NeoNurture Physiotherapy

Payments & Refunds

Physiotherapy Sessions

• Payment is required in advance, and is encouraged at time of booking to secure your slot.
• Cancellations:
  • More than 24 hours’ notice → no charge
  • Less than 24 hours’ notice → 50% of the session fee
  • No notice/no-show → full session fee

Baby Massage Classes

• Payment is required at the time of booking, and your place is only confirmed once payment is received.
• The fee covers the full 5-week course, including massage oil, handouts and refreshments.
• Refunds: Full refunds or transfers to a future course are available with at least 1 week’s notice before the course starts.
• Missed classes: Unfortunately due to the nature of the group classes, refunds can’t be given for missed sessions, but we will recap techniques in later classes.

Payment Methods

• All payments are made via bank transfer using the link or invoice provided.

If NeoNurture Needs to Cancel

If we ever need to cancel a class or appointment, we will offer either a rescheduled date or a full refund.

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Safeguarding, Professional Standards & Policies

Safeguarding and parent/carer responsibility

All services are provided in line with professional standards set by the Health and Care Professions Council (HCPC) and the Chartered Society of Physiotherapy (CSP).

All babies and children are seen only when accompanied by a parent or legal guardian, who must remain present throughout the session. Parents and carers remain responsible for their baby at all times during classes, appointments, and home visits.

Safeguarding and the wellbeing of babies and families are a priority at all times.

Consent and communication

Assessment, treatment, and baby massage techniques are fully explained before and during sessions. Informed consent is obtained from the parent or legal guardian prior to assessment or treatment and is checked on an ongoing basis. Parents or carers may withdraw consent or stop a session at any time.

Home visits and lone working

Home visits are carried out by appointment only and are subject to risk assessment. All services, including home visits, are delivered in line with professional lone-working guidance to ensure the safety of families and the practitioner.

Policies

The business operates in line with a range of professional policies. Full copies of policies are available on request.

Complaints and concerns

If you have any concerns about your experience or the service provided, please contact anna@neonurturephysio.co.uk in the first instance. A full complaints policy is available on request.