TERMS AND CONDITIONS
The Mobile Veterinary Company Limited
Last updated: 29/05/2025
1. Introduction
These Terms and Conditions form the basis of the contract between you and The Mobile Veterinary Company Limited. By registering with us, requesting our services, or purchasing goods from us, you agree to be bound by the terms set out below.
2. Fees
All fees, including those for consultations, medications, diets, and consumables, are subject to VAT at the prevailing rate.
Fees are determined by the nature and duration of the service and the materials used.
A detailed invoice will be provided after each consultation, procedure, or transaction.
A list of commonly charged fees is available on our website: https://themobilevetcompany.co.uk.
We reserve the right to change our fees without prior notice.
3. Out-of-Hours Services
Out-of-hours fees apply when a veterinary surgeon is required outside normal hours: Monday to Friday, 09:00–17:00 (excluding bank holidays).
We may incur third-party costs on your behalf (e.g. external laboratory fees); these will be invoiced separately.
Instructions to treat an animal are deemed to be given by you or your authorised agent. We cannot accept instructions from anyone under the age of 18.
Clients are responsible for keeping their contact details up to date.
4. Payment Terms
Payment is due at the time of consultation or when collecting goods/medications.
We accept payment by cash, BACS/Faster Payments, and major credit/debit cards (excluding American Express).
Credit accounts are available only by prior written agreement.
5. Estimates
We can provide written estimates for treatments upon request. These are indicative only and not a fixed quote.
Estimates are subject to variation depending on the pet’s clinical needs. We will keep you informed of any significant changes to the expected cost.
6. Debt Recovery & Overdue Accounts
Accounts must be paid immediately unless otherwise agreed. If not paid within 14 days, a £15 administration fee will be added.
Additional reminders will incur a further £15 charge per notice.
If unpaid after further notice, accounts will be referred to a debt collection agency and/or solicitors.
You agree to pay all reasonable costs incurred in recovering the debt, including:
- A recovery fee equal to 20% of the outstanding balance.
- Legal costs on an indemnity basis.
- Court fees and administrative costs.
We reserve the right to suspend services and/or withhold further treatment until outstanding sums are paid in full.
Interest may be charged at 8% above the Bank of England base rate, as permitted under the Late Payment of Commercial Debts (Interest) Act 1998.
Returned or dishonoured payments (e.g. bounced cheques, counterfeit cash) will incur recovery of the original amount plus related costs.
7. Disputes
Any dispute regarding fees or services must be submitted in writing to the Practice Manager within 3 working days of receipt of the invoice.
Payment should still be made in full “without prejudice” to avoid overdue charges while the dispute is investigated.
8. Inability to Pay
If you are unable to pay your account, please contact us as soon as possible.
Instalments or part-payments may only be agreed in writing by the Practice Owner on a case-by-case basis.
9. New Clients
New clients must complete a registration form.
We require access to all relevant medical history from your previous veterinary practice before commencing treatment.
We are under no obligation to take on new clients. We may refuse our services should we consider you not to be a suitable fit for our company.
10. Insurance
We strongly recommend that all pets are insured for illness and accidents.
Please note: it is your responsibility to pay our fees in full and reclaim from your insurer, unless a direct claim has been agreed in advance.
11. Termination of Services
You may request us to cease treatment at any time.
We reserve the right to cease treatment if:
- You fail to follow our advice.
- You fail to settle your account.
- Legal or professional obligations prevent us from continuing care.
- You fail to show for an agreed appointment multiple times, or have last minute cancellations multiple times.
- You are rude or aggressive to any of our staff members. We have a zero tolerance for abuse from our clients.
Upon termination, you will be invoiced for all work already undertaken.
We reserve the right to withhold clinical records until all outstanding fees have been paid.
12. Prescriptions & Medications
You may request a written prescription for POM-V medications for a fee.
We can only prescribe medications for animals registered with our practice and examined by one of our veterinary surgeons.
Repeat prescriptions require a reassessment at least every six months.
Standard consultation and call-out fees will apply to re-examinations.
We ask for two full working days’ notice for repeat prescriptions.
All medications must be approved by a veterinary surgeon before being issued.
13. Complaints
If you are dissatisfied with any part of our service, please email or write to the Practice Manager.
We aim to acknowledge complaints within 5 working days and respond fully within 21 working days.
14. Client Records
All clinical and case records remain the property of The Mobile Veterinary Company Limited.
On request, we will provide a copy or summary of your pet’s clinical history to another veterinary surgeon if you transfer care.
15. Out-of-Hours Provider
We use an external 24-hour small animal hospital for emergency out-of-hours services:
Springfield Veterinary Group – Rotherham
39 Moorgate Road, Rotherham, S60 2AD
Tel: 01709 377241
16. Variations
These terms may be amended at any time. The latest version will be available on our website.
No variation will be valid unless agreed in writing and signed by the Practice Owner.
17. Governing Law
These terms are governed by English law and subject to the exclusive jurisdiction of the Courts of England and Wales.
If any part of these terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
These terms do not affect your statutory rights.
18. Data Protection
We process your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Your data may be used to:
- Provide veterinary services.
- Manage your account.
- Comply with legal or regulatory obligations.
You have the right to access or request changes to the data we hold about you.
The Data Controller is the Practice Manager. Please contact us if you have any concerns about how your data is handled.