Payment, Insurance & Cancellation Policy
Everything you need to know before your visit — how payment works, our insurance process, and what to do if you need to reschedule.
Payment for Treatment
At Flawless Feet Podiatry we require payment for your first appointment in advance of the appointment.
Payment for this initial appointment can be made via a link which will be sent to you, or over the phone with a debit or credit card, and you will be issued with a receipt that you can collect at your appointment, alternatively we will send the receipt to you in the post. If you prefer to pay in cash then you can pay for the appointment at the clinic, providing this is in advance of the appointment.
For any subsequent appointments you simply pay on the day, after the appointment.
At Flawless Feet Podiatry & Laser Clinic we accept all major forms of payment including cash, credit and debit cards, but we no longer accept cheques or American Express cards. There are no charges for accepting cash or debit cards.
Payment is taken at the end of each treatment session unless medical insurance is to be used. If you do hold health insurance, we kindly ask that you provide all your insurance detail at the time of booking including, your health insurance provider, your policy and authorisation numbers plus your date of birth.
Insurance Excesses & Shortfalls
If you're paying with private medical insurance, two things may mean you cover part of the cost yourself: your excess and any shortfall.
Excess — a fixed amount your policy asks you to pay towards each claim before your insurer pays the rest. For example, with a £100 excess on a course of treatment costing £400, you pay the first £100 and your insurer pays up to £300.
Shortfall — the difference between our fee and the amount your insurer agrees to pay. Many insurers cap what they contribute towards each appointment, so if our fee is above their limit, you pay the difference.
Where possible we invoice your insurer directly; if they settle only part of the fee, we'll invoice you for the balance, and we'll always provide a receipt you can use to claim back your excess. Please check your policy — your excess, whether podiatry is covered, and any authorisation required — before you book.
See our medical insurance page for insurer-by-insurer details and how to give us your policy information.
Cancellation Policy
Flawless Feet Podiatry & Laser Clinic operates a cancellation policy, our policy is similar to many other medical clinics and we kindly ask all patients to adhere to it.
When an appointment has been made for you, the time is allotted to specifically see you, and we are unable to fill this timeslot at short notice.
As such, we request that you give us at least 24 hours notice by phone if you are unable to attend your appointment.
If you fail to attend your appointment and you have not given us notice, a full treatment fee will be charged.
If you arrive late for your appointment, we will see you for the remaining period of your allotted appointment slot, but your full appointment fee will stand.
Prescription Orthotics
If during your treatment you are recommended a pair of foot orthoses, the full cost is taken at the time of measurement or casting.
Nail Surgery
If our podiatrists recommended a nail surgery procedure to remedy your nail problems, one third of the total cost is taken at the time of pre assessment and the remaining balance is collected on the day the surgery is performed.
Arriving for your appointment
Please try to arrive on time for your appointment. If you arrive late for your appointment the time of your treatment session may be reduced if we have other patients scheduled after your appointment. If you arrive later than 10 minutes for your scheduled appointment you may be refused treatment if there is not sufficient time to carry out the treatment and even charged for the wasted surgery time.
Complaints Procedure
We welcome feedback of every kind — it helps us improve the care we provide. If something hasn't gone as you expected, please let us know as early as possible; most concerns can be resolved straight away by the team you are dealing with.
Who to contact: please raise your complaint with Alice, Practice Manager. You can speak to her in person at any of our clinics, telephone 020 3713 8361, or send your complaint in writing via our contact form. If your complaint concerns a specific practitioner or another member of the team, Alice will still handle it on behalf of the practice.
How we respond: we will acknowledge your complaint within 2 working days and aim to give you a full written response within 10 working days. If the matter needs more time for example, if we need to consult the practitioner involved or your insurance company we will tell you when you can expect to hear from us and keep you updated until it is resolved.
Escalation: if you are not satisfied with our response, you may take the matter further. Complaints about a practitioner's professional conduct, competence or fitness to practise can be raised with the Health and Care Professions Council (HCPC), the regulator that keeps the register our podiatrists are accountable to. Professional standards matters can also be raised with the Royal College of Podiatry where relevant. You may also contact your private medical insurer if your complaint relates to an insurance-funded course of treatment.
Your complaint will always be treated confidentially and will never affect the care you receive.
Ready to book?
Have a question about payment, insurance or cancellations? Get in touch — we're happy to help before you book.
Customer Testimonials
