Terms & Conditions

Live Well Vets – Terms & Conditions

Welcome to Live Well Vets. By registering with us or using our services, you agree to the terms below. These help us provide safe, consistent, high-quality care for your pet.
Last updated: December 2025

1. Registering With Us

• Please provide accurate contact details when registering.
• Let us know if your address, phone number, or email changes.
• We may contact you by phone, SMS, WhatsApp, or email about your pet’s care.

2. Appointments & Clinical Care

• Consultations are by appointment only.
• Emergencies will be prioritised based on clinical need.
• We will always aim for continuity of care, though this is not always possible due to rota and clinical priorities.

3. Out-of-Hours Care

• Our emergency care is provided by external out-of-hours partners.
• Their contact details are displayed on our website and at both practices.
• Out-of-hours fees are set by the provider and payable directly to them.

4. Fees & Payment

• Payment is required at the time of treatment unless previously agreed.
• We accept card, cash, and approved finance options.
• VAT is included at the prevailing rate.
• Estimates are provided, but clinical needs can change — estimates are guides and we will always endeavour to stay within the agreed budget but this might not be possible on every occasion. We will keep you informed unless its under emergency condition.
• Unpaid balances may be referred to a debt recovery agency, and additional fees may apply.

5. Medications & Prescriptions

• We follow RCVS and VMD regulations.
• Prescriptions can only be issued if your pet is under our veterinary care.
• A written prescription fee applies.
• Re-examination intervals for repeat medication are set by the attending vet.

6. Insurance Claims

• It is the owner’s responsibility to confirm insurance cover.
• Payment is normally made at the time of treatment unless a pre-authorised direct claim has been agreed.
• Admin fees may apply for direct claims.
• The owner is always liable for payment, if the insurer declines payment, any outstanding balance is the owner’s responsibility.

7. Missed Appointments & Late Arrivals

• Missed appointments may incur a fee.
• If you arrive late, we may need to reschedule to keep the day running smoothly.

8. Complaints

• We take all concerns seriously.
• Please submit complaints in writing to the Practice Manager so we can investigate and respond thoroughly.

9. Data Protection

• We comply with GDPR and handle your data responsibly.
• Your information is used only for pet care, communication, and legal obligations.
• See our Privacy Policy for full details.

10. Handling & Safety

• For safety, we may need to use muzzles, safe-handling techniques, or sedation when appropriate.
• Dogs must be on leads and cats in secure carriers while on the premises.

11. Clinical Records & Imaging

• Medical records, X-rays, scans, and photographs are the property of Live Well Vets.
• Copies can be sent to other practices for referrals or second opinions.

12. Euthanasia

• Decisions regarding euthanasia are made in the best interests of your pet.
• Proof of ownership may be requested.
• Cremation and memorial options will be discussed sensitively.

 13. Preventative Plans (if applicable)

• Monthly plans must be kept up to date via direct debit.
• Missed or cancelled payments may suspend plan benefits.

 14. Behaviour in Practice

• We maintain a respectful, calm environment for clients, staff, and pets.
• Abusive or threatening behaviour will result in immediate removal from the practice.

15. Ending Our Professional Relationship

We may need to stop providing services where:

• There is repeated non-payment of fees.
• There is abusive or aggressive behaviour.
• Clinical recommendations are repeatedly declined and welfare becomes compromised.
• Communication and trust have broken down.

Where appropriate, we will provide emergency care for 7 days to allow you to register elsewhere.

16. Updates to These Terms

Our Terms & Conditions may be updated from time to time. The latest version will always be available on our website.