Terms & Conditions
We love caring for your pets and appreciate your understanding of our policies, which help us provide an efficient and compassionate service. Please review the following information carefully.
Online Booking & Cancellation
​
New clients booking for the first time are required to pay the full consultation or vaccination fee in advance. Without payment, the booking will not be valid.
A minimum of 48 hours’ notice is required for cancellations.
Due to high demand, we allocate bookings based on location to optimise both time and environmental efficiency. This allows us to keep our costs comparable to, or lower than, traditional vet clinics without travel costs.If the allocated time is not suitable, clients may choose to reschedule for another day. We prioritise euthanasia appointments and minor procedures requiring sedation when setting the day’s schedule.
Priority booking is available for clients who wish to select a specific one-hour window for their appointment. This service is available at a premium rate.If you are unable to be home, a trusted family member or neighbour may host us, but please ensure you are reachable by phone during the visit.
Urgent Vet Visits (Within 24 Hours)
​
Urgent bookings cannot be made directly through the website, as the daily route is planned in advance. Clients seeking an urgent visit within 24 hours should complete the online request form and await confirmation with an estimated arrival time (ETA).
Emergencies
​
We are not an emergency service. If your pet is collapsed, struggling to breathe, or bleeding profusely, please take them to the nearest veterinary clinic immediately.
We recommend that all clients familiarise themselves with their nearest day clinic and 24-hour veterinary hospital in case of emergency.
Booking for Multiple Pets
​
Please book all animals at the time of your appointment request. To comply with VMD regulations, we only carry vaccines pre-booked for the day and may not be able to vaccinate additional pets.
If you encounter issues with the online booking system, please contact us for assistance.
​​​​Parking Requirements and Property Access
​
-
Proximity: Please ensure parking is available within a 5-minute walk of your property.
-
Difficult Parking: If parking is particularly challenging (e.g. a long walk from the property), a £20 surcharge will apply.
-
Client Responsibility: Clients are responsible for parking fees, permits, or fines. Any time spent organising parking will be deducted from consultation time.
Availability for Appointments
​
Please ensure you are available one hour before and one hour after your scheduled ETA.
You are welcome to call the vet on the day of the appointment for an updated ETA.
Preparing for the Appointment (Cats)
​
Please ensure your cat is in an enclosed room with no hiding spots prior to the appointment.
If your cat cannot be located or the vet cannot access the property, the full consultation fee will apply.
​
For nervous cats, we recommend booking a pre-consultation phone call to discuss how best to prepare. Cats should be examined in a ground-floor room wherever possible. If your cat is upstairs, please bring them down before the appointment.
Location Restrictions
​
Home visits are available within our standard service areas.
You can view the full list of areas covered here.​
​
For locations outside these areas, please contact us to discuss options.
Restricted Roads
​
If you live on or near a restricted-entry road, please ensure your appointment is scheduled outside restricted hours.
Provide these details when booking to avoid cancellations or delays. If restrictions prevent access, the full consultation fee will still apply.
Estimated Arrival Times
Appointment times are approximate due to the nature of our work. Please be available within one hour before or after your ETA.
If the vet is delayed by more than 20 minutes, we will do our best to contact you with an updated arrival time.
Suitability of the Booking System
Our booking system works well for most clients. Those requiring a more specific timeframe may prefer to book a priority consultation, which guarantees a visit within a chosen one-hour window (at an additional cost).
If neither of our booking options suits your schedule, we recommend using a traditional clinic where appointment times are fixed.
Clients booking a standard consultation are allocated a time based on their location. If the proposed time is unsuitable, we will reschedule for another day or offer a full refund of your deposit.
We always aim to visit on your preferred day and provide an ETA approximately 24 hours in advance.
By booking with us, all clients agree to these terms of service.
Pre-Visit Consultation for Nervous Pets
We welcome pets who find clinic visits stressful. You can book a pre-visit telephone consultation to discuss strategies for a calm home visit.
Please refer to our FAQs for guidance on preparing dogs and cats for a vet visit.
Strong Scents and Smoking
For the comfort and safety of our staff and your pet, please avoid using scented or unscented candles, sprays, or perfumes during our visit.
Smoking or exposure to unventilated smoky areas is strictly prohibited.
​​
No-Show Policy
​
​No Show: If the vet arrives and no one is available, the full consultation fee will apply.
​Late Arrival: Waiting time will be charged at £100 per hour. To avoid disruption to other clients, the vet may leave and the full consultation fee will still be charged.
Individual Queries
As a small business, we are unable to provide advice outside scheduled consultations. Clients requiring follow-up advice should book a telephone or face-to-face appointment.
​
To help us maintain the quality of care for all clients, please avoid multiple contacts outside of consultation times.
Complaints or Feedback
We pride ourselves on offering personal, direct care from the vet and clinic owner. While we strive for excellence, we recognise that issues can occasionally arise.
​
If you have feedback or a complaint, please call or email us (attention: clinic owner).
Complaints involving staff may take up to 10 working days to investigate.
Non-Payment
​
Full payment is required at the time of consultation. No medications will be dispensed until payment is received.
Failure to pay for services or goods will result in legal action and may incur interest, court, and administrative fees. A court order may also affect your credit rating.
Pricing, Deposits, and Payments
Payment is due at the time of consultation. We do not offer credit.
If invoiced, please ensure payment is made the same day to avoid administrative penalties.
We maintain transparent pricing on all booking options. Additional estimates for procedures or treatments can only be provided during a consultation.
Please review your invoices and statements carefully before raising any queries.
Nail Clipping and Anal Glands
​
These services are charged as optional add-ons to standard health consultations.
Termination of Services Policy
​
We are committed to providing compassionate care in a respectful environment.
However, we reserve the right to terminate our services if a client displays rudeness, aggression, or threatening behaviour.
In such cases, the client will receive a Termination of Services letter, and we will promptly forward relevant clinical records to a new vet upon request.
Social Media Conduct
​
We reserve the right to take legal action against individuals who make false or defamatory statements about our business online, including attempts to obtain discounts or compensation through public pressure.
Pet Travel to Non-EU Countries
​
If your pet has received routine vaccinations from us and you require travel documentation for a non-EU destination:
-
Requests must be made clearly and with a minimum of 7 working days’ notice.
-
Documentation cannot be provided between 15 August – 7 September or 20 December – 6 January.
-
Fees apply for administrative preparation.
Documentation Fees:
-
Clinical history (7 days’ notice): £25
-
Vaccination card (outside appointment): £25
-
Urgent vaccination card (within 24 hours): £170
-
Urgent clinical history (within 24 hours): £150
We can only provide documentation for vaccinations administered by us.