FREQUENTLY ASKED QUESTIONS
Booking, amending and cancelling appointments
Should I book through the website or MINDBODY app?
If booking for with us for the first time, we recommend you to use the 'Book Now' link on our website. For subsequent bookings the MINDBODY app is the easiest way to book, amend and cancel appointments. Please note if you are using the app you need to link your online account; in the app go into settings and send verification email, verify that email and it will link your account to the app.
Why do I have to choose new or existing client?
All clients booking with us for the first time have to complete an intro session or initial consultation.
In our Pilates and Strength Conditioning intro sessions our physiotherapists' screen for postural imbalances and movement dysfunctions. This allows us to tailer classes and programs to you and your goals.
New Physiotherapy clients will need to an initial consultation; where we complete a detailed assessment of your condition and create your treatment plan and rehab program.
After you first session with us you will have full access to book from our 'existing client' menu.
How do I book an appointment/class using the MINDBODY app?
Once you have downloaded the MINDBODY app on your mobile device, search for Four Sides and add us to your favourites. All appointments and classes available on our website can be booked through the MINDBODY app. Please note you are unable to do re-occurring bookings on the app.
What should I do if I have issues booking?
We hope that booking with Four Sides London will be as easy simple. However if you do have any issues then please email [email protected] and we will contact you as soon as a member of the team is available. We aim to respond to all client enquiries within 24 hours.
How do I book an appointment for me and my partner/family?
Please log on to your MINDBODY account and navigate to "My Info" and then "Profile". There you can then "Add Family Member" and select if you want to pay for each family member through your account.
I've cancelled my appointment, why have I not received money back in to my account?
When you cancel an appointment or class with more than 12 hours notice, your MINDBODY account will be credited. If you would prefer a refund of your payment, then please email [email protected] and we will arrange this for you. If an appointment or class is cancelled within 12 hours, then we cannot credit your account or refund payment.
Why haven't I received a confirmation email for my appointment/class?
When setting up your MINDBODY account, in order to receive confirmation emails and receipts, you must "Subscribe to email reminders & notifications". In order to activate this functionality, in your MINDBODY account, please navigate to "My Info" and then "Profile". Click "edit" in your "Personal" information and then select "Yes" to "Subscribe to email reminders & notifications". Make sure you click "Save" before leaving the page!
Why can I not get hold of anyone at Four Sides by phone?
At Four Sides London we want to welcome you personally in to our space and therefore we do not operate a reception. We hope that you can find everything that you need on our website. If you do have any questions or issues, please contact us at [email protected]oursideslondon.com and we will respond to your enquiry as soon as possible. We aim to respond to all client enquiries within 24 hours.
How do I see how may passes I have left out of my block of 10?
Please log in to your MINDBODY account and navigate to "My Info" and "Account". This will show you your "Account Balance". On this page you can see how many passes that you have purchased, how many you have remaining and when they expire.
There are no classes available, what do I do?
Our timetables both on our website and on MINDBODY are updated in real time. If you cannot find the appointment or class that your looking for then please select and search for another time. If you find that the appointment/class you really want is frequently unavailable, then please contact us at [email protected] and we will try our best to accommodate you.
How do I book repeating sessions e.g. Same time every week?
You can only book recurring appointments using the MINDBODY booking tool. online. Once you have found your preferred appointment/class, when you reach the "Select Appointment Details" page, click on "Book Recurring Appointments".
There's no reception, do I need to check in to my appointment and how do I book another session?
When arriving at our space, if you are attending a class you can check in on our iPad via the MINDBODY check in app. If you are coming for an appointment there is no need for you to check in, our Physiotherapists will do all that for you. If you are early for your session, please feel free to relax in our welcome area where your Physiotherapist will come to greet you. To book in another session you can log into your MINDBODY account either on our reception iPad before leaving (remember to log yourself out!) or at your leisure at home.
Can I pay for my appointment/class in cash on the day?
All of our payments are taken online through MINDBODY. No cash is kept in our space and we are unable to accept cash payment for any sessions.
Appointments and classes
Why can't I book a class as a New Four Sides Client?
If new to us then you must complete a Four Sides Intro session before you can book in to a class.
Who will I be exercising with if I join a class of 4 or 6 people?
Our classes are open to anyone, of any age and any ability, male or female. Our goal is to be at the centre of our community and we hope you will enjoy your class at Four Sides London whether with existing or new friends.
Why do you not offer beginner, intermediate and advanced classes?
At Four Sides London we aim to tailor all of our appointments and classes to you whether it is a 1:1 Physiotherapy session of 4:1 S&C class. Some classes may differ in terms of levels due to the clients attending and so your Physiotherapist will guide you into the best classes to suit you. If you feel a session is to easy, or too hard, please let our Physiotherapists know and we will be happy to adapt your plan.
How do your wait lists for your classes work?
We have a wait list of 2 people maximum per class. If you add yourself to a wait list then you will be informed by email if a space becomes available by being automatically booked into that class. The wait list will close 2 hours before the start of the class. If you are added to a class from a wait list and then go on to cancel, we retain our 12 hours cancellation policy.
Private medical insurance
Do you accept insurance Physiotherapy?
We are recognised for Physiotherapy by all major insurance companies. Please contact your provider for the terms of your policy. Most insurance companies will require a referral from your GP before commencing treatment.
How do I claim for my session through my insurer?
Bupa and Axa: Please email [email protected] to book. To book your appointment we require: your name, date of birth, membership number, pre-authorisation number for the course of treatment and name of your referrer. Treatment is limited to 5 x 30 minute sessions per condition by Bupa and Axa, unless otherwise stated.
All other insurers: Follow our normal booking process for a Physiotherapy appointment (click on 'Book Now' on our website homepage). You will be required to pay for the appointment at the time of booking. Inform the Physiotherapist at your initial session that you are claiming through insurance and they will email you an invoice and receipt so that you can claim it back through your medical insurer.
What are your Bupa/ Axa provider numbers?
Four Sides London provider numbers: Bupa- 80013439. Axa- Megan Vickers MV00873 Claire Mills CM05293. Emma Wrath EW01776.