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 confirm your selected appointment or suggest alternative dates or times.
Appointments can be viewed and managed via your online client area under “My Bookings.”
New clients will receive a Client Onboarding Form via Equicantis (our clinical reporting system). This must be completed prior to your first appointment.

2. Payment Terms

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

A £20 deposit is required to secure all one-off appointments (those not signed up to a PAP treatment plan).
Clients must consent to card details being held securely on file via PAP’s booking system.
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 preferably made at time of appointment via card on file, bank transfer (BACS), or cash.
Full payment must be received within 7 days of the invoice issue date or by due date stated on the invoice.
If payment has not been received by the due date, the card on file may be charged automatically if consented.
Late payments will incur statutory interest fees, in accordance with the Late Payment of Commercial Debts Regulations.
If card payment 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 card payments when purchased online.
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 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 honoured.
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

Discount packages available for minimum of monthly yard visits of 3 or more horses each visit to qualify for discounted rates.
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 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.
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, and any deposit paid will be refunded or transferred.
Cancellations with less than 48 hours’ notice will incur a £20 fee (or forfeiture of the deposit).
Cancellations with less than 24 hours’ notice will incur a £50 fee.

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.

7. Preparing for Your Appointment

New clients must complete the Equicantis Onboarding Form prior to the appointment.
Horses must be clean and dry to allow effective assessment and manual therapy.
A safe, quiet area (stable or tie-up) must be available.
Appointments may be rescheduled if suitable facilities or weather conditions prevent safe treatment.
A responsible adult must be present to handle the horse if required.
PAP reserves the right to refuse treatment if veterinary assessment is required first or if the horse is deemed unsafe. 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.