We’re committed to providing the highest standards of care for every dog who visits Operation K9. To ensure a smooth, safe and professional service, please take a few moments to read and agree to the following Terms & Conditions.
- Veterinary Consent
All patients being treated at Operation K9 Ltd must have written veterinary permission (consent form) from their vet or orthopaedic surgeon before commencing hydrotherapy. This includes rehabilitation, laser, fitness and fun sessions. The completed form must be received before or at your initial session.
- Owner Responsibility & Risk
Whilst every care is taken in the handling of dogs, maintenance of the water, and operation of equipment, all dogs receive hydrotherapy treatment entirely at their owner’s risk.
- Payments & Fees
Payment for all services is due on or before the day of your booked session.
Accepted payment methods: cash, debit card or prompt (same-day) BACS payment.
Invoices and receipts are available upon request.
We do not process direct insurance claims but are happy to assist clients with documentation for insurance reimbursement, as an IRVAP (ICH) registered centre for an admin fee of £8.
- Appointment Commitment & Cancellations
Your appointment time is reserved specifically for you and your dog. We ask that you value this commitment as we do. Missed or late cancellations directly impact the business and other clients awaiting appointments.
- Cancellations made with at least 24 hours’ notice: no charge.
- Cancellations made within 24 hours: full session fee will be charged.
- Failure to attend without notice: full session fee will be charged.
Operation K9 Ltd may occasionally need to amend or reschedule appointments (e.g. due to water quality, staff availability, equipment maintenance, extreme weather or unforeseen circumstances). We will always contact you as soon as possible in these cases.
We appreciate your flexibility in accommodating small changes such as moving your appointment to an earlier or later time this helps us keep the business running efficiently for all clients.
- Session Duration & Treatment Plans
Session length varies depending on your dog’s condition, ability, environmental factors, and clinical needs, as determined by your hydrotherapist. The price of treatment does not vary according to session length.
To achieve the best outcomes, it is important that you commit to your dog’s treatment plan as advised by your therapist. Consistency is key to rehabilitation success.
- Health & Safety
- No animal with an infectious or contagious condition will be treated.
- If your bitch comes into season, please notify us immediately she cannot attend sessions until her season has ended.
- Please ensure your dog has not eaten a meal for at least 3 hours before hydrotherapy (or as directed by your therapist).
- Owners must ensure their dog is fully toileted before the session.
- A £50 cleaning fee will be charged if your dog defecates in the pool or treadmill to cover the costs of deep cleaning, water replacement and lost income.
- Behaviour & Conduct
We operate a safe and respectful environment for all.
- Staff will not tolerate abuse of any kind. Therapists reserve the right to refuse treatment if they feel uncomfortable or threatened.
- Please keep dogs on a lead and cats in a secure carrier at all times while on site.
- Please be considerate of other clients and animals some may be recovering from injury or feeling anxious.
- Facilities & Property
- Please respect our premises. The Sherburn centre is adjacent to our family home; we ask that you close gates and doors and move quietly around the property.
- Toilet facilities are available at both centres.
- Parking is available at your own risk. Please park considerately.
- Operation K9 Ltd accepts no responsibility for loss, theft or damage to vehicles or personal property.
- Please clean up after your dog at all times.
- Thank You
Your cooperation helps us to provide the highest level of care for every client human and canine. By attending your appointment, you confirm that you have read and agreed to these Terms & Conditions.