Terms and Conditions of Service
The following terms and conditions apply when undertaking business with Vets 2 Your Pets Ltd.
Payment Terms
The practice does not offer an account facility. Payment is required on receipt of our invoice, with all fees required to be paid in full 24 hours prior to any non-urgent home visit or service commencing. A home visit can only be confirmed once full payment of the invoice is received. An exception to this would apply for an urgent same day appointment whereby the payment would need to be made before 5pm or the vet arrives, whichever is soonest.
We accept payment by electronic bank transfer, though can take card payments on request with prior arrangement. We do not take cheques. Products and medications purchased can only be dispatched following full payment of the invoice for the product. Estimates for treatments and visits are available on request.
Estimates
We are happy to provide you with an itemised estimate of the anticipated costs of treatment for your pet and will always endeavour to contact you if this estimate is likely to be exceeded. However, there may be circumstances when immediate treatment is required and as such we cannot guarantee the estimate will be the total final cost.
Cancellation Policy
We require a minimum of 24 hours’ notice to cancel a confirmed booking, in this event all paid fees will be refunded to the client in full. If less than 24 hours’ notice is given, or if the treatment requirements change whilst attending a visit then any refund will be at the discretion of Vets 2 Your Pets.
If a vet attends an appointment but no one is home to receive them, a minimum of a standard call-out fee will be charged.
For vaccination visits, a cancellation fee of 20% of the original invoice will apply to all cancellations within 24 hours of a confirmed booking.
Animal Temperaments and Absence and Illness
If a vet or veterinary nurse arrives for an appointment but your pet is aggressive to the point it is not safe to continue, no refund can be offered. If you can hold your pet and apply a muzzle to nervous dogs this may be enough to allow the appointment to continue. Vets 2 Your Pets can offer sedative tablets in some cases to very nervous or aggressive pets if we are given this information in advance. The tablets will be posted to you a few days before the appointment and full instructions are provided. It is your responsibility as a pet owner to ensure your animal is safe to be handled by a vet or nurse in your home. If you have any reservations about your pet’s behaviour at all please speak to a member of our team before booking an appointment.
We recommend all cats are kept in the night before an appointment and not let outside again until after the appointment. If the vet or nurse arrives and your cat is not home, no refund can be provided.
Please keep us updated about your pet’s health on the lead up to a vaccination appointment. Unwell pets cannot be vaccinated and may require further veterinary care before this can be carried out. If your pet becomes unwell before an appointment and you do not inform us of this, then we may be unable to vaccinate them. If our vet or veterinary nurse arrives and your pet is not well enough to be vaccinated either no refund or a partial refund only can be issued depending on the circumstances.
Direct Insurance Claims
Vets 2 Your Pets Ltd supports insuring your pet against unexpected illness or accidents. Please be aware it is your responsibility to settle your account with us and then reclaim the fees from your insurance company. We are not able to offer direct claims to your insurance company.
Emergency Call Outs and Out of Hours Treatment
Vets 2 Your Pets can only supply emergency cover for pets and patients under our care. Due to the time delay in arranging a home visit, we do not offer an emergency call out home visit service for sick and unwell pets. Vets 2 Your Pets offers vaccinations and end of life care only. We are only able to offer support and emergency care for our patients that are experiencing health concerns within 24 hours of visit from our vet. If a pet is unwell due to reasons outside our care provision, we are unable to offer emergency call out service. We are always happy to take enquiry phone calls and advise on the situation as best we can.
Repeat Prescriptions Policy
You may obtain Prescription Only Medicines, Category V (POM-V) from your veterinary surgeon or request a written prescription and obtain these medicines for animals under their care. A written prescription may not be appropriate if your animal needs immediate treatment.
The general policy of the practice is to reassess an animal requiring repeat medication every three months, but this may vary with individual circumstances.
You will be informed, on request, the price of any medication that may be dispensed for your animal and further information on the prices of medicines is available from your veterinary surgeon.
Customer Feedback
We look forward to working with you to keep your pet healthy and happy but, if at any time you have concerns or suggestions, please do not hesitate to contact our Practice Manager, Kara (kara@vets2yourpets.co.uk). We actively welcome your feedback and can assure you that any issues raised will be appropriately addressed.
Registered Veterinary Nurse Appointments – Responsible Referral Policy
During an appointment with a registered veterinary nurse your pet will be assessed for abnormalities. If something abnormal is discovered our registered veterinary nurse will seek to refer you to a veterinary surgeon. This may be going to your ‘usual’ practice or one of our partner practices in your area. Our veterinary nurse may or may not be able to complete the appointment depending on the circumstances of your pet’s health. If we are unable to complete the appointment booked a full explanation will be given to you and a partial refund can be issued.
Formal Complaints
In the unfortunate event that you wish to raise a formal complaint with Vets 2 Your Pets, we request that a letter setting out the grounds of the complaint are sent to the following address: Practice Manager, Vets 2 Your Pets Ltd, Tingewick Mill, Church Lane, Tingewick, MK184 RB. Upon receipt of your letter one of our team will investigate the details of your particular case and respond accordingly to you. Although we always endeavour to respond to a complaint within 14 working days of receipt sometimes this is not possible. In such an instance a member of the team will contact you to update you on the progress of your complaint.
Vets 2 Your Pets Ltd trading as Vets 2 Your Pets, registered in England & Wales under registered number 12361186. The registered office is Tingewick Mill, Church Lane, Tingewick, MK184RB