Payments, Cancellation Policy and Insurance Cover

Short notice Cancellation & Missed Appointments

Whilst we are flexible and understand that they are times when you might need to move or cancel an appointment, we do ask for at least 24 hours notice.  Our clinics are busy and we often have a cancellation list for patients who are keen to be seen.   Therefore, for any short-notice cancellation with less than 24 hours notice or missed appointments with no notice given we charge a 100% cancellation fee.

Ways to Pay


Payment is due on the day of treatment and your physiotherapist or a receptionist will take payment at the end of each appointment.

We accept all major credit/debit cards, cash or cheque.

If you wish to pay by BACS, payment needs to be made prior to your appointment. Please insert your name in the reference field to ensure we allocate the payment to your treatment.

Dorking & Leatherhead Clinics:

Dorking Physiotherapy Clinic, Barclays Bank,               A/c no. 90364959,    Sort Code 20-24-00

Crawley Clinic:

Head To Toe Limited, Barclays, Bank,                             A/c no. 13145816,      Sort Code 20-24-00


Private Insurance

At Head2Toe Physio we like you to know exactly what you will be paying before you start treatment. You must always call your insurer for confirmation of cover before you begin.  We would strongly encourage you to ask the following questions when speaking to your insurance company.  Include this information on your registration/ intake (and consent) form before treatment begins.

Any shortfall or excess that your policy will not cover will be your liability to pay.

Ask your insurer/confirm your information:

  • Policy/membership number
  • Claim/reference number
  • That your policy covers outpatient physiotherapy for the condition that you are coming to see us about?
  • If there is an excess on your policy that you will need to pay?
  • If there is a limit or any restrictions on number/monetary value of sessions?
  • Are there any other terms that might limit your cover?


It is your responsibility to check all this information before you begin treatment.  Any uninsured costs will be passed to you for payment.

For most privately covered physiotherapy, we can arrange to invoice your insurer directly and they will make payment to us on your behalf.   Some insurers require you to make payment and reclaim some or all of your self payment. For those companies, payment is as above for self-pay patients. (Vitality Healthcare Insurance falls into this category).

If you have an excess on your policy, we’d recommend that you make payment whilst at the clinic for treatment.  However, if you choose not to, we will be advised by your insurer once they receive and assess your invoices and we will then contact you (usually by email) to make payment within 7 days.

If you have any questions or need further information – just ask by email, phone or next time you are in the clinic.  We’d rather you know up-front than when your treatment has finished.