Terms & Conditions
Holisticvet Ltd. Terms and Conditions of Business | Last updated: September 23, 2025
Thank you for choosing Holisticvet Ltd for the holistic care of your cherished pet. Our practice is built on a foundation of exceptional veterinary medicine and high-quality preventative care, dedicated to promoting the long-term health and well-being of your animal.
Phone-In Times
All telephone follow-up consultations for existing clients are by appointment only and are chargeable. Our office telephone (01225 487778) is supported by a reception service seven days a week. For urgent Monday-Friday follow-up calls, we will return your call as soon as possible. For non-urgent matters, please contact us to schedule a telephone appointment with Dr. Thompson, who will call you at the agreed time. Please note that Mondays can be particularly busy.
For emergencies, please contact your primary veterinary surgeon. Existing clients may reach Dr. Thompson for urgent matters on his personal mobile: 07881 811 590. For administrative enquiries, payments, or orders, please contact Elly at office@holisticvet.co.uk.
Consultation Fees
All consultations—initial, follow-up, face-to-face, or telephone—are chargeable, by appointment only, and priced based on duration:
Specialist or First Consultation
£352 + VAT (45–90 minutes, including 30 minutes for preparation, review of veterinary notes, lab work, and patient/owner registration).
Regular & Follow-Up Consultation
£176 + VAT (30–45 minutes).
30-min Consultation
£121 + VAT (20–30 minutes).
Short and Follow-Up Consultation
£88 + VAT (5–20 minutes).
Email Consultations
£22 + VAT (approximately 5 minutes read/reply time, or multiples for longer emails).
Telephone Follow-Up Consultations
Telephone follow-ups are by appointment only, with Dr. Thompson calling at the scheduled time. These consultations are designed to facilitate communication and reduce unnecessary travel to our practice. They are chargeable.
Email Consultations
If you are unable to visit the practice due to distance, please inquire about email consultations. A telephone consultation is recommended initially to discuss your pet’s needs.
Clinical Notes
We require an up-to-date copy of your pet’s clinical notes, sent directly from your primary vet or specialist to our office. Notes forwarded via third-party email addresses cannot be accepted.
Visits to the Patient
Home visits are charged based on travel time (one-way) at £167.20 + VAT per hour, not mileage.
Ordering Remedies/Herbs
To ensure a continuous supply of custom-made remedies or herbal preparations, please provide at least two weeks’ notice by monitoring your stock levels. To reorder, contact Elly at office@holisticvet.co.uk.
Postage
To keep costs low, we use Royal Mail Second Class (48-hour delivery) for all parcels. First Class (24-hour delivery) is available at an additional cost. International courier services are also available upon request.
Pet Insurance Cover
We are happy to treat both insured and uninsured animals and assist with insurance claims. Please settle your invoice at the time of consultation before initiating a claim directly with your insurer, typically online for faster processing. We will promptly provide any supporting information requested by your insurer.
Note: If we initiate a claim on your behalf or handle an unusually complex claim, an administrative fee of £22 + VAT will apply. Most insurers cover our fees and medicines, but we recommend confirming coverage with your insurer before your first consultation. Pre-authorization of fees or a referral from your primary vet can streamline the claims process.
Settlement Terms
As a small business, we rely on timely payments to maintain our operations. Please settle invoices by bank transfer at the time of consultation or upon receipt of an emailed/posted invoice. Late payments may incur a fee of £12.93 + VAT every two weeks after the invoice date. In rare cases, unpaid accounts may be referred to a local debt collection agency, which will add 20% and court costs to the outstanding balance. We include this information for transparency and to foster a positive business relationship, allowing us to focus on your pet’s care.
Estimates of Treatment Costs
We are happy to provide an approximate estimate of treatment costs. Please note that estimates are subject to change, as an animal’s condition may not follow a predictable course.
Missed Appointments
A 24-hour cancellation fee applies. Please notify us promptly if you cannot attend a scheduled appointment.
Complaints and Standards
Holisticvet Ltd is committed to delivering exceptional service and care. If you feel your expectations have not been met, please contact us to discuss your concerns. Most issues can be resolved quickly and amicably.
General
We are dedicated to optimal health, clear communication, and compassionate, holistic medicine. We work closely with your primary veterinary surgeon to ensure the best outcomes for your pet. Please reach out with any questions.
Thank you for trusting us with your pet’s care.
Holisticvet Ltd., The Veterinary Practice, The Bungalow, Slaughterford, SN14 8RH
Registered in England under number 04592006 | VAT No: 840598507