Cancellation policy and T/Cs

I understand that clients will occasionally need to change or cancel appointments, especially with animals anything can happen. We respectfully ask for 24hrs notice for cancellations so we have chance to fill your slot with another animal in need.

If you do not turn up for your appointment or cancel less than 24hrs before the treatment you will be subjected to a cancellation fee of 50% of the treatment cost. We do not want to have to bring in payment due before treatment, however this will be the next stage if appointments are not respected.

Lily Moffatt Veterinary Physiotherapy – Terms & Conditions

• 1. Appointment Preparation

  To ensure your animal receives the maximum benefit and full duration of their scheduled session, please adhere to the following preparation guidelines:

  Equine Clients: Horses must be clean, dry, and ready for their assessment/treatment upon the therapist's arrival.

  Canine Clients: Please provide a suitable, designated indoor space for the treatment to take place, and ensure a lead is readily available.

  2. Veterinary Referral and Legal Compliance

  In accordance with the Veterinary Surgeons Act 1966, all veterinary physiotherapy treatments must be conducted under veterinary referral or consent.

  Prior to booking or treatment, formal veterinary consent or a referral must be obtained for any animal currently undergoing veterinary care or displaying lameness.

  The right is strictly reserved to decline or halt treatment if an animal requires prior veterinary evaluation, or if the animal poses a safety risk to the therapist.

  3. Cancellation and No-Show Policy

  Your appointment time is reserved exclusively for your animal. If you need to cancel or reschedule, please provide at least 24 hours' notice.

  Cancellations made less than 24 hours before the scheduled time, as well as missed appointments (no-shows), will incur a 100% cancellation fee.

  Exceptions may be made at the therapist's discretion for mitigating circumstances, such as sudden animal illness, contagious disease, or if the appointment can be successfully rescheduled to a mutually agreeable time within the same week.

  4. Payment Terms & Insurance Claims

  Accepted Payment Methods: Payment can be made via cash or BACS.

  Payment Window: Fees are due on the day of the appointment or within 7 days of the treatment date. Late payment fees will be applied to any outstanding balances after the 7-day window.

  Insurance Claims: If you intend to claim the cost of treatment through your animal insurance provider, you must secure a veterinary referral and explicit pre-approval from your insurer prior to the appointment. Please note that all treatments must be paid for upfront by the client; you will then claim the reimbursement back from your insurer.

  5. Privacy and Confidentiality

  Your privacy is paramount. All client and patient records are treated with the strictest confidentiality, in alignment with the Veterinary Surgeons Act 1966 and the IRVAP Code of Conduct. Furthermore, Lily Moffatt Veterinary Physiotherapy fully complies with the General Data Protection Regulation (GDPR) regarding the secure handling and storage of your personal data.