The Health Lodge - TERMS & CONDITIONS

Information is correct as of March 2021 and is subject to change without notification.

Cancellation Policy 

An appointment is a personal amount of time reserved exclusively for you.

If you need to reschedule or cancel an appointment, the Practice requires a minimum of 24 hours’ notice to enable us to offer your appointment to another patient, otherwise a cancellation fee for the full price of your treatment will be charged.


Pricing Policy

Payment is due immediately after each appointment, by cash or card payment unless you have a prior or specific arrangement with the Practice. 

Occasionally, treatment may not be appropriate and medical, or another referral is needed. This would be discussed with you during your appointment. We reserve the right to charge on a pro-rata basis if a consultation is curtailed for any reason.

Should we need to write a medical report for insurance, solicitor, or referral purposes, we reserve the right to charge on a time and materials basis.

In line with the 2021 financial year, all patients will be charged at the set Practice rate, irrespective of any previous discounts that have been agreed. This will come into effect from 1st April 2021. 



Patient progress, outcomes in addition to the type and duration of treatment will vary between individual patients.
Your patient treatment plan is specific and tailored to you, it is a partnership between you and the Practitioner/Therapists.
You will be advised to undertake a programme of exercises as part of your treatment plan which will aid and enhance your healing experience. It is highly advised that you follow through with the exercise programme as not adhering to these exercises or advice may result in your treatment plan needing to be extended to achieve your goals.
All treatments are deemed to be non-refundable. This does not affect your statutory rights.


Plans and Account Credit

Any credit added to a patient account in the form of a plan or otherwise, must be used within 12 months of the payment date, otherwise it will expire. 


Plan Payment Schedule

Patients may start on pay-as-you-go basis for up to 3 visits before deciding as to whether they would like to take advantage of a plan. The full price for treatment received during these 3 visits will be charged during this period, however all amounts paid will be deducted from the upfront plan payment or first instalment.


To take advantage of the Upfront plan cost then the plan value must be paid in full in one payment. It may be divided between payment types (cash or card). If partial payment is made, it will be classified as instalment payments and be charged under the instalment rates.


Instalments will be paid based on plan duration. 

  • For 13 visit plans, payment will be taken on 1st appointment (or when decision is made) and second instalment will be taken on 7th visit. 
  • For 24 visit plans, payment will be taken on 1st appointment (or when decision is made), second payment will be taken on 7th appointment, and third payment will be taken on 15th appointment.


Cancellation of a Plan
The discounted plans that we offer are based upon the patient completing all sessions in their plan. If you wish to discontinue your treatment during any stage of your plan, then you must inform the Practice Manager in writing via email at – info@thehealthlodgepractice.com
Any unpaid or overdue amounts will be due in full on the date of the termination notification. All prices will be adjusted to full price upon termination notification.

The refund value will be calculated by multiplying the treatments received by the full price of the treatment, which will then be deducted from the funds which you paid on signing up. We will transfer the refund of any remaining balance directly to your bank account within 5 working days from receipt of your written request to cancel. You will only be eligible for a refund within 6 months of your initial investment. Refund requests outside of this 6-month period will not be acknowledged.


Please ensure you include your bank details so that we can arrange for any refunds or payments to be made.


Products and Refunds 

Should you wish to return an item then the product must be returned undamaged and unused with all original packaging and labels, unless it is fault.
Where a product has been specially ordered for you, unless faulty, we are unable to refund or offer an exchange. We are unable to accept cancellations for these orders, unless within 48 hours of the order being placed. This does not affect your statutory rights.



The staff and Practitioners at The Health Lodge are committed to you and your health, by providing a friendly, professional, and high-quality service to all our patients.
Should you have an experience that you are not satisfied with then we would like to know about it.
If you have a complaint please contact the Practice Manager, Marzia Tomasevic, at the Practice on 020 8848 8787 or email marzia@thehealthlodgepractice.co.uk.
All complaints will be treated in total confidence.


Testimonials from our patients are very much appreciated. Please note that any testimonials displayed on our website or social media posts are the views and experiences of individual patients. 


Gift Vouchers

Gift vouchers may be purchased from the Practice for a set amount or treatment value. If the voucher value is less than the cost of the booked treatment the balance may be paid by cash or card. Gift vouchers are valid for 12 months from the date of purchase. Gift vouchers may be emailed to the buyer or recipient, sent by 2nd class post or collected in person from the Practice.


Birthday Vouchers

The Health Lodge patients who are subscribed to our digital mailing list will receive a voucher on their birthday for a reduced-price Massage. This voucher is for the use of the recipient only and is not transferrable. This voucher may only be redeemed against the treatment stated on the voucher. The treatment will be charged at the rate which is applicable on the date the voucher is received. The voucher is valid for 6 months from the date it is received (i.e., the recipient’s birthday).