Payment, Cancellation Policy & Refund Policy
Capability Practice Ltd Last updated: 15 October 2026 At Capability Practice, we understand that circumstances can change, particularly when managing health conditions or supporting an older family member. This policy explains our payment arrangements, appointment cancellations, refunds and how we manage interruptions to our Functional Longevity programme. We aim to be fair, transparent and considerate while ensuring that appointment time is managed responsibly. 1. Payment Arrangements Individual appointments Payment is required at the time of booking for the following services: Initial Occupational Therapy Assessment: £325 Follow-Up Occupational Therapy Intervention (60 minutes): £120 Appointments are confirmed once the booking arrangements and required payment have been completed. Our Complimentary Initial Consultation is free of charge. Functional Longevity Our 12-week Functional Longevity programme costs £3,000, including the initial assessment, 24 therapist-led home visits and a final reassessment within the programme. Clients may pay: In full: £3,000 before the programme begins. In two instalments: £1,500 before the programme begins and £1,500 at the beginning of week seven. Where a client has already paid £325 for an eligible Initial Occupational Therapy Assessment, that amount is credited towards the total programme fee. The remaining balance is therefore £2,675, payable according to an agreed payment schedule. All payment arrangements and due dates will be confirmed in writing before enrolment. Instalment payments contribute towards the total programme fee and do not represent separate purchases of individual sessions.
We ask clients to provide at least 48 hours' notice when cancelling or rearranging an appointment. More than 48 hours' notice Where sufficient notice is provided, clients may rearrange their appointment or receive a full refund of the appointment fee. Less than 48 hours' notice Where less than 48 hours' notice is provided, a cancellation charge of up to 50% of the appointment fee may apply. The amount charged will be assessed fairly, taking account of the circumstances and any reasonable costs or losses arising from the cancellation. The maximum charges under this policy are: Initial Occupational Therapy Assessment: £162.50 Follow-Up Occupational Therapy Intervention: £60 Any remaining prepaid amount will be refunded. We recognise that illness, hospital admission and unexpected emergencies can arise. These circumstances will be considered individually, and a cancellation charge will not automatically apply. Cancellation charges will not exceed what is fair and proportionate under applicable consumer law.
Functional Longevity includes 24 scheduled intervention visits over 12 weeks. We ask for at least 48 hours' notice when a scheduled visit needs to be rearranged. Where reasonable notice is given, we will aim to arrange an alternative appointment, subject to availability and the clinical appropriateness of the revised schedule. Where a visit is cancelled with less than 48 hours' notice, we will consider the circumstances fairly. Any applicable cancellation charge will be limited to a reasonable and proportionate amount, up to 50% of the equivalent £120 individual appointment fee (£60). We will not automatically treat a missed appointment as a completed intervention session. Any cancelled session, rescheduling arrangement or applicable charge will be recorded and communicated clearly. Where an appointment cannot be rearranged, we will account fairly for any undelivered service and applicable cancellation charge. More than 48 hours' notice Where sufficient notice is provided, clients may rearrange their appointment or receive a full refund of the appointment fee. Less than 48 hours' notice Where less than 48 hours' notice is provided, a cancellation charge of up to 50% of the appointment fee may apply. The amount charged will be assessed fairly, taking account of the circumstances and any reasonable costs or losses arising from the cancellation. The maximum charges under this policy are: Initial Occupational Therapy Assessment: £162.50 Follow-Up Occupational Therapy Intervention: £60 Any remaining prepaid amount will be refunded. We recognise that illness, hospital admission and unexpected emergencies can arise. These circumstances will be considered individually, and a cancellation charge will not automatically apply. Cancellation charges will not exceed what is fair and proportionate under applicable consumer law.
We understand that illness, hospital admission or significant changes in circumstances may temporarily affect a client's ability to participate. Where clinically appropriate, Functional Longevity may be paused for up to four weeks. During a pause, we will discuss the circumstances and agree a revised schedule, subject to appointment availability. Before restarting, we may review the client's health, functional abilities and intervention needs to ensure that continuing remains appropriate and safe. Pauses longer than four weeks will be considered individually. A programme pause does not guarantee that the original appointment days and times will remain available. If continuing the programme is no longer appropriate or possible, we will discuss the available options, including early termination and any applicable refund.
Clients may request to end Functional Longevity before completing the 12-week programme. Where this happens, we will provide a clear breakdown of: Services already delivered Payments already made Any reasonable, lawful cancellation costs The value of services not yet delivered Any refund or remaining amount payable Refunds and charges will be calculated fairly, taking account of the circumstances and applicable consumer rights. We do not operate a blanket non-refundable programme policy. Where Capability Practice ends the programme because intervention is no longer clinically appropriate or because we are unable to deliver the agreed service, we will explain the decision and provide an appropriate refund for undelivered services, subject to applicable law.
If we need to cancel an individual appointment, we will offer an alternative appointment or a full refund for the appointment not provided. If we need to rearrange a Functional Longevity session, we will work with the client to agree a suitable alternative. If we are unable to provide an agreed service, clients will not be charged for that undelivered service.
Depending on how a service is booked, clients may have a legal right to cancel within 14 days of entering into the contract. Where statutory cancellation rights apply, we will provide the required information before the client is bound by the agreement. If a client expressly requests that services begin during the statutory cancellation period, they may be required to pay a proportionate amount for services already provided if they subsequently cancel, in accordance with applicable law. We will obtain any legally required request or acknowledgement separately before beginning services during that period. Statutory cancellation rights take precedence over our standard 48-hour cancellation policy where applicable. Nothing in this policy limits or removes statutory consumer rights. If we need to rearrange a Functional Longevity session, we will work with the client to agree a suitable alternative. If we are unable to provide an agreed service, clients will not be charged for that undelivered service.
Travel within 10 miles of Banbury is included in our published fees. Additional travel charges may apply to appointments beyond this area. Any additional travel charges will be explained and agreed before booking. Where appointments are cancelled or rearranged, any treatment of prepaid travel charges will be fair and consistent with applicable consumer law. Where statutory cancellation rights apply, we will provide the required information before the client is bound by the agreement. If a client expressly requests that services begin during the statutory cancellation period, they may be required to pay a proportionate amount for services already provided if they subsequently cancel, in accordance with applicable law. We will obtain any legally required request or acknowledgement separately before beginning services during that period. Statutory cancellation rights take precedence over our standard 48-hour cancellation policy where applicable. Nothing in this policy limits or removes statutory consumer rights. If we need to rearrange a Functional Longevity session, we will work with the client to agree a suitable alternative. If we are unable to provide an agreed service, clients will not be charged for that undelivered service.
Where a refund is due, we will confirm the amount and process it without unnecessary delay, within any timeframe required by law. Refunds will normally be returned using the original payment method unless otherwise agreed. Any deductions will be explained clearly.
To cancel or rearrange an appointment, discuss a programme interruption or ask about a payment or refund, please contact: Capability Practice Ltd Email: contact@capabilitypractice.co.uk Telephone: 07424 497995 Website: capabilitypractice.co.uk Company number: 15278776 Registered office: 2nd Floor College House 17 King Edwards Road Ruislip, London United Kingdom HA4 7AE This policy should be read alongside our Terms & Conditions and Privacy Notice. Any deductions will be explained clearly.