Client Hub
Everything you need to manage appointments, payments, and insurance — in one place.
Client Hub FAQs
Manage an Appointment
How do I cancel or reschedule my appointment?
Cancellations and rescheduling must be completed through your Client Hub or booking platform. Replying to a booking email, SMS reminder or social media message does not cancel or change your appointment.
Sign in to your account, then go to My Diary → Appointments → select your session → Cancel. To reschedule, cancel the existing appointment and then make a new booking.
What's your cancellation policy, and how do refunds work?
Cancel at least 24 hours before your appointment and, where you have prepaid, your session is eligible for a refund. Cancelling your appointment does not automatically process the refund, so you must also submit our Refund Request Form.
Cancellations made within 24 hours and missed appointments are subject to our cancellation and non-attendance policy. See our Terms & Conditions for full details.
I'm running late — what should I do?
Sessions run to schedule, so arriving late may reduce your treatment time, and the full appointment fee still applies. Appointments cannot be extended into the next client’s time.
If you arrive more than 10 minutes late without prior agreement, your appointment may be treated as a missed session.
Why was my session cancelled by the clinic?
Occasionally, we may need to cancel or reschedule an appointment due to clinician illness, venue closure, safety issues, or other unforeseen circumstances. We’ll contact you using the details on your account.
If you prepaid for an appointment that we cancel, any payment due back to you will be returned to your original payment method. Insurance-funded appointments cancelled by One Body LDN will not be billed to your insurer for treatment that did not take place.
Private Health Insurance
Where can I find your therapist provider codes?
Our therapist and clinic provider codes are listed on our Private Health Insurance page.
What is an insurance excess, and how is it paid?
An insurance excess is the amount you must pay yourself before or alongside the amount your insurer covers.
Your insurer decides:
- whether you have an excess;
- how much it is;
- how it is collected.
One Body LDN does not set your excess. We only collect the amount your insurer tells us is due.
Example:
If your policy has a £150 excess, you are responsible for paying up to £150 towards eligible treatment before your insurer covers the remaining amount under your policy.
Your insurer may ask us to collect that amount all at once or across several treatment invoices.
For example, they might instruct us to collect:
Session 1 — £50 from you
Session 2 — £50 from you
Session 3 — £50 from you
Once the £150 excess has been satisfied, later authorised treatment may then be covered by your insurer, subject to the rest of your policy.
This is not an extra One Body LDN charge. It is part of your insurance policy.
If you are unsure what your excess is, how much you have already paid, or why your insurer has applied it, please contact your insurer directly. We cannot see or change the terms of your policy.
Why has my insurer not paid / why have I received an invoice?
One Body LDN does not decide what your insurance policy covers. We act on the information and payment instructions provided by your insurer.
If you have received an invoice, your insurer has determined that some or all of the treatment cost is payable by you, or has not approved the full amount claimed.
Common reasons include:
- a policy excess or member contribution;
- treatment or benefit limits being reached;
- treatment falling outside your policy cover;
- an inactive policy or invalid authorisation;
- a claim being declined or reassessed; or
- information being missing or still awaiting insurer approval.
We cannot change, override or interpret your insurer’s decision. Any amount your insurer confirms is not covered becomes your responsibility to pay in accordance with our Terms.
If you believe the decision is incorrect, do not agree with the amount, or want to understand why it has been applied, you must contact your insurer directly. Only your insurer can explain your policy, review the decision or change what they will cover.
How do I pay an outstanding insurance balance?
Insurance-related balances must be paid using our secure payment link.
If we’ve sent you a payment link by SMS, you can pay directly through it. If you haven’t received one or need a replacement, select “Pay outstanding balance” above and complete the short form.
Payments, Refunds & Documents
When will I receive my receipt or invoice?
Receipts and invoices are issued after your treatment has been completed, not at booking.
You don’t need to request one in advance. If you haven’t received it or need additional information added, use the “Receipt or invoice” form above.
Can I apply a discount code after booking or after my session?
No. Discount codes must be entered at checkout when the eligible booking is made and cannot be applied retrospectively to an existing or completed booking.
Can I reuse a discount code if I cancel and rebook?
No. Promotional codes are limited to one redemption per eligible client. Once the code has been redeemed, cancelling the appointment does not make the code available again for a replacement booking.
My insurer has now approved my claim — can I get a refund for a session I already paid for?
No. Once a session has taken place as self-funded, we do not refund the payment or retrospectively re-bill that session to an insurer.
If your policy allows you to claim reimbursement yourself, you can request a receipt or invoice from us using the “Receipt or invoice” form above.
Why am I being charged before my session?
For appointments, payment is required in advance.
If your appointment has already been confirmed, it remains a Confirmed Booking even if payment is still outstanding. Our normal cancellation and non-attendance policy therefore continues to apply unless the appointment is cancelled or released by One Body LDN.
Why does my in‑clinic session cost less than the online rate, and can I rebook online at the same price?
When you rebook with your therapist in the clinic, we apply a follow‑up rate to that specific appointment as a benefit for booking directly into their diary. This rate only applies at the time of in‑clinic rebooking.
If you later cancel that in‑clinic session and choose to book online instead, the standard online rate applies — in‑clinic follow‑up pricing isn’t transferable to online
bookings or future sessions.
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.
Feedback & Resolution
If something wasn’t right, please tell us here first. This helps us improve and resolve issues properly.