Client Hub
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Manage Bookings
This is the only way to manage your appointments.
- All bookings, cancellations, and changes must be managed online via our booking platform.
- Appointments cannot be moved. If you need a different time or date, please cancel your existing session and book a new one.
- Requests sent by email or SMS are not actioned and do not change your appointment.
To change your booking on the booking platform:
- Click My Diary (top menu)
- Click the Appointments box at the top
- Select your appointment and cancel it
- Go back to Book an Appointment to book a new slot
Locked out of your Account?
Enter your details and we’ll send reset instructions to the email address registered on your account.
Receipts & Invoices
What our receipts and invoices include
All receipts and invoices contain:
- Service provided
- Treating clinician’s name and professional qualification
- Treatment date and clinic location
- Your full name and address (if you have submitted these)
These details are required by insurers and employers and are already included on all official documents we issue.
- Important: timing of receipts
For most insurance or employer claims, you’ll need a receipt (proof of payment). Receipts are issued after treatment completion, not at the time of booking. Invoices are issued only when payment is due (e.g., corporate billing).Â
This is standard practice across healthcare and insurance providers and helps prevent fraudulent or inaccurate claims.
Please note: the automatic payment confirmation received at the time of booking is not the official insurer-compliant receipt. Your full itemised receipt will be issued after your appointment. There is no need to request this in advance.
Request a Receipt or Invoice
Please complete the form below. Incomplete or incorrect details may delay processing.
Submit or Update Your Insurance Details
Use this section to submit new or updated insurance information, including authorisation codes. Providing accurate insurance details upfront helps avoid delays, rejected claims, and invoices being transferred to you.
All Insurances Accepted
Exercises / Physitrack Support
If it’s been more than 3 days, or you’re having trouble accessing your exercises, please complete the form below and we’ll resolve it for you.
Client Hub FAQs
Appointments & Bookings
How do I cancel or change my appointment?
All bookings, cancellations, and changes must be completed online only via your booking account. In your account, appointments cannot be moved — if you need a different time or date, you must cancel your existing session and book a new one.
Requests sent by email or SMS are not actioned.
To change your booking on the booking platform:
- Click My Diary (top menu)
- Click the Appointments box at the top
- Select your appointment and cancel it
- Go back to Book an Appointment to book a new slot
I’m running late — what should I do?
All sessions run strictly to schedule.
Arriving late will reduce your treatment time, and the full fee still applies.
Sessions cannot be extended into the next appointment.
What is your session cancellation policy?
We operate a strict 24-hour cancellation policy across all bookings.
Appointments cancelled or rescheduled with at least 24 hours’ notice will retain their full value and can be rebooked without penalty.
Appointments cancelled with less than 24 hours’ notice, or missed without notice, are charged in full, and the session credit is forfeited. This policy is industry standard and helps protect clinicians’ time and ensure availability for other patients.
The 24-hour policy applies to all appointments.Â
We recommend rescheduling as soon as possible if your plans change. This can be done directly via our booking platform.
Can I cancel or reschedule by replying to emails or texts?
No. Replies are not monitored, and replying does not cancel or change your appointment.
Your session remains booked until it is cancelled online in your account.
To manage your booking on the booking platform:
- Click My Diary (top menu)
- Click the Appointments box at the top
- Select your appointment and cancel it
- Go back to Book an Appointment to book a new slot
I’ve forgotten my login details or been locked out — how do I access my account?
Use the account reset form in the Client Hub.
Reset instructions will be sent to the email address registered on your account.
Please allow 24 hours for the reset email to arrive.
Why was my session cancelled?
Sessions may be cancelled for the following reasons:
Outstanding insurance balances
If payment is not received within 7 days, all future appointments are cancelled in line with our policy.
Clinic cancellations
Occasionally, cancellations may occur due to:
- Therapist illness or emergency absence
- Unexpected clinic venue closure (e.g. building maintenance, access issues, emergency repairs)
- Safety concerns
- Operational or unforeseen circumstances outside our control
If a session is cancelled by the clinic:
- You will always be contacted using the details on your account.
- Self-paying clients: A full refund will be processed to your original payment method. Please allow 5–7 working days for the funds to appear, in line with standard Stripe processing times.
- Private Health Insurance clients: Your session allocation will be reinstated. You will not lose a session.
Insurance & Payments
Do you accept private health insurance?
Yes, we work with all major private health insurers.
You are responsible for obtaining authorisation codes and paying any excess or shortfall.
Your insurer decides what is covered — not the clinic.
Insurance details can be submitted via the insurance details section.
Where can I find your therapist provider codes?
Our therapist and location provider codes and IDs are all located on our dedicated Private Health Insurance page.
When will I receive my receipt or invoice?
Receipts and invoices are issued after your treatment has been completed, not at the time of booking.
This is standard practice across healthcare and insurance providers and helps prevent inaccurate or fraudulent claims. Pre-treatment documents cannot be issued.
Insurers may request a receipt, an invoice, or both, depending on your policy and claim type.
If you have specific requests, once treatment is complete, you must submit them via the Receipts & Invoices form. Please allow up to 3 working days after submitting the form for documents to be issued.
Requests sent by email cannot be processed.
Why has my insurer not paid / why am I being billed?
Insurers may partially pay or decline claims due to policy excesses, benefit limits, or policy rules.
Insurers notify both the clinic and the patient of these decisions.
Any unpaid balance becomes the patient’s responsibility.
We are unable to override or change insurer decisions.
I’ve just paid, but I’m still being chased — why?
Payments made via the secure SMS link can take up to 2 working days to appear on your account.
If you’ve paid recently, please allow this time for the balance to update.
Why have I received an invoice for insurance-related charges?
Your insurance provider has reviewed your claim and confirmed directly to us that some or all of the treatment is not covered under your policy and must be paid by you.
Common reasons include:
• A policy excess or member contribution
• Benefit limits being reached or insufficient remaining cover
• Treatment not covered under your policy terms
• Claim reassessment or contractual limits
• Policy inactive at the time of treatment
• Claim pending or awaiting insurer information
In all cases, insurers advise that any unpaid balance is the patient’s responsibility.
Please be assured that we do not raise or transfer invoices without first verifying the insurer’s decision directly with them.
This invoice has been issued strictly under your insurer’s instruction.
If you wish to question this decision, please contact your insurer directly.
Why does my invoice show more than I expected?
There are two common reasons:
- Late payment charges
If an invoice remains unpaid beyond the agreed payment period, additional charges or interest may be applied in line with our payment terms. - Insurance shortfalls or non-payment
If late payment charges do not apply, the difference is usually due to your insurer not covering part of the treatment.
In these cases, the insurer has instructed us to bill you directly.
We do not raise or adjust invoices without first verifying the insurer’s decision.
For insurance-related queries, please contact your insurer directly.
What is an insurance excess, and how is it paid?
An excess is a pre-agreed amount on your policy that you are responsible for paying, as instructed by your insurer.
We collect excess payments only under direct instruction from your insurance provider.
How this usually works:
- Example excess: £150
- Your insurer pays £50 per physiotherapy session
- Over 3 sessions, they instruct us to bill you £50 per session until the £150 excess is paid. We will send a £50 bill each time — not a single £150 bill.
- Once the excess is cleared, further authorised sessions may be covered in full.
We are not charging session fees — we are simply collecting the excess agreed within your policy.
We do not raise or transfer invoices without first verifying this with your insurer.
Why am I being billed for insurance payments I thought were covered?
Your insurer has confirmed that part or all of the treatment is not covered under your policy.
This decision is made by your insurer, not the clinic.
We are acting solely on their confirmed instructions and cannot override these decisions.
If you believe this is incorrect, please contact your insurer directly.
How do I pay an outstanding insurance balance?
Payment must be made using the secure payment link sent to you by SMS.
This is the only accepted payment method for insurance-related balances.
Please allow up to 2 working days for the balance to update after payment.
Exercises & Aftercare
When will I receive my exercise programme?
Exercise programmes are usually sent within 3 days after your session.
They are not always sent on the same day as treatment.
If you haven’t received your exercises after 3 days, please let us know via the Exercises / Physitrack support form.Â
There’s no need to contact your therapist directly.
Feedback & Concerns
What should I do if something wasn’t right with my session?
If something didn’t feel right, we encourage you to raise it privately so it can be reviewed properly.
Please use the feedback form in the Client Hub.
This form is not for booking changes or insurance decisions.
We’ll review your submission and respond within the stated timeframe.
Feedback & Resolution
If something wasn’t right, please tell us here first. This helps us improve and resolve issues properly.