Booking & Cancellation Policy
Last updated: 16 August 2026
This policy applies to appointment requests and confirmed appointments with Reset Recovery for physiotherapy, rehabilitation, consultation and assessment, sports recovery, massage and manual therapy.
1. Appointment requests and confirmation
An online submission is an appointment request, not an automatically confirmed booking. We manually review availability, the requested service and any information needed to determine an appropriate next step. An appointment is confirmed only when Reset Recovery sends an express confirmation by email, telephone, SMS or another agreed channel.
Submitting a request does not guarantee the requested date or time, acceptance for treatment or clinical suitability. We may suggest a different time, request an initial consultation/assessment, recommend another service, or decline where the requested service is not appropriate or cannot be provided safely.
2. Information requested
The standard request may ask for your name, telephone number, email address, requested service and preferred date/time. No customer account is required. The standard form intentionally does not request a diagnosis, medical history or symptoms. Please do not include health details in a general message unless necessary. Detailed information is discussed in an appropriate consultation, assessment or in person.
You are responsible for providing accurate contact information and for checking confirmations and reminders. Contact us promptly if any details are incorrect.
3. Therapist and clinical assessment
Reset Recovery currently operates with one therapist, so there is no therapist-selection option in version 1. Physiotherapy and rehabilitation normally begin with an appropriate assessment. A sports massage or manual-therapy request may also be redirected to an assessment where symptoms, history or safety considerations indicate that this is the responsible course.
Confirmation of an appointment is not a diagnosis or a guarantee that a particular treatment will be provided. The therapist retains clinical discretion to adapt, postpone, stop or decline a service where this is necessary for safety, professional standards or the person’s best interests.
4. Prices and payment
The applicable price is the price communicated or displayed for the confirmed service, subject to correction of an obvious error before the appointment. Version 1 is intended to support either full online payment or payment at the clinic; deposits are not used.
No online payment provider is currently configured. Before online payment is enabled, the provider will be identified as [ONLINE PAYMENT PROVIDER — TO BE CONFIRMED]. Card details will be handled by that provider, not stored in full by Reset Recovery. A payment is not proof of clinical acceptance unless the appointment is separately confirmed.
5. Cancellation or rescheduling by the client
To cancel or reschedule, contact contact@resetrecovery.bg or [PHONE NUMBER] and identify the appointment. The effective time is when the notice is received by Reset Recovery.
- At least 24 hours before the scheduled start: the appointment may be cancelled or rescheduled. If it was paid online in advance, the full amount will be refunded.
- Less than 24 hours before the scheduled start: an online prepayment is non-refundable. A free late rescheduling is not promised and any exception is at Reset Recovery’s discretion, taking the circumstances and available capacity into account.
Approved refunds are returned through the original payment route where reasonably possible. Processing may take [REFUND PROCESSING PERIOD — TO BE CONFIRMED], in addition to any time required by the bank or payment provider.
6. Missed appointments
A no-show is treated as a late cancellation. If the appointment was prepaid, the amount is non-refundable. If payment was due at the clinic and no payment was collected, this policy does not create an invented retrospective fee. Repeated no-shows may, however, lead Reset Recovery to require advance payment or restrict future online appointment requests.
7. Late arrival
If you arrive late, we will try to provide the service in the remaining scheduled time without delaying other clients. The session may be shortened and the full scheduled price still applies. Extra time is not guaranteed. Where the delay is significant and proceeding would be unsafe or unreasonable, the appointment may need to be rescheduled and may be treated under the late-cancellation rule.
8. Cancellation or changes by Reset Recovery
If Reset Recovery must cancel or move a confirmed appointment, we will notify you promptly using the contact details provided. You may choose a replacement appointment without an additional charge or, for an online prepayment, a full refund. We are not responsible for indirect expenses such as travel or lost income except where mandatory law requires otherwise.
9. Minors
An appointment request for a minor must be made by, or with the involvement of, a parent or legal guardian. Their consent, attendance or involvement may be required according to the minor’s age, the service and Bulgarian law. Reset Recovery may postpone the service if the necessary consent or responsible adult is not available.
10. Health, safety and emergencies
Tell the therapist about relevant conditions, medication, allergies, injuries, pregnancy, recent procedures and any change that may affect safe care. Do not attend if doing so would create an unreasonable health or infection risk; contact us as early as possible to discuss the circumstances.
Reset Recovery is not an emergency service. If you have severe or rapidly worsening symptoms, chest pain, breathing difficulty, loss of consciousness, signs of stroke, major trauma or another urgent concern, call 112 or seek urgent medical care. Do not wait for an appointment request or website reply.
11. Relationship with other terms
This policy forms part of the Terms & Conditions. The Privacy Policy explains how appointment and health information is handled. Nothing in this policy excludes rights that cannot lawfully be excluded under Bulgarian or EU consumer law.