Payment & Cancellation Policy

Payments

Payment is required at the time of booking to secure your appointment.

The Dog Physio accepts payment by:

• Bank Transfer (preferred) 
• Credit or Debit Card (via Stripe or Square) 
• PayPal 

Payment instructions will be provided when your appointment is confirmed.

Treatment cannot be provided without payment unless agreed in advance.

If for any reason you are unable to make payment online, please get in touch to discuss paying by cash.

We do not accept cheques.

Appointment Cancellations

We understand that unexpected situations can arise.

If you need to cancel or rearrange your appointment, please provide at least 48 hours' notice wherever possible.

More than 48 hours' notice

Appointments cancelled with more than 48 hours' notice may be:

• transferred to another appointment, or 
• refunded in full. 

Less than 48 hours' notice

Appointments cancelled with less than 48 hours' notice may be charged in full.

This is because appointment times are reserved exclusively for your dog and it is often not possible to fill the appointment at short notice. Exceptional circumstances will always be considered at our discretion.

Weather & Extreme Conditions

The welfare of your dog and the safety of everyone involved are our priority. Appointments may be postponed or rescheduled in the event of severe weather or environmental conditions that could compromise safe treatment or travel, including extreme heat, snow, ice, flooding or severe storms.

During periods of extreme heat, appointments may be rescheduled to a cooler time of day or another date to minimise the risk of heat-related illness and ensure your dog's comfort throughout treatment.

Where an appointment is cancelled by The Dog Physio due to these circumstances, you will be offered the next available appointment or a full refund. If you need to cancel because weather conditions make it unsafe or unsuitable for your dog to travel or be treated, please contact us as soon as possible. Cancellation charges will not apply where the decision is made in the interests of animal welfare or safety.

Missed Appointments

If you are not present at the agreed appointment time or are unable to proceed with treatment on arrival, the appointment will be treated as a missed appointment and the full appointment fee will be payable.

Late Arrival

If you are running late, please let us know as soon as possible.

Your appointment may need to be shortened to avoid delaying subsequent appointments, and the full appointment fee will still apply.

Rehabilitation Packages

Rehabilitation packages are designed for dogs requiring a planned course of treatment and therefore offer a reduced overall price compared with individual appointments.

Appointments within a package should normally be used within the recommended rehabilitation period advised by your physiotherapist.

Packages are non-transferable between animals.

If a package is cancelled early

If you decide not to continue with a rehabilitation package before all appointments have been used:

• Any appointments already attended will be charged at the standard individual appointment rate. 
• The remaining balance will then be refunded. 

This ensures that package discounts are only applied when the full course of treatment is completed.

Example

Recovery Programme (4 sessions): £200

If two appointments have been completed:

• Two standard follow-up appointments: 2 × £60 = £120 
• Refund due: £80 

Veterinary Referral

Treatment can only be carried out following veterinary consent in accordance with the Veterinary Surgeons Act.

If veterinary consent has not yet been obtained, we are happy to arrange this on your behalf.

Refunds

Refunds will normally be processed using the original payment method within 5–10 working days.

Unsafe or unsuitable environments

The Dog Physio reserves the right to postpone or cancel an appointment if the environment is considered unsafe for treatment, including where there is aggressive behaviour from people or animals, or where adequate space is not available. Any charges in these circumstances will be considered on a case-by-case basis.