Terms of Business

By booking an appointment with Performance Animal Physiotherapy you agree to the following term of business.

 

Booking an Appointment

• Booking requests can be made online or directly through myself via phone, Whatsapp message or email.

• View our current availability through the calendar online and choose a date and time to suit.

• Submit your booking request for review and we will get back to you to confirm selection or suggest alternative dates.

• You can view and manage your appointments online by logging into your client area and selecting 'My Bookings'.

• If you are a new client, you will be emailed a Client Onboarding From through Equicantis - our session reporting system. Please fill this in before your appointment.

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Payment 

• You will be asked for your payment card details to confirm your booking. No charge is taken at the time of booking request.

• You can consent to your card being kept on file and used for future payments.

• For new clients a £20 deposit will be requested to secure your confirmed appointment date and time. 

• Total amount payable will be dependent on service actually received and may include additional travel charge.

• An invoice of total amount will be generated at time of appointment and can be paid by card on file, BACS transfer, cash or with a subscription plan.

• Full payment is due within 7 days of the invoice issue date. Late payments will incur a daily statutory interest fee plus compensation charge of £40.

• Cards on file will be charged full amount at due date if payment not already received.

• Cheques are not accepted as a method of payment.

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Cancellation Policy

• ​​If you need to cancel your appointment, please contact us as soon as possible or manage your booking through your members area or links in email communications. I understand that in some circumstances this is unavoidable and charges below will be at the discretion of PAP.

• Cancellations made with at least 48 hours notice will not be charged and any deposit paid will be refunded or transferred to another booking.

• 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.​

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Veterinary Consent

• Veterinary physiotherapists are required to treat under the Veterinary Surgeons Act 1966, and therefore all treatments other than general 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 booking an appointment, 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 before booking.

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Preparing for an Appointment

• New clients or animals will be asked to fill out an Onboarding Form from Equicantis, please do this prior to your appointment. If you have not received the form please check your junk mail or ask for it to be resent.

• 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.

• 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 is deemed to require veterinary assessment prior to physiotherapy, or if the horse is considered a danger to the physiotherapist. In these cases the client will be charged an assessment and travel 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 taken, or consent but wish horse/location/owner to remain anonymous then please let me know.

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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.