Terms of Service

Purpose of our home visiting service: PetVet2u provides a home visiting service solely for the purpose of providing palliative care and end-of-life advice and care for pets. We do not provide other pet veterinary services, including emergency services.

Payment policy: Payment is due prior to, or at the beginning of the visit, before any treatment is administered without exception. Payment methods accepted include:

• Cards (Debit and credit cards) noting that merchant fees may apply.

• Direct deposit into our bank account. If you choose this option the service cannot be provided until payment has been cleared into our bank account.

• Cash.

Please note that under no circumstances will payment instalments or cheques be accepted.

Appointments: Home visits are by appointment only via direct contact with us on the phone or through the online form on our contact page. Appointments are scheduled by agreement at the earliest possible time or as required for the circumstances. Appointments are not confirmed until we send you a text message or phone you to confirm the appointment time and the location of the appointment (your home address).

Standard appointments occur during business hours which are 9.00am to 5.00pm Monday to Friday and are of a duration of 30-60 minutes depending on the particular circumstances of the appointment.

Appointment rescheduling and cancellations by you: If you need to rescheduled or cancel your appointment, please give us fair notice (as soon as you are aware of the need to cancel). If you, or your pet, are not home when we arrive for the appointment, or you cancel once we are already on our way, we reserve the right to charge a cancellation/rescheduling fee.

Appointment rescheduling by us: If we have to reschedule the appointment we will only do so in extenuating circumstances as we don’t want your pet suffering. In the circumstance that we unavoidably need to reschedule or cancel, any payment that has been make by you will be promptly and fully refunded.

Circumstances where a home visit appointment will be declined by us: We reserve the right in certain circumstances to decline your request for an appointment. Circumstances include (but are not limited to):

• Treatment requests that are not within our scope of services offered.

• Emergency situations your pet is experiencing that are not related to end-of-life circumstances. In these cases you should contact your local regular or after hours clinic.

• Locations outside our defined visiting area.

• Safety concerns identified by the vet on arrival.

• Dangerous weather conditions.

In these circumstances when you wish to consult a vet you should contact your local regular or after hours clinic.

Ensuring a safe and calm environment for the appointment: In discussion with you prior to us attending your home for the appointment, we will seek information about the patient, other pets you might have and how they should be managed while we are attending to the end-of-life needs of the patient. We will also provide advice about what to do before we arrive. For example, it will be important that your pet is in the place you would like to farewell them. This is usually easy with dogs, but cats often disappear when someone unknown arrives at the house.

Client feedback: PetVet2u welcomes your feedback, both positive and negative. We have a commitment to continuous quality improvement and will take any complaints or negative feedback seriously. We have a commitment to respond to your feedback within 14 days. To provide feedback, please email info@petvet2u.co.uk.