Cancellation Policy | Wallington, Morden & Sutton

Clinic Policy · MDOsteo

Cancellation Policy.

We ask for 24 hours' notice to cancel or rearrange. Here's everything you need to know.

Contents

Our Policy.

We understand that life happens and plans change. Our cancellation policy exists to protect the time of our practitioners and ensure that appointment slots remain available for patients who need them.

We hold same-day slots every day across our Wallington, Morden, and Sutton clinics. When an appointment is cancelled at short notice, that time is often impossible to fill — which affects both our practitioners and patients waiting to be seen.

Please give us at least 24 hours’ notice if you need to cancel or rearrange. Call 020 3146 6531 or email [email protected].

Cancellation fees

The following charges apply for late cancellations and missed appointments:

More than 24 hours’ notice:No charge. We will rebook you at a convenient time.
Less than 24 hours’ notice or no-show:100% of the appointment fee will be charged.

Fees are based on the full appointment rate: £70 for a first appointment, £60 for a return appointment.

Repeated late cancellations or no-shows may result in a requirement to pay a deposit in full, in advance of future bookings.

How to cancel

By phone:020 3146 6531during clinic hours
By email:[email protected]— include your name, date and time
Via Cliniko:Use the cancellation link in your appointment confirmation email

Cancellations left as voicemails or emails outside clinic hours are valid, provided they arrive before the 24-hour threshold. Clinic hours: Monday–Friday 8am–9pm, Saturday–Sunday 10am–5pm.

Running late

Please call us as soon as possible if you are running late. We will always do our best to accommodate you. If you arrive more than 15 minutes late without notice, we may need to shorten or reschedule your appointment. The full appointment fee remains payable.

If we need to cancel

In the rare event that we need to cancel or reschedule, we will contact you as soon as possible, offer the earliest available alternative, and never charge you a cancellation fee. We apologise for any inconvenience.

Deposits & prepayment

We may require a deposit in the following circumstances:

Patients who have previously missed appointments or cancelled with less than 24 hours’ notice — a full appointment deposit is required in advance
Block bookings of three or more appointments

Deposits are fully refundable with more than 24 hours’ notice, and non-refundable for same-day cancellations or no-shows.

Questions & exceptions

We understand that genuine emergencies happen. If you have been charged a cancellation fee that you feel is unfair, please get in touch and we will review it with discretion.

MDOsteo Ltd
Phone: 020 3146 6531
Email: [email protected]
Monday–Friday 8am–9pm · Saturday–Sunday 10am–5pm

This policy applies across all MDOsteo clinics: Wallington, Morden, and Sutton. Last reviewed March 2026.