We reserve dedicated clinical time for every patient. This policy helps us protect that time, keep appointments running smoothly and offer cancelled appointments to other patients where possible.
If a patient does not attend an appointment and has not given us notice, the booking deposit will be retained and will not be credited towards a future appointment. A new deposit will be required before another appointment is booked. Sands End may require a higher deposit or advance payment following repeated non-attendance. This is subject to the Exceptional Circumstances section below.
Patients who arrive late may have their appointment shortened or rescheduled if there is not enough time remaining to provide treatment safely, properly and without unfairly delaying subsequent patients.
Where there is a pattern of late cancellations, repeated changes at short notice or non-attendance, Sands End may, at its discretion, require a higher booking deposit or advance payment before accepting further bookings. Any such requirement will be proportionate to the appointment and the patient’s booking history.
We understand that genuine emergencies and exceptional circumstances occur. Where appropriate, we will consider these reasonably and on a case-by-case basis.
Longer, higher-value or multi-visit treatment plans may have treatment-specific deposit, staged-payment or cancellation arrangements. These will be explained before treatment is booked and may differ from the standard £30 deposit.
If Sands End needs to cancel an appointment and an appropriate alternative cannot be arranged, any booking deposit will remain available as account credit or can be refunded on request.
Members are not normally required to pay a separate £30 booking deposit for routine appointments included within their membership plan. This does not prevent Sands End from requiring a separate or higher booking deposit for treatment that is not included within the membership plan, including longer, higher-value or multi-visit treatment.
Where a member cancels an appointment with less than 48 hours’ notice or does not attend without notice, a £30 late-cancellation/non-attendance charge will normally apply.
The charge may be collected using the member’s usual payment method, added to a future payment where the applicable payment arrangements permit, or requested separately. We will notify the member of the charge before collection. Genuine emergencies and exceptional circumstances will be considered reasonably on a case-by-case basis.
A late cancellation or non-attendance does not ordinarily use up the member’s underlying included appointment entitlement, provided the appointment is subsequently rebooked and used within the applicable membership period.
Following repeated late cancellations or non-attendance, Sands End may require a booking deposit or advance payment before accepting further appointments.
Questions? Please contact the Sands End team before your appointment if you are unsure whether a deposit or treatment-specific booking condition applies.
This policy may be updated from time to time. The version in force at the time of booking will apply, subject to applicable law and any treatment-specific terms agreed with you.
