Our Policies – the small yet important stuff
Our Policies – the small yet important stuff
TERMS OF SERVICE

Our Policies – the small yet important stuff

General home visits policy
We provide general home visits for

  • geriatric and end-of-life patients
  • existing (prior registered) clients, whose pets have been seen by us within the past 12 months
  • after-hours, when your regular vet is closed
  • daytime, by referral from a veterinary clinic which is unable to provide a home visit for you

Payment Policy
Payment is due at the time of services.
Payment methods are credit/debit cards (not AmEx) or cash.
We have a mobile card machine, thus can take card payment at the visit.
For pet euthanasia visits, you may consider in advance whether you would prefer to pay early in the visit (after signing the consent form) or at the end of the visit.

Appointment timing
Appointment times are scheduled as a 30 (to 60) minute arrival window.
For example, a 3pm appointment refers to arriving between 3 and 3.30pm (but could be delayed up to 4pm). This is to accommodate for prior visits requiring more time, traffic delays and longer driving distances. If we will be delayed beyond this, we will phone to notify you ASAP. We appreciate your understanding.
If you require a prompt appointment arrival time, please do let us know in advance and we will try schedule a time where we are less likely to expect arrival delays.
We routinely text you when on our way, so if you have a mobile phone, do turn it on and keep it nearby prior to your appointment.

Euthanasia appointment timing
We understand that the euthanasia visit is at a particular sensitive time for you, and will do our utmost to keep the arrival window to within 30 minutes. We will text you when on our way.

Appointment rescheduling and cancellations
If you need to rescheduled or cancel your appointment, we kindly request you give us fair notice (i.e. as soon as you are aware of your changing situation).
If you, or your pet, are not home for the visit, or you cancel once we are already on our way, we reserve the right to charge the visit fee.

Sending text, email and voicemail messages after-hours
Please be aware that texts, emails and mobile voicemail messages are not automatically accessed outside our routine business hours (Monday to Friday 9am to 6.30pm, Saturday 9am to 4pm).
Messages are accessed and replied during our routine business hours.
PLEASE DO NOT TEXT, EMAIL OR LEAVE A VOICEMAIL MESSAGE FOR AN AFTER-HOURS EMERGENCY THAT REQUIRES INSTANT VETERINARY ATTENTION OR ADVICE. If you are unable to speak directly to us, or our PA, contact your local after-hours veterinary provider.

Prices
The Home Visit fee comprises the consultation fee plus the travel fee.
Medications, diagnostic tests and services (e.g. euthanasia, aftercare) are additional.
The consultation fee varies with the duration. First appointments are up to 60 minutes duration, according to the complexity of the condition. Extended consultations (often required for the first palliative care/pet hospice visit) of 1 ½ hours duration are available on request.
Revisit consultations and simple medical consultations (after the first consultation) incur a reduced fee.
Travel fees vary with distance travelled.
After-hours home visits incur an additional fee, which may be waived when booked in advance during routine business hours.
Home Visit fees are provided once we know your individual situation (reason for the home visit, your postcode and whether daytime or after-hours).
When requesting a home visit fee, provide your postcode – we cannot provide a visit estimate without your postcode.

Insurance claims
In general, and according to your insurance policy details, consultations, treatments and tests are claimable on pet insurance. Insurance policies normally have exclusions for treatments that exceed your policy duration and/or limit, for euthanasia, and for pre-existing conditions. Check with your insurance company for your specific cover details.
It is your responsibility to settle your account and then reclaim the fees from your insurer. A direct claim to your insurer may be offered for established clients for claimable fees over £500. Proof of valid insurance cover and payment of excesses (or a 50% deposit) is required at the time of services.

Our right to decline a home visit request
In certain circumstances we reserve the right to decline a home visit request.
These circumstances include (but are not limited to)

  • genuine emergencies (in non-end-of-life patients) requiring prompt hospitalised treatment
  • pregnant dogs and cats in labour (and post-labour)
  • locations outside our visit area
  • where there is no suitable parking (where no visitor permits or nearby vacant pay and display bays are available, and inner central London where there is no parking availability)
  • where we have safety concerns, e.g. pets considered aggressive and potentially dangerous
  • evening visits to new clients, if we may have safety concerns
In all these circumstances we will refer you to contact your regular, local or after-hours clinic.

Privacy Policy
Information you submit on the 'Request a Visit' page is only used to accurately register your pet's relevant details and your contact details.
Your contact details (including email address) will never be shared with third parties (unless with your consent, e.g. referral to another veterinary clinic).