Terms & Conditions

Legal Entity: VET ER LTD
Company Number: 16807385
RCVS Number: 7711621
Email: info@vet-er.co.uk

Last updated: January 2026

These Terms and Conditions apply to all services provided by Vet ER PETmedics Mobile Veterinary Services ("Vet ER PETmedics", "we", "us", or "our"). They apply to services booked online, by telephone, and to both digital and printed versions of this document. Where there is any inconsistency, the most recent version published on our website shall prevail.

We recognise that contacting an emergency veterinary service is often distressing. Our aim is to deliver clinically appropriate, timely, and compassionate care while setting out clear expectations to protect both your pet’s welfare and the safety of our team.

1. Acceptance of These Terms

1.1 By requesting, booking, or accepting any service from Vet ER PETmedics, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions. These terms form the contract between you (the pet owner or authorised agent) and Vet ER PETmedics.

1.2 Acceptance of a booking, telephone triage, or attendance at your location constitutes acceptance of these Terms, regardless of whether a written or electronic signature is obtained.

1.3 We reserve the right to decline or discontinue services where we believe that safe, ethical, or clinically appropriate care cannot be provided, or where circumstances fall outside the scope of our mobile service. Where possible, we will recommend alternative veterinary providers.

2. Nature of Our Services

2.1 Mobile Emergency and Urgent Care

Vet ER PETmedics provides mobile emergency and urgent veterinary care within South West London, Surrey, Kent and surrounding areas, including but not limited to Merton, Sutton, Croydon, Kingston, and nearby locations. Attendance is subject to availability, location, traffic, weather conditions, staffing, and clinical prioritisation.

2.2 Limited Hours of Operation

Our services operate during limited hours only and are not a continuous 24-hour service unless explicitly confirmed at the time of booking. Outside of our operating hours, you are responsible for seeking alternative emergency veterinary care. We strongly advise all pet owners to know the location of their nearest 24-hour veterinary hospital. The OOH service we collaborate with is Vets Now Sutton in North Cheam. Their separate fees apply. With daytime requests that we are unable to attend, please refer back to your regular daytime vets.

2.3 Telephone Triage

We offer telephone triage to assess urgency and advise on the most appropriate next steps. Telephone triage is not a diagnosis and cannot replace a physical examination. Advice is based solely on the information you provide and may be limited by its accuracy or completeness.

2.4 Hospital Transfer and Referral
Where clinically indicated, we may recommend referral or transfer to a veterinary hospital for advanced diagnostics, surgery, hospitalisation, or continuous monitoring. We may assist with arranging transfer; however, services provided by third parties are outside our control and are charged separately.

2.5 Limitations of Mobile Veterinary Care

Mobile veterinary services have inherent limitations. Certain diagnostics, imaging, surgical procedures, and prolonged or intensive monitoring cannot be provided safely in a home environment. Where we believe your pet requires facilities beyond those available during a mobile visit, referral to a hospital setting may be necessary.

2.6 Professional Standards

All veterinary surgeons and nurses are registered with the Royal College of Veterinary Surgeons (RCVS) and practise in accordance with RCVS codes of conduct, professional guidance, and applicable veterinary legislation.

3. Consent and Emergency Treatment

3.1 We will normally discuss findings, options, and costs with you before treatment. Written or electronic consent may be required for procedures, sedation, or euthanasia where applicable.

3.2 In emergency situations, where delay would compromise your pet’s welfare and it is not reasonably practicable to obtain consent, you expressly authorise us to provide such emergency treatment as we deem immediately necessary in your pet’s best clinical interests.

4. Fees, Charges, and Payment

4.1 Daytime Fees (08:30–16:30)

Call-out fee: £100

Consultation fee: £60

4.2 Out-of-Hours and Enhanced Service Charges
An additional £100 surcharge applies for services provided:

Between 18:00 and 00:00

On weekends

On bank holidays

4.3 Geographical Surcharges
Attendance outside our standard service area will incur an additional mileage-based surcharge, which will be explained at the time of booking.

4.4 Estimates and Variable Costs
We will aim to provide cost estimates wherever reasonably possible. Veterinary emergencies are unpredictable, and additional diagnostics, treatments, or medications may be required without prior notice to prevent suffering, deterioration, or death. You remain responsible for all fees incurred.

4.5 Payment Terms
Part payment is due at the time of arrangement of the home visit- the call out fee and the consultation fee will be collected prior to the visit and is non-refundable should the vet attend but the patient is not present or has passed away.

The rest of the payment is due following the end of the visit unless otherwise agreed. We reserve the right to request payment in advance or decline further services if payment is not received.

4.6 Unsuccessful or Incomplete Consultations
If a consultation cannot proceed due to factors including but not limited to pet behaviour, inaccessibility, escape, unsafe handling conditions, or owner refusal of recommended safety measures, call-out and consultation fees remain payable in full.

5. Animal Handling, Safety, and Behaviour

5.1 Your pet’s safety and the safety of our team are paramount. If your pet is aggressive, highly anxious, fractious, or otherwise unsafe to handle, we may recommend sedation, restraint, or referral to a hospital setting.

5.2 If sedation or appropriate restraint is declined and safe handling is not possible; we reserve the right to discontinue the consultation. Fees incurred remain payable in full.

5.3 Owners will be required to assist with lifting, positioning, containment, handling and restraint as needed. Due to size, weight, or safety considerations, treatment or transport within a mobile setting may not always be possible.

6. Risks, Outcomes, and Liability

6.1 Veterinary treatment carries inherent risks, particularly in emergency situations, critically ill patients, and during sedation or anaesthesia. Outcomes cannot be guaranteed, and deterioration or death may occur despite appropriate and timely care.

6.2 Certain breeds, including brachycephalic breeds, carry increased anaesthetic and sedation risks. These risks will be discussed where relevant, and by proceeding with treatment you acknowledge and accept these inherent risks.

6.3 We shall not be liable for indirect, consequential, or unforeseeable losses, nor for delays or failures caused by circumstances beyond our reasonable control, including severe weather, traffic conditions, equipment failure, staff availability, or access limitations.

7. End-of-Life Care and Cremation

7.1 We understand that end-of-life decisions are deeply emotional. Where euthanasia is recommended or requested, care will be provided with dignity, compassion, and respect.

7.2 Cremation Services
We work with a range of independent crematorium providers to help meet individual wishes and needs. Options, timelines, and costs vary depending on the provider. Please enquire further so we can discuss appropriate arrangements. Cremation services are provided by third parties and remain outside of our direct control.

Part of the homegoodbye aftercare service, is done by an independent transport service to collect and drop off patients respectfully at the crematorium of your choice.

Following this you have the option of a home delivery of ashes or a postal delivery of the ashes.

We have no liability for issues arising and that cremations are third party, where you have the freedom to choose your own third party provider.

8. Complaints and Feedback

8.1 We are committed to delivering high standards of care and welcome feedback. If you have concerns, please raise them with us as soon as possible so we may address them promptly.

8.2 Formal complaints should be submitted in writing, including relevant details of the incident. We will acknowledge complaints and investigate them fairly and transparently.

9. Data Protection and Records

9.1 We handle personal data and clinical records in accordance with applicable data protection legislation. Medical records remain the property of the practice but may be shared with your regular veterinary surgeon or referral centre for continuity of care unless you request otherwise.

10. Late Payment and Debt Recovery

10.1 All fees are due at the time services are provided unless otherwise expressly agreed in writing. Failure to make payment when due constitutes a breach of these Terms.

10.2 We reserve the right to charge statutory interest on overdue amounts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, or any successor legislation, at a rate of 8% above the Bank of England base rate, calculated from the due date until payment is received in full.

10.3 We may charge reasonable administrative fees for the recovery of overdue debts, including but not limited to costs associated with reminders, correspondence, and payment processing.

10.4 If payment remains outstanding, we reserve the right to instruct a third-party debt collection agency or pursue legal recovery. You agree to be responsible for all reasonable costs incurred in the recovery of unpaid fees, including legal fees, court costs, and enforcement expenses where permitted by law.

10.5 We reserve the right to withhold future services until all outstanding balances have been settled in full.

11. Amendments and Governing Law

11.1 We may update these Terms and Conditions from time to time to reflect changes in legal requirements, regulatory guidance, or service delivery. The most current version published on our website shall apply.

11.2 These Terms are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.