Introduction

These Terms and Conditions apply to all assessments and treatments carried out by Hurdles Veterinary Physiotherapy and veterinary physiotherapists providing services on its behalf. By booking an appointment, you agree to these Terms and Conditions.

Veterinary Consent

Under the Veterinary Surgeons Act 1966 and the Veterinary Surgery (Exemptions) Order 2015, all animals must have veterinary consent prior to assessment or treatment by Hurdles Veterinary Physiotherapy. Hurdles Veterinary Physiotherapy will obtain this consent directly from your veterinary practice where possible, or it may be downloaded from our website and completed by your veterinary surgeon prior to your appointment. Hurdles Veterinary Physiotherapy reserves the right to refuse or postpone assessment or treatment where appropriate veterinary consent has not been obtained, or where treatment is considered unsuitable.

Treatment

Whilst every effort will be made to provide appropriate assessment and treatment, no guarantee can be made regarding treatment outcomes or recovery times, as these vary between individual animals.
Successful rehabilitation depends upon owner compliance with the prescribed treatment plan and home exercise programme. Failure to follow recommendations may affect treatment outcomes.
Hurdles Veterinary Physiotherapy reserves the right to refuse or discontinue treatment where it is considered unsafe, inappropriate or not in the animal’s best interests.
Hurdles Veterinary Physiotherapy does not provide emergency veterinary care. If your animal becomes acutely unwell, please contact your veterinary surgeon immediately.

Your Responsibilities

1. You are the legal owner or authorised keeper of the animal and all information provided is accurate and complete.
2. You will inform Hurdles Veterinary Physiotherapy of any changes to your animal’s health, medication or veterinary treatment before each appointment.
3. You will disclose any known behavioural or handling issues that could affect the safe assessment or treatment of your animal.
4. You accept that all animals receive treatment at the owner’s own risk.
5. You will follow any rehabilitation or home exercise advice provided to the best of your ability.
6. You agree to pay all charges in accordance with these Terms and Conditions.

Our Responsibilities

1. Provide treatment within professional scope of practice and in accordance with current legislation.
2. Maintain appropriate professional registration, insurance and comply with the Code of Conduct of the relevant professional governing body.
3. Send a treatment report to your veterinary surgeon, where appropriate, normally within seven working days unless otherwise agreed.
4. Take all reasonable precautions to ensure the safety and welfare of the animal, owner and therapist during treatment.
5. Advise referral back to your veterinary surgeon where further investigation or assessment is considered necessary.

Communication

By booking an appointment, you consent to Hurdles Veterinary Physiotherapy contacting you by telephone, email or text message regarding appointments, treatment plans and your animal’s ongoing care.

Appointments, Charges and Payment

Appointments cancelled with more than 24 hours’ notice will not incur a charge.
Appointments cancelled with less than 24 hours’ notice may incur a charge of up to 50% of the appointment fee. Missed appointments or failure to attend without notice may be charged at 100% of the appointment fee. Cancellation is only confirmed once acknowledged by Hurdles Veterinary Physiotherapy. Charges may be waived in exceptional circumstances at the discretion of Hurdles Veterinary Physiotherapy.
If your animal has a contagious disease or condition, you must notify us immediately and postpone your appointment.
Fees are based on the service provided, travel distance where applicable and any agreed discounts. Additional travel charges will always be discussed before confirming your appointment.
Payment is due in full on the day of the appointment unless otherwise agreed in writing. Payment may be made by cash, card or bank transfer. Hurdles Veterinary Physiotherapy reserves the right to withhold future appointments until outstanding balances have been settled. Any reasonable costs incurred in recovering overdue payments may be added to the outstanding balance where permitted by law.

Clinical Photographs

Photographs or videos may be taken where clinically appropriate as part of your animal’s clinical record to monitor progress. Separate consent will always be obtained before any images are used for educational or marketing purposes.

Privacy Policy

Hurdles Veterinary Physiotherapy processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Information collected may include your name, address, contact details and information relating to your animal’s veterinary history and treatment. Clinical records will normally be retained for a minimum of seven years following your animal’s final treatment session, unless a longer retention period is required by law or professional obligations.
Paper records are stored securely in locked storage and electronic records are stored on secure password-protected systems.
Information may be shared with your referring veterinary surgeon, other veterinary professionals involved in your animal’s care and authorised veterinary physiotherapists providing services on behalf of Hurdles Veterinary Physiotherapy where necessary to ensure continuity and consistency of care, appointment management, clinical auditing or clinical discussion. Where your animal is treated by more than one veterinary physiotherapist providing services on behalf of Hurdles Veterinary Physiotherapy, relevant clinical records may be shared internally to ensure safe, consistent and effective care.
Your information will never be sold or shared with unrelated third parties without your consent unless required by law. You have the right to request access to your personal data, request correction of inaccurate information or request deletion where legally applicable.

Complaints

If you have any concerns regarding the service provided, please contact Hurdles Veterinary Physiotherapy as soon as possible so that every reasonable effort can be made to resolve the matter promptly. Formal complaints should be submitted in writing.

Unforeseen Circumstances

Hurdles Veterinary Physiotherapy shall not be liable for failure to provide services due to circumstances beyond its reasonable control, including severe weather, road closures, illness or other unforeseen events.