Terms & Conditions

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Business name: Horsfall Veterinary Physiotherapy
Sole trader: Nicole Horsfall
Email: horsfallvetphysio@gmail.com
Telephone: 07490153809

Effective date: 01/09/2026

These Terms & Conditions apply to all veterinary physiotherapy services provided by Horsfall Veterinary Physiotherapy ("I", "me", "my" or the "Business") to the owner, keeper or authorised representative of an animal ("you" or the "Client").

By booking an appointment or accepting terms & conditions on the consent form provided, you confirm that you have read, understood and agreed to these Terms & Conditions.

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1. Scope of Services and Legal Framework

1.1 I provide veterinary physiotherapy services to animals, including assessment, treatment, rehabilitation and exercise programmes, within the scope of my professional qualifications, training, experience and legal permissions.

1.2 Where I am not a veterinary surgeon, veterinary physiotherapy services are provided pursuant to the Veterinary Surgery (Exemptions) Order 2015, made under the Veterinary Surgeons Act 1966, as applicable to the treatment being provided.

1.3 Veterinary physiotherapy does not replace veterinary diagnosis, veterinary treatment or emergency veterinary care. The animal remains under the care of its veterinary surgeon, who retains responsibility for veterinary diagnosis and any veterinary treatment that falls outside the scope of the physiotherapy exemption.

1.4 I will work within my professional qualifications, competence and scope of practice and will not undertake procedures that I am not legally permitted or professionally competent to perform.

2. Veterinary Examination, Prescription and Direction

2.1 Before veterinary physiotherapy treatment is provided, the animal must have been examined by a qualified veterinary surgeon where this is required by the Veterinary Surgery (Exemptions) Order 2015.

2.2 Veterinary physiotherapy treatment must be prescribed by a qualified veterinary surgeon and I must act under that veterinary surgeon's direction, in accordance with the requirements of the Veterinary Surgery (Exemptions) Order 2015.

2.3 Evidence of Veterinary examination or diagnosis will be provided by the Veterinary Consent form sent by Horsfall Veterinary Physiotherapy. You are responsible for any cost incurred by the referring Veterinary Surgery if required. 

2.4 Where appropriate, I may communicate directly with the referring veterinary surgeon regarding the animal's condition, treatment plan, progress and ongoing rehabilitation.

2.5 I reserve the right to postpone, modify or decline treatment if the required veterinary examination, prescription or direction has not been obtained, has expired or is insufficient for the proposed treatment.

2.6 If the animal's condition changes materially, or if I identify a concern outside the scope of the existing veterinary prescription or direction, I may suspend treatment and recommend further veterinary assessment before treatment continues.

2.7 Nothing in these Terms & Conditions permits me to make a veterinary diagnosis, prescribe veterinary treatment independently or undertake an act of veterinary surgery outside the relevant statutory exemption.

3. Client Responsibilities

3.1 You confirm that you are the owner of the animal or have the authority of the owner to consent to veterinary physiotherapy.

3.2 You must provide accurate and complete information regarding the animal, including its veterinary history, diagnosis, injuries, surgeries, medication, current treatment and any other information that may affect its rehabilitation.

3.3 You must inform me promptly of any changes to the animal's health, veterinary diagnosis, medication, treatment plan or circumstances.

3.4 You must provide details of the veterinary surgeon responsible for the animal's care and, where requested, give permission for me to communicate with that veterinary surgeon.

3.5 You must follow reasonable veterinary and physiotherapy instructions provided for the animal's rehabilitation.

3.6 You must contact the animal's veterinary surgeon if the animal's condition deteriorates, develops new symptoms, appears to be in significant pain or requires veterinary assessment.

4. Assessment and Treatment

4.1 I will carry out an appropriate physiotherapy assessment within the limits of my professional role and the veterinary prescription/direction.

4.2 Treatment will be provided in accordance with the veterinary surgeon's prescription and direction and within my professional competence.

4.3 Treatment may include, where appropriate and legally permitted, manual therapy, therapeutic exercise, rehabilitation exercises and advice relating to exercise and physical management.

4.4 The RCVS guidance currently states that "physiotherapy" for the purposes of the relevant exemption is interpreted as including manipulative therapy, including osteopathy and chiropractic therapy. This does not mean that every treatment modality is automatically covered by the exemption, and I will only provide treatment that I am legally and professionally permitted to provide.

4.5 I may adapt, suspend or discontinue treatment where this is clinically appropriate, where the animal's response indicates that treatment should be changed, or where continuing treatment would not be appropriate under the veterinary prescription or direction.

4.6 There is no guarantee that a particular treatment or rehabilitation programme will achieve a particular outcome. Animals respond differently to treatment and rehabilitation.

5. Veterinary Care and Referral

5.1 Veterinary physiotherapy is part of a vet-led approach to the animal's care. The RCVS describes musculoskeletal therapists as part of the vet-led team and states that animals treated by musculoskeletal therapists must be registered with a veterinary surgeon.

5.2 I may recommend that you seek further or urgent veterinary assessment if I identify a change in the animal's condition, a potential contraindication to treatment, or any other concern that falls outside my scope of practice.

5.3 I do not provide emergency veterinary services.

5.4 In an emergency, you should contact your veterinary surgeon or an appropriate emergency veterinary service immediately.

5.5 Nothing in these Terms & Conditions prevents or replaces the veterinary surgeon's responsibility to diagnose, prescribe veterinary treatment or make decisions regarding the animal's veterinary care.

6. Animal Behaviour and Safety

6.1 You must inform me before treatment of any known behavioural issues, aggression, biting, kicking, anxiety or other behaviour that could present a safety risk.

6.2 I reserve the right to stop or refuse treatment if I reasonably believe that the animal presents a risk to itself, me, you or another person or animal.

6.3 You are responsible for providing appropriate restraint, handling and assistance where reasonably requested.

6.4 If treatment takes place at your premises, you are responsible for providing a reasonably safe working environment.

7. Appointments

7.1 Appointments are provided by Horsfall Veterinary Physiotherapy prior booking.

7.2 You should ensure that the animal is available and ready for assessment and treatment at the agreed appointment time.

7.3 If you are late, the appointment may need to be shortened so that subsequent appointments can proceed on time. The full appointment fee may still apply.

7.4 I reserve the right to rearrange an appointment due to illness, emergency, adverse weather, unsafe travel conditions or other circumstances beyond my reasonable control.

8. Cancellations and Missed Appointments

8.1 Please provide at least 24/48 hours' notice if you need to cancel or rearrange an appointment.

8.2 Cancellations made with less than 48 hours' notice may be subject to a cancellation fee of 100% of the appointment fee.

8.3 Missed appointments or appointments where the animal is unavailable may be charged at 100% of the quoted amount unless 48 hours notice has been given. 

8.4 I will consider genuine emergencies and exceptional circumstances reasonably and may waive or reduce a cancellation fee at my discretion.

9. Fees and Payment

9.1 Current prices will be communicated at the time of booking or displayed on www.horsfallveterinaryphysiotherapy.com

9.2 Payment is due at the time of treatment or immediately following treatment / within 48 days of invoice, unless otherwise agreed.

9.3 Payment may be made by cash or BACS.

9.4 If an invoice remains unpaid after the due date, I reserve the right to suspend further services until the outstanding balance has been paid.

10. Home Visits and Travel

10.1 Where services are provided at the Client's premises, a travel fee of 45p per mile from S43 2JQ may apply.

10.2 Any applicable travel charges will be communicated before the appointment.

10.3 I reserve the right to decline or rearrange a home visit where travel conditions or the location present a reasonable safety concern.

11. Treatment Plans and Home Exercises

11.1 Where appropriate, I may provide a rehabilitation or home exercise programme in accordance with the veterinary prescription and treatment plan.

11.2 Exercises should be carried out as instructed.

11.3 If the animal shows signs of pain, distress, deterioration or an adverse response, you should stop the exercise and seek appropriate veterinary advice.

11.4 Rehabilitation programmes may need to be changed following reassessment, changes in the animal's condition or further veterinary advice.

12. Liability

12.1 I will provide my services with reasonable care and skill and in accordance with applicable legal and professional requirements.

12.2 Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

12.3 Subject to clause 12.2, I will not be responsible for consequences arising from inaccurate or incomplete information supplied by you, failure to disclose relevant information, failure to follow reasonable instructions, failure to seek veterinary attention where advised, or circumstances outside my reasonable control.

12.4 Nothing in these Terms & Conditions is intended to exclude or limit any statutory rights you may have as a consumer.

12.5 I maintain Professional Indemnity & Public Liability with Towergate insurance, appropriate to my business activities.

13. Complaints

13.1 If you have a concern or complaint regarding the service provided, please contact me as soon as reasonably possible.

Email: horsfallvetphysio@gmail.com
Telephone: 07490 153809

13.2 I will consider complaints fairly and reasonably and will seek to resolve concerns promptly.

13.3 Where applicable, complaints may also be dealt with in accordance with the requirements of my professional body (IRVAP) or relevant professional standards.

14. Personal Data and Privacy

14.1 I will process personal information in accordance with applicable UK data protection legislation and my Privacy Notice.

14.2 Information may be collected and retained for purposes including arranging appointments, providing physiotherapy, maintaining clinical records, communicating with you, liaising with veterinary professionals and meeting legal, insurance and professional requirements.

14.3 Where appropriate, relevant information may be shared with the veterinary surgeon responsible for the animal's care.

15. Photographs and Videos

15.1 Photographs or videos of an animal may be taken where reasonably necessary for assessment, treatment records or monitoring progress.

15.2 Photographs or videos will not be used for marketing, social media, website content or other promotional purposes without your consent.

16. Confidentiality

16.1 I will treat information provided by you about you and your animal as confidential, subject to circumstances where disclosure is required or permitted by law, necessary for the animal's care, required by professional obligations, or necessary to protect health, safety or welfare.

17. Intellectual Property

17.1 Any written rehabilitation programmes, exercise plans, educational materials or other materials produced by me remain my intellectual property unless otherwise agreed.

17.2 Materials supplied to you may be used for the care and rehabilitation of your animal but must not be reproduced, commercially distributed or sold without my written permission.

18. Changes to These Terms

18.1 I may update these Terms & Conditions from time to time to reflect changes in my services, professional requirements or applicable law.

18.2 The version applicable to your appointment will normally be the version in force at the time of booking, subject to any changes required by law.

19. Governing Law

19.1 These Terms & Conditions are governed by the laws of England and Wales.

19.2 Any dispute will be dealt with in accordance with the applicable laws and courts of England and Wales, subject to any mandatory consumer rights that apply.

20. Acceptance and Client Confirmation

By booking an appointment or accepting veterinary physiotherapy services, you confirm that:

• you have read and understood these Terms & Conditions;

• you are authorised to consent to treatment of the animal;

• you have provided accurate and relevant information about the animal;

• you understand that veterinary physiotherapy is provided within the legal framework of the Veterinary Surgeons Act 1966 and the Veterinary Surgery (Exemptions) Order 2015, where applicable;

• you understand that, where required by the Order, the animal must first have been examined by a qualified veterinary surgeon and physiotherapy must have been approved by that veterinary surgeon;

• you understand that veterinary physiotherapy does not replace veterinary diagnosis, veterinary treatment or emergency veterinary care; and

• you agree to these Terms & Conditions.