Terms of Business Booking Policy Effective date: 01/03/2025

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.

  1. Appointments

• 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, traffic, or unforeseen events may occasionally affect arrival times. You will be informed if delays occur.

  1. Cancellations & Rescheduling

• 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. • Deposits for surgical procedures or extended visits are non-refundable if cancellation occurs with less than 24-hour notice.

  1. Fees & Payment

• 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. • Payment is due at the time of the appointment. We accept card, cash, or bank transfer. • Late payments or unpaid invoices may incur additional recovery costs.

  1. Location & Access

• 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.

  1. Emergencies

• Vetalis operates a 24/7 emergency service. 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.

  1. Refusal of Service

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

  1. Liability Disclaimer

Vetalis provides professional veterinary care to the best of our ability. We cannot accept liability for unforeseen complications, adverse reactions, or outcomes outside our control.

  1. Referrals & Third Parties

If your pet requires referral to a specialist, laboratory tests, or additional services, you will be responsible for any third-party fees or charges.

  1. Medications & Prescriptions

Prescriptions are provided at Vetalis’ discretion. Repeat prescriptions require clinical review. Medications must be used as instructed; misuse is the client’s responsibility.

  1. Data / Photo Use

Vetalis may record images or videos for clinical purposes. Any use for marketing or promotional purposes will only occur with your consent.

  1. Governing Law

These Terms of Business are governed by the laws of England and Wales.

  1. Contact

For bookings, cancellations, emergencies, or questions regarding these Terms, please contact us:

📧 office@vetalis.co.uk 📞 +44 07508 308307

  1. Acknowledgment

By booking an appointment with Vetalis, you confirm that you have read, understood, and agree to these Terms of Business.