The Service
We are not a full service veterinary practice, this means pets are not registered with us, we just do a single service such as; end of life care or travel consultation.
The service will be carried out by a fully qualified registered veterinary surgeon (MRCVS), and official veterinarian (OV) where required for travel.
The only medications given to patients are given directly by the veterinary surgeon for sedation or euthanasia.
If there is significant medical history it is important this is commuinicated to us before the visit.
Given patients who are being visited for euthanasia are likely to be unwell; this does mean the sedation given has higher risks than in young healthy animals, it is our opinion that on balance the benefit of sedation normally outweighs the risk, but this will be decided on a case by case basis using any significant history communicated to us.
Availability
I try to answer all requests within 24 hours, and often I am much faster, however I can not guarantee this, nor that I will be available to answer.
Clients are welcome to request consults on every day of the week during the day, I may not be available on any given day due to other appointments and commitments. I normally offer visit times in the afternoon, allowing adequate preparation time.
I always ask for at least 24 hours notice before any requested date or time, the service is designed to be used after careful consideration by owners, and intervening days between booking and consult can be used for family and friends who might want to say goodbye.
Sometimes I am available to see euthanasia visits at shorter notice, this is not guaranteed and if this is required, alternative arrangements should be made in case I cannot fufill such a request, or even answer your request as fast as the situation might require.
Payment Terms
A deposit is due of £50 at booking to secure your booking.
The full amount for each service is due at the time of the consult, the deposit amount will be subtracted from this amount.
We are not FCA regulated so unable to offer payment plans, as this is a form of money lending.
Cancellation Policy
To cancel your appointment for any reason, please give us 24 hours notice. Appointments cancelled later than this time will not be refunded the deposit fee.
If we are not informed of a cancellation, and the vet travels to your house, a visit fee of £149 will be payable.
If you believe there were excenuating circumstances then please inform us of these, any fee waiver is at the sole discretion of the vet.
Appointment Viability
If we are unable to safely complete a consultation due to a pet's aggression, an unsuitable environment, the pet's physical health, or any other factors outside our control, we reserve the right to stop the visit and you will still be charged.
Concerns and Complaints
If you have any concerns or complaints, please contact me on the contact us page. I can give you alternative ways of sending your comments if you prefer not to use the WhatsApp chat.
I aim to respond to all complaints within 14 days, if a complaint is taking longer than this to investigate, I will inform you within this period and give you a predicted response date. I will always try to keep you informed about how a complaint is progressing, it is helpful to write not only what your concerns are but what you would like to happen next.