Terms of Service
V1.1 Last updated: 30 December 2025
These Terms of Service explain how Pure Vet provides veterinary care and how we work with you as a client. By registering with us, booking an appointment, or using our services, you agree to these terms. They are designed to be clear, fair, and aligned with the RCVS Code of Professional Conduct.
If you have any questions, please contact us:
Pure Vet, New Street Farm, Chilmington Green, Ashford, Kent
Email: hello@purevet.co.uk
Phone:
1. About Us
Pure Vet is an independent, vet‑led practice providing veterinary services for companion animals.
Company name: Pure Vet Ltd
Registered in England & Wales: 16570565
Registered address: Central House, High Street, Hampton Hill, Hampton, Middlesex. TW12 1NS
We follow the RCVS Code of Professional Conduct and expect all clients to engage with us respectfully and honestly.
2. Registering as a Client
To register, we require:
– Your contact details
– Your pet’s details
– Consent to hold and process your data (see our Privacy Policy)
– Agreement to these Terms
We may decline registration if we believe we cannot safely or appropriately provide care.
3. Appointments
3.1 Booking
Appointments can be made online, by phone, or in person. Availability may vary.
3.2 Cancellations & Missed Appointments
Please give at least 24 hours’ notice if you need to cancel. Late cancellations or missed appointments may incur a fee.
3.3 Home Visits
Home visits are available at our discretion and incur a visit fee. Visit fees vary depending on distance and will be confirmed before booking. A home visit may not always be clinically appropriate; we may advise attending the clinic instead.
4. Clinical Care
4.1 Veterinary Judgement
All treatment decisions are made by our veterinary team based on clinical assessment and your pet’s best interests.
4.2 Informed Consent
We require your informed consent before providing treatment, diagnostics, or procedures. Consent may be verbal or written depending on the procedure.
4.3 Emergencies
In urgent situations, we may act in your pet’s best interests if immediate treatment is required and consent cannot reasonably be obtained.
4.4 Referrals & Second Opinions
We may recommend referral to a specialist or accept referrals from other practices. You may request a second opinion at any time.
5. Out‑of‑Hours (OOH) Care
Pure Vet provides out‑of‑hours emergency care via a third‑party emergency provider. Details of the provider will be published before opening.
– OOH fees are set by the emergency provider and may differ from our own.
– Clinical records from OOH visits will be shared with us to ensure continuity of care.
This arrangement complies with RCVS requirements for 24‑hour emergency provision.
6. Fees, Estimates & Payment
6.1 Transparency
We aim to provide clear, fair, and transparent pricing. Estimates are available on request for all procedures.
6.2 Estimates
Estimates are not fixed quotes. Costs may vary depending on your pet’s condition and clinical needs. We will inform you if costs are likely to exceed the estimate.
6.3 Payment Terms
Payment is due at the time of treatment unless agreed otherwise. We accept: cash, debit card, credit card, and bank transfer.
6.4 Unpaid Fees
If fees remain unpaid:
– We may suspend non‑urgent services
– We may refer the debt to a collection agency
– Additional charges may apply
7. Insurance
We can assist with insurance claims, but:
– You are responsible for paying us directly
– You are responsible for any excesses, co‑payments, or exclusions
– Direct claims may only be offered where the insurer has confirmed in writing that the claim is accepted.
We recommend contacting your insurer before treatment to confirm cover.
8. Prescriptions & Medications
Prescription-only medicines (POM-V) can only be supplied for animals under our care, following clinical assessment.
8.1 Written Prescriptions
You may request a written prescription for medications. A fee to produce this official certificate will apply.
8.2 Repeat Prescriptions
Repeat prescriptions require regular clinical assessment. We follow RCVS prescribing guidelines.
8.3 Off‑Licence Medication
If an off‑licence medication is recommended, we will explain why and obtain your consent.
9. Membership Plans
Pure Vet offers optional membership plans to cover the cost of consultations during routine daytime opening hours.
– Membership plans are not insurance
– They cover only the items listed in the membership agreement
– Missed payments may result in cancellation
– Full membership terms are provided separately at sign‑up
10. Records & Data Protection
We maintain clinical records in accordance with RCVS and GDPR requirements.
You may request copies of your pet’s records at any time.
We may share records with:
– Referral centres
– Out‑of‑hours providers
– Insurance companies
– Other veterinary practices (on request)
Radiographs, ultrasound images, and clinical notes remain the property of Pure Vet.
See our Privacy Policy for full details.
11. Feedback and Complaints
We take all concerns seriously and aim to resolve issues promptly and fairly. We ask that any concerns or complaints are raised with us as soon as possible, and ideally within 4 weeks of the issue arising. Complaints after this period may be more difficult to investigate fully.
If you wish to make a complaint, please contact the practice director in writing. We will acknowledge your complaint within 5 working days and aim to provide a full response within 20 working days.
If you remain dissatisfied after our internal process, you may refer the matter to the Veterinary Client Mediation Service (VCMS). VCMS is an independent, free mediation service that helps resolve disputes between veterinary practices and clients.
You may also raise concerns with the Royal College of Veterinary Surgeons (RCVS), who regulate the veterinary profession and investigate issues relating to professional conduct.
12. Liability
We are responsible for providing care with reasonable skill and care.
We are not liable for:
– Losses not caused by our negligence
– Indirect or consequential losses
– Costs arising from complications inherent to veterinary treatment
Nothing in these terms limits your statutory rights.
13. Right to Refuse Service
We expect all interactions with our team to be respectful and courteous. We may decline to provide non‑urgent services if:
– Fees remain unpaid
– There is a breakdown in trust
– Behaviour towards staff is abusive or threatening
– We believe we cannot safely or appropriately provide care
14. Changes to These Terms
We may update these Terms from time to time. The latest version will always be available on our website.
15. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales.
