Policies & FAQs
Frequently asked questions
Policies & Disclaimer
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Our policies and frequently asked questions were last updated on 26/10/2025.
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"Patient" refers to any person that books a service with us.
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"Appointment" refers to any of the services we provide.
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By booking an appointment with us, the patient accepts the disclaimer and terms below.
Medical Disclaimer
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When providing any form of medical treatment, there is always potential for risk. As medical professionals we will always do our upmost to minimise this.
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When booking our services, the patient accepts that all treatment methods and procedures chosen are to attend to the individuals needs and requirements in the safest and most efficient way.
Cancellation Policy
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Patients can cancel their appointments via email, telephone, or our social media channels.
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If an appointment is cancelled by the patient more than 36 hours before the start time, then no fees are chargeable and any monies paid will be refunded.
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If an appointment is cancelled by the patient within 36 hours before the start time of the appointment and the appointment is not rescheduled, then 100% of the appointment fee is chargeable and no monies shall be refunded.
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If an appointment is cancelled by the patient within 36 hours before the start time of the appointment and the appointment is rescheduled, then £10 of the appointment fee is chargeable and any other monies paid for that appointment will be refunded.
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If cancellation fees are not settled, patients will be blocked from creating future bookings.
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If we need to cancel your appointment at any time prior to the start of the appointment, the patient will be entitled to a full refund for the appointment fee.
No-Show Policy
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If you fail to attend your appointment, 100% of the appointment fee is chargeable.
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If no-show fees are not settled, patients will be blocked from creating future bookings.
Lateness Policy
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It is a patient's responsibility to ensure that they arrive for their appointment on time. If you are going to be late for your appointment, please let us know by telephone as soon as possible.
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If you are late for your appointment, the duration of your appointment may be reduced to prevent disruption to other patients. No monies shall be refunded for reduced appointment duration as a result of patient lateness.
Data & Privacy Policy
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We collect personal information directly from patients and/or the family members/carers of patients. All data collected is treated as entirely confidential and is only accessible to Shield Sports Therapy staff.
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We collect or use the following information to provide patient care and services:
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Names
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Addresses
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Telephone numbers
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Email addresses
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Sex
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Date of birth
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Health information (where relevant, including but not limited to medical conditions, allergies, medical requirements and medical history)
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Information about care needs (where relevant, including disabilities, home conditions, medication and dietary requirements and general care provisions)
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Payment details (including card or bank information for transfers and direct debits)
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We collect or use the following personal information for information updates, marketing or market research purposes:
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Names
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Sex
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Date of birth
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Addresses
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Telephone numbers
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Email addresses
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Website journey information
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We collect or use the following personal information for dealing with queries, complaints, claims, and to improve patient experiences:
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Names
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Addresses
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Telephone numbers
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Email addresses
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Purchase and service history
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CCTV recordings of public areas
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Telephone call recordings
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Financial transaction information
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Patients have a right to ask us to provide for copies of, rectify incorrect, limit the use of, or transfer their data.
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If you have any concerns about our use of your personal data, you can contact us on the details in the footer of this website.
Gift Card Policy
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Gift cards may be loaded with any amount of money between £20.00 and £1000.00.
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Gift card values, where over the value of a single service, can be split over several appointments and/or orders at online checkout.
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Gift cards expire 18 months after the date of purchase.
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Gift cards that have not expired are valid for use against all services offered from any staff member at Shield Sports Therapy.
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Gift cards may not be used to buy further gift cards.
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Gift cards are not refundable or transferrable.