These Terms and Conditions apply when you book or receive canine veterinary physiotherapy, rehabilitation, movement or stance assessment, laser therapy, exercise review or related services from The Dog Physio Ltd (“The Dog Physio”, “I”, “me” or “my”).

By booking an appointment, attending a session, or submitting an owner form that asks you to accept these terms, you agree to them. If you are arranging care on somebody else’s behalf, you confirm that you have their authority to do so.

Nothing in these terms removes or restricts your statutory consumer rights.

The Dog Physio Ltd is registered in England and Wales under company number 16479141. The registered office is 59 High Street, Hungerford, RG17 0NE. The clinic is at 59 High Street, Hungerford, RG17 0NE.

Remedial physiotherapy is provided with veterinary permission or referral where this is required by law and professional guidance. Your dog must be registered with a veterinary practice.

I may contact your veterinary surgeon or another member of your dog’s healthcare team to obtain relevant clinical information, clarify the referral, share an appropriate treatment update, or recommend reassessment. Information will only be shared where there is an appropriate consent or other lawful basis.

Any fee charged by a veterinary practice for an examination, referral, report or records remains your responsibility.

Assessment and treatment are tailored to the individual dog. Depending on clinical findings, a session may include movement and stance assessment, manual techniques, therapeutic exercise, Class IV laser therapy, rehabilitation planning, owner education and progress review.

Physiotherapy supports veterinary care but does not replace veterinary diagnosis, medication, surgery or emergency treatment. No particular result, timescale or return to activity can be guaranteed because every dog responds differently.

Your dog’s welfare comes first. I may adapt, postpone, stop or decline treatment when I reasonably believe it is not clinically appropriate or safe on the day. This may include:

• new, unexplained or worsening pain, lameness or neurological signs;
• suspected infectious or contagious illness;
• a health condition that appears unstable or insufficiently investigated;
• distress, fatigue, fear, aggression or another handling or safety concern; or
• advice from your veterinary surgeon that treatment should pause or change.

Where appropriate, I will recommend that you contact your veterinary surgeon before treatment continues.

Safe care depends on complete and current information. You agree to:

• give accurate details about your dog’s diagnosis, medical history, medication, previous treatment and current symptoms;
• tell me promptly about any change in health, behaviour, medication or veterinary advice;
• disclose any known bite risk, handling sensitivity, food allergy or product to avoid, including peanut products;
• follow treatment, rest and exercise guidance carefully and ask if anything is unclear; and
• stop an exercise and contact me or your veterinary surgeon if your dog becomes unwell, distressed or unexpectedly worse.

If treats are likely to be needed, you may be asked to bring something suitable for your dog.

Dogs must arrive on a secure lead or in a secure carrier and remain under your control unless I ask otherwise. Please use a suitable collar or harness and tell me before the appointment if your dog may react to people, dogs, touch, equipment or food.

You are responsible for supervising your dog and for any person or child who attends with you. I may ask that distractions are reduced or that an appointment is rearranged if this is necessary for welfare or safety.

Please follow reasonable clinic instructions and take care around entrances, steps, floors and equipment.

Please do not bring your dog to the clinic if they have vomiting, diarrhoea, a new cough, fever, a suspected contagious condition, an active parasite problem or another illness that could place them or other patients at risk. Contact me as early as possible so the appointment can be reviewed.

Appointment lengths are approximate and include assessment, treatment, discussion, record keeping and planning as appropriate. Please arrive on time.

If you arrive late, the session may need to be shortened so the next client is not delayed, and the full booked fee may still be payable. If there is not enough time to treat safely or effectively, the appointment may need to be rearranged and the cancellation terms may apply.

Where UK distance-contract cancellation rights apply, you may have a 14-day period in which to cancel the service contract. If you ask for an appointment to take place during that period, you request that the service begins before the cancellation period has ended.

If you then cancel after the service has begun, you may be asked to pay a fair amount for the service already supplied. Once the service has been fully performed following your express request and acknowledgement, the statutory cancellation right may end. These rights are separate from the appointment cancellation policy below.

Reserved appointment time cannot always be filled at short notice. The following policy is intended to be clear and proportionate:

Please give as much notice as you reasonably can. Genuine emergencies, sudden contagious illness and exceptional circumstances will be considered fairly at my discretion. Repeated short-notice cancellations or non-attendance may require payment in advance before another appointment is reserved.

If I need to cancel, you will not be charged. Any prepayment for that appointment will be refunded or transferred to a new date, as you prefer.

The current fees shown on the Pricing page apply at the time of booking unless a different fee is agreed in writing. Payment is due on the appointment day unless a written arrangement has been agreed beforehand. Payment may be made by cash, card or bank transfer.

You remain responsible for all charges, including where you intend to claim from an insurer or another third party. Further appointments may be paused while an account is overdue.

Any fee change will apply to future appointments only and will be communicated clearly. A material change to an already booked appointment will not be imposed without giving you a fair opportunity to cancel that appointment without charge.

Most clients pay The Dog Physio and then reclaim eligible costs from their pet insurer. It is your responsibility to check your policy, obtain any required pre-authorisation and understand exclusions, excesses, limits and time restrictions.

A direct insurance claim may be accepted by prior written arrangement and remains at The Dog Physio’s discretion. Where accepted:

• a £25 administration fee applies to each direct claim;
• claims are normally submitted no more frequently than once every six sessions; and
• you remain responsible for any excess, excluded amount, insurer shortfall or unpaid balance.

Acceptance of one direct claim does not guarantee that future claims will be accepted. Any change to a direct-claim arrangement will apply prospectively and will be explained before further appointments are booked.

Some dogs are temporarily tired or mildly sore after assessment, treatment or a change in exercise. This can sometimes be noticeable for 24 to 72 hours. You will be given advice appropriate to your dog.

Please contact me if the response is stronger, lasts longer than expected, or concerns you. Contact your veterinary surgeon promptly for marked deterioration, significant pain, collapse, breathing difficulty, inability to walk or another urgent change.

A home programme is only effective when followed safely. Do not add, intensify or restart exercises beyond the guidance given without checking first.

Clinical and administrative records are kept to provide care, meet professional and legal responsibilities, communicate appropriately with your dog’s veterinary team, and manage bookings and payment.

Personal information will be handled in accordance with applicable UK data-protection law and The Dog Physio’s Privacy Policy and Cookie Policy. Please keep your contact details up to date and tell me if you need communications in a particular format.

Clinical photographs or video may be useful for movement assessment, treatment planning and progress records. Any recording will be explained and handled as part of the clinical record where appropriate.

Your dog’s image or story will not be used for marketing, social media or promotional material without separate, explicit permission. Marketing consent is optional and does not affect access to treatment.

If anything about your dog’s care or your experience is unclear or has not met your expectations, please contact me as soon as possible. I will listen, review the relevant records and aim to respond fairly and constructively.

You can email admin@the-dog-physio.co.uk or telephone 07771 686655.

The Dog Physio will provide services with reasonable care and skill. Treatment decisions are based on the information available at the time, professional judgement and your dog’s presentation.

The Dog Physio is not responsible for loss caused by inaccurate or withheld information, failure to follow reasonable safety or aftercare instructions, an underlying condition, or an event outside reasonable control, except to the extent that the loss was also caused by The Dog Physio’s breach of contract, negligence or other legal responsibility.

Nothing in these terms excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your rights under consumer law.

These terms may be updated to reflect changes in services, professional guidance or the law. The current version and review date will appear on this page. Changes will normally apply to future bookings.

If a material change affects an existing booking, it will be explained and you will have a reasonable opportunity to cancel that booking without charge before the change takes effect.

These terms are governed by the law of England and Wales. This does not remove any mandatory consumer protection or right you may have to bring a claim in another UK jurisdiction where applicable.