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Refund Policy

Surrey Cardiac Rehab is committed to providing high-quality, professional physiotherapy and cardiac rehabilitation services. This Refund Policy outlines the circumstances in which refunds may be provided.

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1. Appointments and Services

Physiotherapy and cardiac rehabilitation services are delivered on a time-reserved and professional-service basis. As such, refunds are not routinely offered for services that have already been provided.

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2. Missed and Cancelled Appointments

  • Appointments cancelled with at least 24 hours’ notice will not be charged and any pre-paid fees will be credited or refunded.
     

  • Appointments cancelled with less than 24 hours’ notice, or missed without notice, are not eligible for a refund, except in exceptional circumstances.
     

Exceptional circumstances may include sudden illness or emergency and will be considered at our discretion.

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3. Pre-Paid Packages and Programmes

Where services are purchased as part of a pre-paid package or programme:

  • Fees are refundable only for unused sessions
     

  • Any sessions already attended will be deducted at the standard session rate
     

  • Refunds may be subject to an administrative charge
     

Surrey Cardiac Rehab reserves the right to refuse a refund for partially completed programmes where services have already commenced, unless required by law.

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4. Clinical Unsuitability

If it is determined, following assessment, that physiotherapy or cardiac rehabilitation is not clinically appropriate or safe to continue:

  • Any unused pre-paid sessions may be refunded
     

  • An initial assessment or consultation fee may still apply
     

 

5. Change of Circumstances

Refunds requested due to changes in personal circumstances (e.g. change of schedule, relocation) are not guaranteed and will be considered on a case-by-case basis.

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6. Payment Errors

If an error has been made in billing or payment processing, we will correct this promptly and issue a refund where appropriate.

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7. Method and Timing of Refunds

Approved refunds will be processed using the original payment method wherever possible and typically within 1-10 working days.

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8. Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.

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9. Contact

If you wish to request a refund or discuss this policy, please contact Surrey Cardiac Rehab using the details provided on our website.

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Last updated: 16 Jan 2026

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