Vet in the City - Terms and Conditions
1. Introduction
London Animal Care Limited, trading as Vet in the City (“The Company”, “Vet in the City”, “we”, “us” or “our”) subject to these terms and conditions.
We are registered in England and Wales under number 7614145. Our registered office is at 375-377 Roman Road, E35QR, London, UK.
At Vet in the City we are wholeheartedly dedicated to the health and happiness of your beloved pet patients and their
owners. We aim to provide community-centred, personalized care that is straightforward and
convenient.
These Terms and Conditions (“Terms”) outline the services we provide and the
responsibilities of both our practice and clients. We encourage you to review them carefully.
If you have any questions or require clarification, our friendly team is always here to help, so please feel free to contact us.
2. Our Services
2.1 At Vet in the City, we offer a wide range of veterinary services including, but not limited
to:
-
Routine health checks and vaccinations
-
Diagnostic testing and laboratory services
-
Surgical procedures
-
Emergency and critical care
-
Prescription medications
-
Pet dental care and nutrition advice
3. Opening Hours
3.1 Our standard opening hours are listed on our website and are subject to change. We
encourage you to check for the most up-to-date information.
3.2 Emergency treatment during office hours may incur an additional fee, which will be
communicated at the time of service.
3.3 For emergencies outside of our normal opening hours, Veteris 24hr animal Hospital
and Urgent care Shoreditch manages out-of-hours care. Full details and contact
information for Veteris are available on our website. If needed, treatment can continue
with us once we reopen.
4. Emergency Services
4.1 Emergency Care during Office Hours: For emergencies that arise during our normal
working hours, please contact us immediately, and we will make every effort to prioritize
your animal’s care.
4.2 Emergency Care Outside Office Hours: If you require emergency veterinary care
outside of our normal office hours, we refer you to Veteris 24hr animal Hospital and
Urgent care Shoreditch. Please contact them directly at 020 3808 0100 or 51 Hoxton
Square, London N1 6PB.
4.3 You will be responsible for all fees related to emergency care provided by Veteris, and
payment must be made directly to them at the time of service
5. Fees
5.1 All fees are subject to VAT at the current rate.
5.2 Upon request, we can provide written estimates for the cost of treatment, which will be
valid for one month, unless otherwise specified. Please note that estimates involving
time-sensitive promotions or special offers are only valid during the designated offer
period. All estimates are approximate and may vary as the treatment path for each pet
may not always follow a predictable course.
Payment Terms:
-
Payment for Services: All services must be paid for at the time of the consultatio or treatment, unless otherwise agreed upon in writing.
-
Accepted Payment Methods: via credit/debit card (Maestro, Visa, Mastercard, Delta; American Express and Diners Club), or in some cases, cash at the discretionof the practice.
-
Outstanding Balances: Any unpaid balance without prior arrangement will incur a debt management charge of 20% of the outstanding amount or £25 (whichever is higher) after 28 days.
-
Continued non-payment will result in your account being referred to a debt recover agency, which may apply additional charges plus statutory interest. Further details are available upon request.
-
Refund Policy: We will consider refunds only in cases where the service was not provided as agreed or if there has been a billing error. Refunds will be issued at the discretion of Vet in the City
6. Insurance
6.1 We strongly recommend that you have pet insurance to cover the cost of veterinary
treatment. It is your responsibility to ensure that you have insurance coverage for your
animal(s).
6.2 If your pet insurance covers the cost of treatment, you must pay the full amount to Vet in
the City at the time of service. You may then seek reimbursement from your insurer
according to the terms of your policy.
6.3 A Direct claim from the insurance can be arranged directly with the practice under certain
circumstances. To initiate a direct claim, we would require a pre authorisation from the
insurance company where applicable, a completed claim form, proof of insurance
(including exclusions and policy excess). The policy excess, and a direct claim
administration fee must all be paid in full at the time of the claim.
6.4 We aim to process correctly completed insurance forms within one week (Monday to
Friday) of receipt.
7. Complaints and Standards
7.1 While we strive for excellence, if you are dissatisfied with any aspect of our service,
please direct your written complaint to reception@vetinthecity.com. We will
investigate the matter and aim to resolve it promptly.
7.2 If you are dissatisfied with the outcome, you may escalate the issue to the Royal
College of Veterinary Surgeons (RCVS) or other appropriate regulatory bodies
8. Client Responsibilities
8.1 Accurate Information: You are responsible for providing accurate information regarding
your animal’s health history, symptoms, medications, and previous treatments. This
ensures that we can provide the most appropriate care.
8.2 Follow-Up Care: It is your responsibility to follow any advice given by our veterinary
professionals regarding aftercare, including medication schedules, dietary
recommendations, and follow-up appointments.
8.3 Care and Welfare: You must ensure the welfare of your animal before and after
treatment. If you are unable to comply with our instructions, we cannot be held liable for
any resulting complications.
8.4 Emergency Referrals: In the event of an emergency outside our opening hours, you
are responsible for contacting our out of Hours Veteris 24hr animal Hospital and
Urgent care Shoreditch for out-of-hours care.
9. Confidentiality
9.1 We treat all information about our clients and their pets with the utmost confidentiality, in
accordance with the Data Protection Act 2018.
9.2 We may disclose information under the following circumstances:
-
A confirmed request from you, the client
-
A request from another Veterinary Surgeon for continued care
-
Legal obligations requiring us to disclose information
-
As part of a legal process involving the court or our agents
-
When outsourced services are utilized for treatment, vaccinations, or communication
purposes -
At the request of your insurance company
10. Ownership of Records
10.1 Case records and similar documents remain the property of Vet in the City. If you
request it, a summary or copy of your pet's clinical history can be provided to another
veterinary surgeon taking over your pet's care or to your insurance company.
10.2 Ownership of X-rays and Other Records: Any investigations performed, such as
x-rays, blood tests, and ultrasound scans, are the property of Vet in the City, though
you will be charged for conducting and interpreting these investigations.
11. Patient Photographs and Names
11.1 We take pride in showcasing our care for our wonderful pet patients. With your consent,
we may use photographs and names of your pet for educational and marketing
purposes, including on social media.
11.2 If you do not wish for your pet's photograph or name to be used, please notify us, and
we will ensure that this preference is respected. We will never use any part of your own
name for these purposes.
12. Video and Audio Recording
12.1 Video and audio recordings may be made in the practice for training, security,
and quality control purposes. This may include inbound and outbound phone calls.
13. Prescriptions
13.1 We maintain a supply of commonly used medications for pets. These can either be
dispensed directly by our veterinary staff or a written prescription can be provided for
your pet to receive treatment from another veterinary surgeon or pharmacist.
13.2 Some medications can only be prescribed by Vet in the City veterinarians for
animals under their care. Animals with stable chronic conditions typically require a
check-up every 3 to 6 months depending on the vet’s discretion. More frequent checks
may be required for pets with unstable conditions.
13.3 There is a nominal fee for issuing prescriptions, and we are happy to provide pricing
information for any medications dispensed or prescribed.
14. Communicating With You
14.1 Occasionally, we may use your contact information to send you emails, texts,
letters, or other communications to keep you informed about our services or local pet
health issues. If you no longer wish to receive these communications, please let a
member of our team know.
14.2 Applicable laws require that some of the information or communications we send to you should be in writing. When using our service, you accept that communication with us will be mainly delivered electronically through email, in-app messaging or both. We might contact you occasionally to provide you with information and updates to our service. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information, and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
15. Unlicensed Medications
15.1 In certain cases, our veterinarians may prescribe medications for your pet that are
"off-labe" (i.e., outside of their standard use), medications imported under a Special Import or Treatment Certificate, or unauthorized medications.
15.2 By accepting treatment, you acknowledge that there may be associated risks and
side effects with such medications.
16. Changes to Terms and Conditions
16.1 Vet in the City reserves the right to update or amend these Terms at any time. Any
changes will be published on our website and communicated directly to you.\
17. Governing Law
17.1 These Terms and Conditions are governed by the laws of the United Kingdom, and any
disputes will be subject to the jurisdiction of the UK courts
18. Force Majeure
We will not be liable to you for any lack of performance, or the unavailability or failure of this website or our services, or for any failure by us to comply with these Terms and Conditions, where such lack, unavailability or failure arises from any cause reasonably beyond our control.
19. Intellectual Property
The content of the website, including graphics, data, information, text, images, design, logos, links, software and source code are protected by copyright, trademarks, database and other intellectual property rights. All rights, including copyright, in the content of the pages of the website are owned and controlled by us. You may retrieve and display the content of the website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy, broadcast, download, store (in any medium), show, play in public, adapt, change in any way or distribute or use for commercial purposes any of the materials or content on the website without our prior written permission.
If you post comments on the Products or Services to any website, blog or social media network (Commentary) you must ensure that such Commentary represents your fairly-held opinions. By subscribing to the Services you irrevocably authorise us to quote from your Commentary on our site and in any advertising or social media outlets which we may create or contribute to.
20. External Links
External links may be provided for your convenience, but they are beyond our control and no representation is made as to their content. Use or reliance on any external links and the content provided thereon is at your own risk. When visiting external links, you must refer to that external website’s terms and conditions of use. No hypertext links shall be created from any website controlled by you or otherwise to this website without our express prior written permission. Please contact us if you would like to link to this website or would like to request a link to your website.
21. Environment
As a business we are aware of the environmental demands of modern day life and as such have instigated a number of green initiatives, including reducing the amount of paper we use.
22. Governing Law
Your use of this website is governed by these Terms and Conditions and construed and enforced in accordance with the laws of England and Wales. Disputes arising from your use of this website and the services we provide are subject to the non-exclusive jurisdiction of the courts of England and Wales.