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.

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

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 at the client’s home.

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The usual home‑visit area is within approximately 30 minutes of BA1. Travel fees apply and are confirmed in advance.

Wellness Vet is a sole‑charge practice.

3. Becoming (and remaining) a client

Initial suitability is typically assessed via a welcome call and, where appropriate, a first home visit.

Because Wellness Vet provides non‑urgent care in the home and online setting, clients must keep their dog registered with a bricks‑and‑mortar veterinary practice for facility‑based procedures and emergency care.

4. Scope of care (non‑urgent only)

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

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

Wellness Vet does not operate as a dispensing practice and does not hold or store medicines in stock. Where medication support is needed, this is handled through prescriptions and, where requested, medication ordering (see section 10).

5. Emergency and urgent care arrangements

Wellness Vet provides non‑urgent care by appointment.

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

Emergency and out‑of‑hours arrangements, including nominated providers, are set out on the Emergency and out‑of‑hours care page.

Providers operate independently of Wellness Vet. Their own pricing structures apply.

6. Remote consultations and prescribing

Remote consultations may be offered where clinically appropriate.

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 under professional guidance.

7. Client responsibilities

Clients agree to:

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(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, suitable lighting, and safe handling arrangements where needed),

(d) follow agreed care plans and seek urgent or emergency care when advised.

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.

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

If undisclosed issues prevent care once a visit has commenced, fees remain payable and no refund is due. Where concerns are disclosed beforehand and care is assessed as unsuitable for home or online delivery, Wellness Vet will signpost alternatives where appropriate.

9. Fees, estimates, and payment

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

Wellness Vet provides clear pricing information and confirms estimates where appropriate before additional costs are incurred.

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

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

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10. Prescriptions, referrals and medications

Prescriptions

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

A fee applies per prescription item, as set out on the Pricing and care page. Where annual vaccination prescriptions are included within a Wellness Assessment and planned follow‑up, this will be made clear in advance.

Medication supply and storage

Wellness Vet does not operate as a dispensing practice and does not hold or store medicines in stock. Medication is obtained through the client’s nominated pharmacy or supplier, following a prescription where required.

Where medication is needed as part of your dog’s care, Wellness Vet will explain options clearly, including how prescriptions are arranged and what to expect.

Referrals and redirection

Where referral or redirection is clinically appropriate, Wellness Vet can provide referral information and coordinate with other professionals where helpful.

Where referral work involves additional clinical administration beyond what is proportionate to the appointment, for example extended liaison, detailed reports, or significant record collation, any 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 handling and disposal requirements.

11. Coordination with other providers and freedom of choice

Clients may choose any provider for services and medicines at any time. Wellness Vet will cooperate in the transfer of relevant clinical information where appropriate and in line with professional guidance and data protection law.

Where needed, Wellness Vet may coordinate with the client’s primary veterinary practice so facility‑based needs and emergencies remain clearly managed.

12. Consent, records, and confidentiality

Wellness Vet explains options, likely benefits and risks, costs, and alternatives so that clients can give informed consent.

Wellness Vet keeps clear clinical records and stores information securely. Relevant information may be shared with other professionals involved in the dog’s care where appropriate and in line with professional guidance and data protection law.

Data protection and privacy information is set out on the Privacy Policy and Cookie Policy pages. 

13. Insurance support

Where appropriate, Wellness Vet can provide itemised invoices and complete the clinical sections of insurance claim forms. Wellness Vet invoices the client (not the insurer) and does not submit or manage insurance claims on the client’s behalf.

14. Cancellations, rearrangements, and service limitations

Payments, cancellations, rearrangements, and credits are handled under the separate policy linked below.

This includes circumstances where a service cannot be completed due to behavioural or environmental factors. Please read the Cancellations and Rearrangements Policy page.

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Statutory consumer rights remain unaffected.

15. Complaints

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

The process for raising a complaint is set out on the Complaints Policy page.

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Email: complaints@wellnessvet.co.uk

16. Changes to these Terms

Wellness Vet may update these Terms 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.

17. Website use and disclaimers

The wellnessvet.co.uk website is provided for general information about Wellness Vet services. While reasonable care is taken to keep information up to date, content may change and should not be treated as personalised veterinary advice.

Third‑party links

The website may include links to third‑party websites or services for convenience. Wellness Vet is not responsible for the content, policies, or practices of third‑party sites.

Testimonials and reviews

Testimonials and reviews reflect individual experiences and do not guarantee outcomes. They are provided for general information only.

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 reliance on website content where that reliance is unreasonable or where the content is general in nature.

18. Contact

For questions about these Terms:

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Email: info@wellnessvet.co.uk

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Privacy enquiries: data@wellnessvet.co.uk