Appointments

You can make an appointment with Valentina Colombo - Sports Therapy in a number of ways including via our website, WhatsApp, telephone, text or email. Appointments are available for a variety of durations from 45 minutes to 90 minutes. Upon making a booking, you will receive an email confirming all the important details. If this is your first appointment with us, you will need to fill a New Client Consultation Form before your appointment. The link to this form will be available in the appointment confirmation email. Please complete this form because we will not be able to treat you until you have, and completion on the day will be part of your appointment time. 

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Cancellations, late arrivals and missed appointments

Cancellation Policy: 24 hours. 
Please cancel as soon as possible if a foreseeable event is likely to prevent you from attending, for example, illness or adverse weather conditions. We require a minimum of 24 hours' notice to cancel an appointment. Failure to attend an appointment with less than 24 hours' notice of cancellation will incur the charge for the full appointment. This is because we may not be able to fill your appointment slot and still need to cover our costs. However, if you have purchased a quarterly package you are entitled to cancel a maximum of two sessions with less than 24 hours’ notice without incurring any penalties. Therefore, no charge will be made. Valentina Colombo - Sport Therapist tends to meet clients for gym sessions at the same day and time every week, if this is possible. It’s very important to attend the sessions with regularity in order to get results; protecting some space in your diary makes this easier to achieve.

If you need to cancel your appointment at short notice because of a long-term medical condition which varies from day to day, or because you are more than 37 weeks pregnant, then we shall discuss the cost implications on a case by case basis. An invoice for any cancellation / ‘no show’ charges will be sent to you by email within 7 days, unless you have bought a gym sessions package. In that case, the session will be deducted from the amount of the remaining sessions. Following a cancellation, payment must be received before any further bookings can be taken. In cases where clients are unable to commit to attending weekly sessions because of their unpredictable working patterns, we offer the possibility to book appointments as often as they are able to attend, by agreeing each time a mutually convenient time. This means that sessions may not always take place on the same day and time, no regular slot is reserved for the client and cancellations are subject to 24 hours’ notice. No charge will be made on sessions when more than 24 hours’ notice is given.

Late arrivals: it is important that our agreed appointment time and duration is adhered to. We appreciate that sometimes, things happen, and you may arrive a little later or need to leave a bit earlier than planned. This is fine, but we cannot make up the missed time by overrunning or adding time to subsequent appointments.

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Fee charging

Full payment must be provided in advance if the services start and end in the short term (within a month of the first visit). You will receive an invoice for any payment you make. On the invoice you will always find the Sports Therapy Association registration number to request a refund from your insurance company (please note this depends on the policy conditions set by your insurance provider).

If gym sessions packages last more than one month, you will always have the option to pay in instalments with fixed monthly amounts. All sessions must be redeemed within 60 days. Therefore, the one month package must be redeemed within three months of purchase and the three-month package must be redeem within five months of purchase.

If you fall behind with the payments, the slots you booked will become available to other clients starting from the end of the paid period. However, you can always resume your appointments with the activation (and payment) of a new package.

Gym sessions cannot be exchanged for massage sessions.

Money paid for gym sessions is non-refundable.

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Confidentiality
All client information and clinical records will be safeguarded by Valentina Colombo - Sports Therapy and will remain confidential. Unless required to do so by law, we will not otherwise share, sell or distribute any of the information you provide to us without your consent. Consultations and client treatment details will not be discussed with anyone other than the client, unless the client is under the age of 18 or has a care worker or guardian. In order to prevent unauthorised access or disclosure, we employ security measures to protect your information from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. We have also put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. We will retain your information for a reasonable period or as long as the law requires. 

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Health & Safety 
All practitioners at Valentina Colombo - Sports Therapy are qualified, hold a current First Aid certificate, and hold professional and public indemnity insurance, for the services that they provide. Due to the nature of manual treatment and the need for close contact, all Valentina Colombo - Sports Therapy practitioners will maintain a high standard of personal hygiene and clients are asked to ensure that they also maintain a high standard of personal hygiene. If a practitioner is unwell, suffering from a virus, infection or general ill health, they will not be allowed to work due to the risks of cross contamination. This may result in Valentina Colombo - Sports Therapy contacting you to inform you of the issue at the earliest opportunity to make suitable alternative arrangements. Clients are asked not to attend for an appointment if they are unwell, suffering from a cold or virus, infection or general ill health. Please contact Valentina Colombo - Sports Therapy via email at info@valentinacolombo.net at the earliest opportunity to rearrange your appointment. If you are unwell and contact us to inform us of your illness, please note that our Cancellation Policy may still apply. Valentina Colombo - Sports Therapy clients under the age of 18 years must be accompanied by a parent or guardian. This parent or guardian must give permission for the agreed treatment plan to be performed, and will be requested to co-sign the New Client Consultation Form. They will be invited to stay in the room for the duration of the appointment, and expected to remain present throughout the treatment. Valentina Colombo - Sports Therapy holds the right to refuse any treatment if a client is physically or verbally abusive towards any practitioner, or demonstrates inappropriate, aggressive or sexual behaviour. Such behaviour may result in a partial or total ban from Valentina Colombo - Sports Therapy, and may also result in criminal proceedings.

 

Disclaimer

Valentina Colombo - Sports Therapy provide massage therapy and bodywork in a variety of forms, but none of these bodywork modalities are a substitute for professional medical care or counselling. None of the practitioners at Valentina Colombo - Sports Therapy will diagnose, prescribe medication or medical treatment of any kind, unless they are personally qualified to do so, and will always recommend referral to a GP or other qualified medical specialist or practitioner. The client has a duty to provide accurate and true medical and personal information, to the best of their knowledge, and to keep Valentina Colombo - Sports Therapy up to date with details of any medication, symptoms, medical concerns or treatments they are having investigated or undergoing treatment for. All practitioners at Valentina Colombo - Sports Therapy may refuse to treat any client or part of their body with just and reasonable cause. Valentina Colombo - Sports Therapy reserves the right to terminate any appointment at any time if they believe that it is not safe or in the client’s best interest to continue. Likewise, the client has the right to refuse, modify or terminate treatment at any time, regardless of prior consent given.