Client Policies

Before the first visit, please fill in my new client form and send your dog’s medical history, with any X-rays, blood results, photos and videos. For a dog with an injury, an illness or a diagnosed condition, I need a referral from your vet before the first session. Your first visit is held for 24 hours and confirmed once payment is received.

Your dog has regular days and times in my diary each week, with a plan of one or more sessions a week. We aim to keep the same days and times, with some flexibility on both sides. If you need a different day or time, just tell me as early as you can, and I’ll do my best to move your session within the same week. The first term is three months. After that, it continues month to month. To end it, please give one month’s written notice. If you end your regular slot, your usual days and times are released. If you’d like to come back, we’ll agree a new slot when I have space. If my diary is full, your dog joins my waiting list.

The sessions in your dog’s plan are paid monthly in advance, before the first session of each month. Fees are per animal, per session, and include VAT, and travel is added to each visit. My closed weeks are not charged. You can see every fee on my Fees page.

For regular sessions, consistency matters, so your usual slot is kept for your dog. Please let me know about holidays and planned breaks at least two weeks ahead, so I can help your dog ease into the break. Missed sessions, including while you are away, are charged as usual.

Illness and emergencies are at my discretion. If your dog is unwell and your vet confirms it in writing, the missed session becomes a credit.

One-off sessions are booked whenever I have space, with no minimum term, and are paid before each session. Your time is held for 24 hours and confirmed once payment is received. A one-off session cancelled or moved with less than 48 hours’ notice is charged in full. If a regular slot opens, you can move into it at the regular fee.

Out-of-hours sessions are 50% extra on weekdays and 100% extra at weekends.

Sessions are usually on the same days each week. I plan my route at the end of the week before, so times may move a little and are always confirmed in advance. On the day, I will text you my estimated arrival time. Each session lasts up to 40 minutes per animal. If you can arrange parking or a visitor permit, it is much appreciated.

Credit is valid for four weeks from the date it is given and is non-refundable. It can only be used for animals in the same household, for a session outside your usual slot, when I have space. Credit covers a regular session.

If I have to cancel a session, you will receive a credit or a new time.

I close for about eight weeks a year: two at Christmas, four in summer and, some years, two at Easter. I share the dates well in advance, and these weeks are not charged.

For bookings and admin, I ask each household to name one person, whether that is you, your PA or a member of your team. Anything about your dog’s sessions and wellbeing, I share with you directly, so nothing is lost along the way. I reply to messages within my working days. If your dog has a regular slot, short WhatsApp check-ins between sessions are included. Longer conversations are booked in advance as a call of up to 15 minutes, by phone or WhatsApp. If your dog is unwell or it is an emergency, please contact your vet first.

Please check with me before your dog starts any other therapy, device or product, so that everything they receive works well together. If something new is added without checking with me first, I may pause sessions until I have looked into it, usually within a week. Your slot is kept and sessions are charged as usual during this time.

I always go at your dog’s pace. When I arrive, I let your dog settle and explore first, and then I guide the session. Please don’t give your dog commands unless I ask, and keep treats out of the room unless we have agreed otherwise, as both can unsettle your dog and make it harder for me to read how they are feeling.

If a dog is unsettled on the day, I may shorten or pause the session, and it is charged as usual.

My sessions do not replace veterinary care. If your dog is unwell or in pain, please contact your vet first. I may ask you to see your vet, and I do not send regular updates to vets.

I work in private homes, with the family or with their staff, and always with discretion. Anything I learn about your household stays private.