The Service
We perform a single "one off" service, and therefore we are not a full service veterinary practice. This means pets are not registered with us, and should be registered with a local veterinary practice for emergency, urgent, standard, and preventative care.
The significant proportion of our care is terminal, so notes/history of the services are kept by us. However, for travel documentation, we will send notes back to the same practice who sends us the history before a visit.
The service will be carried out by a fully qualified registered veterinary surgeon (MRCVS), and also an official veterinarian (OV) where required for travel.
The only medications given to patients are given directly by the veterinary surgeon during a visit. We do not currently dispense medications to owners.
If there is significant medical history it is important this is communicated to us before the visit, a full history is required for travel documentation visits.
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 and the opinion of the veterinary surgeon during the visit.
We do not provide aftercare (cremation/burial) services, we can suggest local companies who do provide this service inculding transport if required. It is not normally practical for us to provide transportation, exceptions are at our discretion.
Availability
We try to answer all visit requests within 24 hours, often we are much faster, however we cannot guarantee this, nor that we will be available to answer at all.
Clients are welcome to request visits on any day, hownever we may not be available at all, on any given day due to other commitments. We normally offer visit times in the afternoon, allowing adequate preparation time beforehand.
We ask for at least 24 hours notice before any requested visit. The service is designed to be used after careful consideration by owners, extra time can be helpful for family and friends who might want to say goodbye.
Sometimes we are available to see euthanasia visits at much shorter notice than 24 hours, this is not guaranteed, but you are welcome to request this.
Until we have agreed to a visit, if we do not answer or cannot accomodate your request, and your pet is suffering or may suffer if they wait, it is your responsibility to find alternative veterinary care. This may mean you have to transport your pet to the practice they are registered at, or even an emergency service that your practice uses out of hours.
Payment Terms
A deposit is due of £50 at booking to secure your visit.
The full amount for each service is due at the time of the visit, 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.