Phoenix Health Hub Ltd
Last updated: 16/10/2025

At Phoenix Health Hub, we aim to deliver the highest standard of care and service. We understand that circumstances can change, and we want to make our cancellation and refund process as straightforward and fair as possible.

1. Cancelling or Rescheduling Appointments

We kindly ask for at least 24 hours' notice for chiropractic/ physiotherapy and nutrition appointments and at least 48 hours' notice for massage appointments, if you wish to cancel or reschedule your appointment. This allows us to offer your appointment to another patient in need of care as we are often fully booked.

 

    • Cancellations for chiropractic/ physiotherapy and nutrition with more than 24 hours’ notice: No charge applies
    • Cancellations for massages with more than 48 hours’ notice: No charge applies
    • Cancellations with less than 24 hours’ notice (chiro / physio and nutrition) and 48 hours' notice (massage)  or missed appointments: A cancellation fee up to the full appointment cost may be charged at the clinic managements discretion.

2. Refunds for Prepaid Packages or Plans

We offer multi-session treatment packages at a discounted rate. If you decide not to continue with your package, we will refund any unused sessions on the following basis:

Refunds are calculated as:
Total paid for the package minus the number of sessions used, charged at the package price.

You are free to cancel your package or direct debit at any time and request a refund for any unused credit.

3. How to Request a Refund

To request a refund, please contact our Practice Manager in writing:

pm@phoenixhealthhub.co.uk
Phoenix Health Hub, 79–81 High Street, Uckfield, East Sussex, TN22 1AS

Please include:

    • Your full name
    • Contact information
    • Details of the refund request (e.g. type of plan/package, number of sessions used)

Refunds will usually be processed using the original payment method within 7–10 working days once approved.

4. Non-Refundable Items

Please note that the following items are non-refundable:

    • Completed appointments or treatments
    • Custom-made products (e.g. orthotics), once ordered or manufactured
    • Gift vouchers (unless required by law)

5. Exceptional Circumstances

We understand that unexpected situations may arise. In the case of medical emergencies, bereavement, or other exceptional circumstances, please get in touch – we will review each case compassionately and may offer a full or partial refund at our discretion.