Terms and conditions of the veterinary services
Disclaimer
​The information contained on our website, and in these terms and conditions, is intended for information and reference purposes only. Whilst we take every care to ensure that the information is accurate and complete, it should not be relied upon as a replacement for seeking advice from a qualified veterinary surgeon.
Zoomies Mobile Vet Care Ltd (“we”, “us”, “Ours”) is a limited company registered in England and Wales with the registration number 15636377. In any of our terms and conditions documents we may abbreviate our company name to “Zoomies MVC”. Our registered office is Fulford House, Newbold Terrace, Leamington Spa, England, CV32 4EA. This document sets out the terms of the contract between us (Zoomies MVC) and you (the registered animal owner or individual requiring veterinary services).
The definition of the terms
​Terms and conditions of veterinary services, which together with our privacy policy and terms and conditions of website use, govern Zoomies Mobile Vet Care Ltd relationship with you in relation to this website and Terms and conditions. The term ‘Zoomies Mobile Vet Care Ltd ’ or ‘us’ or ‘we’ refers to the owner of the website and the business. The term ‘you’ refers to the user of our services or viewer of our website.
Our contract with you
By providing us with your personal details to register you on our system, you will be accepting all of our practices terms and conditions and this will take effect immediately. All of our terms and conditions can be provided upon request or can be found on our website. The contract of services includes verbal and written forms which have been signed, including health care plans and euthanasia consent forms.
Services provided
We will provide our veterinary services in accordance with the Royal College of Veterinary Surgeons Code of Professional Conduct. The veterinary surgeons are regulated in accordance with the Veterinary Surgeons Act 1966, to protect the public interest and to safeguard animal health and welfare. We will provide veterinary services to you during our normal business hours.
The emergency veterinary services to you are provided by local associated veterinary practice with whom we have an appropriate arrangement. The veterinary service out of usual business hours are provided by out of hours service named on our website. We are independent of these providers so do not share any of their costs or prices for services or treatments.
We may change our normal business hours from time to time. Please see our Facebook social media page for the most recent updates, automated office closure emails, texts and social media responses for our current opening hours and planned future closed dates.
You are responsible for making appointments to receive veterinary services. You can do so in person during a pre-arranged appointment, by contacting us by email, phone call, text, whatsapp or facebook message or (where available) by using the online booking system on our website. We do not guarantee that appointments will be available at your preferred time.
We reserve the right to refuse to provide veterinary services in the future if you, due to the mobile nature of the business, fail to give reasonable notice of cancellation, advertise or share false information to the public, are rude or show unacceptable behaviour to any member of our staff, fail to pay for services and treatments, or any other action which the directors of the company find to be inappropriate. We expect all our clients to treat every member of our practice with courtesy and respect.
We reserve the right to provide veterinary services and treatments to pets without consent if the vet providing the care believes any of the pets welfare needs are not met and needs immediate attention (The Animal Welfare Act 2006). These services will be chargeable to the owner. If the owner refuses to provide care for a animal under their care we have the right to report you the owner to the authorities we deem to be appropriate.
Due to the mobile nature of our practice, we are only able to offer appointments and services in the form of house visits to the patients address. We reserve the right to amend timings of appointments with reasoning (such as unexpected road closures, extreme weather, vehicle issues, sickness, running ahead of schedule or any other unforeseen event which is out of our control etc) we will keep you updated as much as we can if there is any change to appointments. The registered practice premises serve only as an office and is not available for any in person treatment, appointments or collections of any kind.
​We do not tolerate rude or abusive behaviour towards our team and such behaviour directed to our team may result in withdrawal of our services.
Consent and Instruction by a person appointed by you
If you wish for someone else (as an authorised agent) to present your pet for a consultation or treatment, or to receive a prescription for your pet, on your behalf please let the practice know in advance. You will also need to confirm whether you are happy for us to discuss details in relation to your pet’s treatment with this person.
Fees
Our prices are subject to review from time to time without notice. All invoices must be settled in full on receipt of the invoice. At our discretion, a delay to full payment for your pet’s treatment may be agreed for such reasonable period as we may determine but you still remain liable in full for all invoices and all sums at the end of this extended payment period and we are under no obligation to offer this.
We currently do not process direct insurance claims, but we will be happy to assist you with indirect claims. We may charge an administration fee for processing any indirect claims with your insurer. Where any payment remains outstanding for over 14 days, we reserve the right pursue standard debt collection process or take court action, if required. All costs incurred associated with us engaging a third party for such a purpose will be added on top of the unpaid amount outstanding and will be payable by the debtor. In the event that any invoice or other sum owed by you is not paid when due then we reserve the right to withdraw any veterinary services and charge 8% daily interest on any amount outstanding.
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Prescriptions
​​Prescriptions may only be issued following a clinical assessment of your animal. We may, at our discretion, require an updated clinical assessment of your pet before issuing a repeat prescription. Please make your request in sufficient time to be able to arrange an updated clinical assessment if required and to allow time for medications to be ordered in for your pet.
We may charge you to issue written prescriptions or repeat prescriptions. Those charges are necessary to cover, for example, the time, responsibility and professional insurance costs involved. We will advise you of the costs before issuing a written prescription.
You may choose to have prescriptions dispensed by our practice or by another veterinary practice, clinic or pharmacy. If you choose to have your prescription dispensed by our practice, we will advise you of availability and costs before dispensing any medicinal or pharmaceutical products.
It is our practice policy that any prescriptions prepared by us, we will email the prescriptions to the pharmacy of your choice directly. If your choice of Pharmacy requires the original prescription to be received, the cost of postage will be payable by you the client.
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Posting prescriptions and medications
As we are a fully mobile practice, we do not have a premises in which medications or prescriptions can be collected from. For clients in our green coverage area we may be able to drop off medications to your home when a vet is next passing by if we have availability and for non-urgent treatments. Depending on location of pre booked appointments, it could take up to working weeks for us to deliver medications in our green coverage area.
For any client registered with us, regardless of which colour zone you are based in, we are happy to post medications by royal mail, either 48 hours tracked or 24 hours tracked at patient owner’s expense.
We try our best to post medications either the same or next day once payment has been received, however this is not always possible due to stock availability, day of the week (no post on Sundays) and if staff have time during the day to go to the post office.
If medications need posting, we ask clients to provide us with as much notice as possible to avoid any potential delays.
All medications which need to be posted or hand delivered, need to be paid for in full in advance. This includes medications which are in stock or which are ordered in specifically for you the client.
Health Care Plans
We have a separate document outlining our services and terms and conditions for our internal practice health care plans. These can be found on our website or can be provided upon request.
End of life
By signing our euthanasia consent form, you are also accepting all of our practice policies, terms and conditions of veterinary services, privacy policy and website terms and conditions. All of these can be found on our website.
You acknowledge that during the final treatment, the duration of the appointment and procedure is different for every pet and family, and in some cases there can be unforeseeable side effects from the treatment on the pet which we will not be held responsible for. Speak to one of team members if you have any concerns or questions prior to the appointment.
If we are arranging cremation services on your behalf, you accept that the process from the procedure date to the return of ashes and other memorabilia can take up to 14 working days. Sometimes the return process can take longer, such as over bank holiday weekends. We will keep you informed and updated if this is the case.
Following an end-of-life procedure, due to the mobile nature of our practice we are not always able to visit our crematoria suppliers immediately after the treatment. Therefore you agree and consent for us to take care of your deceased pet, until we are able to take them to the crematoria, or the crematoria are able to collect them from us. Whilst taking reasonable precautions, we will not be held responsible for any event which may occur out of our control or after the deceased pet has been taken under the care of one of the crematoria.
Whilst your deceased pet is under our care, we will treat them with care and respect and we will keep them in a secured location.
Animal Heath Certificate (AHC)
Prior to an AHC appointment, you will have completed our online AHC questionnaire, which can be found on our website, with the correct details and information requested.
The registered owner of each pet will be present during the AHC appointment.
It is you, the owners, legal responsibility to check any travel requirements for you and your pet to the desired destination country(s).
If there are any changes to your travel plans, you will notify us as soon as possible, at least 48 hours prior to the appointment date so we can amend details on the certificate ahead of the appointment date.
Your details
Clinical notes and details, laboratory records, test results and any other veterinary documents and any other information are the property of the practice and will be retained by us. These documents may be passed onto another vet practice at the owners request or if a veterinary referral is required.
We will keep you and your pets details, which you have previously provided us, on our system for at least 5 years before we archive your data, unless you notify us in writing to say you would no longer like to be a registered client of ours. An archived client is a household who has not used our services in the last 5 years.
Due to the volume of clients, we will not contact you when 5 years has passed. If after this time period you would like to register as a new client, you will be added onto any client waiting lists (if any) and your account will be reactivated.
If you have not used our services in over 10 years, we will delete your account and any information it holds to comply with GDPR and other legal rules, legislations and requirements.
Please see our privacy policy, terms and conditions and website terms and conditions which are also applicable to these terms and conditions.
Communication and correspondence
Whilst we try our best to communicate with clients by their preferred method (e.g. Phone call, Text, facebook message, whatsapp message or email), this is not always possible. By using our services you agree that we can use any form of communication we deem necessary to provide the best service we can.
This service also includes occasionally emailing (or posting) clients important updates about our services. These will be restricted to a few times a year at most and will only be sent if we feel necessary. Zoomies MVC will not be held liable or responsible for any communication not sent to clients due to us having incorrect or incomplete details.
Cancellation policy
Zoomies MVC reserves the right to charge a cancellation fee if you miss or cancel an appointment without sufficient notice or reasoning. Continued cancellations or not turning up to appointments will result in being deregistered from using our services. The cancellation fee will be applied to your account.
The cancellation fee may be waived at the sole discretion of Zoomies MVC in the event of exceptional circumstances.
Liability
​The practice carries professional indemnity insurance. The practice will supply veterinary services and products to you on the basis that the liability of the practice for any loss, claim, cost or expense arising out of the supply shall be limited to a maximum of the insured sum.
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These terms and conditions have last been updated on 17th December 2025.