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Terms and conditions of business 

Business Hours: I am open to contact from 9am to 6pm, Monday to Friday excluding Public/ Bank Holidays. 

Treatment Hours: These will be determined by caseload and will be confirmed with you at time of booking.

Client Confidentiality: The physiotherapist/client relationship is founded on trust and in normal circumstances we will not discuss or disclose to any third party any information about a client or animal without either express or implied consent.

Ownership of records: I retain, as my property, all clinical records. Any veterinary surgeon or paraprofessional taking over a case may be forwarded copies of relevant records but only upon the request or consent of the client. Please refer to our Privacy Policy for further information.

Insurance: We support the principle of insuring against unexpected accidents or illnesses. However, we would respectfully remind you that our terms of payment still apply and that the contract with the insurance company is between the client and the insurance company only. 

Fees: All fees, where applicable, are subject to VAT at the current rate. We calculate our fees on any consumables used, professional time and opinion. Fees will be listed on a detailed invoice which will be produced after treatment.

Cancellation Policy: We understand that there may be extenuating circumstances forcing you to cancel your appointment such as medical conditions. In other circumstances, if at least 24 hour's notice is not given, we reserve the right to charge 50% of the appointment charge.

Payment terms: Payment must be received on or before the day of treatment, failing this could result in refusal to treat. 

I reserve 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 onto the respective client.

For failure to comply with our payment terms we reserve the right to withdraw our services and will give notice of this in writing.

In respect of Veterinary Physiotherapy, the registered owner(s) of the animal, at the time of treatment, will be ultimately responsible for payment of all invoices pertaining to that animal.

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 to IRVAP. 

Data Protection: In holding and using data about you, we will comply with the provisions of the General Data Protection Regulation and the Data Protection Act 2018. In instructing us to treat yourself or your animal, you authorise us to use that data in the course of the work that we do for you. We will, where specifically required, pass on to Insurers details of clinical histories and case records relating to yourself or your animal. We will not divulge your details to other agencies except for debt collection purposes. In addition to our contractual services, we would like to process your Personal Information with your consent to send you information about other products and services available from the Practice. 

Thank you for registering with AM Veterinary Physiotherapy.