Terms & Conditions 

1. Booking an appointment

 

1.1 As per the Veterinary Surgeons Act 1966, veterinary physiotherapists must work under veterinary consent. The Veterinary Surgeon’s (Exemptions) Order 2015 allows maintenance treatments without prior approval. However, a full initial assessment must be completed first. Veterinary permission will therefore be obtained before your first session.

 

1.2 New clients will need to complete an Initial Assessment Record and return it before booking. This allows sufficient time to contact your veterinarian for approval. Forms may be completed digitally, returned via email, or provided in person. If you are unable to complete the form digitally or on paper, we can complete it by telephone; please note calls may be recorded for evidence of consent and stored securely

 

1.3 Appointments can be booked via phone, message/WhatsApp or email.

 

1.4 It is your responsibility to provide accurate and up-to-date information about your animal’s health history.

 

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2. Preparing for and during your appointment

 

2.1 Please ensure your animal is clean and dry before the session.

 

2.2 Equine Patients: A safe, flat, non-slip surface must be available for walking and trotting during assessment. Treatment should take place in a quiet, low-stress environment, wearing an appropriate method of restraint (e.g., headcollar).

 

2.3 Canine Patients: A safe, flat, non-slip surface must be available for walking and trotting during assessment. Treatment should take place in a quiet, low-stress environment.

 

2.4 A responsible adult must be present throughout the appointment.

 

2.5 We reserve the right to refuse treatment if;

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• Veterinary treatment is required before physiotherapy can safely take place.

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• The animal is unsafe to handle.

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• The animal becomes excessively stressed during treatment.

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• The treatment environment is unsafe.

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If treatment is refused for these reasons, no treatment fee will apply. However, a travel fee may be charged.

 

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3. Payment

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3.1 Payment is due at the time of the appointment. We accept cash and bank transfer (BACS). Cheques are not accepted.

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3.2 An invoice will be issued by the end of the day of your appointment.

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3.3 Payment must be made within 7 days. Late payments will incur a fee of £2.00 per day from day 8 until settled.

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3.4 Travel fees may apply for clients located more than 20 miles from the treatment area. Mileage is charged at 50p per mile (round trip), calculated from our business address.  

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3.5 We reserve the right to suspend further appointments until outstanding payments are cleared.

 

4. Cancelation Policy

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4.1 Cancellations made more than 24hours before the appointment will not be charged.

 

4.2 Cancellations made within 24 hours will be charged at 50% of the appointment fee.

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4.3 No-shows or cancelation within 12 hours of the appointment will be charged the full appointment fee.  

 

4.4 If we need to cancel your appointment, no fee will be charged and we will rebook you at the earliest opportunity.

 

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5. Data Protection

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

 

5.1 Personal information and veterinary records will be stored securely on a password protected system.

 

5.2 Your data will only be shared with your named veterinarian with your consent. Your data will never be sold or shared to a third party.

 

5.3 Records will be retained for a minimum of 7years after your last appointment, in line with professional and legal requirements.

 

5.4 Photos and videos may be taken to track treatment progress. These will be stored securely.

 

5.5 With your consent, photos and videos may be used for educational or marketing purposes on our website or social media. Consent preferences can be indicated on your Initial Assessment Form and withdrawn at any time.  

 

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6. Liability

We take all reasonable precautions during treatment. However, animals can behave unpredictably, and owners remain responsible for their animals at all times.

 

6.1 We are not liable for:

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• Pre-existing conditions or injuries.

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• Any loss, damage, or injury caused by your animal before, during or after treatment.

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• outcomes where treatment is affected by inaccurate or incomplete information provided by the client.

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6.2 We hold appropriate professional and public liability insurance. Our liability is limited to the extent permitted by law.

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