Practice Terms & Conditions

These Terms and Conditions apply to veterinary services provided by Home Visit Pet Care Ltd ("Home Visit Pet Care", “we”, “us”, “our”), for all subsidiaries of Home Visit Pet Care Ltd, veterinary practices operating under the ‘Home Visit Pet Care’ brand name, and other veterinary practices operated by Home Visit Pet Care and trading under a different name; to you (“you”, the registered pet owner or individual requesting our services). By using our services, you agree to these terms. Please read them carefully.

1. Our Contract with You
Your contract with us begins when we confirm your registration as a client, either verbally, electronically, or in writing. These terms, along with any signed consent forms or other documentation, form the basis of our agreement.

2. Our Services
We deliver mobile veterinary services with qualified professionals, in line with RCVS Code of Professional Conduct. We will treat your pet with reasonable care and skill during normal business hours and may offer emergency referrals if required.
Service availability and hours may vary by branch.

3. Responsible Pet Ownership
We support responsible pet ownership and preventative healthcare including vaccination, parasite control, microchipping, and regular check-ups. Our Home Pet Care Plans can help spread the cost of routine care and promote long-term health for your pets.

4. Pet Health Insurance
We strongly recommend insuring your pet to cover unexpected veterinary costs. If you would like us to submit an insurance claim directly, please notify us before treatment begins. Otherwise, payment is due at the time of service, and you can claim reimbursement independently.

5. Fees
All services are subject to VAT. Our fees are based on time, expertise, and any medications, equipment, or consumables used. Additional charges may apply for out-of-hours work, repeat prescriptions, reports, and travel. You are responsible for all costs incurred on your pet’s behalf.

Fees are due at the time of consultation or service delivery. In certain cases, a deposit may be required in advance of treatment or procedures.

6. Methods of Payment
Payment is due at the time of consultation or service delivery. We accept debit/credit cards, bank transfers or even cash, but no cheques please. In certain cases, a deposit may be required in advance of treatment or procedures.

7. Estimates of Treatment Costs
We can provide a written estimate upon request. Please note that this is an approximation only, as pet conditions may change. We will attempt to contact you if the cost is likely to exceed the estimate. If unreachable, we will act in your pet’s best interest to prevent suffering.

8. Settlement Terms
If payment is not made within 7 days, a reminder and administration fee may apply. Unpaid accounts may be referred to a debt collection agency, and further charges may apply. Returned payments or failed transactions will also incur fees.

9. Appointment Cancellation Policy
We reserve the right to charge a cancellation fee for missed or late-cancelled appointments. Exceptions may be made at our discretion in cases of emergency or extenuating circumstances.

10. Inability to Pay
If you're unable to pay in full at the time of service, please speak to us in advance. Instalment plans may be offered in limited cases, subject to approval and formal agreement.

11. Ownership of Records
Clinical records, including notes, test results, and imaging, are the property of Home Visit Pet Care Ltd. You may request copies of your pet’s medical history for a fee. Summaries can be provided to another veterinary provider upon request.

12. Out-of-Hours Policy
We do not currently offer our own out-of-hours services. However, we can refer you to a trusted emergency provider when necessary. Details of out-of-hours care, including contact details, will be provided upon request.

13. Prescription Policy
Prescription medications (POM-V) can only be issued by our veterinary surgeons for animals under their care. You may request a written prescription for use elsewhere. A re-examination may be required every 3-6 months for ongoing prescriptions, and charges apply for both re-exams and written prescriptions.

14. Your Behaviour (and Ours)
We operate a zero-tolerance policy on abusive, threatening, or discriminatory behaviour towards our team. We reserve the right to refuse service or terminate your contract if such behaviour occurs. Equally, we are committed to treating you with respect. If you feel a team member has acted inappropriately, please let us know.

15. Termination of Your Contract with Us
You may end your contract at any time. Any outstanding fees must be paid before termination. We also reserve the right to terminate the agreement for breach of terms, non-payment, or inappropriate conduct.

16. Privacy
We collect and use your personal data in accordance with our Privacy Policy. This includes your name, contact information, and pet details. We may contact you with reminders, updates, or service-related information.

17. Our Responsibility for Loss or Damage
We are not liable for unforeseeable losses. Our services are intended for personal use only. We accept no liability for loss of business or income. Our liability is not excluded for death or injury caused by negligence, fraud, or other circumstances where exclusion is unlawful.

18. Complaints Procedure
We aim to provide excellent care and service. If you are unhappy, please raise your concerns with your attending vet or nurse. If unresolved, you may submit a formal complaint by email to hello@homevisitpetcare.co.uk. We aim to respond within 5 working days and fully investigate within 15 working days. If still dissatisfied, you may escalate the matter to the Royal College of Veterinary Surgeons.

For further information, contact:
Home Visit Pet Care Ltd
hello@homevisitpetcare.co.uk