Verified Company
I’m leaving this review to give a full picture of my experience, since I can’t respond to the clinic’s comment after editing.
I came here for 3 sessions over several weeks due to severe hip/lower-back pain that has now lasted 9 weeks. After the first session I reported temporary relief for a few hours before the pain returned. After the second session, my symptoms noticeably worsened — which I communicated immediately via WhatsApp voice notes.
Because the pain increased so significantly after the second session, I booked what became an emergency session for the third visit. During that appointment, the therapist offered me a refund if the symptoms did not improve going forward. I appreciated that and took it as a sign of confidence in the treatment.
However, after explaining that the pain had continued to deteriorate — even more than before starting treatment — the therapist later denied the refund entirely, saying he believed I had “visibly improved,” despite my repeated reports of increased pain.
For clarity:
• Yes, I was late to two sessions due to the severity of the pain affecting my mobility.
• Yes, I tried one gentle stretch on my own after the pain had already increased.
• No, my symptoms did not improve — they worsened significantly after the second session and continued to decline.
• At this point, I have had to seek GP care, am starting nerve-pain medication, and have been referred for MRI assessment.
My concern is not the refund itself — it’s the dismissal of what I clearly communicated, and the contradiction between offering a refund during the session and then later denying that offer entirely.
I’m sharing this so others can make informed choices, and so expectations around guarantees and patient feedback remain transparent.
Reply from North-55 ® Sports Massage, Edinburgh
2025.12.02
Thank you for your feedback. You arrived late for 3 sessions- very late and I gave additional time for every session.
I decided not to refund because there was no requirement for refund. I chose to do this which I stand by it was the correct decision that I made.
I decided not to refund because there was no requirement for refund. I chose to do this which I stand by it was the correct decision that I made.
