Vet’s Klinic is a network of Veterinary Practices owned and operated by Pets’ Kitchen Ltd which is a limited company registered in the UK with the company number 5653527. The practices are run under the rules and guidance of the Royal College of Veterinary Surgeons and in accordance with the college’s Code of Professional Conduct for Veterinary Surgeons. This code can be viewed at www.rcvs.org.uk.
In order to use the Vet’s Klinic services, and to participate in and contribute to our platform, you are required to register as a member. Any personal information will be collected in accordance with our Privacy Policy. By registering you agree to use our services only for lawful purposes, for your own personal use. You agree not to use our services in any way which infringes the rights of, restricts or inhibits anyone else's use and enjoyment of our services. You confirm that all information you provide to us (including relating to your pet) is accurate, up-to-date, and complete to the best of your knowledge. We do not assume any liability for issues arising as a result of incorrect, out-of-date, or incomplete information provided by you.
By registering with us to allow us to provide you with veterinary care services, you are committing your pets to the care of our veterinary team, and we take responsibility for providing and coordinating your pet’s veterinary healthcare. This responsibility of care is assumed to be exclusive. So you must inform us of any existing relationships with veterinary surgeons that concern the care of your pets so that we can access your pet’s medical history and inform your previous vets that we are taking over responsibility for your pets.
In line with our practice ethos, Vet's Klinic allows you to view the staff at work with patients whilst you are sitting in the waiting rooms at our Klinics. You understand that you may see animals being treated whilst waiting for an appointment and conversely that your pets, when treated, may be visible to the public. We will endeavour to make alternative arrangements for clients wishing to not view this area or for their animal’s treatment not to be viewed if the practice is made aware prior to the appointment. Clients’ and patients’ needs are always prioritised in these circumstances.
We are committed to a transparent pricing policy, which is available on our website (www.vetsklinic.co.uk), and may be updated from time to time without notice.
We do not offer credit terms and require payment in advance of or at the time of treatment. For insured patients, we may require payment in full as per our standard terms with the insurance claim being settled directly with the owner.
If you become unable to pay your account according to the terms, this must be discussed with the practice as soon as possible.
In the absence of any other arrangement agreed with the veterinary surgeon, accounts not settled within our standard terms will be subject to a late payment interest charge of 8% per annum accruing from the date payment should have been received until final settlement. In the case of commercial work interest and charges shall be calculated in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.
If your invoice is not paid when it falls due, we shall take such action as we consider appropriate to recover our fees which may include engaging third party debt collection agencies to recover the outstanding fees and/or instigating proceedings against you in the county court. In such cases, any costs levied by the debt collection agency will be added on to the outstanding balance owed by you and/or we will seek to recover these expenses from you as our Late Payment Fee. Please note that the use of debt collection agencies and the county court could affect your future credit rating.
We shall be entitled to suspend the provision of any further services until you have paid your outstanding account in full. Where we consider it appropriate to do so we may require payment on account before providing further treatment.
Please note that your credit card details will be stored in a secure online vault by our payment partners so that you do not have to enter them again for future payments. If you do not wish these details to be stored, please contact us at contact@vetsklinic.co.uk or 01793 876619 after making your payment and we will delete your card details from the system.
The opening hours of our Klinics may vary from location to location. Please check our website (www.vetsklinic.co.uk) for the current opening times at your preferred Klinic location before making a booking. We may provide support outside of our practices’ usual opening hours, either on site or with a dedicated out-of-hours partner based at an alternative nearby location.
To provide the appropriate level of care for your pets, we advise that you live within a maximum of 30 minutes’ drive of your chosen Klinic.
Vet’s Klinic clients are able to use our online booking system for consultations, routine surgical and dental procedures. Appointments booked using this system must be paid in full at the time of booking.
You can cancel an appointment and re-book online at any time up to 24 hours before your appointment. If you cancel more than 14 days ahead of the booked appointment, you will receive a full refund. If you cancel less than 14 days before the booked appointment, a charge of £5 is applied to your account to cover the administrative costs of rescheduling our diary and also the charges we receive from the card payment providers for issuing a refund at this point. As well as cancelling and re-booking online, you can also ring the Klinic to cancel or change an appointment.
In the unlikely event that you are unhappy with the service you or your pets have received at Vet’s Klinic we will prioritise addressing and resolving your concerns. To make a complaint, please ask to talk to the Head Vet or Head Nurse at your chosen Klinic, who will be your primary point of contact, as we address your complaint. In the event that you are unhappy with the response from the Head Vet or Head Nurse, you will be requested to put your concerns in writing and your complaint will then be overseen by the Clinical Director.
Your pet’s medical records are available online for you to view. These records are private and we will not share them or make them available publicly without your permission. However, you may share content, images and video from your pet’s records and if you choose to do so, this content will no longer be considered private and we will then assume the right to share this content on non-private areas of https://app.vetsklinic.co.uk and 3rd party websites without your specific permission.
As part of your pet’s medical records we will take photos and video of your pets which will be added to your pet’s medical records. By agreeing to these Membership Terms you are agreeing to these images and videos being taken and uploaded to your private pet medical records.
We may request permission to publish photos, video, clinical text and other information from your pet’s medical records on public areas of https://app.vetsklinic.co.uk and on 3rd party websites. There is no obligation for you to agree to give this permission and refusal will not affect your relationship with Vet’s Klinic.
You remain the owner of the content and information you share on our platform. By uploading your content you grant us a non-exclusive, royalty-free, irrevocable right and licence to use your content and to sub-license such use to third parties. You confirm that you have all the necessary rights to grant us this licence. You agree that you waive your moral rights to be identified as the author of the content and we may modify it at our discretion.
We may use your content for the operation or promotion of https://app.vetsklinic.co.uk (including products on https://app.vetsklinic.co.uk), for marketing purposes, or for our other business activities.
While we are confident that you won’t post anything unpleasant, we would remind you that you may NOT post anything that is confidential in nature, any facts that are inaccurate or any opinions that are not genuinely held, anything unlawful, offensive, indecent, racist, defamatory, harassing, threatening, seditious, blasphemous, fraudulent or contravenes the applicable laws regarding the transmission of technical data exported from the US or the country in which you reside, personal details of others or misrepresent your identity or affiliation with any person, any third-party material that infringes any legal rights such as copyright or other proprietary rights, anything which is technically harmful including viruses, logic bombs, Trojan horses, corrupted data or other malicious software. That’s a bit of a mouthful of a sentence, but we have to cover all bases!
You agree to indemnify us in relation to any costs, losses or damages that we may suffer in relation with your failure to comply with the preceding paragraph, or any other obligations set out in these Membership Terms.
If you share content with us, remember that before you send us an image, including a photograph, or include information about another individual, you must have the consent of the person whose image or information it is and/or the owner of that image to use that image or information and to allow us to store the image or information for use by you on our site from time to time. In the case of images of children who are not capable of giving consent, you should ensure that the relevant consent is obtained from the child's parent or guardian. By sharing an image or photograph or information with us, you confirm that you have obtained the necessary consents referred to above. We do not accept any liability whatsoever for any information, image or photograph for which you have shared with us without the consent of the person, parent or guardian and/or owner (as the case may be).
Nothing in these Membership Terms shall operate to exclude or limit our liability (if any) for:
Our online platform is provided on an "as is" and "as available" basis. We make no representation or warranty, express or implied, regarding our services (including as to the availability of our online platform), or any information or advice given to you by us through the platform. To the maximum extent permitted by law, we disclaim all such representations or warranties. We shall not be liable to you for any losses, damages, or other liability you may incur as a result of any reliance you may place upon information obtained through our online platform.
We are only liable to you for losses which you suffer as a direct result of our breach of these Membership Terms and which are reasonably foreseeable. Unless otherwise required by applicable law, our liability to you for any claim arising from the subject matter of these Membership Terms and our provision of any veterinary services to you shall be limited to the amounts paid by you for the services in question.
We may suspend your access to our online platform and decline to provide our veterinary services to you at any time and for any reason, including for breach of these Membership Terms, or for any abuse of any of our services or our staff.
In the unlikely event that we consider that you have breached any of these Membership Terms we may take such action that we consider appropriate such as the immediate temporary or permanent withdrawal of your right to participate in https://app.vetsklinic.co.uk or use our site in any way and/or removal of any of your contributions or material on https://app.vetsklinic.co.uk, and issue a warning and possibly legal action, and any other action that we deem appropriate.
Our Website Terms of Use are incorporated into these terms by reference. We may make changes to these Membership Terms or to our online platform from time to time.
You may not assign any of your rights or obligations under these Membership Terms to any third party. You understand that we may subcontract, assign or license our rights and obligations under these terms to any third party at our sole discretion.
No delay in enforcing any right arising under these Membership Terms shall be construed as a waiver of such right.
These Membership Terms and any disputes arising under them shall be governed by English law, and subject to the exclusive jurisdiction of the courts of England.
If you have any questions regarding these Membership Terms please e-mail: contact@vetsklinic.co.uk or write to:
Pets’ Kitchen Ltd
Unit 3,
Callenders Industrial Estate,
Paddington Drive, Swindon, SN5 7YW