable.
- Get in touch early if you need to cancel — we will do our best to re-sell your place and, if we can, provide a full refund or help you move to another retreat date.
- Refunds cannot be made if your transport (e.g. train/air) is cancelled, or for no-shows.
- We reserve the right to cancel or postpone a retreat in exceptional circumstances, if minimum numbers are not met, or in case of Force Majeure. If postponed, we will transfer your payment to alternative dates; if you cannot attend, you can transfer to a different retreat or keep your payment as credit (no expiry).
- If a retreat is going ahead but you decide to cancel, the normal cancellation fees and timeframes above apply.
Insurance. We strongly recommend full travel insurance covering cancellations, delays, curtailment, medical expenses and personal belongings.
Other. Please tell us in advance about any dietary requirements (at the time of booking or at least 30 days before the retreat) so we can cater for your needs.
8. Contact us
If you have questions regarding these Policies, please contact us at emma@emmafrazier.co.uk.
