Terms and Conditions Governing Holistic Vet Nurse Consultations
Please read the following terms and conditions carefully, as they govern the booking and use of consultations provided by Holistic Vet Nurse (“We,” “Us,” or “Our”) by you (“Client,” “You,” or “Your”).
1. Booking and Arrival
• Arrival and Preparation: Clients must arrive 10 minutes before the scheduled consultation time. Ensure your pet has had the opportunity to empty their bowel and bladder before the consultant’s arrival.
• Leash Policy: All dogs must remain on a leash at all times upon entering the premises, including the garden and all communal areas. This policy is mandatory and must be strictly adhered to.
• Dog Interactions: Keep your dog on a short lead when passing other dogs or clients, no matter how friendly your dog is. Only allow greetings with other dogs with the owner’s consent, as many dogs may be visiting for rehabilitation, pain management, illnesses or anxiety reasons and should not be around other dogs for their own safety.
• One-Pet Policy and Vehicle Safety: Only the pet being treated should be brought to the consultation. Animals should not be left unattended in parked vehicles.
2. Consultation Details
• Consultation Length: The length of each consultation will depend on the pet’s age, breed, fitness level, health condition, and other factors. Session times may vary from a few minutes to a maximum of 50 minutes of actual treatment.
• Condition Monitoring During Treatment Courses: If you have scheduled a course of consultations, you must notify us if your pet’s condition worsens, allowing us to adjust future treatments accordingly.
3. Late Arrival and Cancellation
• Late Arrival: If you arrive up to 10 minutes late, your pet’s session time may be reduced accordingly. Arrival more than 10 minutes late may result in the inability to accommodate your consultation, and the full consultation charge will still apply.
• Cancellation and Refund Policy: We require 48 hours’ notice for cancellations to qualify for a refund. Cancellations made within 48 hours of the scheduled consultation time will incur the full consultation charge.
• Cancellation Due to Pet Behaviour: We reserve the right to cancel or terminate services if the behaviour of the pet poses a threat to the safety or well-being of our staff. In such cases, payment for services rendered up to that point will be retained, along with a portion of any prepaid amount to cover associated costs.
• Cancellation by Holistic Vet Nurse: We reserve the right to cancel or reschedule consultations due to unforeseen circumstances, including but not limited to power failures, maintenance, or illness. We will notify you as promptly as possible, and you will be entitled to a full refund for any affected appointments.
4. Payment Terms
• Payment Terms: All consultations must be paid in full prior to the commencement of services.
• Deposit: A deposit is required to secure your consultation booking. All deposits are non-refundable.
• Prepaid Packages and Gift Cards - Non-Refundable: All prepaid packages, including packages and gift cards, are non-refundable. By purchasing a package, you acknowledge that the entire payment is final and cannot be refunded under any circumstances. Packages must be redeemed within six months of purchase and may only be used for pets within the same household.
5. Safety and Behavioural Policies
• Safety and Behavioural Cancellations: We reserve the right to terminate any remaining appointments within the package if continuing services poses a risk due to the pet’s behaviour. No refunds will be issued for remaining sessions. Clients are responsible for disclosing any behavioural issues in advance. Should an injury or incident occur due to unmanaged behaviour, the client will be liable for any associated costs, including medical expenses and damages.
• Handling and Behavioural Disclosure: You are required to inform the therapist of any handling issues or preferences your pet may have to help safeguard our staff and your pet.
• Client Responsibility for Pet Behaviour: The Client agrees to disclose any known behavioural issues, aggressive tendencies, or previous biting incidents involving their pet prior to scheduling services. The Client is liable for any harm, injury, or damage caused by their pet to our staff, including but not limited to medical expenses, lost income, or other damages resulting from injury.
6. Health and Hygiene Policies
• Veterinary Referral and Consent: It is the Client’s responsibility to obtain a completed Holistic Vet Nurse Veterinary Referral/Consent Form, signed by your veterinarian, prior to your pet undergoing any treatment. We may request this form to ensure the safety and suitability of treatments based on the pet’s health status.
• Updates on Veterinary Status and Medications: You must inform us of any changes to your pet’s veterinary status, condition, or medications since completing the Holistic Vet Nurse Vet Intake Form. This information is essential for booking consultations and ensuring your pet’s safety.
• Undiagnosed Conditions: Clients acknowledge that if their pet has any undiagnosed conditions not detected by their veterinarian, treatments may exacerbate these conditions.
• Contagious Conditions: Animals exhibiting infectious or contagious conditions—including but not limited to ear, eye, or skin infections, gastrointestinal issues, kennel cough, or bitches in season—are not permitted to attend consultations. Please contact us at least 48 hours prior to your appointment if you suspect your pet may have a contagious condition. The standard cancellation policy will apply if sufficient notice is not provided.
• Hygiene Requirements: Please ensure your pet is clean and free from mud and grime before attending consultations. We reserve the right to refuse treatment if hygiene standards are not met. Costs for cleaning and repair of damage to the property will be the client’s responsibility.
7. Online Consultation Policies
• Online Consultation: We are not responsible for connectivity, internet, or technical issues during online consultations, and no refunds will be issued due to such issues.
• Online Consultation Timing: The online consultation room will be locked 10 minutes after the scheduled start time. Please ensure you arrive on time.
8. Media and Conduct Policies
• Media Consent: If you do not wish for photos or video footage of your pet to be used on our social media channels, please notify a member of staff at the time of your consultation.
• Conduct Expectations: We have a zero-tolerance policy for rude or intimidating behaviour. We reserve the right to refuse treatment and request that you leave the premises in such cases.
9. Liability Disclaimer
• Liability Disclaimer: We shall not be liable for any injury or damage, howsoever caused, to your pet during a consultation, including but not limited to claims arising from any pre-existing or undetected condition of your pet, except where such injury or damage arises as a result of our negligence.
10. Changes and Governing Law
• Changes to Terms and Conditions: We reserve the right to modify or update these terms and conditions at any time. Any changes will be communicated to Clients as appropriate.
• Governing Law and Jurisdiction: These terms and conditions are governed by the laws of England. Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the English courts.
Applicability
These terms and conditions apply to all forms of consultations provided by Holistic Vet Nurse, including in-home visits, online consultations, and other potential service locations.