refund guarantee

Theralysix 100% Satisfaction Refund Guarantee Policy

At Theralysix, we prioritize your health, well-being, and satisfaction above all else. Our goal is to provide exceptional physiotherapy services that meet your individual needs and expectations. However, we understand that outcomes can vary based on personal health conditions, treatment adherence, and various other factors. In recognition of this, we offer a 100% Satisfaction Guarantee to ensure that every client feels confident and secure in choosing Theralysix.

This policy is designed to ensure a fair and transparent approach to refunds, while also giving our team the opportunity to address and rectify any concerns before a refund is granted. The following sections outline the detailed criteria, processes, and conditions for refund eligibility and the steps Theralysix will take to ensure your satisfaction.

1. Scope and Overview of the Refund Guarantee

Theralysix is committed to providing the highest standard of care and service. However, if a client feels that their treatment has not met expectations or desired outcomes, the following steps will be taken before a refund is granted:

1. Follow-Up and Reattempt: If you are dissatisfied with the results of your session, we offer a free reattempt session to address your concerns and make any necessary adjustments to the treatment.

2. Second Consultation and Review: If dissatisfaction persists, a second consultation with a different physiotherapist from our team will be arranged. This allows for a fresh assessment, and, if necessary, an alternative approach or treatment plan can be offered.

3. Refund Eligibility: If after completing both the reattempt and second consultation you are still unsatisfied with the service or outcome, you may be eligible for a refund, provided that the conditions outlined in this policy are met.

Our Refund Guarantee Policy is intended to ensure that every reasonable attempt is made to resolve concerns before issuing a refund.

 

2. Eligible Services for Refund Guarantee

Refunds are offered only for certain services where specific treatment goals are expected. Eligible services include:

• Initial Physiotherapy Assessments: Includes the diagnostic consultation and initial treatment planning.

• Manual Therapy Sessions: Hands-on treatment sessions aimed at addressing musculoskeletal issues.

• Exercise Therapy: Personalized exercise programs designed to aid rehabilitation or improve mobility.

• Rehabilitation Sessions: Including post-injury or post-surgical rehabilitation treatments.

Non-Refundable Services:

Certain services are not eligible for the refund guarantee, including:

• Consultation-Only Sessions: Where no physical treatment was provided.

• Health and Wellness Advice: Sessions focusing solely on lifestyle, ergonomic, or wellness advice.

• Group Therapy or Classes: Sessions provided in a group setting, where individual attention may vary.

• Third-Party Products or Supplements: Products purchased through our clinic or recommended by therapists, as these are subject to third-party policies.

Refunds are strictly applicable only to the listed eligible services.

 

3. Conditions for Refund Eligibility

3.1 Dissatisfaction Criteria

To qualify for a refund, the following criteria for dissatisfaction must be met:

• Treatment Ineffectiveness: The primary reason for the refund must be related to the ineffectiveness of the treatment. For example, if there is no noticeable improvement after completing the prescribed course of treatment.

• Quality of Service Concerns: Issues related to the quality of care, such as insufficient attention from the therapist, lack of professionalism, or discomfort due to treatment technique.

General dissatisfaction not related to the treatment outcome, such as preference for a different staff member, general ambiance, or waiting times, will not qualify for a refund. The concern must relate directly to the treatment’s effectiveness or professional service provided.

3.2 Required Feedback and Documentation

To be eligible for a refund, clients must:

• Provide Clear Feedback: You will be asked to submit a detailed account of your dissatisfaction, including specific aspects of the treatment that did not meet expectations.

• Complete Follow-Up Surveys: We may require clients to complete follow-up surveys to gather more information on their experience. This feedback is essential for us to understand the issue and make improvements.

• Treatment Plan Compliance: You must have followed the prescribed treatment plan. Refunds will not be provided if you did not adhere to the treatment, such as not performing prescribed exercises, missing follow-up sessions, or ignoring aftercare advice.
  
   

4. Steps Before a Refund is Considered

Refunds will only be considered after all steps to resolve the issue have been taken. This includes:

4.1 Free Reattempt Session

If the initial session did not meet your expectations, we offer a free reattempt session with the same physiotherapist to correct any concerns or adjust the treatment approach. This session will focus on addressing your specific feedback and ensuring that any discomfort or ineffectiveness is addressed.

4.2 Second Consultation with Another Therapist

If the reattempt session does not resolve the issue, we will arrange a second consultation with another licensed physiotherapist at Theralysix. This session will involve a thorough reassessment of your condition and may result in a revised treatment plan or a different therapeutic approach.

This second opinion is an essential step before a refund is issued, as it allows us to explore alternative options and give your treatment the best possible chance of success.

4.3 Adherence to Treatment Plan

Refunds will not be granted if the client has failed to follow the treatment plan as prescribed. This includes skipping recommended exercises, missing follow-up appointments, or failing to comply with aftercare instructions provided by the therapist. Therapy effectiveness depends on client compliance, and we cannot be held responsible for unsatisfactory outcomes if the treatment plan was not fully followed.

 

5. Refund Request Process and Timeframe

Once the reattempt session and second consultation have been completed, if you remain dissatisfied, you may submit a formal request for a refund. The process is as follows:

5.1 Submission of Refund Request

• The refund request must be made in writing, either via email or in person.

• The request must include the specific reasons for dissatisfaction, dates of treatment, and supporting documentation, such as relevant medical records or a written account of why the treatment was ineffective.

5.2 Refund Request Timeframe

Refund requests must be submitted within 30 days of the date of the original treatment session. Requests made after this period will not be considered.

5.3 Evaluation of Request

Upon receipt of your refund request, the following steps will be taken:

• Review of Feedback: Our management team will review the feedback and documentation submitted.

• Consultation with Therapists: We will consult with the therapists involved in your treatment to ensure a full understanding of the situation.

Based on this evaluation, a decision will be made within 14 business days of receiving the refund request.

 

6. Conditions Under Which Refunds Will Not Be Granted

There are specific conditions that render clients ineligible for a refund. These include:

6.1 Missed or Canceled Appointments

Refunds will not be granted for missed appointments or late cancellations. As per our cancellation policy, appointments must be canceled or rescheduled with at least 24 hours' notice. Failure to do so will result in the full session fee being charged, and this will not be refunded.

6.2 Non-Compliance with Treatment Plan

As previously mentioned, clients who do not follow their prescribed treatment plans are not eligible for refunds. Physiotherapy requires active participation from the client, and non-compliance can result in unsatisfactory outcomes for which we cannot be held responsible.

6.3 Dissatisfaction Due to External Factors

Refunds will not be issued for dissatisfaction stemming from external factors, such as:

• Personal Preferences: Preferences for a different therapist, ambiance, or waiting times.

• Unrelated Health Conditions: If your recovery or treatment outcome is affected by pre-existing or unrelated health conditions that were not disclosed, a refund will not be provided.

6.4 Subjective Experience

Subjective dissatisfaction without clear, measurable concerns regarding the treatment's effectiveness will not qualify for a refund. General dissatisfaction with the overall experience (e.g., waiting time, clinic ambiance) will not be considered grounds for a refund.

6.5 Delay in Filing Refund Request

Refund requests filed more than 30 days after the original treatment session will not be eligible for consideration, regardless of the circumstances.

 

7. Refund Approval and Payment

7.1 Refund Approval

Once a refund has been approved, you will receive written confirmation via email. Refunds will only be processed after all attempts to resolve the issue have been exhausted, and the steps outlined above have been completed.

7.2 Payment Method

Refunds will be issued through the same payment method used for the original transaction, unless otherwise agreed. For example, if the service was paid for by credit card, the refund will be issued back to the same credit card. Refunds will be processed within 14 business days of approval.

 

8. Final Settlement and Waiver of Further Claims

By accepting a refund, you acknowledge that the refund constitutes full and final settlement of any claims or disputes related to the treatment or service in question. Once a refund is issued, you agree to waive any right to pursue further legal claims or actions against Theralysix regarding the treatment outcome.