British Footcare Group™
CANCELLATION, NON-ATTENDANCE,
TREATMENT PLAN & PAYMENT POLICY
British Footcare Group | FOOT CARE
Effective Date: 11 June 2022
Introduction
At British Footcare Group, appointments are reserved exclusively for individual patients. Every appointment requires the allocation of clinician time, treatment room availability, administrative resources and appointment capacity.
As with all healthcare providers, missed appointments, late cancellations and unpaid services reduce appointment availability for other patients seeking treatment.
This policy explains how British Footcare Group manages appointments, cancellations, non-attendance, treatment plans, unpaid balances and debt recovery.
By booking an appointment, purchasing a treatment plan, attending a consultation, receiving treatment, purchasing products or otherwise using services provided by British Footcare Group, you agree to the terms of this policy.
Appointment Reminders
Whilst the Company may, from time to time, provide appointment reminder services such as SMS messages, emails, telephone calls or other forms of communication, these services are offered as a courtesy only and are not guaranteed.
It is the responsibility of the patient to make appropriate arrangements to remember and attend any appointment they have booked. Patients should record appointment details in a diary, calendar, mobile phone or other reminder system of their choosing at the time of booking.
The absence of a reminder message, email, telephone call, voicemail or SMS does not relieve a patient of their responsibility to attend their scheduled appointment. Reminder services may occasionally be unavailable due to staffing levels, technical issues, system failures, incorrect contact information or other circumstances beyond the Company's control.
Where a patient fails to attend an appointment, arrives too late for treatment to be provided, or cancels with less than 24 hours' notice, the Company's Cancellation, Non-Attendance and Non-Payment Policy will apply regardless of whether a reminder was received.
For the avoidance of doubt, not receiving an appointment reminder is not considered a valid reason for waiving, disputing or refusing payment of a missed appointment charge. The contractual appointment booking remains the responsibility of the patient from the time the appointment is made.
By booking an appointment with British Footcare Group, patients acknowledge and accept that responsibility for remembering and attending appointments rests with them and not with the Company.
1. Appointment Bookings
When an appointment is booked, that appointment slot is reserved exclusively for the named patient.
Patients are responsible for:
· Providing accurate contact details.
· Updating contact information when it changes.
· Attending appointments on time.
· Cancelling appointments they can no longer attend.
· Ensuring payment arrangements have been made where applicable.
Appointments may be cancelled by:
· Telephone.
· Voicemail.
· Email.
· Website contact forms.
· Any other communication method accepted by British Footcare Group.
Patients should ensure cancellation requests have been successfully received.
2. Late Cancellations
A Late Cancellation is any appointment cancelled with less than 24 hours’ notice before the scheduled appointment time.
Where less than 24 hours’ notice is provided, British Footcare Group reserves the right to:
· Apply a late cancellation fee.
· Deduct an appointment from a treatment plan.
· Require advance payment for future bookings.
· Restrict future bookings.
· Suspend access to discounted treatment plans and promotions.
Appointments cancelled with less than 24 hours’ notice are often impossible to reallocate to another patient.
Accordingly, charges may still apply even where a future appointment is subsequently booked.
3. Non-Attendance (DNA: Did Not Attend)
An appointment may be recorded as a DNA (Did Not Attend) where:
· A patient fails to attend.
· A patient arrives too late for treatment to proceed.
· A patient leaves before treatment begins.
· A patient is unavailable for a booked remote consultation.
· A patient refuses treatment after appointment time has been reserved.
Where an appointment is recorded as a DNA, British Footcare Group reserves the right to:
· Apply the standard appointment charge.
· Deduct the appointment from a treatment plan.
· Require future appointments to be prepaid.
· Restrict future bookings.
Clinical appointment time remains chargeable because clinician availability and clinic resources have already been reserved and could otherwise have been allocated to another patient.
4. Treatment Plans & Prepaid Packages
British Footcare Group may offer treatment plans, prepaid appointment packages and promotional care plans.
Treatment plans generally provide discounted pricing where patients commit to treatment in advance.
For example, a package of three appointments may provide a saving when compared with paying for three individual appointments.
Treatment plans represent a contractual prepayment arrangement and are provided subject to these terms.
5. Treatment Plan Validity
Unless expressly stated otherwise in writing:
Treatment plans purchased on or after 15 September 2025 are valid for 12 months from the original date of purchase.
Any unused appointments, credits, treatments or entitlements remaining after the expiry date may expire without refund, compensation or replacement.
It is the patient’s responsibility to ensure appointments are booked and attended within the validity period.
British Footcare Group is under no obligation to extend treatment plans that have expired.
Extensions may be granted only in exceptional circumstances and entirely at management discretion.
6. Historic Treatment Plans
British Footcare Group recognises that treatment plans have been sold under different terms and conditions over time.
Treatment plans purchased before 15 September 2025, including plans purchased during 2020 to 2025, may remain subject to the terms and conditions that applied at the time of purchase.
Plans purchased before 15 September 2025 are exempt from the new 12-month validity rule only where the terms and conditions applicable at the time of purchase provide a different entitlement.
Where a historic treatment plan is presented, British Footcare Group reserves the right to:
· Review historic records.
· Review the terms and conditions applicable at the time of purchase.
· Verify the original purchase date.
· Verify the amount paid.
· Review treatments already provided under the plan.
· Verify any remaining entitlement.
· Request evidence of purchase.
· Determine eligibility under the applicable historic terms.
Historic treatment plan entitlement is not automatic.
Where no supporting records or evidence can be located, British Footcare Group reserves the right to decline redemption of the plan.
Where no plan, purchase, remaining balance or applicable historic entitlement can be verified, standard treatment charges will apply.
7. Patient Responsibility for Booking Appointments
Patients are solely responsible for arranging and managing appointments associated with their treatment plans.
Whilst a practitioner may recommend future treatment intervals, these recommendations do not constitute a booking.
Examples include:
· “Please return in 6 weeks.”
· “Review recommended in 3 months.”
· “Routine care advised every 8 weeks.”
These recommendations are clinical guidance only.
British Footcare Group does not routinely:
· Telephone treatment plan holders to arrange appointments.
· Monitor whether patients have used all appointments.
· Contact patients when appointments become due.
· Warn patients when a plan is nearing expiry.
· Prevent treatment plans from expiring.
Patients are encouraged to book future appointments before leaving the clinic.
Where a treatment plan expires because appointments were not booked in time, British Footcare Group accepts no liability for unused appointments or benefits.
A practitioner advising a patient to return after a particular period does not extend the treatment plan validity period.
Appointment availability may vary and British Footcare Group cannot guarantee availability at a particular branch, on a particular date, at a particular time or with a particular practitioner.
8. Receipts & Proof of Purchase
Patients are responsible for keeping:
· Receipts.
· Payment confirmations.
· Bank records.
· Booking confirmations.
· Treatment plan reference numbers.
· Any other documentation relating to their purchase.
Whilst British Footcare Group maintains electronic records wherever possible, retaining proof of purchase is considered good practice.
Patients may be asked to provide:
· An original receipt.
· A card payment confirmation.
· A bank statement showing payment.
· A treatment plan reference number.
· A confirmation email.
· Any other supporting evidence reasonably requested.
The burden of proving treatment plan entitlement rests with the patient.
Evidence of payment does not automatically establish how many treatments remain. British Footcare Group may also review appointment records, treatment records, previous plan deductions and clinical notes when identifying the remaining balance.
9. Treatment Plan Verification
Patients are responsible for ensuring that any treatment plan relied upon remains valid and can be verified.
Where a patient states they are covered by a treatment plan but:
· No treatment plan record can be found.
· No proof of purchase can be provided.
· No payment record can be located.
· No remaining balance can be verified.
· The available evidence indicates the plan has expired.
· The plan appears to have exceeded its validity period.
· The plan appears to belong to another individual.
· The plan has already been fully used.
British Footcare Group reserves the right to determine that no valid entitlement exists.
In such circumstances, standard appointment charges may apply.
Where no valid plan or purchase can be found, and the alleged purchase would have taken place more than 12 months previously, the plan will normally be treated as expired unless the patient can establish that different historic terms apply or a valid Central Team extension has been approved.
10. No Reliance Upon Verbal Statements
British Footcare Group cannot rely solely upon verbal statements when determining treatment plan entitlement.
Statements such as:
· “I think I bought a plan.”
· “I should still have appointments left.”
· “I purchased one a long time ago.”
· “I was told I still had treatments remaining.”
· “I believe I am on a treatment plan.”
· “The last practitioner said I had treatments left.”
Do not establish entitlement by themselves.
Where entitlement cannot be verified through company records or supporting evidence, the appointment may be charged at the standard rate.
Patients should not simply state that they purchased a plan and expect to leave without payment where no valid entitlement can be verified.
Practitioners and reception staff cannot create, extend, renew, transfer or reinstate treatment plans without appropriate administrative approval.
11. Treatment Provided Before Verification
Where treatment is provided before entitlement has been verified:
· Treatment charges may still become payable.
· An administrative review may be carried out afterwards.
· An invoice may be issued following verification checks.
· Outstanding balances may be added to the patient account.
The fact that treatment was provided does not constitute confirmation that a valid treatment plan existed.
A practitioner allowing a patient to leave before the plan has been verified does not waive British Footcare Group’s right to charge for the treatment provided.
Where entitlement cannot subsequently be established, the patient will be expected to pay the normal applicable treatment fee.
12. Exceptional Extensions & Reference Numbers
In exceptional circumstances only, British Footcare Group may authorise an extension to a treatment plan.
Where approved:
· The Central Team may issue a unique reference number.
· Supporting evidence may be required.
· The approval may be time limited.
· Additional conditions may apply.
· The reference number must be recorded on the patient account.
Patients should not assume expired treatment plans will automatically be extended or reinstated.
No extension is valid without Central Team approval and a recorded reference number.
All extensions remain entirely at the discretion of British Footcare Group.
Practitioners and branch staff cannot independently approve treatment plan extensions.
13. Missed Appointments Under Treatment Plans
Treatment plans reserve clinician availability in exactly the same way as individually paid appointments.
Accordingly:
A DNA or Late Cancellation may result in one appointment being deducted from the treatment plan balance.
For example:
· A patient purchases a three-treatment package.
· Two appointments are attended.
· The third appointment is missed.
That appointment may still be regarded as used because appointment time was reserved specifically for that patient.
Rebooking does not automatically restore appointments lost due to a DNA or qualifying late cancellation.
If a patient books an appointment for a future date and does not attend, they cannot expect that appointment to remain available on the plan simply because they later decide to rebook.
The practitioner’s time could have been allocated to another patient.
14. Treatment Plan Refunds, Transfers & Exceptional Circumstances
General Refund Position
Treatment plans are offered at discounted rates in return for advance commitment to treatment.
For example, a patient may purchase a treatment plan containing three appointments for £99. The discounted package price reflects a saving against the cost of purchasing appointments individually.
As a result, any refund request will be assessed based upon the value of services already received, rather than simply dividing the package price by the number of appointments included.
British Footcare Group reserves the right to calculate any approved refund using the standard treatment prices that would have applied had those appointments been purchased individually at the time the services were provided.
Refund Calculation
Where a treatment plan refund is approved, British Footcare Group may calculate the refund by:
1. Determining the original treatment plan purchase value.
2. Reviewing clinical records and treatment history.
3. Applying the standard individual appointment fees and any additional treatment charges that would have applied.
4. Deducting those charges from the original purchase value.
5. Refunding any remaining balance where appropriate.
Example
A patient purchases a three-treatment package for £99.
The patient attends one appointment before requesting a refund.
The clinical records show:
· Core treatment value: £37.75.
· Additional treatment or treatments: £9.25.
Total treatment value received:
£47.00
In this example, the remaining balance available for refund consideration would be:
£99.00 minus £47.00 = £52.00
Patients should not assume that a refund will be calculated by simply dividing the package value by the number of appointments originally included.
Treatment Plans Already Partly Used
Once treatment has been provided, the discounted package pricing may no longer apply.
Where a refund is approved, British Footcare Group reserves the right to recalculate the value of treatments already received using the standard treatment fees applicable at the time of treatment.
This reflects the fact that treatment plans are discounted products and are not intended to create a situation where a patient receives discounted treatment and subsequently receives a disproportionate refund.
For the avoidance of doubt, treatment plans are discounted healthcare service packages and not stored-value cash accounts.
Any refund approved by British Footcare Group will be based upon the value of services received and the terms applicable to the treatment plan, rather than the simple number of appointments remaining.
Requesting a Refund
Refund requests must be submitted to:
customerservices@taylororganisation.org
Refund requests should include:
· Patient name.
· Date of birth.
· Contact details.
· Reason for the request.
· Treatment plan purchase information.
· Any supporting evidence.
British Footcare Group may request additional information before making a decision.
Submission of a request does not guarantee that a refund will be approved.
No Store-Level Refund Authority
Refunds cannot be authorised, processed or paid at individual branches.
This includes:
· Stockport.
· Bramhall.
· Alderley Edge.
· Any future clinic locations.
Practitioners, reception staff and branch teams are not authorised to issue treatment plan refunds.
Treatment plan refunds will not be processed through a branch till.
All refund requests must be reviewed centrally.
Patients attending a branch requesting a refund will be directed to the Central Team.
Exceptional Circumstances
British Footcare Group understands that circumstances sometimes change unexpectedly.
Refund requests may be considered in exceptional circumstances, including:
· Serious illness.
· Permanent incapacity.
· Becoming housebound.
· Long-term hospitalisation.
· Death of the treatment plan holder.
· Other significant circumstances reviewed by management.
Each request will be assessed individually.
Approval is not automatic.
Medical records, supporting documentation and treatment history may be considered during the review process.
Where the treatment plan holder has died, the Central Team may require appropriate information from an authorised representative before discussing the patient account or processing any approved refund or transfer.
Transfer or Gifting of Remaining Entitlement
As treatment plans are personal to the named patient, they are not normally transferable.
However, in exceptional circumstances only, British Footcare Group may permit the transfer or gifting of unused appointments to another individual instead of providing a refund.
Examples may include:
· Bereavement.
· Permanent incapacity.
· Significant medical circumstances.
· The patient becoming unable to attend for personal reasons.
· Other exceptional situations approved by management.
Where a transfer or gift is approved:
· The Central Team will issue a unique reference number.
· The transfer must be recorded on the patient account.
· The receiving individual must be identified and approved.
· The number of appointments being transferred must be confirmed.
· The transfer may be subject to additional conditions.
· The approval may be time limited.
· The receiving patient may be required to create or update their own patient record before treatment.
No transfer or gift is valid without an authorised Central Team reference number.
Practitioners, reception staff and branch teams cannot independently approve, promise or process a transfer.
Consumer Rights
Nothing in this policy affects a patient’s statutory rights under applicable consumer protection legislation.
Where a treatment plan has been fully or partly used, British Footcare Group reserves the right to make reasonable deductions for services already provided when calculating any refund.
Refund decisions will take into account:
· The original purchase terms.
· The services already received.
· The value of treatment provided.
· Missed appointments or late cancellations already deducted from the plan.
· Any applicable legal obligations.
· Any exceptional circumstances presented.
15. Services Received Without Payment
Payment is normally expected at the conclusion of treatment unless alternative arrangements have been agreed.
Where treatment, services or products have been supplied but payment has not been received, British Footcare Group reserves the right to issue an invoice.
This may include:
· Treatment charges.
· Consultation fees.
· DNA charges.
· Late cancellation fees.
· Product purchases.
· Home visit fees.
· Administrative charges.
· Invalid treatment plan claims.
· Any other outstanding charge for services supplied or appointment time reserved.
16. Periodic Account Reviews & Retrospective Billing
British Footcare Group routinely reviews patient accounts and appointment histories.
These reviews may identify:
· Missed appointments.
· Late cancellations.
· Unpaid services.
· Outstanding balances.
· Administrative discrepancies.
· Invalid treatment plan usage.
· Incorrect account allocations.
· Treatment provided where no valid plan can be found.
· One or more historic DNA records.
Invoices may therefore be issued some time after the original appointment date.
Patients acknowledge that:
· Charges are not always identified immediately.
· A later booking does not automatically clear an earlier unpaid balance.
· Historical appointment records may continue to show DNA entries requiring review.
· A follow-up booking does not remove the original DNA entry.
· A patient may receive an invoice during a later account check.
The fact that a patient subsequently attended another appointment does not necessarily remove liability for an earlier charge.
Where the system continues to identify an appointment as a DNA, unpaid service or outstanding treatment-plan matter, the account may be reviewed and an invoice may be issued.
17. Payment Requests
Where payment is required, British Footcare Group may contact patients through:
· Telephone calls.
· Emails.
· SMS messages.
· Letters.
· Secure payment links.
· Online payment requests.
· In-person payment requests.
Patients may receive payment links issued through authorised systems, including systems integrated with our Epos Now till platform.
Where an Epos Now payment link is issued:
· The link may expire after 24 hours.
· A replacement request may need to be generated.
· Failure to make payment before expiry does not remove liability for the balance due.
Patients may also receive a telephone call, email, invoice, letter, payment reminder or final demand.
Failure to respond to a payment request does not remove liability for the outstanding balance.
18. Bank Transfer Payments
Where payment by bank transfer is offered:
Account Name: TAYLOR ORGANISATION LTD
Sort Code: 60-83-71
Account Number: 42425686
Patients should use:
Patient name and invoice reference number
as the payment reference wherever possible.
This allows the payment to be allocated to the correct account.
Each invoice may provide a unique reference number. Patients should quote this reference number when making payment or contacting the Central Team.
For example, the payment reference should contain the patient’s surname and the invoice reference number where space permits.
Invoice and payment queries should be directed to:
customerservices@taylororganisation.org
The email should include:
· The patient’s full name.
· The patient’s date of birth or other requested identity information.
· The invoice reference number.
· The payment date and amount, where payment has already been made.
· Any relevant supporting evidence.
19. Patient Conduct & Respect Towards Staff
British Footcare Group is committed to maintaining a safe, respectful and professional environment.
All staff have the right to work without abuse, intimidation, harassment or threatening behaviour.
British Footcare Group operates a Zero Tolerance Policy towards:
· Verbal abuse.
· Swearing directed at staff.
· Personal insults.
· Degrading or derogatory language.
· Harassment.
· Aggressive behaviour.
· Threatening behaviour.
· Intimidation.
· Discriminatory remarks.
· Abusive emails.
· Abusive telephone calls.
· Abusive text messages.
· Abusive social media communications.
· Inappropriate conduct in person.
Where unacceptable behaviour occurs, British Footcare Group reserves the right to:
· End telephone calls immediately.
· End an appointment or face-to-face interaction.
· Refuse further communication.
· Restrict communication to a particular method or member of staff.
· Cancel appointments.
· Refuse future bookings.
· Suspend treatment plans.
· Close patient accounts.
· Refuse further treatment.
· Report incidents to the police or other appropriate authorities where necessary.
The safety and wellbeing of staff will always take precedence.
20. Account Suspension & Termination
British Footcare Group reserves the right to suspend or permanently terminate patient accounts where:
· Outstanding balances remain unpaid.
· Multiple invoices remain unpaid.
· Repeated DNAs occur.
· Repeated Late Cancellations occur.
· Fraudulent or misleading information is provided.
· Treatment plans are misused.
· Treatment plans are shared with other individuals.
· Staff are subjected to abuse.
· A patient refuses to comply with reasonable payment or conduct requirements.
· Continued services are considered inappropriate or commercially unreasonable.
British Footcare Group may:
· Cancel future appointments.
· Refuse future bookings.
· Remove or suspend access to treatment plans.
· Require advance payment.
· Restrict access to promotions.
· Decline to provide further treatment.
· Require settlement of the outstanding balance before accepting another appointment.
Where an account is suspended or terminated, any future appointments already booked may be cancelled.
Outstanding balances remain payable even if an account is suspended or closed.
Closure of the account does not remove the patient’s responsibility to pay for treatment, products, missed appointments, late cancellations or other valid charges already incurred.
21. Debt Recovery
Where payment remains outstanding after reasonable collection attempts have been made, British Footcare Group reserves the right to refer the balance to an external debt recovery provider.
Collection activity may include:
· SMS reminders.
· Email reminders.
· Telephone calls.
· Reminder letters.
· Final demand notices.
· Secure payment requests.
· Epos Now payment links.
Where payment remains outstanding, accounts may be referred to:
Redwood Collections Ltd or any alternative appointed debt recovery provider.
Accounts may also be referred to:
· Solicitors.
· Professional debt recovery specialists.
· Legal representatives.
· Court-based recovery processes.
British Footcare Group reserves the right, where legally permitted, to recover:
· Outstanding treatment fees.
· DNA charges.
· Late cancellation fees.
· Administrative charges.
· Debt recovery costs.
· Court fees.
· Statutory interest.
· Other reasonable costs incurred in recovering monies owed.
Patients who dispute a charge should contact:
customerservices@taylororganisation.org
Patients should provide the invoice reference number and any relevant supporting evidence.
Raising a query does not automatically mean that the charge will be withdrawn.
22. Exceptional Circumstances
British Footcare Group recognises that genuine emergencies can occur.
Management may choose to waive or reduce charges in exceptional circumstances, including:
· Serious illness.
· Hospital admission.
· Bereavement.
· Medical emergencies.
· Significant unforeseen events outside a patient’s control.
Evidence may be requested.
Each case will be considered individually.
Any decision remains entirely at the discretion of British Footcare Group.
A decision to waive or reduce a charge in one case does not create an entitlement or precedent for another patient or future appointment.
23. Evidence & Records
Where disputes arise regarding appointments, payments, treatment plans or outstanding balances, British Footcare Group may rely upon:
· Appointment records.
· Clinical notes.
· Financial records.
· Treatment records.
· Receipts.
· Emails.
· SMS records.
· Telephone logs.
· Voicemail records.
· Payment records.
· Booking confirmations.
· Epos Now records.
· Practice management system records.
· Audit logs.
· Central Team reference numbers.
· Historic account records.
British Footcare Group’s electronic records shall be regarded as the primary administrative record unless compelling and reliable evidence demonstrates otherwise.
Failure to read this policy, retain receipts or maintain personal records does not invalidate its application.
24. Policy Updates
British Footcare Group reserves the right to amend, replace, update or withdraw this policy at any time.
The terms and conditions applicable at the time of a historic treatment plan purchase may be considered where they differ from current treatment plan terms.
The latest published version of this policy shall apply to new bookings and purchases, subject to any statutory rights and any specific written terms supplied at purchase.
Contact Information
British Footcare Group | FOOT CARE
For appointment queries, treatment plan enquiries, refund requests, invoice questions, payment allocation matters or outstanding balance enquiries:
Email: customerservices@taylororganisation.org
Full policy information is available on the British Footcare Group Cancellation Policy page: www.britishfootcaregroup.com/canx-payments
By booking an appointment, receiving treatment, purchasing a treatment plan, using any service or otherwise engaging with British Footcare Group, patients acknowledge and agree to the terms contained within this policy.