Cancellation Policy

Rescheduling & Cancellation policy

We value your time and understand that changes in your schedule can occur which is why our policy on cancellations and late changes has always been to forgive. However, late rescheduling, cancellations and missed appointments can have a significant impact on our schedule and this denies other patients the opportunity to be treated.

  • If you need to reschedule your appointment, we respectfully request at least a 24-hour notice, prior to the start of your appointment to allow us adequate time for reallocation of slots. You may do so by contacting us at +65 8778 2424 through WhatsApp or call.
  • For appointment rescheduling less than 24 hours before the confirmed appointment date and time, 50% of the prepayment will be forfeited. If you have a session package with us, the session will be deemed as utilised. You may reschedule your appointment up to a maximum of 1 time.
  • The remaining 50% can be offset from the final bill when you reschedule another session with us within 2 months of the missed appointment.
  • If you do not require our services anymore, a friend or family member can also utilise the remaining 50% within the 2 months. Kindly inform us beforehand if you wish to pass on your remaining prepayment to someone.
  • Generally, cancellations are not allowed once payment has been made. Any requests for cancellations will be reviewed on a case-by-case basis and shall be at the sole discretion of River Physio and will only be allowed in limited circumstances.
  • No Shows-Strictly no refunds/carrying forward of your prepayment will be entertained if you're not physically present at the address as provided in your booking or uncontactable at the time of the confirmed appointment time and date.
  • Late Turn Ups-If you are late for your appointment, there will be strictly no extensions. This is to ensure the clients after you are not affected and that we stay on schedule.We will treat you with the remaining time we have left of your appointment at the same price
  • Exceptions Exceptions may be made in the case of emergencies or extenuating circumstances, and you may be entitled to a full or partial carry forward of your prepayment, at River Physio’s discretion, for late rescheduling due to Medical reasons such as illness or injury,medical emergency,Compassionate reasons such as death or hospitalisation of immediate family members- or If River Physio initiates the cancellation or rescheduling of your appointment.You are required to produce the relevant documentation to support your request e.g. valid Medical Certificate.

By scheduling an appointment with us, you acknowledge and accept our cancellation policy.

Payment Policy

Upon completion of each session, an invoice will be promptly emailed to you. Payment is required within 3 days from the date of the invoice.

  • Invoicing: Invoices will be sent via email immediately following the completion of each session.
  • Payment Due Date: Payment is due within 3 days from the date of the invoice.
  • Payment Options:
    1. Auto Credit Card Payment: Patients can opt for auto-payment by securely storing their credit card details with us. Payments will be processed automatically on the due date specified on the invoice using the Stripe payment gateway.
    2. Manual Credit Card Payment: Alternatively, patients can manually provide credit card details for each payment via the Stripe payment gateway.
  • Other Payment Methods: For cash and other forms of payment options, please refer to our FAQs page.
  • Changes to Payment: You may update or change your payment method or information at any time by contacting River Physio.
  • Cancellations and Refunds: For cancellation and refunds, please refer to the cancellation policy.To cancel auto-payment, notify River Physio in writing or via email. Refunds, if applicable, will be subject to the terms of your treatment plan or service agreement.
  • Notification of Changes: Any changes to these payment options or terms will be communicated to patients via email or other electronic means.
  • Liability: River Physio is not responsible for unauthorised charges unless due to negligence or misconduct. Please report billing disputes promptly for resolution.
  • Data Privacy and Security: We handle personal and payment information securely using the Stripe payment gateway, in accordance with data protection laws.
  • Governing Law: These terms are governed by the laws of Singapore, and disputes will be resolved in Singapore courts.

By utilising our payment options, you agree to these terms and conditions.

Weekend booking policy

There has been a high demand for our weekend sessions and they are always full, so many people do not have the chance to get a session. In order to accommodate the needs, we have extended opening hours as well as skipped our lunch hours.

Because we want to make it fair to everyone, we have decided not to allow cancellations especially on weekends and will be requiring full payment for weekend appointments before your slot is considered booked.

Contacting Us

If you have any query or feedback regarding this notice, or any complaint you have relating to how we manage your bookings, you may contact us at:

Any query or complaint should include, at least, the following details:

  • Your full name and contact information
  • Brief description of your query or complaint

We treat such queries and feedback seriously and will deal with them confidentially within reasonable time.

By confirming your appointment, you acknowledge and agree to abide by the policies outlined above.