Terms of Service
These terms of service (‘Agreement’) govern the provision of veterinary services by Paws at Home Vet Care (‘we’, ‘us’, or ‘our’) to clients (‘you’, or ‘your’) engaging our mobile veterinary service in the United Kingdom. By presenting your pet for treatment, you are hereby agreeing to comply with the terms outlined below:
1. Veterinary Services:
a. EJW Services Ltd, trading as Paws at Home Vet Care offers mobile veterinary services, including consultations, examinations, vaccinations, treatments and limited diagnostic procedures, within our service area of 12.5 miles from Colsterworth, NG33.
b. We strive to provide high-quality care for your pets; however, we do not guarantee outcomes, as results may vary based on individual circumstances.
c. We ask that all clients are dual registered with a ‘bricks and mortar’ veterinary practice so that, in the case of an emergency needing veterinary hospital care or treatment that we are not able to provide, it may be necessary to refer you to that veterinary hospital or to a specialised veterinary facility.
2. Appointment Booking and Cancellation:
a. Appointments can be scheduled via telephone, email, the ‘Contact Us’ form on our website, or by registering online and booking an appointment via your own individual portal (a valid mobile number is required for this provision). A deposit will be requested at the time of booking an appointment.
b. We ask that you give as much notice as possible should you need to cancel or amend an appointment. The deposit is non-refundable if you cancel your appointment less than 24 hours before your appointment time. We reserve the right to charge the appointment and travel fee if we have travelled to the appointment and you, or your pet, are not at your property. We understand that cats will occasionally disappear and we will use our discretion in these cases, however please help us by keeping your cat indoors the night before your appointment.
3. Payment Terms:
a. A deposit will be requested at the time of booking an appointment. An appointment will not proceed without this prior payment.
b. Payment for services is due at the time of the appointment. We accept debit/credit cards, or bank transfer.
c. Our fees for services are outlined in our ‘Pricing’ schedule on our website, which may be subject to change. Any additional costs, such as medications or treatments, will be discussed with you before implementation.
d. If payment is not received promptly, we reserve the right to charge late payment fees and suspend further services until outstanding payments are settled.
4. Hours of Operation:
a. Our regular business hours are Monday to Friday, from 08:30 to 19:00, and Saturdays from 08:30 to 12:00; routine appointments are available from 09:30 to 17:00 Monday to Friday. We offer limited appointments on Saturday mornings, subject to availability. If you have an emergency during our business hours please call directly. If we do not answer the phone, please leave a brief answerphone message and we will call you as soon as we can.
b. Out of hours services may be available at our discretion and additional fees apply. Please contact us for further information.
c. If you have an emergency outside our normal working hours, we have an agreement with Vets Now Peterborough, 32 Papyrus Road, Peterborough, PE4 5BH. Please call 01733 601514. You will be responsible for your own transportation to this appointment.
d. Should your pet require hospitalisation, a surgical operation, or further medical investigation, following an appointment during working hours, which is beyond the service Paws at Home Vet Care can offer due to being mobile, we will discuss with you and support organising a referral to one of our partner veterinary practices. Fees for this will be paid directly to the veterinary practice under their terms and conditions of which you will be responsible. You will be responsible for your own transportation.
5. Medications and Prescriptions:
a. If your pet requires a medication, we can either provide this to you directly, or provide a written prescription for you to buy this medication online. Written prescriptions are valid for up to 6 months, depending on the medication prescribed, and there will be a fee for this service following an appointment (as it is a RCVS requirement that we have examined your pet).
b. Occasionally we may need to dispense a medication that is not licensed for treatment in a particular species or for animals (for example prescribing dog licensed medications to cats, or human medications to cats and dogs) in order to provide the best care. We will discuss and ensure your consent for this ‘off license’ use and ensure you are made aware of risks or possible side effects.
6. Client Behaviour:
a. We expect all clients to treat our staff with respect and courtesy. Any form of harassment, aggression, or abusive behaviour will not be tolerated.
b. If we encounter a hostile or unsafe environment, we reserve the right to refuse services and terminate the client-veterinarian relationship.
c. You are responsible for ensuring the safety and control of your pets during consultations, examinations or treatments. If necessary, we may recommend the use of muzzles, sedation or other safety measures. We reserve the right to refuse services if we believe we cannot safely provide treatment to your animal.
7. Use of Photography:
a. We may occasionally request to take photographs or videos of your pet for documentation, educational, or promotional purposes.
b. We will seek your consent before capturing or using any such visual content. You retain the right to refuse or revoke permission at any time.
c. Any photographs or videos taken during our visits remain the property of Paws at Home Vet Care and may be used in print or digital media, including social media platforms, websites, or marketing materials.
8. Confidentiality and Data Protection:
a. We are committed to maintaining the confidentiality and security of your personal information in accordance with applicable data protection laws. Please refer to our ‘Privacy Policy’ for more details.
9. Limitation of Liability:
a. We strive to provide professional and competent care; however, we cannot be held liable for any unforeseen circumstances, complications, or adverse reactions arising from the services we provide.
b. Our liability is limited to the fees paid for the specific service in question.
10. Governing Law and Jurisdiction:
a. This Agreement is governed by the laws of England and Wales.