Terms and conditions

Policy details

1. Acceptance of these Terms

By booking an appointment, making a payment, or using Wellness Vet services, you confirm that you have read, understood, and agree to these Terms and the policies linked below.

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If you do not agree to these Terms, please do not proceed with booking or using Wellness Vet services.

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These Terms apply to:
(a) veterinary services provided by Wellness Vet, and
(b) use of the wellnessvet.co.uk website where relevant.

2. About Wellness Vet

Wellness Vet is a non‑urgent, independent veterinary service, operating by appointment only. Care is delivered online and in the client’s home.

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Home visits are normally provided within approximately 30 minutes of the BA1 postcode. Travel fees apply and are confirmed in advance.

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Wellness Vet is a sole‑charge practice.

3. Becoming (and remaining) a client

Initial suitability is usually assessed through a welcome call and, where appropriate, a first in‑home visit.

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As Wellness Vet provides non‑urgent care in home and online settings, clients must keep their dog registered with a bricks‑and‑mortar veterinary practice to ensure access to emergency and facility‑based care where required.

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4. Scope of care (non‑urgent only)

Wellness Vet provides preventative and remedial veterinary care suitable for delivery via home visit or online consultation. This may include wellness consultations, chronic condition support, integrative therapies, care planning, and owner guidance.

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Wellness Vet does not provide emergency, critical care, inpatient, or hospital‑level treatment.

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Wellness Vet does not operate as a dispensing practice and does not hold medicines in stock. Medication support is therefore managed via prescriptions and, where requested, medication ordering (see section 10).

5. Emergency and urgent care arrangements

Wellness Vet provides non‑urgent care by appointment only.

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For urgent, emergency, or out‑of‑hours concerns, clients must contact their primary veterinary practice or an independent emergency provider.

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Details of emergency and out‑of‑hours arrangements, including nominated providers, are set out on the Emergency and out‑of‑hours care page. These providers operate independently of Wellness Vet and apply their own pricing structures.

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6. Remote consultations and prescribing

Remote consultations may be offered where clinically appropriate.

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Prescribing prescription‑only medicines requires a clinical assessment of the animal under Wellness Vet’s care. For some categories of medicines, including (but not limited to) antimicrobials and controlled drugs, a physical examination is required unless exceptional circumstances apply in line with professional guidance.

7. Client responsibilities

Clients agree to:

(a) provide accurate and complete information about their dog’s health and behaviour
(b) maintain registration with a premises‑based veterinary practice
(c) ensure a safe environment for home visits, including safe access, adequate lighting, and suitable handling arrangements
(d) follow agreed care plans and seek urgent or emergency care when advised

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8. Behavioural and emotional safety

Clients must inform Wellness Vet in advance of any known behavioural or emotional challenges that could affect safe handling or effective care, including aggression, threatening behaviour, severe anxiety, or inability to be safely handled.

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Wellness Vet may refuse or discontinue services where, in clinical judgement, the dog’s behaviour, emotional state, or home environment presents a safety risk or prevents appropriate care.

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If undisclosed issues prevent care once a visit has commenced, fees remain payable and no refund is due.

Where concerns are disclosed in advance and care is assessed as unsuitable for home or online delivery, appropriate alternatives will be signposted where possible.

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9. Fees, estimates, and payment

Fees reflect time, clinical complexity, professional expertise, and clinical responsibility. Appointment durations are guides designed to support calm pacing and practical planning, rather than per‑minute billing.

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Clear pricing information is provided, and written estimates are given where care is likely to involve additional treatment, diagnostics, or ongoing support, unless urgent care is required.

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Appointments are paid in advance to confirm the booking, unless otherwise agreed in writing.

Current pricing and practical fee information is available on the Pricing & Care page.

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10. Prescriptions, referrals and medications

Prescriptions

Prescriptions are provided where clinically appropriate and issued to the client’s nominated pharmacy.

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Written prescription fees are charged per item as set out on the Pricing & Care page. Where annual vaccination prescriptions are included as part of a Wellness Assessment and planned follow‑up, this will be confirmed in advance.

Medication supply and storage

Wellness Vet does not hold or dispense medicines. Medication is obtained via the client’s nominated pharmacy or supplier, following a valid prescription where required.

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Where medication forms part of your dog’s care, Wellness Vet will explain options, prescribing arrangements, and what to expect clearly.

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Referrals and redirection

Where referral to another provider is clinically appropriate, Wellness Vet can support coordination and information sharing where helpful.

Where referral care involves additional clinical administration beyond what is proportionate to the appointment, any associated fee will be discussed and agreed in advance.

Returns and disposal

Unwanted medicines should be returned to a pharmacy for safe disposal. Controlled drugs are subject to additional legal handling requirements.

11. Coordination with other providers and freedom of choice

Clients are free to choose their veterinary and medication providers at all times. Wellness Vet will cooperate in the transfer of relevant clinical records where appropriate and in line with professional guidance and data protection law.

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Where helpful, Wellness Vet may coordinate with the client’s primary veterinary practice to ensure facility‑based care and emergency arrangements remain clear.

12. Consent, records, and confidentiality

Wellness Vet explains available options, likely benefits and risks, costs, and alternatives to support informed consent.

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Clear clinical records are maintained and stored securely. Relevant information may be shared with other professionals involved in your dog’s care where appropriate and in accordance with professional guidance and data protection law.

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Further information on data handling is set out in the Privacy Policy and Cookie Policy.

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13. Insurance support

Where appropriate, Wellness Vet can provide itemised invoices and complete the clinical sections of insurance claim forms.

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Invoices are issued to the client. Wellness Vet does not submit or manage claims with insurers on the client’s behalf.

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14. Cancellations, rearrangements, and service limitations

Payments, cancellations, rearrangements, and credits are handled under the separate Cancellations and Rearrangements Policy.

This includes circumstances where services cannot be completed due to behavioural or environmental factors. Statutory consumer rights are unaffected.

15. Complaints

Wellness Vet welcomes feedback and aims to resolve concerns fairly, promptly, and transparently.

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Details of the complaints process are set out in the Complaints Policy.

Email: complaints@wellnessvet.co.uk

16. Changes to these Terms

These Terms may be updated from time to time. The effective date will be shown at the top of this document.

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Where changes materially affect existing clients, reasonable notice will be provided.

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17. Website use and disclaimers

The wellnessvet.co.uk website provides general information about Wellness Vet services. While reasonable care is taken to keep content accurate, it should not be relied upon as personalised veterinary advice.

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Third‑party links

Wellness Vet is not responsible for the content or practices of linked third‑party websites.

Testimonials and reviews

Testimonials reflect individual experiences and do not guarantee outcomes.

Limitation of liability (website)

Nothing in these Terms limits liability where it cannot be limited under law. Otherwise, Wellness Vet is not liable for losses arising from unreasonable reliance on general website content.

18. Contact

For questions about these Terms:​

Email: info@wellnessvet.co.uk​

Privacy enquiries: data@wellnessvet.co.uk