Performance Animal Physiotherapy

Equine Physiotherapy Services

Terms & Conditions of Business

By booking an appointment with Performance Animal Physiotherapy (PAP), you agree to the following Terms & Conditions. These are in place to ensure clarity, fairness, and a professional service for all clients.

1. Booking an Appointment

Appointments can be requested online, or directly via phone, WhatsApp, or email.
Availability can be viewed through the online booking calendar. Appointment requests are subject to confirmation.
PAP reserves the right to amend your selected appointment and suggest alternative dates or times.
Appointments can be viewed and managed via your online client area under “My Bookings.”
Clients will now receive an Update Form with their booking confirmation email and appointment reminder, please complete prior to each appointment outlining any updates with your horse since our last visit.

2. Payment Terms

A. Single Session Treatments (Pay-As-You-Go)

All bookings made online require card details to be held on file.
Bookings not made directly through the website require all new clients to either pay a £20 deposit or sign up to GoCardless auto payment method to secure an initial appointment.
Current clients are encouraged to also sign up to GoCardless even if they wish to pay by other means (cash/bank transfer) on the day to help avoid any missed invoices/late payments.
The total amount payable will depend on the actual service provided and may not always be the service you originally booked.
Any prices shown in booking confirmation and reminders may not be the final total payment due and is subject to change after appointment according to services received and any additional charges such as travel.
An invoice of the final amount due will be generated following the appointment.
Payment is due at time of appointment via cash, bank transfer, card (tap to pay) or GoCardless auto payment.
If payment is not received within 3 days of the appointment date or by due date stated on the invoice, then PAP is authorised to request payment through your card saved on file or through GoCardless.
Late payments will incur statutory interest fees, in accordance with the Late Payment of Commercial Debts Regulations.
If a payment request fails or payment is refused, PAP reserves the right to pursue recovery of the outstanding balance, including court fees and statutory interest.
Cheques are not accepted.

B. Treatment Packages (Annual Plans)

The following annual physiotherapy treatment packages are available:

1. Gold – 4-weekly sessions: £60 per month

2. Silver – 6-weekly sessions: £43 per month (£64.50 per session)

3. Bronze – 8-weekly sessions: £35 per month (£70 per session)

Payments are made via monthly standing order or automatic direct debit payments by GoCardless.
The first payment must be received before the first package appointment.
All new horses must complete a full initial assessment and treatment prior to enrolling in a package.
Packages run for a minimum 12 months to secure the discounted rate.
Packages may be upgraded or downgraded during the 12-month period, where any shortfalls will be charged but not refunded.
Packages may be cancelled after the initial 12-month term without further charge and any paid for sessions will be honoured if no further payments are outstanding.
Early cancellation (before 12 months) will result in all completed sessions being recalculated and charged at the full one-off treatment rate.
Any additional services, travel charge, extended treatment time, or changes beyond the original package scope may be invoiced separately, either during or after the treatment package.

C. INDIBA Treatment Packages for Performance or Injury Rehabilitation

Discounted INDIBA treatment packages are available after your horse's initial assessment where you will be advised on the current must suitable package for your horse if applicable.
Packages must be purchased in full upfront before treatments commence in order for the discounted rate to apply.
INDIBA packages are area-specific. The stated package price applies to treatment of one anatomical area only. Package price will be adjusted according to your horse's recommended treatment protocol.
Any additional services, travel charge, extended treatment time, or changes beyond the original package scope may be invoiced separately, either during or after the treatment package.

D. Professional/Livery Yard Packages

Discounted rates available for minimum of monthly yard visits of 3 or more horses each visit to qualify for discount.
Bespoke prices depend on services required, frequency of visits and number of horses.
One travel fee will be charged per visit and split between the number of horses seen.
One yard invoice will be sent after the appointment or at the end of the month to be paid within 7 days of issue.

3. Travel & Additional Charges

Travel charges apply to all sessions (other than local Tier 0) and vary depending on location and shared yard visits. See Map Here.
Any additional charges will be added to the invoice following the appointment and may be in addition to any Treatment Package prices already paid.
All sessions are tailored to your horse’s clinical needs at the time of the appointment. As findings evolve, PAP may advise changes to the treatment plan to ensure optimal outcomes and therefore price may vary from expected or originally quoted.

4. Deposits

Deposits paid are normally held and transferred to your next appointment and not refunded at each session.
An alternative to paying a deposit to confirm your appointment, you can now set up and authorise auto payments with GoCardless.
If enrolling in a Treatment Plan and a standing order is established, the deposit will be offset accordingly.
If you choose not to continue using PAP services, the deposit will be deducted from your final invoice upon request or refunded directly.

5. Cancellation Policy

PAP understands that cancellations are sometimes unavoidable. Fees may be applied at PAP’s discretion.

Cancellations with 48 hours’ notice or more will not be charged.
Cancellations with less than 48 hours’ notice will incur a £20 fee.
Cancellations with less than 24 hours’ notice will incur a £50.
Refusal of treatment at time of the appointment due to undiagnosed lameness/illness: £50 assessment fee plus travel.
Any fees will be charged directly to card details held on file or through GoCardless when authorised (notice will be given before any auto payments requested).
Appointments prepaid such as Annual Treatment Plans and packages, the late cancellation charges are due in addition to package price and will be charged to your card on file or GoCardless direct debit.

6. Veterinary Consent

Under the Veterinary Surgeons Act 1966, veterinary physiotherapists must work under veterinary consent for all treatments other than general maintenance.

If your horse has not been referred by a veterinary surgeon, PAP will contact your veterinary practice to obtain consent prior to treatment.
By booking an appointment, you consent to PAP liaising with your vet regarding your horse’s care.
Clients are encouraged to discuss physiotherapy and/or INDIBA treatment with their vet before booking and throughout their treatment plan with PAP.
It is the responsibility of the client to inform PAP immediately of any veterinary intervention or changes, including new medications (such as NSAIDS, steroids), injections, diagnostics, or changes in diagnosis. These interventions can directly impact the safety and efficacy of physiotherapy and INDIBA treatment, failure to inform PAP may result in termination of the session.

7. Preparing for Your Appointment

New clients should complete the Update Form prior to the appointment to advise PAP of any changes, concerns or veterinary intervention since the last visit.
Horses must be clean and dry to allow effective assessment and manual therapy.
A safe, quiet and undercover area (stable or tie-up) should be available. Please advise PAP before the appointment if not possible.
Appointments may be rescheduled if suitable facilities or weather conditions prevent safe treatment.
For SLEIP gait analysis, a flat and safe surface is required with enough room to trot the horse up. For a circle assessment, an area suitable for lunging is also required.
A responsible adult must be present to handle the horse if required.
PAP reserves the right to decline or pause treatment if in the professional judgement of the practitioner, the horse is deemed unsafe, or unfit for service due to an undiagnosed injury, lameness, or any other health issue that prevents treatment. In such cases, an assessment and travel fee will still apply.

8. Data Protection

All personal data is handled in accordance with the Data Protection Act 2018 and the confidentiality requirements of the Veterinary Surgeons Act 1966.
Client and animal data is stored securely and used solely for treatment, record keeping, and communication.
Information will not be shared without prior consent.
Photos or videos may be taken to document progress and may occasionally be used for educational or marketing purposes.
If you do not consent to photography or wish to remain anonymous, please inform PAP at any time.

9. Insurance Claims

Many equine insurers recognise IRVAP as a professional governing body and may accept claims for complementary therapies when referred by a veterinary surgeon.
You may be able to claim for physiotherapy and electrotherapy treatments such as INDIBA, as well as therapeutic equipment purchase and hire.
It is the client’s responsibility to confirm cover with their insurer prior to treatment if they wish to claim back treatment costs.
All treatment fees are payable directly to PAP as per payment terms above.
Receipts and treatment reports can be provided to support insurance claims.

10. Acceptance of Terms

By booking or attending an appointment with Performance Animal Physiotherapy, you confirm that you have read, understood, and agreed to these Terms & Conditions.