FAQs & Cancellation Policy


Cancellation policy

If you are unable to make your appointment due to other commitments, please contact the centre giving at least 24 hours' notice.

Our clinicians often have a waiting list and therefore your appointment time might be greatly appreciated by someone else. 

If you do not provide 24 hours' notice, or fail to attend your scheduled appointment, you may be charged 50% of your appointment cost. We would however much rather rearrange your appointment, so please contact the clinic by phone (leaving a voicemail if no answer) or via email, as soon as you know you can't make your appointment. 

Should you fail to attend on multiple occasions, we retain the right to ask for full payment at the time of booking. This is for anyone who repeatedly cancels giving less than 24 hours' notice, or did not attend their booked appointment. 

To help reduce wasted appointment slots, we text and email all clients 48 hours before their appointment day. We urge everyone to check the time and date stated on their reminder messages and to contact the clinic if it is different to what you were expecting.


Upon entering the grounds follow the road up, driving past the turnstiles, until you reach Car Park 6, which will be on your right. From here you will be able to access either of our two sites; The Hampshire Wellbeing Centre and The Hampshire Wellbeing Suites. The site map showing this can be found, below.

The Hampshire Wellbeing Centre is located in the building immediately adjacent to Car Park 6.

The Hampshire Wellbeing Suites are located in the Colin Ingleby-MacKenzie stand that is accessed via the Utilita Bowl’s East Gate, also next to Car Park 6. To access this gate you may need to use a QR Code that will be sent to you with your appointment reminder. If you do not have it with you on the day, please push the call button at the gate and a member of the security team will grant you access.

The clinic has ample free parking, changing rooms with a shower and has full access for disabled users.

Our comfortable waiting areas also allow for free Wi-Fi access.

For information on getting to Utilita Bowl itself, please see below.

Utilita Bowl on Foot

If walking to The Hampshire Wellbeing Centre, please make your way along Botley Road until you reach Marshall Drive and the giant set of cricket stumps.

Please then walk up Marshall Drive, head straight over the roundabout, continue up and over the hill past the turnstiles and Matchday Ticket Office on your left until you see The Hampshire Wellbeing Centre on your right.

Utilita Bowl by Bus/Train

Hedge End train station is less than 2 miles away, approximately a 35 minute walk from The Hampshire Wellbeing Centre.

If you don’t fancy walking or jumping in a taxi from the station you can catch the First Bus No. 8 (see below). Hedge End station is located on the Portsmouth Solent Line.

Southampton Airport Parkway station is approximately 3.5 miles from The Hampshire Wellbeing Centre and services the Waterloo to Weymouth South West Main Line.

The Xelabus X4 then services the Utilita Bowl from the train station (see below).

For all National Rail Enquiries please visit www.nationalrail.co.uk or call 03457 484 950.

First Bus No. 8 service connects the Utilita Bowl with Hedge End train station, Southampton Civic Centre or Southampton City Centre.

To view a timetable for this service, please visit www.firstgroup.com/ukbus/hampshire or telephone 08712 002 233.

The Xelabus X4 service links Southampton Airport Parkway station with the Utilita Bowl.

The bus stop can be found directly outside the entrance to the station building on platform 1 and drops off on Botley Road.

For more information please visit www.xelabus.info or telephone 02380 644715.

Utilita Bowl by Road

The Hampshire Wellbeing Centre is just 1.2 miles from the M27, Junction 7. When exiting the motorway please follow signs for the Utilita Bowl.

When arriving at the Utilita Bowl please continue to drive up and over the hill, passing the turnstiles and Matchday Ticket Office on your left until you see The Hampshire Wellbeing Centre and its car park on your right. If you pass the Nursery cricket pitch on your right, you have gone too far!

The Hampshire Wellbeing Centre offers complimentary parking for its clients.

Utilita Bowl on Bike

The Hampshire Wellbeing Centre provides a free bicycle storage facility.

Utilita Bowl from Abroad

Southampton Airport is the closest airport to the Utilita Bowl, situated just 3.5 miles away. Upon arrival you can take the short trip on the First Bus No. 8 or catch a taxi.

Gatwick Airport is situated 90 miles from the Utilita Bowl and is the closest airport for long haul flights. Once landed there are a number of ways to travel to the venue, please visit www.gatwickairport.com/to-and-from for more information.

Other FAQs

The Hampshire Wellbeing Centre FAQs

Who Can Come To The Hampshire Wellbeing Centre?

Anyone and everyone can come to The Hampshire Wellbeing Centre and you do not need a referral. The majority of our clients pay for their own treatment but we are also registered with all the major health insurance companies, including BUPA, AXA-PPP, Vitality, AVIVA, WPA and Simply Health.

Who Do I Need To See?

If you are unsure if we can help then please do call or e-mail and we will be more than happy to discuss you individual problem with you free of charge. Our broad team of specialists are able to deal with a wide range of ailments, injuries and issues.

What Makes Us Different?

We have a team of specialists that cover every aspect of the body, you can therefore be seen by an expert for your specific problem. We also pride ourselves on being practitioners of current best practice meaning your treatment will always be in line with current best clinical evidence and research.

How Many Sessions Will I Need?

More than 80% of our clients get better in less than four sessions, but every case is different and your individual case and expected recovery time will be discussed with you during your initial assessment.

What If I Have Two Or More Issues?

If the problems are not related (i.e. shoulder pain and knee pain), it might be suggested that you have longer follow up appointment to enable us the time to properly address all your issues. If this is the case, this will be discussed with you before or during your initial assessment.

Am I Able To Park At The Centre?

Yes, there are ten parking bays (including disabled bays) adjacent to the clinic.

Does The Centre Have Any Showering Or Changing Facilities?

Yes, the centre is equipped with both changing and showering facilities for your convenience.

I've Booked An Appointment, What Happens When I Arrive?

When you arrive, ahead of your appointment, you will be welcomed into our waiting area where you can enjoy complimentary WiFi and TV.

Can I Bring Someone With Me?

You are welcome to bring a friend or family member with you to your consultation, or have a chaperone present. If you are under the age of 18, we require that an appropriate adult attends for the duration of your session. If you require a translator, please arrange for this prior to your appointment.


What Happens If I Do Not Attend My Appointment?

Should you no longer be able to attend your appointment, we kindly ask for 24 hours' notice or you may still be charged. Please see our cancellation policy for further details. 

Can I Get Access To My Physiotherapy Records?

You have the right to access the medical records we keep for you. If you require a copy, please contact us at enquiries@hantswellbeingcentre.com. These records are stored securely for 8 years, at which point they are destroyed. Verification of your identity will be required before notes are released. 

Can You Delete My Personal Data?

If you wish us to remove your personal information from our database, you can request us to do so at any time. We will continue to store your medical records until 8 years after your last appointment, at which point they will be destroyed. 

How Can I Give Feedback On My Experience With You?

You can give feedback by completing the form found here. Your feedback will be seen by our centre manager. 

How Do I Make A Complaint?

If you need to make a complaint regarding an experience you have had at the Hampshire Wellbeing Centre, please email enquiries@hantswellbeingcentre.com and we will acknowledge receipt of your complaint within 24 hours. Once we have investigated the issue, we will be able to respond fully, and hope to do so within 10 days. 

Can I purchase gift vouchers?

Yes, we sell gift vouchers. Please purchase from the team directly in centre. 

If we haven't been able to answer your query, please do not hesitate to contact the centre directly via 02380 475637 or enquiries@hantswellbeingcentre.com