Terms of Service
Last updated: 2026-02-27
Elevate Veterinary Physiotherapy (elevatevetphysio@gmail.com) — Canterbury, Kent. Please read these terms carefully before using our website or purchasing any of our services.
About these terms
These terms and conditions govern your use of the Elevate Veterinary Physiotherapy website (elevatevetphysio.co.uk) and the services we provide, including our online gait analysis service, in-person physiotherapy sessions, and online rehabilitation programmes. By using our website or purchasing a service, you agree to be bound by these terms. Please read them carefully before proceeding.
About us
Elevate Veterinary Physiotherapy is operated by Elena, an ACPAT (Association of Chartered Physiotherapists in Animal Therapy) registered and HCPC (Health and Care Professions Council) registered chartered physiotherapist, practising from Canterbury, Kent. Contact: elevatevetphysio@gmail.com.
Our services
We provide veterinary physiotherapy services for horses, dogs, and other animals, as well as rider physiotherapy. Our online gait analysis service (currently priced at £85) includes: video gait analysis by a qualified veterinary physiotherapist; a comprehensive written report with findings and recommendations; a complimentary 15-minute video consultation to review the report; and personalised treatment recommendations. Service prices are displayed inclusive of all applicable charges. We reserve the right to update our prices, but any changes will not affect services already purchased.
Veterinary referral requirement
In accordance with the Veterinary Surgeons Act 1966 and the Veterinary Surgery (Exemptions) Order 2015, physiotherapy treatment of animals must be carried out under the direction of a veterinary surgeon who has examined the animal and given consent for physiotherapy. Our online gait analysis is an assessment service that provides movement analysis and recommendations — it is not a veterinary diagnosis and does not replace examination by a veterinary surgeon. Where our assessment identifies concerns that may require veterinary attention, we will recommend that you consult your veterinary surgeon. Any hands-on physiotherapy treatment will require a valid veterinary referral before it can commence. By purchasing our services, you acknowledge this legal requirement.
Ordering and payment
When you complete our online intake form and make a payment, you are placing an order for our service. Payments are processed securely by Stripe. Your card details are never stored on our servers. A contract between us is formed when we confirm receipt of your order by email. We will send you filming guidelines and instructions following your purchase. You are responsible for providing accurate information in the intake form. We reserve the right to decline an order if the information provided is insufficient or if the service is not appropriate for your animal's needs, in which case a full refund will be issued.
Your cancellation rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of the contract being formed (the "cooling-off period"), without giving any reason. To cancel, please contact us at elevatevetphysio@gmail.com clearly stating your wish to cancel. If you have requested that we begin providing the service within the cooling-off period (by submitting your videos for analysis), you acknowledge that: you will lose your right to cancel once the service has been fully performed; if you cancel after work has begun but before it is complete, you may be charged a proportionate amount for the work already carried out. If you cancel before any work has begun, you will receive a full refund within 14 days.
Refund policy
Full refund: If you cancel within the 14-day cooling-off period and before any analysis work has begun, you will receive a full refund. Partial refund: If analysis has begun but is not yet complete at the time of cancellation, a proportionate charge will be deducted from your refund. No refund: Once the gait analysis report has been delivered to you, the service is considered fully performed and no refund is available. Exceptions: If we are unable to complete the analysis due to insufficient or unsuitable video footage, we will contact you to arrange re-submission. If the issue cannot be resolved, a full refund will be issued. Refunds are processed via Stripe to the original payment method and typically take 5–10 business days to appear on your statement. To request a refund, contact elevatevetphysio@gmail.com.
Service delivery
Online gait analysis reports are typically delivered within 5–7 working days of receiving your video submission. The 30-minute video consultation will be scheduled at a mutually convenient time following delivery of your report. We will make reasonable efforts to meet these timeframes but cannot guarantee specific delivery dates. If there is a significant delay, we will notify you and offer the option of a full refund.
Limitation of liability
Our gait analysis and physiotherapy services are provided in good faith by a qualified and registered professional. However: our analysis is based on the video footage you provide and is limited to what can be assessed remotely; our recommendations are for informational and guidance purposes and do not constitute a veterinary diagnosis; we are not liable for any loss or damage arising from actions taken based on our recommendations without appropriate veterinary consultation; our total liability in connection with any service is limited to the price paid for that service. Nothing in these terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.
Intellectual property
All content on this website, including text, images, logos, and reports, is the property of Elevate Veterinary Physiotherapy or its licensors and is protected by copyright. Gait analysis reports provided to you are for your personal use in connection with your animal's care. You may share reports with your veterinary surgeon or other treating professionals. Reports may not be reproduced, distributed, or used for commercial purposes without our written permission.
Complaints procedure
We are committed to providing a high standard of service. If you are dissatisfied with any aspect of our service, please contact us at elevatevetphysio@gmail.com. We will acknowledge your complaint within 5 working days and aim to resolve it within 28 days. If your complaint relates to how we handle your personal data, please see our Privacy Policy for details of how to escalate to the Information Commissioner's Office (ICO). If your complaint relates to our professional conduct, you may also contact ACPAT (acpat.org) or the HCPC (hcpc-uk.org).
Changes to these terms
We may update these terms from time to time. The "last updated" date at the top of this page will be revised accordingly. Changes will not affect services already purchased under the previous terms. Continued use of our website or services after changes are posted constitutes acceptance of the updated terms.
Governing law
These terms are governed by the laws of England and Wales. Any disputes arising from these terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales.