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Terms of Business

By booking an appointment with Performance Animal Physiotherapy you agree to the following term 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 client 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. I recommend you discuss the option of physiotherapy and/or INDIBA treatments with your vet to make sure they approve of 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

  • A payment of £20 is required for all new clients to secure your booking. This can be paid by card online or by BACS, details found in your booking confirmation email. Your deposit is refundable up to 48 hours prior to your scheduled booking as per our cancellation policy below. If PAP has to reschedule to a later date, your deposit will held for the new date. 

  • The remainder of payment is preferred by BACS or cash at the time of the appointment. You can also pay by card online via your invoice you will receive after the appointment.

  • Invoices must be settled within 7 days of issue date. Late payment fees will apply, at a rate of £2.50 per additional day if the invoice is not settled within 7 days.

  • Cheques are not accepted as a method of payment.


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 a £20 appointment fee (or no return of deposit)

  • Cancellations made less than 24 hours prior to the appointment will incur a £50 appointment fee.

  • If you have paid a deposit, this is fully refundable should you wish to cancel up to 48 hours before your appointment.



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 IRVAP as a professional governing body within the industry, and thus should accept the claim of 'Complementary therapy' when referred by your Veterinarian. This can include physiotherapy and any electrotherapy such as INDIBA, as well as therapeutic equipment purchase and hire. Please contact your insurance company directly to find out more and if your claim is likely to be accepted before proceeding with physiotherapy treatments.

  • Please note that it will be your responsibility to cover the costs of any treatment with me directly 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.

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