Booking Terms: Appointments

Physiotherapy, private Pilates, & sports massage appointments are supplied by ANIMATED PHYSIOTHERAPY LTD subject for the following terms.

In these terms, “we”/”us”/”our” means Animated Physiotherapy Ltd, and “you”/”your”/”yours” means you, the client.

These terms, together with our booking confirmation (which you will receive via email) constitute the contract (“The Contract”) between us for the supply of our services to you.  The Contract shall not be varied in any way whatsoever unless agreed in advance in writing between the parties.

Booking and Payment

Booking for all appointments is online via our booking system, for which we use Acuity Scheduling.  Our online booking system shows the availability and price of appointments on the date and time you select.  This is a real time view of our diary & availability.  This can rapidly change, so if there is not a time available to suit you, it is worth checking back later to see if an appointment slot has become available.

Appointments are only confirmed when full payment has been made.  Our Pilates Powerhouse Membership allows you a 10% discount off appointment bookings.  If you are using a coupon code it is your responsibility to enter that code at your time of booking to apply your discount.

You can pay for your appointment using credit or debit card through our online system, or through the Acuity Scheduling app.

Please read the information below on cancellations and refunds.

Amending Bookings

You may change the date and time of your booking 48 hours or more before the time of the booked session.  You can change your booking either via your online account, through the Acuity Scheduling app, or via your booking email.

Cancellations, Refunds & Missed Appointments

We operate a strict 48 hour cancellation policy on appointment bookings.  If you need to cancel or rebook your appointment, you must do this yourself through either your Acuity Scheduling account, or via your booking email, up until 48 hours prior to the appointment.  Appointments cannot be cancelled or rescheduled less than 48 hours before the appointment start time.  If you cancel within 48 hours of your booked appointment, your booking cannot be refunded. If availability allows, at managers discretion, your appointment may be able to be rescheduled incurring a £20 admin fee.

You are responsible for checking the details of your booking at each stage of the booking and payment process.

We are sorry but missed appointments are not refundable. 48 hours notice is required for you to cancel or reschedule your appointment and receive a refund.

Unforeseen changes to our timetable

Our appointments are available to book 6 weeks in advance.  If, due to unforeseen circumstances, (such as staff sickness) we have to cancel your appointment at short notice, we will inform you as early as possible.  In this circumstance, you will be given the opportunity to transfer your booking to an alternative day and time to suit you.

Health and Safety

It is your responsibility to inform our staff during your appointment if you have any health condition or injury that may affect you during your appointment.  If you are in any doubt about your health, you should consult your GP.

Please note we do not have wheelchair access to our studio.

Behaviour in your appointment

We request that you dress appropriately for your appointment in shorts, leggings or jogging bottoms, and vests, jumpers or tshirts.  If you need an injury assessing which is covered by your clothes, please choose to wear something that allows you to easily expose the area (for example do not wear jeans if you are coming to see us for a knee problem, make sure you bring or wear a pair of shorts).

Please be respectful to our staff at all times during your appointment.

We ask that whenever possible you arrive on time.  If you arrive late we will have to cut your appointment time short to allow us to see our next booking on time.

Children and Young Adults

We provide physiotherapy appointments for children and young adults, and we do not have a set minimum age.

Well behaved children are welcome to sit either in reception or in the studio during your appointment.  Please be aware that bringing your child / children is at your own risk, and any damage must be paid for.

Personal Belongings

We are not responsible for any loss or damage to your possessions regardless of the reason.


Animated Physiotherapy Ltd is committed to keeping our clients and staff as safe as possible during their time with us.  It is imperative that you only attend when it is safe for you to do so, and follow our Covid-19 safeguarding rules, which are displayed throughout the premises.  As all adults can now take free lateral flow tests twice weekly, we ask that whenever possible you please complete a test prior to your appointment to ensure we are operating as safely as possible.  Our 48 hour cancellation policy applies under any circumstances. If you cancel within 48 hours of your booked appointment, your booking cannot be refunded. If availability allows, at managers discretion, your appointment may be able to be rescheduled incurring a £20 admin fee.