Terms & Conditions

We, Vet 2U Limited (www.vet2u.direct), aim to provide the highest standards of veterinary care.  These are the terms on which we, supply veterinary services and related products to you. These Terms and Conditions shall apply to all supplies of Veterinary Services and Products by us to you to the exclusion of all other terms and conditions. Please note that some aspects of these Terms may not be relevant to you and we suggest you ask for further clarification from us if required.

1. Supply of Veterinary Services

1.1        We shall ensure that all Veterinary Services are supplied by suitably qualified staff, taking into account the nature of the Veterinary Service to be supplied in each instance.

1.2        Wherever practicable and on your request, a treatment plan for the supply of Veterinary Services will normally be agreed with you following an initial consultation and in advance of any further treatment. This treatment plan will provide an estimate regarding the likely costs of the course of treatment in such plan.  In an emergency we reserve the right to provide such Veterinary Services as are reasonably necessary, in the professional judgement of the veterinary surgeon providing the Veterinary Services or other Vet 2U Limited staff, without first agreeing a treatment plan.

1.3        Please note that any estimate given can only be an approximation of the costs of any treatment required. If our original estimate looks as if it will be exceeded, then the Veterinary Surgeon responsible for providing the Veterinary Services will discuss any increased fees with you before any further procedures are undertaken (save in the event of an emergency and at the professional discretion of the relevant Veterinary Surgeon acting in the best interest of your pet).

1.4        We will endeavour to provide veterinary services in accordance with reasonable standards denoted by the RCVS guidelines for practice standards (www.rcvs.org.uk) and the professional conduct of veterinary surgeons and veterinary nurses. All Veterinary Services shall be supplied in accordance with normal professional standards.

1.5        Veterinary Services shall be supplied during our normal business hours (these may change from time to time, the current opening hours of Vet 2U Limited can be found on our website at www.vet2u.direct). At our discretion we may arrange for Veterinary Services to be supplied at various locations and at other times.

1.6        We reserve the right to decline to supply Veterinary Services at our discretion. You are free at all times at your cost and subject to the payment obligations in these terms and conditions, to seek a second opinion on or concerning any Veterinary Services provided.

1.7        When registered with us, annual vaccination reminders will be sent 14-30 days prior to your pet being due according to the following conditions:

1.7.1      If we are aware of the date of the previous vaccination;

1.7.2      If you have not opted out of receiving reminders;

1.7.3      If we have your up-to-date contact details;

1.7.4      We endeavour to send at least 1 reminder and it would be at our discretion in what format this will be and whether further reminders will be made if we have not heard from yourself; and

1.7.5      Once a reminder has been sent, it is your responsibility to ensure that you book an appointment in a timely manner to ensure your pet’s vaccinations are renewed; and

1.7.6      If we have not heard from yourself after vaccination reminders has been sent, we will not send reminders the following year.

1.8        In order for our team to perform surgery at your home, a suitable parking space will be required with access to an electricity supply.  If no such access is available, the team may have to transport your pet to a suitable location where the surgery can be performed.  Please notify the team at time of booking if there is any concerns regarding location.

2. Supply of Products

2.1        In the event of any defect or failure in any Product our liability to you shall be restricted to replacing the Product or refunding the price paid by you for the Product.

2.2        You acknowledge and agree that all Products must only be used in accordance with the instructions supplied with them or issued orally by the Veterinary Surgeon providing the Veterinary Services or other members of our staff.  If you have any questions or concerns regarding the use of any Product, you should consult the Veterinary Surgeon providing the Veterinary Services or other members of our staff for clarification.

2.3        Any Products supplied by us shall be of satisfactory quality, fit for purpose expressly agreed by the Veterinary Surgeon providing the Veterinary Services or other members of our staff and shall comply with any description given. All other warranties, expressed or implied, are hereby excluded.

3. Payment

3.1        All Veterinary Services and Products provided by us shall be charged to you in accordance with our then current price list, a copy of which is available on request and which is subject to change without notice.  If you have any question as regards the level of charge that will be incurred you should consult the Veterinary Surgeon in charge of your pet’s treatment or his staff for clarification.

3.2        Our normal practice is for payment to be made by you at the time the Veterinary Services or the Products are supplied, either at the end of the consultation, the discharge of your pet or upon collection of the Products. All invoices must be settled in full on receipt of the invoice by the stated date on the invoice.  We may at our absolute discretion agree that you may delay payment of an invoice pending recovery of the sum from your insurer for such reasonable period as we may agree in writing. You remain liable in full for all invoices and all sums shall become due and payable in full by you at the end of this extended payment period irrespective of whether your insurer has made payment to you.

3.3        We accept direct insurance claims at the discretion of our Clinical Directors (Vet and Nurse) and only when a pre-authorisation agreement is available. A direct insurance claim is one where you do not pay us; rather we claim the money directly from the insurance company. In the event that all or any part of the insurance claim is not paid by your insurance company for any reason you will be liable for the outstanding balance.

3.4        We may refer overdue accounts to our debt collection agency.

3.5        In the event that any invoice or other sum owed is not paid when due then, without prejudice to any other remedies available to us, we may at any time:

3.5.1      add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees); and

3.5.2      issue notice to you that no further Veterinary Services and/or Products will be supplied to you.

3.6        All prices quoted are inclusive of value added tax (VAT) or other indirect taxes, duties or levies which shall be added as appropriate.

3.7        If you are unable to pay for the Veterinary Services we are only obliged to fulfil our minimum legal responsibilities and professional obligations in respect of your pet.

4. Liability

4.1        Vet 2U Limited is fully insured and has public liability cover.

4.2        Nothing in these terms and conditions shall:

4.2.1        exclude or limit our liability for death or personal injury caused to a human being;

4.2.2        render us liable for any indirect or consequential loss (including, but not restricted to, loss of profit or loss of savings) which liability shall be excluded to the maximum extent permitted by law.

5. Complaints

5.1        It is our intention that all our clients should be satisfied with the Veterinary Services and any Products supplied.  In the event that you are dissatisfied with any aspect of the Veterinary Services or Products supplied by us or its staff, in the first instance you should contact the Clinical Directors (Vet and Nurse) to discuss your concerns who shall endeavour to address any issues arising.

5.2        If you remain dissatisfied, then please contact us in writing via e-mail (enquiries@vet2u.direct), website (https://vet2u.direct/contact-us/) or post (PO Box 496, Ramsgate, United Kingdom, CT11 1DP)

6. Pet Insurance

6.1       Vet 2U Limited strongly recommends every owner taking out pet insurance to help with the unexpected costs that come with having a pet.

6.1        We may advocate pet insurance, but any contract of insurance is between you and your insurer. Please ensure that you refer to the terms and conditions of your insurance policy.

7. Data Protection

7.1        We will use the personal information you provide to us to:

7.1.1        provide the Veterinary Services and Products;

7.1.2        process your payments for the Veterinary Services and Products; and

7.1.3        inform you about the products and services that we or selected third parties provide, but only if you have asked us to.

7.2        We will not divulge your personal information to other agencies except for debt collection purposes.

8. Medicines

8.1        When you request a repeat prescription for your pet we can only supply the medication if:

8.1.1           the Veterinary Surgeon caring for your pet has authorised the repeat prescription;

8.1.2           your pet has been seen by one of our Veterinary surgeons within the last 3 to 6 months.

There will be a charge for such repeat prescription to cover the time, responsibility and professional insurance costs involved.

8.2        At a veterinary surgeon’s discretion where no equivalent licensed medicine exists, it may be deemed appropriate to prescribe a medicine that is not specifically licensed for use in a particular species. In such cases, the potential side effects and precautions will be explained to yourself, the client.

9. Pet Healthcare Plans

9.1        Initial payment are taken by us at time of sign up.  Subsequent payments are made through direct debits which is managed by The Animal Healthcare Company.

9.2        When signing up for our Pet Healthcare Plan, you agree to our terms and conditions as well as to that of The Animal Healthcare Company which will be provided to you at the time of sign up.

9.3        Vet 2U makes the decision of which products are used on the care plan and if the owner requests a different product, an extra fee may be applied to cover its cost.

9.4        The payments are calculated as 12 payments over a year to cover the cost of products used.

9.5        Flea and worming products are delivered on a 3 monthly basis.

9.5        Early cancellation of the plan could result in Vet 2U requesting extra payment if more flea and worming treatment was provided than what was paid for on the plan.  Thus, you could be liable for the value of the full term of the plan depending on the number of flea and worming products received.

9.6        All benefits end at time of cancellation and there is no refund for unused benefits.

10. Out of Hours

10.1        Vet 2U limited is unable to provide our own out of hours service, because there is not enough clinical staff to make this a sustainable option.  In order for staff to provide the best care possible, they need to be rested and this can not happen with running our own out-of-hours.

10.2        VetsNow in Canterbury, (34 New Dover Road, Canterbury, CT1 3DT) provides the out-of-hours care for Vet 2U Limited.  Should your pet require emergency veterinary assistance out-of-hours, please contact VetsNow on 01227 470033. You will be expected to transport your animal to their surgery at your own expense.

10.3        If your pet’s condition is such that it is known to likely require out-of-hours care, i.e. emergency caesarean, please contact the practice during opening hours for advice.’

10.4        If contact is made after 5pm regarding emergency care, it is at the Vet’s discretion whether to refer the animal on to the out-of-hours service.  This would be dependent on the current caseload and whether the veterinary team would be able to see the animal before 6pm.

11. Zero Tolerance

11.1        Vet 2U Limited operates a “zero tolerance” policy for all staff and customers, regarding violence, or threats of violence and abuse. We do not tolerate discrimination on any basis – age, sex, race, mental or physical disability, religious or sexual preferences.

11.2        As our clinical team attends to your pet at your home, we reserve the right to refuse treatment and/or remove you from our register if any of our staff feels threatened by your behaviour.

11.3.        Our aim is to deliver the best quality of care to your pet in as stress-free a manner as possible.  We are unable to do this if we feel threatened.

12. Miscellaneous

12.1        No alteration may be made to these terms and conditions without our express written consent. We may update or amend these terms and conditions at any time by placing a notice to that effect on our social media pages or our website.

12.2        These terms and conditions shall be governed by English Law and we and you submit to the exclusive jurisdiction of the English courts, without prejudice to our right to seek recovery of any sum due by you before any complaint court.

12.3        The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound or MRI scans. Case records including x-rays and ultrasound or MRI scans are the property of, and shall be retained by, us. Copies with a summary of the history of any patient can be passed to another veterinary surgeon taking over a case, on written request to us and upon settlement in full of all sums due to us in respect of such patient’s treatment by us.

12.4        We are a company registered in England and Wales. Our company registration number is 10054778 and our registered office is at 6 St Nicholas Road, Faversham, Kent, ME13 7PG. Our registered VAT number is 238 8262 81. If you have any questions please contact us. You can contact us by writing to us at 4 Wilton Road, Ramsgate, Kent, United Kingdom, CT12 5HG, or telephone 01843 606867, or by emailing us at enquiries@vet2u.direct.