1. Introduction

1.1 Petals Vets Ltd (trading as Petals Vets) (“Petals Vets,” “we,” “us,” or “our”) is a company registered in England and Wales. We are committed to providing the highest quality veterinary services.

1.2 By registering with one of our practices, you confirm that you understand and accept these terms and conditions (“Terms”). This will create a legally binding contract between you and Petals Vets for all goods and services provided to you, including veterinary care for your pet. If you purchase goods and/or services from us, you agree to be bound by this contract.

1.3 By registering with Petals Vets, you confirm that you are at least 16 years old.

1.4 Some aspects of the contract might not be relevant to you and we request you contact us for further explanation/clarification if required.

1.5 These Terms outline our general terms and conditions. Additional terms may apply to specific services, such as our pet healthcare plan. In such cases, the specific terms will also apply.

2. Consent

2.1 In accordance with the RCVS Code of Professional Conduct for Veterinary Surgeons, we will ask for signed consent for all procedures involving admission to the clinic, the use of medications in species for which they were not licensed, the use of medications in conditions for which they were not licensed, permission to euthanise your pet.

2.2 In exceptional circumstances, we may need to make clinical decisions in an emergency. We will take reasonable steps to contact you to obtain your prior consent, but you acknowledge and consent that we are authorised to take all such steps as the Veterinary Staff reasonably believe are necessary to promote the welfare of your animal and that you will be responsible for the costs incurred in taking such steps, whether or not your consent has been obtained. We will provide you with full details of the treatment provided as soon as is reasonably practicable.

3. Registration

3.1 Accurate records are essential to Petals Vets. We will periodically request confirmation of your registration and contact details. Please inform us of any changes to ensure our records are up-to-date and that you receive appointment and treatment reminders.

3.2 Upon registration with us we will request a copy of your pets medical history, this provides us with the most information possible to be able to provide care for your pet.

4. Data Protection

4.1 We may need to share your personal information with regulatory bodies for fraud prevention or legal compliance. If you have any concerns regarding the use of your personal data, please contact us.

4.2 We may use your contact details to provide information about products or services relevant to your pet’s welfare.

4.3 Further details about how we protect your data can be found in our privacy policy.

4.4 Please note that all of our calls both incoming and outgoing may be recorded for training and monitoring purposes.

5. Products and Prescriptions

5.1 You acknowledge and agree that all products (including medication) are only for domestic and private use. All products supplied by us should be used strictly in accordance with the instructions provided with them, or as directed verbally or in writing by our veterinary surgeon or another member of our staff who has supplied the product. 

5.2 If you have any questions or concerns regarding the proper use of any product, it is advisable to seek clarification from our veterinary surgeon or relevant clinical staff.

5.3 You can request written prescriptions from the practice, but please note that charges will be associated with prescriptions, including repeat prescriptions, and any assessments needed when re-evaluating your pet for a new or repeat prescription. The specific fees will be communicated by the practice. We can only provide a written prescription for animals under our care. We will charge to examine all ongoing medical conditions should the client wish to acquire a written prescription or not.

5.4 Please provide reasonable advance notice when requesting a repeat prescription. The fee for this service covers the professional time spent authorising medications, providing dosing advice, and maintaining accurate pharmacy records for your pet.

6. Return of unused medicines

6.1 We cannot offer a refund on any medicines which have left our premises as these are legally no longer deemed fit for sale as we cannot guarantee the conditions under which they were stored. 

6.2 We will accept unused medications for disposal, this is free of charge if the medication has been supplied by us.

7. Ownership of records

7.1 All medical records, including clinical notes, lab results, and radiographs, remain the property of Petals Vets. The fees you pay cover the interpretation of such records. When another veterinary practice takes over the care of your pet, we will provide a summary of their medical history.

8. Referrals and Second Opinions

8.1 If your veterinarian suggests that your pet should be seen at a referral centre or another veterinary practice, or if you decide to seek a second opinion, we require your consent to pass on your pet's clinical records. 

9. Out of Hours Emergency Services

9.1 We have arrangements with a third-party provider for emergency care outside of normal hours.

9.2 If your pet receives care from a third-party provider, the fees for those services must be paid directly to the provider.

9.3 If your pet needs to be transported to an out-of-hours provider for overnight care, you will be responsible for arranging and paying for the transportation, unless otherwise agreed with Petals Vets.

10. Reminders  

10.1 Petals Vets will make efforts to send reminders and advice to help you manage your pet’s health care. However, it is ultimately your responsibility to ensure that your pet’s healthcare is consistently maintained. This includes scheduling necessary health checks and appointments. We are not liable for any loss caused by missed reminders or delays in receiving them.

10.2 Reminders are a free service, and Petals Vets is not liable for any consequences resulting from failure to receive or act on these reminders.

11. Estimates 

11.1 We will provide transparent cost estimates for treatments and services and will obtain your approval before proceeding with treatment.

11.2 In emergency situations, we may administer necessary services without obtaining prior consent on cost or treatment plan, based on the professional judgement of our veterinary staff.

11.3 Estimates may change depending on your pet’s condition. We will keep you informed of any changes as quickly as possible and discuss updated treatment plans and costs.

12. Fees

12.1 The fees for our services, including medications and advice, are subject to VAT at the applicable rate. Fees are based on the time and complexity of the case, along with the cost of medicines, materials, and consumables. We provide detailed breakdowns of our fees.

12.2 You are responsible for all fees related to your pet’s care, even if someone else, such as a family member, brings your pet to Petals Vets.

13. Methods of payment 

13.1 Payment for services is due at the time of consultation, treatment, or when you collect medication and products. Payments can be made by credit or debit card, or via a payment link. In some cases, a deposit may be requested, especially for procedures or hospitalisations.

14. Unsettled accounts

14.1 If you are unable to settle your account we ask that you discuss the matter as soon as possible with a member of staff. We do not offer payment plans as payment for treatment is expected at the time.

14.2 Any account not settled within 7 days will be sent a reminder. Should the account remain outstanding, we reserve the right to refer any unsettled accounts to our debt collecting agency, unless otherwise agreed. Should the account remain outstanding, we reserve the right to de-register the client and their pets. Any further costs incurred in collecting the debt will be added to the balance.

14.3 Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered and found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs.

15. Pet Health Insurance 

15.1 We strongly encourage insuring your animal against unexpected illness or accidents. For some insurers and in some instances we may be able to submit claims directly to your insurer and in many instances you will have to deal with your insurers directly. 

15.2 It's important to note that unless we make written arrangements stating otherwise, you are responsible for paying your veterinary bills and then seeking reimbursement from your insurance company. We will complete their portion of the insurance claim promptly assuming we have all the relevant information to do so. We will not charge to complete insurance forms whereby the client has settled their account and is reclaiming fees from the insurance company.

15.3 We may facilitate payment directly from some, but not all insurance companies. We are under no obligation to process direct claims. Direct claims are subject to approval by practice directors.

15.4 Because direct insurance claims involve significantly more administration as well as a delay in payment to the practice (sometimes several months), we charge an administration fee when payment is being made directly from an insurance company. This fee will apply once per condition claimed per calendar year.

15.5 Should we agree to accept payment directly from an insurance provider, clients are expected to provide us with all the relevant documents to enable us to do this within 7 days of incurring the charges. Should these documents not be provided within 7 days after request, we reserve the right to withdraw the offer of payment directly from the insurance provider and the client will be invoiced for the outstanding amount.

15.6 Where we are dealing directly with your insurer, please be aware that it remains your responsibility to settle your account within thirty days, if we have not received payment from your insurance company.

15.7 Your insurer may also require you to pay an excess fee and in some cases may not cover a particular line of treatment.

16. Client Conduct

16.1 Petals Vets expects respectful conduct from clients and staff alike. Clients should not engage in any inappropriate or abusive behaviour towards our team.

16.2 Inappropriate conduct includes swearing, aggressive, or abusive language, and defamation on social media without drawing our attention to concern.

16.3 Should such instances occur, we reserve the right to de-register the client and their pets.

17. Home Visits

17.1 Home visits are available if booked in advance and incur additional charges. We are under no obligation to provide home visits but will always endeavour to meet the needs of our clients. In an emergency it is usually in the best interests of your pet to be seen at a surgery where facilities and a full range of treatment options are available. 

18. Liability and Disclaimers

18.1 We will not be liable if you use products other than in accordance with their instructions or as directed by our veterinary surgeons or relevant clinical staff at the practice. 

18.2 In no event will we be liable for any indirect or consequential loss. We are also not responsible for any losses resulting from you failing to act in accordance with the instructions of us or our veterinary surgeons or relevant clinical staff at the practice. 

18.3 Subject to the above exceptions, in no event will our liability to you in connection with our products or services exceed: (a) if the supply of the products or services giving rise to the claim are covered by our public liability or professional indemnity insurance, the limit of that insurance for each claim or series of connected claims; and (b) if the supply of those goods or services are not covered by our public liability or professional indemnity insurance, the value of the total fees paid or payable by you for the products or services to which the claim relates.

19. Other

19.1 These Terms for a contract directly between Petals Vets and the client. No other person has any rights to enforce any of its terms.

19.2 These Terms and the documents referred to within them, which are incorporated by reference, form the entire agreement between you and us with respect to the products and services. 

19.3 The failure by us to exercise or enforce any right or provision of these Terms will not be considered a waiver of such right or provision.

19.4 We will not be liable under these Terms for any failure or delay in the performance of our obligations due to causes beyond our reasonable control, including, without limitation, earthquake, flood, or other natural disaster, fire or explosion, act of God or unusually severe weather, labour controversy, civil disturbance, terrorism, war (whether or not officially declared), pandemic or epidemic (including Covid-19) and any connected measures, actions or restrictions, or the inability to obtain sufficient supplies, transportation, or other essential commodity or service required in the conduct of its business, internet or other system or network outages, or any change in or the adoption of any law, regulation, judgement or decree. 

19.5 In the event there is a conflict between these Terms and any additional terms that we agree in writing with you, these Terms will control.