Terms &
Conditions

An admin fee may be requested by your VET for the veterinary referral which could vary between £15-£20. We are legally required to gain Veterinary consent before any outpatient treatment is carried out under The Veterinary Surgeons Act 1966. 

Health & Safety Guidelines

For Clients:
Please follow all instructions provided by Sophie. As the client, you are responsible for the safety and behavior of any pets. Our therapist’s focus will be on the animal under treatment, and you may be invited to assist with exercises or motivation.

For Animals:
Keep your dog on a lead at all times until a staff member confirms it is safe to let them off-lead. You should maintain control of your dog at all times. If needed, please request assistance.

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Change of Circumstances
Please let us know of any updates regarding your animal’s medications, recent surgeries, changes in veterinary guidance, or if they are receiving treatment elsewhere. Additionally, if your animal contracts any infectious or contagious disease (such as kennel cough or mange), notify us immediately.

Discussion of Risks
Physical exercise can place additional stress on an animal’s cardiovascular and respiratory systems. If your pet has an undiagnosed heart or respiratory condition, there may be associated risks. While we take every precaution and obtain veterinary consent, please be aware that for animals with diagnosed or undiagnosed spinal conditions, there is a possibility that exercise may exacerbate these issues.

Vaccinations
It is your responsibility to ensure that your pet’s vaccinations remain up to date.

Appointments
Please notify us if your dog has experienced diarrhoea or vomiting within 48 hours prior to the appointment, had an epileptic seizure within the last two weeks*, has an open wound, or is a female in season, as treatment may not be in their best interest. We may need to adjust or reschedule the appointment to ensure your pet’s health and safety. If, upon arrival, we assess that treatment is not suitable, we reserve the right to decline treatment in accordance with the Veterinary Surgery (Exceptions) Order 2015.

Cancellations

• 48+ hours notice: No charge.

• 12-48 hours notice (without a medical reason): 50% charge applies.

• Same-day cancellations or no-shows (without a medical reason): Full charge applies.

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Complaints Procedure 
We hope to resolve any issues with treatment swiftly and directly. Complaints should be put in writing, via post or email, within 4 weeks of the incident.
 

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In accordance with GDPR, we are legally required to obtain your consent to store your personal data. By opting in, you agree to allow us to contact you for scheduling appointments, sending reminders, and providing treatment updates via email. Your data will only be used for communication with you, your veterinary practice, and your pet insurance provider. We will not share your information with any other parties.