At Primal Therapy, we aim to provide a fair and transparent approach to appointments, treatment packages, cancellations and refunds.
This policy applies to private treatment services and treatment packages purchased directly from Primal Therapy.
Individual Appointments
Where an appointment has been booked and paid for in advance, patients may request to cancel or reschedule their appointment in accordance with our cancellation policy.
Late cancellations and missed appointments may be charged where reasonable and where this has been communicated to the patient at the time of booking.
Nothing in this policy affects a patient’s statutory consumer rights.
Treatment Packages and Block Bookings
Primal Therapy may offer discounted treatment packages where a number of treatment sessions are purchased together in advance.
All block bookings and treatment packages must be used within 12 months of the original date of purchase.
Any unused sessions remaining after the 12-month period will expire and cannot be carried over into the following year.
Once the 12-month validity period has expired, unused sessions are non-refundable and no refund will normally be provided for any remaining balance.
Patients are responsible for booking and using their sessions within the 12-month validity period.
In exceptional circumstances, Primal Therapy may consider an extension or other appropriate resolution at its discretion, taking into account the individual circumstances and applicable consumer rights.
Nothing in this policy affects a patient’s statutory consumer rights.
Requests to Cancel a Treatment Package
If a patient wishes to discontinue a treatment package before the end of the 12-month validity period and before all sessions have been used, they should contact Primal Therapy.
Refund requests will be considered individually, taking account of:
- the number of sessions already provided;
- the circumstances and reason for cancellation;
- the terms communicated when the package was purchased;
- any discount applied because the sessions were purchased as a package;
- costs or losses reasonably incurred by Primal Therapy in connection with the booking or cancellation; and
- the patient’s statutory consumer rights.
Where a refund is due, Primal Therapy may make a reasonable deduction for treatment already provided and any other amounts that we are legally entitled to retain.
Where appropriate and permitted by law, sessions already received may be recalculated at the applicable individual-session rate rather than the discounted package rate before the refundable balance is determined.
Expired Treatment Packages
Treatment packages and block bookings are valid for 12 months from the original date of purchase.
After the 12-month validity period:
- any remaining unused sessions will expire;
- unused sessions cannot be carried forward into a new 12-month period;
- expired sessions cannot normally be reinstated; and
- unused sessions are non-refundable and no refund will normally be provided for the remaining balance.
Patients are therefore encouraged to arrange their appointments with sufficient time to use all sessions before their package expires.
Exceptional circumstances may be considered by Primal Therapy on an individual basis.
Nothing in this section limits or excludes any statutory consumer rights.
When Primal Therapy Cancels Treatment
If Primal Therapy is permanently unable to provide prepaid treatment that has not yet been delivered, we will consider the appropriate refund or alternative arrangement in accordance with the patient’s statutory rights.
Where possible, we may also offer transfer to another suitable Primal Therapy practitioner or location where the patient agrees.
Treatment Outcomes
Physiotherapy, osteopathy, rehabilitation and other therapeutic treatment outcomes vary between individuals and cannot be guaranteed.
A refund will not normally be provided solely because a patient considers that treatment has not produced their desired outcome.
This does not affect a patient’s statutory rights where services have not been provided with reasonable care and skill or otherwise as required by law.
Statutory Consumer Rights
Nothing within this policy is intended to exclude, restrict or replace rights available to consumers under applicable UK consumer law, including the Consumer Rights Act 2015.
If any provision of this policy conflicts with a consumer’s statutory rights, those statutory rights will take precedence.
Requesting a Refund
Patients wishing to request a refund should contact Primal Therapy and provide:
- their full name;
- details of the treatment or package purchased;
- the date or approximate date of purchase;
- the number of sessions purchased;
- the number of sessions already used; and
- the reason for requesting the refund.
We will review the request and respond after considering the original purchase terms, the circumstances of the request and the patient’s applicable consumer rights.
Primal Therapy LTD
Last reviewed: January 2026