Terms of Service

Cancellation Policy

At Artemis Vitality, we strive to provide the highest standard of care to all our clients. As a mobile veterinary physiotherapy service, appointment cancellations on short notice significantly impact our ability to accommodate other patients in need of treatment.

To ensure fairness and efficiency, the following cancellation policy applies:

Cancellation & Rescheduling

  • Clients must provide at least 24 hours’ notice to cancel or reschedule an appointment without incurring a fee.

  • Cancellations made within 24 hours of the scheduled appointment will be subject to a cancellation fee of 50% of the service cost.

Missed Appointments (No-Shows)

  • If the client is unavailable at the designated time and location, the appointment will be considered a missed appointment, and 50% of the service fee will be charged.

How to Cancel or Reschedule

  • Clients may cancel or reschedule by phone, text, or email. To avoid a cancellation fee, confirmation of the cancellation from our clinic must be received.

Code of Professional Conduct

Veterinary physiotherapists currently have their work underpinned by an Exemption Order to the Veterinary Surgeons Act 1966 which allows them to treat an animal under the direction of a veterinary surgeon who has first examined that animal. The RCVS has recently changed guidance regarding t whether veterinary physiotherapists require veterinary referral for maintenance work, such as massage, in a healthy animal.

The new guidance, found in Chapter 19 of the supporting guidance to the Code of Professional Conduct, sets out the existing rules for musculoskeletal treatment of illness, disease or pathology, and clarifies that healthy animals do not require a veterinary referral for maintenance care. The guidance stresses that veterinary physiotherapists are part of the vet-led team, and that any animal, including healthy ones, should be registered with a veterinary surgeon and referred to a vet at the first sign of any symptoms that may suggest underlying health issues.

Appointments & Scheduling

Appointments can be scheduled via phone, text or email. We make every effort to arrive on time, but as a mobile service, external factors such as traffic or unforeseen delays may occasionally affect our schedule. If we anticipate being late, we will contact you as soon as possible. Clients are expected to be present at the scheduled time and location. If you are running late, please notify us promptly. If the delay exceeds 15 minutes, the appointment may be shortened or rescheduled at our discretion.

Fees & Payment Terms

The cost of our services are listed on our website and will be communicated at the time of booking. Payment is due on the date of the appointment, unless otherwise agreed upon in writing. We accept payment via cash or bank transfer. Any late or outstanding payments may incur additional fees, and failure to settle outstanding balances may result in refusal of future services. Prices are subject to change at our discretion, but we will provide 2 weeks notice of any updates to our pricing structure.

Client Responsibilities

Clients are responsible for providing accurate and up-to-date medical history and relevant information about their animal prior to treatment. It is the client’s duty to ensure that the animal is accessible, able to be treated, and in a safe environment for treatment. If an animal is aggressive, anxious, or otherwise unable to be treated safely, we reserve the right to refuse service. Any additional costs incurred due to behavioural issues (e.g., extended session times, additional handlers) will be charged to the client, but will be communicated to the client beforehand.

Liability & Disclaimer

While we strive to provide high-quality veterinary physiotherapy care, we cannot guarantee specific results, as treatment outcomes depend on numerous factors, including the animal’s condition, compliance with recommended exercises, and overall health. We are not liable for any adverse reactions, injuries, or complications arising from treatment, unless due to proven negligence on our part. Clients acknowledge that they are using our services at their own risk and agree to follow any post-treatment recommendations to optimise results.

Health & Safety Policy

To ensure the safety of both our team and the animals we treat, we require that all animals receiving physiotherapy be up to date on vaccinations (where applicable) and free from contagious diseases. If an animal displays signs of illness or has a medical condition that may interfere with treatment, we may postpone the session until clearance is provided by a veterinarian. If an animal is deemed too aggressive or unmanageable for safe treatment, we reserve the right to discontinue the session.

Data Protection & Privacy

We are committed to protecting client and patient information in accordance with applicable data protection laws. Any personal or medical information collected will be used solely for the purpose of providing veterinary physiotherapy services and will not be shared with third parties without client consent, except where required by law. We take appropriate measures to ensure that all data is stored securely and handled with confidentiality.