Payment Policy
Payment is required at the time of the appointment. Payments can be made via cash, card or BACS transfer. A card machine accommodating contactless and chip and pin payments will be available.
If payment is made in cash, change may not always be available if exact amount is not given, however any additional payment will be added as a credit to your account that can be used against future appointments or refunded at a later date.
Cancellation Policy
Cancellations made before 48 hours of the appointment will incur no charge. Cancellations made within 48 hours of the appointment will be subject to a late cancellation fee equivalent to 25% of the full cost of the appointment. If a distance surcharge is applicable, this will be liable to be paid in full if the appointment cancelled within 12 hours, in addition to the late cancellation fee. Late cancellation fees may be waived in very exceptional circumstances, at the discretion of the business owner.
If you fail to show for your appointment, you will be liable to pay the full cost of the appointment, before any discounts, including the cost of any applicable distance surcharges. This may be reduced or waived at the discretion of the business owner in extremely exceptional circumstances.
Privacy Policy
Any personal information given will be stored securely on the practice management system, Cliniko.
Your personal information will not be shared by Nose To Toes Veterinary Physiotherapy with any external party, with the exception of your vet.
Your personal information will only be used to contact you in matters relating to your appointment and animal.
Your address may be stored on navigation apps, on the business smartphone only. Only the veterinary physiotherapist attending your address will have access to the business smartphone. The business smartphone is only accessible by entering a biometric or numerical passcode, known only to the veterinary physiotherapist attending your address.
Insurance Policy
Many pet insurance policies will cover physiotherapy - this may come under the umbrella term of ‘complimentary therapies’, so it is best to check your policy wording carefully to see if your pet is covered for physiotherapy. I am able to submit a claim for physiotherapy treatments on your behalf, however some companies will only accept claims made by your vet. In this instance, I can provide invoices for the physiotherapy treatments for the vet to include within their next claim; these will be emailed to the owner for them to do with as they wish.
I will only make indirect insurance claims (which means the insurance company will pay you, the policyholder), and am not able to accept the request to make direct claims at this time. If you, the client, are relying on the insurance company to cover the cost of your animal’s physiotherapy appointments, please remember to factor in making payments for physiotherapy when budgeting for your pet’s care.
There is no administrative charge with Nose to Toes Veterinary Physiotherapy for processing insurance claims at this time, however your vet may charge you an insurance processing fee.