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Terms & Conditions

1. Cancellation of appointment: A minimum of 48 hours is required for cancellations. Appointments cancelled within 24 hours of the agreed appointment time will incur a 50% fee, payable prior to the next appointment. If appointments are cancelled at any time due to COVID-19, then no cancellation fees shall apply.

2. Payment: Payment can be taken by cash/BACS at the time of appointment, or invoiced and paid in full within 7 days of treatment via BACS. Any queries on your account must be raised within 14 days of treatment. HVP reserves the right to pursue any unpaid accounts in any manner we deem appropriate. This may include the use of a debt collection service or civil proceedings. Any costs incurred by us in recovering unpaid accounts will be passed on to the respective client. Should unpaid debts carry over for more than 90 days, interest at a rate of 2.5% per week will be added.


​3. Insurance policies: In many cases, when treatment is recommended by your veterinary surgeon, the cost of physiotherapy can be claimed back from your animal’s insurance. In these cases, please contact your insurance provider directly to check that you are covered. Full payment is taken as per the payment terms above, and the client is responsible for claiming back the cost.


​4. Animal cleanliness: Please present your horse/dog in a clean and dry manner for treatment. Wet fur and mud make palpation and treatment difficult, so treatment in these conditions may be limited or delayed.


​5. Health concerns/patient illness: Patients with infections of contagious conditions such as ear, nose, eye or skin infections, gastric upset, kennel cough, strangles etc will not be treated. Owners are advised to cancel all appointment (under term 1) until the patient has been clear of symptoms for at least 1 week.


​6. COVID-19: Please inform Sammy directly as soon as possible before your visit if you, or anybody in your household/yard is self-isolating or exhibiting signs of COVID-19. Sammy will be following the current government advice at the time of your appointment regarding COVID-19 to ensure both you and the public are protected to the best of our ability. It is advised by HVP and NAVP that owners wear face coverings & gloves, but this is at your discretion.


​7. Refusal of treatment: HVP reserves the right to refuse to treat any patient at any time. This is usually only the case where there is a health concern and we feel that further veterinary investigation may be required. HVP also reserves the right to refuse treatment to any animal which is deemed unsafe/unsuitable for physical treatment.


​8. 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 with Samantha. 

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