HANNAH WESTROPP | Veterinary Physiotherapist.

Veterinary Physiotherapy Terms of Service

Effective Date: 01/09/26
Last Updated: 01/09/26

1. Acceptance of terms

By booking and using my animal physiotherapy services, you (the "Client") agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use my services.

2. Services

I will provide animal physiotherapy services including but not limited to:

Assessment and treatment planning
Therapeutic exercises and movement therapy
Manual therapy techniques
Home exercise program development
Follow-up consultations.

All services are provided subject to appropriate veterinary referral where legally required.

3. Veterinary referral requirements

Treatment for injury, illness, or specific medical conditions requires a current veterinary referral
Clients are responsible for ensuring appropriate veterinary clearance before treatment begins
We reserve the right to request veterinary consultation at any time during treatment.

4. Appointment policy

Booking

Appointments must be booked in advance by phone call or email
Confirmation will be provided via phone or email
Please give as much notice as possible if you need to re-arrange your appointment.

Cancellations

Occasionally you may need to cancel your appointments at short notice.

Cancellations with at least 48 hours' notice will not be charged
Cancellations made less than 48 hours prior to appointment will incur 50% of the appointment fee
Cancellations made less than 24 hours prior to appointment will incur 75% of the appointment fee
No-shows will be charged the full appointment fee
Appointments may be rescheduled subject to availability.

5. Payment terms

Invoices are available on request
Payment is due at the time of service, unless prior arrangements have been made. This includes all accepted payment methods
Accepted payment methods: Credit/Debit card via a card reader, BACS and cash
All payments via bank transfer should be made prior to your appointment
Outstanding balances over seven days will be subject to interest charged at the current Bank of England interest rate on the date of the invoice

Unpaid invoices will be pursued, up to and including action through the courts

Returned payments will incur additional fees
On performing an initial assessment, where treatment is not deemed appropriate, for example where your horse needs to be referred to your vet, at my discretion, the fee may be reduced to a call-out only fee at £25.

6. Client responsibilities

Please ensure your horse is clean and dry prior to treatment. If I attend an appointment and am unable to treat the horse due to the horse being wet and/or muddy the full treatment cost is still due
Please be honest about your horse’s nature and/or willingness to be handled. I will always do my best to treat your horse however if I feel the situation is too dangerous I reserve the right to stop at any time and the full treatment cost is still due
Provide a safe environment for treatment
Provide accurate medical history and current medication information
Maintain appropriate veterinary care alongside physiotherapy treatment

Follow prescribed home exercise programs

Monitor your animal's response to treatment and report any concerns.

7. Health & safety

I maintain comprehensive professional indemnity and public liability insurance coverage
All equipment is regularly maintained and sanitised
Emergency procedures are in place for animal welfare incidents
Clients must disclose any known infectious diseases or health concerns
Clients must disclose any behavioural concerns or special handling requirements

8. Liability & limitations

Our Liability

I maintain appropriate insurance for all therapies offered
Our liability is limited to the cost of services provided
I am not responsible for pre-existing conditions or unrelated health issues
Treatment outcomes cannot be guaranteed.

Client Responsibility

Clients are responsible for their animal's behaviour during treatment
Any damage caused by the animal to equipment may be charged to the client
Clients must inform us of any aggressive tendencies or special handling requirements.

9. Confidentiality & records

All client and animal information is kept confidential. Please see privacy policy.
Information may be shared with referring veterinarians as appropriate
Records may be retained for a maximum of five years.

10. Termination of services

I reserve the right to terminate services if:

Payment terms are not met
Client fails to follow treatment recommendations
Animal poses a safety risk
Veterinary referral requirements are not met.

11. Complaints & dispute resolution

I aim to resolve any concerns promptly
Written complaints will be acknowledged within seven business days
Disputes will be handled in accordance with professional standards
If resolution cannot be reached, mediation may be recommended first.

12. Amendments

These terms may be updated from time to time. Clients will be notified of significant changes. Continued use of services constitutes acceptance of updated terms.

13. Governing Law

These terms are governed by the laws of England & Wales. Any disputes will be resolved in the courts of England.

GDPR & Privacy Policy

The personal data I collect about you will include data relating to your name, address and contact details, I will also collect data on your animals, including their health and well-being. Data will be securely held on a password protected computer and kept for a maximum of five years. You have the right to request access to this information and have the right to ask it to be erased.

Personal details will only be used for the purposes of record keeping and communicating with you. Other information will be used as a record of your animals ongoing performance, health and well-being.

Photography & Video Policy

I may take photographs or video footage of your animal during assessment and treatment for the following purposes:

Clinical records and monitoring treatment progress
Communication with your referring vet where relevant

Photographs and video taken for clinical purposes form part of your animal's treatment record and are retained and processed in accordance with our Privacy Policy.

I will not use any photograph or video showing your animal for marketing, social media or promotional purposes without your separate, explicit consent. Where such consent is given, you may withdraw it at any time by notifying me in writing and I will remove the relevant content within a reasonable timeframe.

You are welcome to take your own photographs or video during your animal's treatment, provided this does not interfere with the session.