By agreeing to a physiotherapy consultation, you are agreeing to the terms and conditions laid out below. 

 

This document sets out the terms upon which we carry out veterinary physiotherapy work for our clients. These terms and conditions apply not only to current work but also to all future work unless we write to you amending the terms.

 

1. Office Hours: I implore to respond to emails, messages and social media messages within a reasonable timeframe. Sometimes contact may lie outside of ‘normal’ working hours, however I will do my best to respond at a reasonable time. 

 

2. Treatment Hours: These will be determined by caseload and will be confirmed with you at time of booking. Initial consultations may take longer than a repeat consultation due to more subjective history being taken. 

 

3. We ask that there is a safe, dry/ covered area away from other animals to carry out treatment. All animals should be clean and dry prior to treatment. Your visit may be cancelled if this is not adhered to (please see section 8 with regards to bad weather). 

 

4. Veterinary Physiotherapists are required to treat under veterinary referral within accordance with the Veterinary Surgeons Act 1966. Therefore, all clients currently under current veterinary care or are lame must have consent or a referral from their veterinarian prior to their physiotherapy treatment. 

 

5. Client Confidentiality: The physiotherapist/client relationship is founded on trust and in normal circumstances we will not discuss or disclose to any third party any information about a client or animal without either express or implied consent. By signing our consent form, you agree that any information given or discovered in a veterinary physiotherapist consultation may be shared with the referring veterinary practice. 

 

6. Ownership of records: We retain, as our property, all clinical records. Any veterinary surgeon or paraprofessional taking over a case may be forwarded copies of relevant records, but only upon the request or consent of the client.

 

7. Insurance: We support the principle of insuring against unexpected accidents or illnesses. However, we would respectfully remind you that our terms of payment still apply, and that the contract with the insurance company is between the client and the insurance company only. Therefore, Clover Veterinary Physiotherapy will only accept payment within the timeframe stated in the payment terms (see 9).

 

8. Fees: We calculate our fees on any consumables used, professional time and opinion. Fees will be listed on an invoice which will be produced after treatment.

 

9. Cancellation Policy: We understand that there may be extenuating circumstances forcing you to cancel your appointment. In other circumstances, if you cancel with less than 48 hours’ notice, we reserve the right to charge the full price of the appointment charge, unless the space can be filled.

 

10. If bad weather forces cancellation for clients with no indoor space for treatment, the cancellation fee will be waived and a consultation will be rebooked at the earliest available time. 

 

11. Payment terms: Paid in full within 7 days of invoice. Accounts may be paid by cash or BACS. If using BACS, see invoice for details, or please contact me at clovervetphysio@outlook.com for our bank details.

 

12. Complaints: Our aim is to provide a first-class service. However, should you wish to discuss any problems you may have with our services, we ask you, in the first instance, to address such issues to Lauren Walker.

 

13. Privacy Policy: All clients details are strictly bound by client confidentiality law within the Veterinary Surgeons Act 1966 and the IRVAP code of conduct. Clover Veterinary Physiotherapy also complies with The General Data Protection Act (GDPR).

 

14. Data Protection: In holding and using data about you, we will comply with the provisions of the General Data Protection Regulation and the Data Protection Act 2018. In instructing us to treat yourself or your animal, you authorise us to use that data in the course of the work that we do for you. We will, where specifically required, pass on to Insurers, details of clinical histories and case records, relating to yourself or your animal. Your details will not be shared to any other agencies. 

 

15. The right is reserved to refuse physiotherapy treatment if the animal required veterinary attention prior to physiotherapy or if the animal is considered a danger to the physiotherapist or surrounding people. An invoice may still be generated for the physiotherapists’ time. 

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16. Refer a friend offer: Both consultations must be booked by the time of 

creating the initial invoice, or the discount cannot be applied to either 

invoice. 

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17. Multi-pet discount: All animals must be at the same location for the offer to apply. This is applicable for dogs, cats and horses. This may be wavered in select situations, and may be offered per postcode by way of a local offer in express circumstances. 

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18. Block bookings: Not all consultations are required to be booked at the time of paying for the offer, unless you (the client) wishes to do so. The invoice must be paid prior to the initial consultation. All consultations must be used within a 12 month period of the initial consultation, and no refund 

is eligible for goods not used. In case of extenuating circumstances, a refund may be considered.