Legal
Terms & conditions
Please read these terms before your first appointment. Booking a session constitutes acceptance of them.
1. Legalities
In accordance with the Veterinary Surgeons Act of 1966, all animals must have veterinary consent prior to their first appointment. If the animal develops a new condition whilst having therapy for an existing condition, or while having a fitness session, a new veterinary referral may be required before treatment can continue. Failure to provide this at the time of treatment will result in the animal not being seen. Please ask for the 'Veterinary Referral Form' from your therapist. By accessing and utilising the services of Lauren Tabelin Veterinary Physiotherapy you accept and agree to be bound by the terms and conditions of this agreement.
2. Animal requirements
Please give your dog the opportunity to go to the toilet prior to the session. Please ensure horses are in from pasture ready for their appointment, clean and dry, ideally on hardstanding — damp coats result in a suboptimal assessment through palpation and may affect the effectiveness of treatment. All animals are treated with care, respect and compliance, which may necessitate time for the animal to relax before hands-on assessment begins. Any animal presenting with illness, coughing or sneezing, sickness, diarrhoea, flea infestations or lice will not be treated, but the appointment may still be charged for. It is the owner's responsibility to notify us if the veterinary surgeon has advised that treatment should be stopped or suspended. Whilst every care will be taken, treatments are carried out entirely at the owner's risk; the registered owner is fully responsible for the behaviour of themselves and their animal at all times.
3. Treatment hours
These will be determined by the caseload and will be confirmed at the time of booking.
4. 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.
5. Ownership of records
Lauren Tabelin Veterinary Physiotherapy retain, as our property, all clinical records. Any veterinary surgeon or paraprofessional taking over the case may be forwarded copies of relevant records, but only upon the request or consent of the client.
6. Payment terms and fees
Payment is required by cash or BACS at the time of treatment. Card payments and cheques are not currently accepted. We reserve the right to pursue unpaid accounts in any manner deemed appropriate, which may include debt collection services or civil proceedings; any costs incurred in recovering unpaid accounts will be passed to the client. Failure to comply with the payment terms may result in withdrawal of the service. For insurance claim cases, payment terms still apply — the contract with the insurance company is between client and insurer only. Excess travel costs outside a 20 mile radius of Watford, Herts will be advised in advance.
7. Cancellation policy
A minimum of 24 hours notice is required for cancellations. Full payment is due if less than 24 hours notice is given, or if the appointment is a 'no show'.
8. Evidence and case filing
Photos and videos are regularly taken during sessions as a way of monitoring changes in the animal's condition. These are occasionally used on our social media page. If you would prefer that these images are not shared, please let Lauren know.
9. Insurance
Many companies will reimburse costs for veterinary physiotherapy, but owners are advised to check their policy before booking. The contract with the insurance company is between the client and the insurance company only.
10. Appointments
Whilst we endeavour to arrive punctually, any unforeseen circumstances preventing this will be communicated to you and, if necessary, the appointment will be rescheduled.
11. Complaints
Our aim is to provide first class service. Should you wish to discuss any problems you may have with our services, we ask you in the first instance to address such issues with Lauren.
12. GDPR data protection and privacy
In holding and using data about clients, owners and animals we comply with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. In instructing us to treat your animal you authorise us to use that data in the course of the work we do for you. We will, where specifically required, pass on to insurers details of clinical histories and case records relating to you or your animal. We will not divulge your details to any other agencies except for debt collection purposes. Your veterinary surgeon will also be contacted occasionally to discuss progress or provide access to clinical notes. We do not share information with any other third party without prior permission. See our privacy policy for full details.
Return and refund policy
We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund a product within 28 days, provided (in the case of any non-defective products) it is in a fully resalable condition.