Terms of Business.
Booking an Appointment
Bookings must be made directly through myself via phone, Whatsapp message or email.
If you are a new client, please kindly fill out the customer registration form Once this is completed, I will contact you to book an initial treatment.
Veterinary physiotherapists are required to treat under the Veterinary Surgeons Act 1966, and therefore all treatments other than maintenance treatments require veterinary consent. If your horse has not been referred to me by your veterinary surgeon, I will need to contact your veterinary practice to gain consent prior to any treatment taking place. By completing and submitting the new client registration form, you agree to me contacting your vet to discuss this.
Preparing for an Appointment
In order to make the treatment as efficient as possible, please ensure your horse is clean and dry ready for the appointment, otherwise palpation and manual therapies cannot be carried out effectively.
Please ensure there is a quiet, safe area for the treatment to take place, such as a stable or tie-up area. If there is no indoor space, appointments may have to be rescheduled in the event of bad weather.
The right is reserved to refuse physiotherapy treatment if the horse requires veterinary treatment prior to physiotherapy, or if the horse is considered a danger to the physiotherapist. In these cases the client will not be charged for the appointment, but may be charged a travel and assessment fee.
Payment Methods
Payment is preferred by card at the time of the appointment. I have a mobile card reader that accepts all major debit/credit cards, contactless and ApplePay.
For clients who prefer to pay by BACS, invoices will be issued after the appointment. It is appreciated if invoices are settled within 5 days of the issue date. Late payment fees will apply, at a rate of £2.50 per additional day if the invoice is not settled within 5 days.
Unfortunately I no longer accept cash or cheques as a method of payment.
Group Booking Discounts
I offer a group booking discount of 10% off each treatment where 3 or more horses are treated at the same location, on the same day.
Clients based at Priory Farm are offered a 10% discount on all treatments, including monthly subscription packages.
Cancellation Policy
If you need to cancel your appointment, please contact me as soon as possible. I understand that in some circumstances, this is unavoidable. Cancellations made with at least 48 hours notice will not be charged.
Cancellations made less than 48 hours prior to the appointment will incur 50% of the appointment fee.
Cancellations made less than 24 hours prior to the appointment will incur the full appointment fee.
Data Protection
All client information is strictly bound by the Data Protection Act 2018 and the confidentiality law within the Veterinary Surgeons Act 1966. Personal data including names, contact details and animal’s veterinary history will be taken prior to treatment and kept to allow progress to be tracked and enable me to contact you. All data is stored securely on a private, password-protected computer. This information will not be shared without your prior consent.
Photos and videos may be taken during treatments to document progress. Occasionally these may be used on my website or social media pages to market the business and educate others. If you do not wish for photos or videos of your animal to be shared then please let me know.
Insurance Claims
The majority of equine insurance companies recognise the IRVAP and/or AHPR as professional governing bodies within the industry, both of which I am registered with. Please contact your insurance company directly to find out more.
Please note that I do not deal with direct claims, you will be required to cover the costs of any treatment with me and I can then provide a receipt of payment as well as a full treatment report which you can use to claim on your insurance.