​1. Purpose and scope

This policy explains how cancellations, rearrangements, and credits are handled for appointments booked with Wellness Vet.

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It applies to all non‑urgent veterinary services booked by clients, whether arranged online, by phone, or in writing. Statutory consumer rights remain unaffected.

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2. Payments and deposits

Appointments are paid in advance to confirm clinician time and allow calm planning for in‑home care.

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Where a deposit is taken to confirm an initial home visit, it is held as a credit towards the first home‑visit clinical assessment, provided that assessment is booked within 48 hours of the initial visit.

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If a clinical assessment is not booked within 48 hours, the initial visit is treated as a standalone service and the deposit is applied to that visit.

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Refunds are not offered as standard practice, except where a refund is required by law.

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3. Key principle

Where notice is given, Wellness Vet follows a credit‑first approach, allowing care to be rearranged without unnecessary pressure.​

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4. Client cancellations and credits

Where eligible, fees are converted to a credit to be used towards a future appointment.

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4.1 More than 48 hours’ notice

If an appointment is cancelled with more than 48 hours’ notice, a full credit is issued for the fee paid.

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4.2 24 to 48 hours’ notice

If an appointment is cancelled with 24 to 48 hours’ notice, a 50% credit is issued.

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Where practicable, Wellness Vet may instead offer one rearrangement within this notice window. If rearrangement is not suitable, the credit approach applies.

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4.3 Less than 24 hours’ notice

If an appointment is cancelled within 24 hours of the scheduled start time, the fee is not credited. Short‑notice cancellations are rarely refillable for mobile appointment slots.

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4.4 No‑shows

If an appointment is missed (no‑show), the fee is not credited.

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5. Credit terms

Credits:

• may be applied to future Wellness Vet appointments

• are valid for six months from the original appointment date

• are non‑transferable

• cannot be exchanged for cash, except where a refund is required by law

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6. How to cancel or rearrange

To cancel or rearrange an appointment, please email info@wellnessvet.co.uk as soon as possible.

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All cancellations and rearrangements are confirmed in writing once received.

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7. Changes made by Wellness Vet

If Wellness Vet needs to rearrange an appointment due to illness, emergency commitments, safety concerns, or circumstances outside Wellness Vet’s control, an alternative appointment time is offered as a priority.

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If rearrangement is not possible or not suitable, a full credit is provided. Where a refund is required by law, it will be issued.

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8. Behavioural safety and service limitations

Wellness Vet provides calm, time‑rich care and aims to support dogs who benefit from familiar surroundings. To help keep visits safe and effective, clients are asked to share any behavioural or emotional concerns in advance.

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If a dog’s behaviour, emotional state, or home environment prevents safe handling or effective care, an appointment may need to be shortened or discontinued.

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Where this arises after a visit has commenced, the fee remains payable and is not credited.

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If concerns are shared in advance and home or online care is assessed as unsuitable, Wellness Vet will signpost appropriate alternatives where possible.

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9. Exceptional circumstances

Unexpected situations are considered on a case‑by‑case basis, with decisions made fairly and proportionately. This does not affect statutory consumer rights.

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10. Consumer rights, cooling‑off and early performance (distance contracts)

For appointments booked online or by phone, clients may have a 14‑day right to cancel under the Consumer Contracts Regulations.

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Because most appointments are arranged to take place within this period, booking an appointment is treated as a request for services to begin within the cooling‑off period.

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If a client cancels after services have begun during the cooling‑off period, a proportionate amount may be retained to cover services already provided. If the service is fully performed within the 14 days at the client’s request, the right to cancel is lost.

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Statutory consumer rights remain unaffected, including the right to services provided with reasonable care and skill.

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11. Questions

If you have questions about this policy, these can be discussed calmly before care is arranged.

Email: info@wellnessvet.co.uk