Booking Terms
All our bookings are appointment only. The appointment request is only confirmed once we have accepted the booking and you have paid for the service. We reserve the right to decline bookings from new clients; such circumstances include (but are not limited to): genuine emergencies (in non-end-of life patients) requiring prompt hospitalisation; pregnant dogs and cats in labour (and post labour); locations outside of our area; calls to properties with no suitable parking; or if we have safety concerns.
In emergency cases we endeavour to treat your pet as quickly as possible during working hours. However, in some cases, we may ask you to attend Calder Vets as this may be a more appropriate course of action.
We may cancel an appointment booked by you at any time (for the time and date of the appointment) in the following circumstances:
- The required personnel and/or required materials necessary for the provision of the services are not available; or
- Adverse weather conditions; or
- Any other events that are out of our control
Payment Terms
The practice does not offer an account facility. Payment is required on receipt of our invoice, with all fees required to be paid in full at the time of booking prior to any non-urgent home visit or service commencing. A home visit can only be confirmed once full payment of the invoice is received. An exception to this would apply for an urgent same day appointment whereby the payment would need to be made immediately before the vet arrives.
We accept payment by card via a payment link. We do not take cheques. Products and medications dispensed at the time of a consult can be paid for on our card machine at the time. Estimates for treatments and visits are available on request.
Safety
To enable us to meet health and safety standards we ask that all dogs are on a lead and collar when entering the house and throughout the entirety of the visit. Any other pets that live in the house we ask that they are kept separate in a different room. If your pet has previously been nervous or shown signs of aggression in a vet practice, we will ask you to put a muzzle on for the examination or treatment. We require that someone is present who knows the pet and is happy to help restrain.
Cats must be confined to a room where it is easy for us to access them. Please make sure cat flaps are locked before we arrive.
We will do everything we can to be able to treat your pet however if we feel we are not able to do so safely or in a reasonable time frame then we have the right to stop the consultation and full fees will still be payable.
Appointment Times
We always give a three-hour time slot to arrive with you. This is to allow for traffic and other delays. If we are going to be outside of this time slot you will be contacted prior to your appointment.
Cancellation Policy
We require a minimum of 48-hour notice to cancel a confirmed booking, in this event all paid fees will be refunded to the client in full. If less than 48-hours’ notice is given for cancelling or moving an appointment then a £35 deposit will be taken and the rest refunded.
If a vet attends an appointment but no one is home to receive them, a minimum of a standard call-out fee will be charged (£35).
Estimates
Any estimate from us is valid for 28 days starting from the date on which we communicate it to you. An estimate will be provided in writing and will indicate the probable costs of services and/or products required in order to pursue a course of treatment. It is only indicative and should not be regarded as a fixed price. Additional costs which cannot be predicted at the outset may occur as treatments progress.
Repeat Prescriptions Policy
Any repeat prescriptions ordered require 48 hours turn around. Once approved you can either collect from our office, pay for postage or we may arrange to drop off the medication if we are in your area for a small charge.
You may obtain Prescription Only Medicines, Category V (POM-V) from your veterinary surgeon or request a written prescription and obtain these medicines for animals under their care. A written prescription may not be appropriate if your animal needs immediate treatment.
The general policy of the practice is to reassess an animal requiring repeat medication every three months, but this may vary with individual circumstances.
You will be informed, on request, the price of any medication that may be dispensed for your animal and further information on the prices of medicines is available from your veterinary surgeon.
Insurance Forms
My Home Vet Ltd supports insuring your pet against unexpected illness or accidents. Please be aware it is your responsibility to settle your account with us and then reclaim the fees from your insurance company. We are not able to offer direct claims to your insurance company. We will fill in and send off your claim forms for no extra charge. We endeavour to complete insurance forms in 7 working days of receiving them, however with staff holidays this can sometimes be longer.
Emergency And Out of Hours Care
For emergencies, out of hours and when there are no appointments available, please book directly with Calder Vets.
Customer Feedback
We look forward to working with you to keep your pet healthy and happy but, if at any time you have concerns or suggestions, please do not hesitate to us on enquiries@myhomevet.co.uk. We actively welcome your feedback and can assure you that any issues raised will be appropriately addressed.
Formal Complaints
In the unfortunate event that you wish to raise a formal complaint with My Home Vet, we request that an email is sent to enquiries@myhomevet.co.uk. Upon receipt of your email one of our team will investigate the details of your case and respond accordingly to you. Although we always endeavour to respond to a complaint within 14 working days of receipt sometimes this is not possible. In such an instance a member of the team will contact you to update you on the progress of your complaint.
Data Protection
On registering with us your pet’s medical history will be requested from your previous vets. This is necessary to offer the best and safest care possible and is a requirement set by the RCVS.
Your pet’s medical records will remain the property of My Home Vet and will be kept on our practice management software. Your details will never be shared with third parties except to send to other veterinary practices for continuity of care if your pet needs to be seen elsewhere.
Looking After Our Staff, Clients, and Pets
We take the health, wellbeing and safety of our staff, our clients, and pets in our care very seriously. We therefore take a zero-tolerance approach against intrusive, offensive, violent, or aggressive behaviour. Examples of behaviour that we deem unacceptable are:
(a) Making malicious allegations about our staff
(b) Derogatory racial or sexual remarks.
(c) Offensive sexual gestures or behaviour.
(d) Using violent, threatening, or abusive language (including swearing and offensive remarks).
(e) Violent, threatening, or abusive behaviour towards our staff
(f) Non-compliance with the practice’s health and safety requirements.
We reserve the right to withdraw veterinary services by letter if we feel your behaviour towards us is unacceptable or we feel unsafe.
