Effective date: 01/03/25

Vetalis provides flexible and convenient home veterinary care, including 24/7 emergency support. To help us deliver the best possible service, please read our booking policy carefully.

• Appointments can be booked in advance via phone, email, or online form.
• Same-day appointments are subject to availability and may incur an emergency surcharge in addition to the standard consultation and call-out fee.
• Appointment times are approximate. As a mobile service, travel and traffic conditions may occasionally affect arrival times. You will be informed if delays occur.

• Cancellations or rescheduling requests should be made with at least 24 hours’ notice.
• Cancellations with less than 24 hours’ notice may still incur the full call-out fee, as time and travel may already have been allocated.
• Missed appointments (no-shows) will be charged at the full consultation fee.

• All visits include a call-out fee, in addition to consultation and treatment charges.
• Same-day and emergency appointments (including out-of-hours) carry an emergency surcharge.
• Deposits may be required for certain services (e.g. surgical procedures or extended visits).
• Payment is due at the time of the appointment. We accept card, cash, bank transfer.

• Vetalis operates across Milton Keynes and surrounding areas (~10-15 mile radius).
• Clients must ensure safe and reasonable access to their property for the vet and equipment.
• Pets should be safely contained (cats indoors, dogs on a lead, etc.) prior to the vet’s arrival.

• Vetalis operates a 24/7 emergency service. Please note: emergency visits are charged at higher rates due to out-of-hours care and immediate response requirements.
• While we aim to respond as quickly as possible, emergency arrival times depend on availability, distance, and current caseload.
• If we are unable to reach you in a life-threatening situation, we will direct you to the nearest emergency veterinary hospital.

We may refuse or discontinue service if:

• Safe access to the property or pet cannot be ensured
• The client is abusive, threatening, or uncooperative
• Payment terms are not met
• 
  

For bookings, cancellations, or emergencies, please contact us:

📧 office@vetalis.co.uk
📞 +44 07508308307

Effective date: 01/03/2025

Vetalis (“we”, “our”, “us”) is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, store, and protect your personal information in compliance with the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018, and other applicable laws.

We may collect and process the following categories of personal data:

• Client information: name, address, telephone number, email address
• Pet information: name, species, breed, age, medical history, treatment records
• Financial information: payment details (processed securely via our third-party payment providers)
• Communications: emails, messages, and notes relating to your pet’s care and our services
• Technical information: IP address, browser type, and usage data when you visit our website (via cookies and analytics tools)
• 
  

We process personal data only where there is a lawful basis under the UK GDPR, including performance of a contract, compliance with legal obligations, legitimate interests, or your consent. Specifically, we use your data to:

• Provide veterinary services and manage appointments
• Maintain accurate medical records for your pet
• Process payments and manage accounts
• Communicate with you about your pet’s treatment, reminders, and health plans
• Refer cases to laboratories, referral hospitals, or specialist providers where necessary
• Comply with legal, professional, and regulatory requirements

We do not sell or rent your information. We may share personal data with:

• Veterinary laboratories, referral clinics, and other third parties directly involved in your pet’s care
• IT service providers, practice management systems, and payment processors that enable us to deliver our services
• Regulatory bodies (e.g. RCVS) or authorities if legally required
• Our insurers, professional advisers, or legal representatives where necessary

All third parties are required to maintain appropriate security and confidentiality and process your data only as instructed.

We retain personal and medical records for as long as reasonably necessary to fulfil the purposes set out in this policy, and in accordance with legal and regulatory requirements. Typically, veterinary medical records are retained for at least 7 years after the last entry.

We implement appropriate technical and organisational measures to safeguard personal data against accidental loss, unauthorised access, alteration, or disclosure. Access to your data is limited to employees and service providers who have a business need to know.

Under UK GDPR, you have the following rights regarding your personal data:

• Right of access – to request a copy of the personal data we hold about you
• Right to rectification – to have inaccurate or incomplete data corrected
• Right to erasure – to request deletion of your personal data, where lawful to do so
• Right to restrict processing – to request limited use of your data in certain circumstances
• Right to data portability – to request transfer of your data to another provider
• Right to object – to object to processing where we rely on legitimate interests
• Right to withdraw consent – where processing is based on consent (e.g. marketing communications)

To exercise your rights, please contact us using the details in Section 9.

Our website may use cookies and analytics tools to improve user experience and monitor website traffic. You can control cookies through your browser settings. For more information, please refer to our [Cookie Policy] (if separate).

We do not routinely transfer personal data outside the UK. If a transfer becomes necessary, we will ensure appropriate safeguards are in place as required by UK GDPR.

If you have any questions about this Privacy Policy or wish to exercise your rights, please contact us:

Vetalis
📧 Email: office@vetalis.co.uk
📞 Phone: +44 07508308307
📍Correspondence Address: 35 Perivale, Monkton Park, Milton Keynes, MK10 9PE

If you are unhappy with how we handle your data, please contact us first so we can resolve the matter. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO):

Information Commissioner’s Office (ICO)
Website: https://ico.org.uk
Helpline: 0303 123 1113

We may update this Privacy Policy from time to time. Any changes will be posted on our website with the updated effective date.