At Aqua-Rehab we want to give the best possible service to our clients. In order to maintain a high level of service whilst treating each and every client fairly, we have devised these guidelines to be adhered to.
If you have any questions regarding any of the following points, please take a look at our frequently asked questions page, or contact us directly with your query.
- The appointment time you are given is the time your treatment starts in the pool, so please ensure that you make allowances for the time it takes you to get ready. If you do not arrive on time we will be unable to extend the treatment beyond what you have booked and you will still be charged for the whole session. If we are late due to unforeseen circumstances we will endeavour to make up the time at the end of the session or your fee will be adjusted accordingly.
- Clients should not enter the pool or pool area until Aqua-Rehab staff are present.
- Aqua-Rehab will provide the pool hoist, a mobile hoist, showers chairs, beds or cubicles for dressing. It is the client’s responsibility to bring their own towels, shower gel/shampoo and if required their own hoist sling and sliding sheet.
- If a client requires assistance with showering/dressing etc then the client should bring a carer with them; however we are able to provide a carer if required with sufficient notice for a fee.
- It will be at the discretion of the treating physiotherapist as to whether spectators/carers can remain within the pool area whilst treatments are being conducted. Please discuss this with the physiotherapist.
- Invoices must be paid within 14 days either by cheque, cash or bank transfer. We do not accept card payments. Failure to pay within this time will result in interest of 5% being charged each week for non-payment. It is the clients responsibility to ensure that the cost of their treatment is covered and if there is any third party involved, such as private health plans or solicitors then it is the clients responsibility to liaise with them.
- If an appointment for an initial assessment or 1:1 treatment session is cancelled within 48 hours of the time of the appointment, we request 50% of the total fee. If the cancellation is made within 24hours we request 100% of the fee.
For Ai Chi classes and independent sessions, changes or cancellations can be made through our online booking system up to 24 hours in advance without charge.
- Sometimes due to circumstances beyond our control it may be necessary to cancel appointments at short notice, due to pool closure. We will try to contact you if this occurs so please ensure that your contact details are up to date. This happens very rarely and another appointment will be made as soon as possible.
- Aqua-Rehab will not tolerate acts of physical or verbal aggression directed towards any member of staff. Should such a situation arise, treatment may be terminated at any time.
