terms and conditions

1. Service Scope: Vet on the Loose provides veterinary services in the comfort of your home. Services are subject to availability and may vary based on location.

2. Booking and Payment: A deposit will be taken at the time of booking. The remaining amount for the services provided will be charged at the time of the appointment unless agreed otherwise by Vet on the Loose. Travel fees are based on your postcode and are not dependent on the number of pets seen. Deposits are refundable or transferable as per below.

3. Cancellations and Rescheduling: Appointments can be cancelled or rescheduled up to 24 hours before the scheduled time without penalty. Cancellations within 24 hours will result in loss of deposit.

4. No-Show Policy: If you or your pet are not present when we arrive for the appointment, we reserve the right to charge the consultation fee in full.

5. Liability: Vet on the Loose is not responsible for any property damage, injuries to pets, or personal injuries that occur during the appointment as consequence of insufficient restraint. Pet owners must ensure their pets are properly restrained and controlled throughout the visit. If the vet deems it necessary to sedate the pet, an additional fee will apply. Any incidents or accidents that occur due to inadequate restraint or control of the pet, are the solely responsibility of the pet owner.

6. Medical Records: All clinical history and records are securely stored in the Collar app. Pet owners are encouraged to download the app for complete access to their pet's medical history.

7. Telemedicine: In certain cases, Vet on the Loose offers telemedicine consultations. These are subject to the same terms as in-home visits.

8. Confidentiality: All client and patient information is kept confidential and will not be shared with third parties without consent.

9. Service Area: Vet on the Loose operates in specific areas. Requests outside the standard service area may be considered on a case-by-case basis and may incur additional travel fees.

10. Emergency Services: Vet on the Loose does not provide emergency services. In case of an emergency, please contact your routine practice or the out of hours supplier that we partner with.

11. Service Limitations: Some procedures, such as surgery, specific diagnostics, and hospitalisations, are not provided by Vet on the Loose. Services provided are listed on our website. If you are unsure if we can assist with your request, please contact us, and we will be happy to confirm.

12. Contact Information: For any questions or concerns, please contact us through our website or using the Collar app.

By booking an appointment with Vet on the Loose, you agree to these terms and conditions.

Health Plans Terms and Conditions

(Applicable to Dog Complete, Dog Max, Cat Complete and Cat Max plans.

These Terms & Conditions govern your membership of the Health Plan offered by VOTL Ltd, trading as Vet on the Loose, and available via our clinic The Vet Room, or through our mobile service Vet on the Loose.

By signing up for a Health Plan, you agree to be bound by the following terms:

1. Inclusions

The services and products included in the Health Plan are clearly detailed on our website at www.vetontheloose.co.uk.

Health Plans are not customisable. The only exception is the optional addition of flea and worm treatment, which can be added for an additional monthly fee.

No refund or rebate will be offered for plan elements that are not used or not required.

2. Eligibility and Usage

  • Each plan is for one named pet only and is non-transferable.

  • Health Plans are designed for routine, preventative care only. We reserve the right to determine whether a service or appointment is necessary under the plan.

  • Abuse of the plan—such as excessive or unnecessary usage, sharing across multiple pets, or using the member discount to purchase products for resale—may result in immediate termination of the plan without refund.

  • Plan benefits can be accessed either:

    • at The Vet Room clinic, or

    • via the Vet on the Loose mobile service, in which case the standard travel fee will still apply per visit, even if the treatment itself is included in the plan.

3. Duration and Renewal

  • The Health Plan is an annual membership with a minimum commitment of 12 months.

  • Any optional add-ons (e.g. flea and worm treatment) also require a 12-month minimum commitment.

  • The plan automatically renews on the anniversary of the start date each year unless cancelled by you in accordance with Section 4.

  • All benefits reset on the plan anniversary date.

4. Cancellation and Early Termination

  • You may cancel your plan at any time by providing notice in writing.

  • If you cancel before the end of the 12-month term, a cancellation charge will apply. This charge will be the total value of services you have used at standard rates, minus any payments you have already made during that membership year.

  • If you cancel due to changes to the plan (see Section 6), no cancellation charge will apply.

5. Payments

  • Plan fees are payable monthly via direct debit or other authorised recurring payment methods.

  • Failure to make payment may result in suspension or cancellation of your plan.

  • All fees are subject to change with notice, as detailed in Section 6.

6. Plan Amendments

  • We may modify the structure, pricing, or benefits of the plan at any time.

  • We will give you at least 30 days’ notice of any changes. If you do not accept the changes, you must notify us in writing before the new terms come into effect, and your plan will be cancelled without penalty.

  • If we do not receive notice of cancellation within that time, we will assume you accept the revised terms.

7. General

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

  • By subscribing, you confirm that you are the legal owner or authorised guardian of the pet listed on the plan.