Effective date: 20th August 2026

These Terms and Conditions apply to veterinary services supplied by Buzz Veterinary Ltd, trading as Buzz Mobile Vet (“we”, “us”, “our”).

Business address: Conan Basepoint, Pine Grove Enterprise Centre, Pine Grove, Crowborough, TN6 1DH
Company number: 11882624
VAT number: GB 412012568
Telephone: 07774077748
Email: info@buzzmobilevet.co.uk

Website: https://buzzmobilevet.co.uk

Please read these Terms and Conditions before booking or using our services.

They explain the basis on which we provide veterinary services and form part of the contract between you and us.

Nothing in these Terms and Conditions excludes or limits any statutory rights you have as a consumer.

1. Our Veterinary Service

We provide mobile veterinary services at your home or another location agreed with us.

Services we may offer include:

• general veterinary consultations;
• routine health examinations;
• vaccinations and booster vaccinations;
• puppy and kitten healthcare;
• microchipping;
• nail clipping;
• parasite prevention and treatment;
• veterinary medicines and prescriptions;
• blood, urine and other diagnostic sample collection;
• chronic disease monitoring;
• minor treatments and procedures suitable for a home environment;
• Animal Health Certificates and other pet travel services;
• preventative healthcare;
• palliative and end-of-life care;
• home euthanasia;
• Pet Plans; and
• other veterinary services that we agree to provide.

The availability and suitability of a particular service depend upon the individual animal, the circumstances of the appointment, the facilities reasonably available to us and the professional judgement of the attending veterinary surgeon or veterinary nurse.

Not every veterinary procedure can safely or appropriately be carried out in a home environment.

Where an animal requires surgery, hospitalisation, advanced imaging, specialist treatment, continuous monitoring or other facilities that we cannot provide, we may recommend referral to another veterinary practice or provider.

2. Veterinary Professionals

Veterinary services will be provided by appropriately qualified veterinary surgeons, veterinary nurses and other team members acting within their professional competence.

Our veterinary surgeons and veterinary nurses are subject to the professional requirements of the Royal College of Veterinary Surgeons (“RCVS”).

Clinical decisions remain a matter for the professional judgement of the veterinary professional responsible for your animal.

3. Who Is Our Client?

Our client is normally the person who asks us to provide veterinary services and accepts responsibility for the associated charges.

By booking an appointment, you confirm that you are either:

• the owner of the animal; or
• appropriately authorised by the owner to make decisions concerning the animal's veterinary care.

We may ask for evidence of ownership or authority where this is unclear or disputed.

Where more than one person is involved in an animal's care, we may reasonably rely on instructions from a person whom we believe has authority to make decisions.

You must tell us promptly if there is any dispute concerning ownership of the animal or authority to make decisions on its behalf.

4. Information You Provide

You must provide accurate and complete information relevant to your animal's care, including where applicable:

• your name and contact details;
• your animal's identity;
• previous veterinary treatment;
• relevant medical history;
• current and previous medicines;
• allergies or adverse drug reactions;
• existing medical conditions;
• behavioural concerns;
• previous biting or aggressive behaviour;
• travel history where relevant; and
• any other information reasonably required to provide veterinary care safely.

You must tell us if this information changes.

Incomplete or inaccurate information may affect our ability to diagnose or treat your animal safely.

5. Previous Veterinary Records

We may request relevant clinical records from your animal's current or previous veterinary practice where reasonably necessary for veterinary care.

Where you transfer your animal's care to another veterinary practice, we may provide relevant clinical information to that practice in accordance with applicable professional and legal requirements.

6. Geographic Service Area

Our mobile veterinary service operates within a defined geographical area divided into:

• Zone 1
• Zone 2
• Zone 3

The applicable zone is determined by the postcode of the address at which the appointment will take place.

You can check your postcode using the Areas Covered page on our website.

You are responsible for providing the correct appointment address and postcode.

7. Travel Zone Fees

There is no separate call-out fee.

The following travel zone fees apply:

Zone 1

£0 — no additional travel fee.

Zone 2

£15 incl. VAT where applicable.

Zone 3

£30 incl. VAT where applicable.

Any applicable Zone 2 or Zone 3 travel fee is separate from the price of the veterinary service booked.

8. How Appointment Pricing Works

Unless expressly stated otherwise, the total cost of an appointment consists of:

the price of the veterinary service or services provided + any applicable Zone 2 or Zone 3 travel fee + any additional treatment, medicines, tests, products or services agreed during the appointment.

Accordingly:

• Zone 1: service price only;
• Zone 2: service price + £15;
• Zone 3: service price + £30.

The price of the service booked is normally paid in full when you make the booking.

Any Zone 2 or Zone 3 travel fee is normally charged at the end of the visit.

Our booking system may not collect the travel fee at the time of booking. This does not mean that the travel fee is optional.

You should check your postcode on our Areas Covered page before confirming your booking.

Where applicable, the additional £15 or £30 travel charge will be made clear before you become committed to the booking.

9. Incorrect Addresses or Postcodes

If you provide an incorrect address or postcode and the actual appointment location falls within a different zone, the travel fee applicable to the actual location will apply.

Where reasonably practicable, we will tell you about any change in price before providing the service.

10. Changes to Geographic Zones

We may change Zone 1, Zone 2 and Zone 3 boundaries from time to time to reflect travel times, capacity, operating requirements or changes to our service area.

Current zones will be displayed on our Areas Covered page.

Changes will not retrospectively alter the agreed travel fee for an appointment already booked and confirmed.

We may decline to provide services outside our published service area.

11. Parking, Tolls and Exceptional Access Costs

Zone fees cover our normal travel costs.

Where attending a particular location involves an unusual unavoidable third-party charge, such as a significant parking, toll or controlled-access charge, we may ask you to pay that cost.

Where that cost can reasonably be identified before booking, we will disclose it before you become liable for it.

12. Appointments and Arrival Times

As a mobile veterinary service, our travel times may be affected by:

• traffic;
• road closures;
• emergencies;
• the duration of previous consultations;
• severe weather;
• vehicle problems; and
• other circumstances outside our reasonable control.

Where we provide an appointment time or arrival window, we will take reasonable steps to attend within it.

We will try to contact you if we expect a significant delay.

13. Access to the Appointment Location

You are responsible for ensuring that we can safely and reasonably access the appointment location.

Please tell us in advance about:

• parking restrictions;
• gates or entry codes;
• building-entry arrangements;
• stairs or access difficulties;
• safety concerns;
• other animals at the property; and
• anything else likely to materially affect attendance.

If we cannot reasonably gain access when we attend, the appointment may be treated as missed.

14. Animal Handling and Safety

You must tell us before the appointment if your animal:

• has previously bitten or injured someone;
• is aggressive;
• is fearful or difficult to handle;
• may attempt to escape;
• requires a muzzle;
• reacts adversely to strangers or handling; or
• presents another known safety risk.

Animals should be safely contained before we arrive.

This may include:

• keeping cats indoors;
• keeping dogs on a secure lead;
• placing an animal in an appropriate carrier; or
• separating other animals.

We may stop, modify or decline an examination or procedure where continuing would create an unacceptable risk to the animal, our team, you or another person.

Where appropriate, we may recommend sedation, behavioural preparation, additional restraint or treatment at another veterinary facility.

15. Respectful Behaviour and Staff Safety

We will treat clients with courtesy and respect and expect the same treatment for our team.

We will not tolerate threatening, violent, abusive, discriminatory, harassing or sexually inappropriate behaviour.

Where reasonably necessary for staff safety, we may stop an appointment or leave the property.

We may decline to provide future non-emergency services where there is a legitimate reason to do so.

This does not remove professional obligations relating to animal welfare and emergency first aid.

16. Veterinary Diagnosis and Treatment

Veterinary medicine involves professional judgement and biological uncertainty.

We will provide our veterinary services with reasonable care and skill.

However, we cannot guarantee:

• a particular diagnosis;
• a particular treatment outcome;
• that treatment will succeed;
• that complications will not occur;
• that an animal will fully recover; or
• that further investigation or treatment will not become necessary.

Additional examinations, tests, imaging, monitoring or referral may sometimes be necessary.

17. Informed Consent

Acceptance of these Terms and Conditions does not constitute blanket consent to veterinary treatment.

We will seek appropriate consent before providing treatment or carrying out procedures, except where urgent treatment is reasonably necessary to protect an animal's welfare and obtaining consent is not reasonably practicable.

Depending upon the circumstances, the consent discussion may include:

• the proposed treatment or procedure;
• its purpose;
• reasonable alternatives;
• expected benefits;
• material risks;
• likely outcomes;
• consequences of declining treatment;
• referral options;
• expected costs;
• estimates or financial limits; and
• your questions or concerns.

Consent may be verbal, electronic or written depending upon the treatment and circumstances.

We may require a separate written or electronic consent form for significant procedures.

You may withdraw consent before treatment is carried out, although you remain responsible for charges reasonably incurred before consent is withdrawn.

18. Emergency Treatment

Where your animal requires urgent treatment, we will attempt to contact an authorised person where reasonably practicable.

If delaying treatment would materially affect the animal's welfare and consent cannot reasonably be obtained despite appropriate attempts, a veterinary surgeon may provide treatment they reasonably consider necessary to provide emergency first aid, relieve serious suffering or protect animal welfare.

19. Emergency and Out-of-Hours Care

Our normal operating hours are:

Weekdays: 8:30am - 6:30pm

Saturdays  : 9am - 4pm

Sundays : 9am - 3pm

Weekends/Bank Holidays: 9am - 3pm

Our arrangements for emergency and out-of-hours care is: Pennard Vets Sevenoaks.

Where we do not provide the required emergency care ourselves, clients will be directed to:

Pennard Vets Sevenoaks

26-28, Pembroke Road, 

Sevenoaks, Kent, 

TN13 1XR
01732452344

If your animal appears to require immediate emergency treatment, you should not delay seeking appropriate care while waiting for a routine mobile appointment.

20. Referrals and Second Opinions

You may seek a second opinion or move your animal's care to another veterinary provider.

Where we believe your animal requires facilities or expertise that we cannot provide, we may recommend referral.

This may include:

• hospitalisation;
• surgery;
• specialist care;
• advanced diagnostic imaging;
• intensive monitoring; or
• emergency hospital treatment.

Charges imposed by another veterinary provider are normally separate from our fees.

21. Estimates and Additional Costs

Where reasonably practicable, we will explain anticipated costs before treatment is provided.

An estimate is an indication of expected charges based on information available at the time and is not normally a fixed quotation unless expressly stated to be one.

Veterinary treatment can develop unexpectedly.

Where reasonably practicable, we will obtain your agreement before materially exceeding an estimate or carrying out significant additional treatment, investigations or procedures.

Different considerations may apply where urgent treatment is reasonably necessary to protect animal welfare and you cannot be contacted.

22. Payment When Booking

Unless we expressly agree otherwise, the full price of the veterinary service booked is payable when the appointment is made.

The payment secures the booking and is an advance payment for the veterinary service.

We do not normally require a separate deposit.

The amount taken when booking does not normally include the Zone 2 or Zone 3 travel fee.

23. Additional Charges During an Appointment

Additional services may be recommended during the appointment.

These may include:

• veterinary medicines;
• diagnostic tests;
• laboratory charges;
• additional procedures;
• treatment;
• certificates;
• consumables;
• cremation or aftercare; and
• other veterinary products or services.

Where reasonably practicable, we will explain the additional cost and obtain your agreement before providing the additional service.

Additional amounts, together with any applicable travel zone fee, will normally be payable at the end of the appointment.

24. Payment Methods

We accept: Visa and MasterCard, via contactless, Chip & PIN, Apple Pay and Google Pay.

Pet insurance arrangements do not normally affect your responsibility to pay us when charges become due.

25. Cancellation More Than 24 Hours Before an Appointment

If you cancel or rearrange an appointment more than 24 hours before the scheduled appointment time, no cancellation fee will normally apply.

The advance payment for services not provided will normally be refunded in full.

No Zone 2 or Zone 3 travel fee will apply.

26. Cancellation Less Than 24 Hours Before an Appointment

If you cancel or rearrange an appointment less than 24 hours before the scheduled appointment time, a late-cancellation fee of up to £35 will normally apply.

This reflects loss associated with professional appointment time reserved for you and our reduced opportunity to offer the appointment to another client.

Where you have already paid the service price:

• the applicable late-cancellation fee may be deducted from your payment; and
• the remaining balance will be refunded.

We will not charge for treatment, medicines or other clinical services that were not supplied merely because an appointment was cancelled.

No separate Zone 2 or Zone 3 travel fee will normally apply where the appointment is cancelled before we travel to the appointment.

27. Missed Appointments

A missed-appointment fee of up to £70 will normally apply where the appointment cannot take place because it has been missed without cancellation.

An appointment may be treated as missed where:

• nobody is available at the agreed location;
• we cannot reasonably gain access;
• the animal is not available;
• you fail to answer reasonable attempts to contact you;
• an incorrect address supplied by you prevents attendance; or
• you otherwise fail to make the booked appointment available.

The fee reflects professional time reserved for the appointment, travel and attendance time and our reduced opportunity to offer that appointment to another client.

Where the service has already been paid for, we may apply up to £70 of that payment towards the missed-appointment fee.

Any balance above the applicable missed-appointment fee will normally be refunded.

Where the prepaid amount is less than the applicable fee, we may request payment of the remaining amount properly due.

We will not charge both the late-cancellation fee and missed-appointment fee for the same appointment.

We will also not normally add a Zone 2 or Zone 3 travel fee to the missed-appointment fee.

28. Exceptional Cancellation Circumstances

We recognise that genuine emergencies and exceptional circumstances occur.

We may waive or reduce a late-cancellation or missed-appointment fee where it is reasonable to do so.

Nothing in our cancellation policy affects statutory cancellation or refund rights.

29. Animal Health Certificates and Pet Travel Services

We may provide Animal Health Certificates (“AHCs”) and other pet-travel documentation where professionally and legally appropriate.

AHC appointments may involve professional work before the physical appointment, including:

• reviewing vaccination records;
• checking rabies vaccination dates;
• checking microchip information;
• reviewing clinical records;
• checking travel information supplied by you;
• assessing eligibility;
• checking destination information;
• preparing documentation; and
• other work reasonably necessary for certification.

Because some professional work may already have been performed before the appointment, special cancellation arrangements apply to AHC bookings.

30. Cancellation of an Animal Health Certificate Appointment

If you cancel an AHC appointment more than 24 hours before the appointment, the ordinary late-cancellation fee will not normally apply.

However, where substantive professional or administrative work has already been completed specifically for your AHC, we may retain or charge a reasonable amount for the work actually performed.

We will not automatically retain the entire AHC price merely because preparatory work has begun.

If an AHC appointment is cancelled less than 24 hours beforehand, we may apply:

• the ordinary late-cancellation provisions; and
• a reasonable charge for separate AHC preparation work already completed,

provided that this does not compensate us twice for the same work or loss.

Where an AHC appointment is missed, the same principle applies.

Any unused balance of the advance payment remaining after legitimate charges are deducted will normally be refunded.

31. Your Responsibilities for Pet Travel

Pet travel requirements may depend upon destination, route, transport provider, animal and government rules.

You are responsible for:

• giving us the correct destination or destinations;
• giving us accurate travel dates;
• supplying accurate ownership information;
• providing accurate vaccination and identification information;
• providing documents we reasonably request;
• checking requirements imposed by your transport provider;
• checking relevant entry or transit requirements; and
• attending within required certification or treatment timescales.

We will take reasonable care when preparing documentation we have agreed to provide.

We cannot guarantee an animal will be permitted to travel where, for example:

• information provided to us is inaccurate or incomplete;
• travel plans change after certification;
• government requirements change;
• applicable requirements are not complied with;
• a carrier applies additional requirements; or
• other circumstances outside our reasonable control prevent travel.

Additional vaccines, treatments, tests or certificates will be charged separately unless expressly included.

32. Vaccinations

Vaccinations will only be administered where clinically appropriate.

We may recommend delaying or declining vaccination where, for example:

• the animal is unwell;
• previous adverse reactions require assessment;
• vaccination history is unclear;
• further information is needed; or
• another clinical reason makes vaccination inappropriate.

The consultation or examination component may remain chargeable where appropriate even if vaccination cannot safely be administered.

33. Microchipping

Where we provide microchipping, implantation will be carried out in accordance with applicable legal and professional requirements.

You are responsible for keeping information registered against the microchip accurate and current.

Where a third-party microchip database is used, that provider may apply its own terms.

34. Nail Clipping and Other Routine Procedures

Nail clipping and similar procedures will only be carried out where they can reasonably and safely be performed.

If an animal becomes excessively distressed, aggressive or difficult to restrain, we may stop the procedure.

Where appropriate, we may recommend another appointment, behavioural preparation, additional assistance, sedation or treatment elsewhere.

Where a procedure cannot be completed because of behaviour or safety concerns, some or all of the professional appointment charge may remain payable where veterinary time has reasonably been provided.

35. Veterinary Medicines and Prescriptions

Veterinary medicines will only be prescribed, supplied or administered where professionally and legally appropriate.

Prescription-only veterinary medicines may require:

• a physical examination;
• clinical reassessment;
• weight checks;
• blood tests; or
• other monitoring.

We may decline to prescribe or supply medication where doing so would be inconsistent with professional obligations, medicines legislation or animal welfare.

Where legally permitted, you may request a written prescription.

A prescription fee may apply.

36. Medicines Supplied by Us

You are responsible for:

• following medicine instructions;
• administering medicines correctly;
• storing them safely;
• keeping them away from children and other animals; and
• contacting us if you suspect an adverse reaction.

You must not give medication prescribed for one animal to another unless specifically instructed by a veterinary surgeon.

For safety and regulatory reasons, medicines that have left our control may not be suitable for resale or reuse.

37. Remote Advice and Telemedicine

Where clinically and professionally appropriate, we may provide advice remotely by telephone, video or another communication method.

Remote consultations have limitations because the veterinary professional cannot necessarily physically examine the animal.

We may require an in-person examination before diagnosing, prescribing or providing further treatment.

If your animal's condition deteriorates or appears urgent, you should seek appropriate in-person veterinary attention.

38. Diagnostic Samples and Laboratory Services

We may recommend the collection and analysis of samples such as blood, urine, faeces, cytology or tissue.

Some samples may be processed by independent laboratories.

Laboratory turnaround times are estimates.

No diagnostic test is perfectly accurate, and results must be interpreted alongside the animal's clinical condition.

Further testing may sometimes be necessary.

39. Procedures Performed at Home

A procedure will only be carried out at home where the veterinary professional considers the circumstances appropriate.

We may stop, modify or decline a procedure where:

• the environment is unsuitable;
• adequate restraint cannot be achieved;
• appropriate hygiene or sterility cannot reasonably be maintained;
• the animal's condition changes;
• complications arise;
• staff safety is compromised; or
• hospital facilities become necessary.

Where appropriate, we will discuss alternatives.

40. Home Euthanasia

We may provide euthanasia in an animal's home.

We aim to provide end-of-life care sensitively, with the animal's comfort and welfare as primary considerations.

Before euthanasia, the veterinary surgeon will normally discuss:

• the animal's condition;
• whether euthanasia is clinically appropriate;
• reasonable alternatives where relevant;
• what the procedure involves;
• sedation where appropriate;
• possible physical reactions;
• aftercare options; and
• expected costs.

Separate and specific consent to euthanasia will be obtained from a person whom we reasonably believe has authority to make that decision.

Acceptance of these Terms and Conditions is not consent to euthanasia.

41. Disputed Authority for Euthanasia

You must tell us before the appointment where there is a disagreement about ownership or authority to consent to euthanasia.

Where authority is materially disputed, we may decline to proceed until reasonably satisfied that valid consent can be given.

Different considerations may apply where serious animal-welfare concerns or other professional or legal obligations arise.

42. Euthanasia Aftercare

Aftercare options may include:

• communal cremation;
• individual cremation;
• return of ashes;
• lawful burial where appropriate; or
• other arrangements available at the time.

Additional charges may apply for cremation, transportation, ashes, urns, memorial items or other aftercare.

Some aftercare services may be provided by independent third parties.

Timescales for return of ashes or memorial products are estimates unless expressly guaranteed.

43. Pet Insurance

Pet insurance is a contract between you and your insurer.

We cannot guarantee that an insurer will reimburse a veterinary charge.

You are responsible for:

• checking your cover;
• understanding exclusions;
• understanding excesses and co-payments;
• complying with claim requirements; and
• paying charges not covered by your policy.

Unless we expressly agree to a direct claim arrangement, you remain responsible for paying us when charges become due.

A reasonable disclosed administrative fee may apply where we complete insurance documentation.

44. Practice Management Systems and Technology

We use electronic practice-management systems and other third-party technology providers to operate our veterinary service.

These systems may be used for purposes including:

• registering clients and animals;
• maintaining contact information;
• storing clinical and medical records;
• managing appointments;
• processing online bookings;
• processing and recording payments;
• issuing receipts and invoices;
• managing Pet Plans;
• sending appointment and service communications;
• maintaining consent records; and
• assisting with clinical documentation.

Personal information processed through these systems will be handled in accordance with our Privacy Notice and applicable data-protection law.

Some technology providers act on our behalf as data processors and may use approved sub-processors.

Further information is provided in our Privacy Notice.

45. Audio Recording and AI-Assisted Clinical Notes

We may use technology that allows a veterinary consultation to be audio recorded or transcribed for the purpose of helping the veterinary professional prepare accurate clinical notes.

Where used, the recording or transcript may be processed using artificial intelligence to assist in producing a draft summary or clinical note.

AI-assisted documentation is a clinical support tool only.

The veterinary surgeon or veterinary nurse remains professionally responsible for the clinical record and will review and, where necessary, correct or amend AI-generated information before relying upon it as part of the clinical record.

Artificial intelligence does not replace veterinary professional judgement and will not be relied upon as the sole basis for clinical decisions.

We will provide appropriate information about consultation recording and associated processing before recording takes place.

Where consent is relied upon, you will be given an appropriate opportunity to agree or decline.

Declining audio recording will not prevent you or your animal from receiving veterinary care from us.

Further information about recordings, AI-assisted note taking, storage, retention, third-party processing and your data-protection rights is contained in our Privacy Notice.

46. Pet Plans

We may offer Pet Plans that allow clients to spread the cost of specified routine and preventative veterinary care through monthly payments.

Each Pet Plan applies to one individually registered pet.

Pet Plan prices are stated:

per pet, per month, including VAT where applicable.

A Pet Plan is not pet insurance.

It does not generally cover unexpected illness, injury, emergency treatment, hospitalisation or other veterinary costs unless expressly stated as an included benefit.

47. Pet Plan Benefits

Benefits depend upon the particular Pet Plan selected and may include:

• routine health examinations;
• vaccinations;
• booster vaccinations;
• parasite prevention;
• flea and worm treatments;
• microchipping;
• nail clipping;
• selected consultations;
• discounts on specified veterinary services;
• preventative healthcare reminders; and
• other expressly stated benefits.

Only benefits specifically identified as included in your plan form part of the subscription.

Services outside the plan are charged separately.

Unless the particular Pet Plan expressly states otherwise, applicable Zone 2 and Zone 3 travel fees remain payable for home visits.

48. Separate Pet Plan for Each Pet

A separate Pet Plan is required for each pet.

Benefits allocated to one pet cannot normally:

• be transferred to another pet;
• be exchanged for cash;
• be resold; or
• be transferred to another person.

49. Pet Plan Minimum Term

Each Pet Plan has an initial minimum contractual term of 12 months.

The fact that a Pet Plan is priced and paid monthly does not make it a one-month contract.

Monthly payments are instalments under a 12-month agreement.

The minimum term, monthly price and principal benefits will be made clear before you subscribe.

The initial term begins on the date of first successful payment unless otherwise stated.

50. Pet Plan Monthly Payments

Pet Plan payments are collected monthly using the agreed payment method.

You are responsible for maintaining valid payment details.

If payment fails, we may:

• contact you;
• make a reasonable further attempt to collect payment;
• ask for an alternative payment method; and
• temporarily suspend non-essential plan benefits while payments remain outstanding.

If amounts remain outstanding after reasonable notice, we may terminate the Pet Plan and seek payment of sums properly due.

51. Clinical Suitability of Pet Plan Benefits

Membership of a Pet Plan does not override veterinary professional judgement.

Medicines, vaccines, parasite treatments and other veterinary services will only be provided where professionally and clinically appropriate.

Your pet may require an examination, reassessment, weight measurement, diagnostic testing or other monitoring before a benefit can be provided.

52. Pet Plan Automatic Renewal

At the end of the initial 12-month term, the Pet Plan will automatically renew for a further 12-month term unless you or we give notice to end it in accordance with these Terms.

The same arrangement applies at the end of subsequent 12-month terms.

The automatic-renewal arrangement will be brought clearly to your attention before you join the Pet Plan.

We will also provide reasonable advance notice before each renewal.

The renewal notice will normally tell you:

• the renewal date;
• that another 12-month term will begin unless you cancel;
• the monthly price applicable to the renewed term;
• any material change to plan benefits; and
• how to prevent renewal.

53. Giving Notice Not to Renew a Pet Plan

You may give one month's notice that you do not wish the Pet Plan to renew beyond the end of the current 12-month term.

You may therefore give notice during month 12 so that membership ends when the current term expires.

You do not need to wait until the current term has expired before telling us that you do not wish to renew.

We will make the cancellation process reasonably easy and accessible.

Nothing in this section restricts any statutory right to cancel.

54. Cancellation During a Current 12-Month Pet Plan Term

If you wish to end your Pet Plan before the end of a current 12-month contractual term, please contact us.

Where early termination is permitted and the value of benefits already supplied exceeds subscription payments already made, we may require payment of a reasonable balancing amount.

Any balancing amount will:

• relate to benefits actually supplied;
• take account of payments already made;
• exclude benefits not received;
• avoid duplicate recovery; and
• not operate simply as a penalty for cancellation.

The method used to calculate any balancing payment will be explained to you.

Any statutory cancellation right takes priority over this provision.

55. Death of a Pet on a Pet Plan

If a pet registered on a Pet Plan dies, please tell us as soon as reasonably practicable.

The Pet Plan will end and future monthly subscription payments will cease once cancellation is processed.

We will not impose an early-cancellation penalty solely because the registered pet has died.

Amounts properly due for products or services already supplied remain payable.

56. Rehoming or Change of Ownership

If a pet enrolled on a Pet Plan is permanently rehomed or ownership changes, please contact us.

Depending upon the circumstances, we may:

• cancel the existing plan;
• agree another appropriate arrangement; or
• allow the new owner to apply for a new Pet Plan.

A Pet Plan does not automatically transfer to a new owner.

57. Changes to Pet Plan Prices

We will not ordinarily increase the agreed monthly Pet Plan price during a current 12-month term.

We may change the monthly price when the plan renews.

The renewal price will be communicated before the renewed term begins.

If you do not wish to accept the renewal price, you may prevent renewal by giving notice in accordance with these Terms.

58. Changes to Pet Plan Benefits

Reasonable changes to Pet Plan benefits may occasionally be necessary because, for example:

• a medicine or product becomes unavailable;
• clinical guidance changes;
• legislation changes;
• professional requirements change;
• a supplier discontinues a product; or
• an equivalent clinical product or service becomes more appropriate.

Where practicable, we will give reasonable notice of material changes.

59. Pet Plan Promotions

We may occasionally offer introductory or promotional Pet Plan prices.

Any eligibility requirements, promotional period, discount and subsequent standard price will be explained before joining.

Unless expressly stated otherwise, promotions cannot:

• be exchanged for cash;
• be transferred;
• be combined with another promotion; or
• override clinical suitability requirements.

60. Statutory Pet Plan Cancellation and Renewal Rights

Nothing in these Terms removes or restricts statutory rights applicable to subscription agreements.

Where applicable law gives you a right to cancel:

• when initially subscribing;
• following renewal; or
• in another circumstance,

that statutory right takes priority over these Terms.

Where services or products have already been supplied during a statutory cancellation period at your request, we may charge only amounts permitted by law.

61. Consumer Cancellation Rights for Veterinary Appointments

Depending upon how and where a contract is entered into, statutory cancellation rights may apply.

Where you ask us to begin supplying a service during a statutory cancellation period, we may ask you expressly to request that performance begins during that period.

Where services have already been supplied at your request and you subsequently exercise a statutory cancellation right, you may be required to pay a proportionate amount for services already supplied where permitted by law.

Nothing in these Terms restricts a statutory cancellation right that cannot lawfully be excluded.

62. Clinical Records

We maintain clinical records in accordance with applicable professional and legal requirements.

Records may include:

• consultation notes;
• examination findings;
• diagnoses;
• test results;
• treatment information;
• medicines and prescriptions;
• estimates;
• consent records;
• correspondence;
• AI-assisted documentation that has been reviewed by an appropriate veterinary professional; and
• other information relating to your animal's care.

You may request relevant information or copies in accordance with applicable law and professional obligations.

63. Photographs, Video and Other Clinical Recordings

We may take photographs or other clinical recordings where reasonably necessary for diagnosis, treatment, documentation, referral or professional consultation.

Where material contains personal information, it will be handled in accordance with applicable data-protection requirements.

We will obtain any separate permission required before using identifiable material for advertising, marketing or social-media purposes.

Audio recording for AI-assisted clinical notes is dealt with separately in section 45.

64. Personal Data and Privacy

We process personal information in accordance with applicable UK data-protection law.

Our separate Privacy Notice explains:

• what personal information we collect;
• why we use it;
• our lawful bases for processing;
• how our practice-management system is used;
• relevant third-party processors and service providers;
• AI-assisted clinical documentation;
• audio recordings and transcripts where applicable;
• payment processing;
• who information may be shared with;
• international transfers where relevant;
• retention periods; and
• your data-protection rights.

Our Privacy Notice is available at our Privacy Notice page.

65. Communications

We may communicate with you by telephone, email, SMS, messaging service or another agreed method.

You are responsible for keeping your contact information current.

Non-urgent electronic communications may not be monitored continuously.

If your animal needs urgent veterinary assistance, you should contact an appropriate veterinary provider by telephone rather than relying on email or non-urgent messaging.

Marketing communications will be handled separately from necessary clinical and service communications in accordance with applicable law.

66. Client Responsibilities Following Treatment

You are responsible for following reasonable veterinary instructions.

This may include:

• administering medicines correctly;
• monitoring symptoms;
• restricting exercise;
• attending follow-up appointments;
• arranging recommended tests;
• following dietary advice; and
• seeking urgent attention if warning signs occur.

Where you decline recommended treatment or monitoring, we may record that advice was provided and declined.

67. Animal Welfare Concerns

Veterinary professionals have responsibilities concerning animal welfare.

Where serious concerns arise concerning neglect, mistreatment or welfare, there may be circumstances in which we consider disclosure of relevant information to an appropriate authority or animal-welfare organisation necessary or appropriate.

Any disclosure will be considered in accordance with applicable law and professional obligations.

68. Ending the Veterinary-Client Relationship

You may transfer your animal's care to another veterinary provider at any time.

We may decide that we are unable to continue providing routine services where there is a legitimate reason, including:

• threatening or abusive behaviour;
• a serious breakdown of trust;
• persistent non-payment of undisputed fees;
• repeated failure to comply with reasonable safety requirements; or
• circumstances making it professionally inappropriate to continue acting.

Where reasonably practicable, we will provide appropriate notice.

We will not seek to terminate the relationship in a manner that improperly jeopardises an animal requiring emergency first aid or urgent relief of suffering.

69. Overdue Payments

If an undisputed amount remains unpaid, we may take reasonable steps to recover it.

These may include:

• sending reminders;
• contacting you;
• suspending non-essential account benefits where appropriate; or
• referring the debt to a legitimate debt-recovery provider.

We may seek reasonable costs actually incurred in recovering an overdue debt where permitted by law.

We will not impose disproportionate penalties for late payment.

70. Third-Party Providers

We may use or recommend third-party providers including:

• veterinary practice-management and technology providers;
• payment processors;
• laboratories;
• crematoria;
• pharmacies;
• referral practices;
• specialist hospitals;
• couriers;
• microchip databases; and
• insurance administrators.

Where a third party contracts directly with you, its own terms may apply.

Nothing in this section excludes responsibility that the law places upon us for our own services.

71. Our Responsibility to You

We are responsible for providing our services with reasonable care and skill.

Nothing in these Terms excludes or restricts liability where doing so would be unlawful.

In particular, nothing excludes or restricts liability for:

• death or personal injury caused by negligence where liability cannot lawfully be excluded;
• fraud or fraudulent misrepresentation; or
• any other liability that cannot lawfully be excluded or limited.

An unsuccessful clinical outcome does not, by itself, establish that veterinary services were provided negligently.

We are not responsible for loss caused by materially inaccurate or incomplete information supplied to us to the extent that the loss was reasonably caused by that information.

72. Events Outside Our Reasonable Control

We are not responsible for delays or failure caused by circumstances outside our reasonable control where we have taken reasonable steps to minimise their impact.

Examples may include:

• extreme weather;
• road closures;
• severe traffic disruption;
• vehicle breakdown;
• major technology or communication failures;
• sudden staff illness;
• public emergencies; or
• other unforeseeable events.

This does not remove obligations that cannot lawfully or professionally be excluded.

73. Cancellation by Us

We may occasionally need to cancel or rearrange an appointment because of:

• an emergency involving another animal;
• staff illness;
• vehicle problems;
• severe weather;
• unsafe travel;
• staff-safety concerns; or
• circumstances outside our reasonable control.

We will take reasonable steps to notify you as soon as practicable.

Where we cancel before the booked service has been supplied, you may normally choose between:

• a full refund of the service payment; or
• applying the payment to a rearranged appointment.

No Zone 2 or Zone 3 travel fee will apply where we cancel before attending.

74. Complaints

We aim to resolve concerns promptly and fairly.

If you are unhappy with our service, please contact us at: complaints@buzzmobilevet.co.uk

Please provide enough information for us to investigate your concern.

We will investigate complaints in accordance with our complaints procedure.

Where a complaint cannot be resolved directly, we will provide information about any appropriate independent veterinary mediation, complaints or dispute-resolution route available at that time.

Nothing in this section prevents you from exercising statutory rights or remedies.

75. Changes to These Terms

We may update these Terms from time to time to reflect changes in:

• our services;
• business operations;
• legislation;
• professional standards;
• regulatory guidance; or
• administrative arrangements.

The version applying to an appointment will normally be the version made available when that service is booked.

We will not retrospectively alter an existing agreement in a way that unfairly removes rights already acquired.

Pet Plan changes are also subject to the specific Pet Plan provisions above.

76. Severability

If a court or other competent authority determines that part of these Terms is invalid, unlawful or unenforceable, the remaining provisions will continue to apply to the extent legally possible.

77. No Waiver

If we do not immediately enforce a right under these Terms, this does not necessarily mean that the right has been waived.

78. Third-Party Rights

Unless expressly stated otherwise, a person who is not a party to the contract has no right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

79. Governing Law and Courts

These Terms and our contract with you are governed by the law of England and Wales, subject to any mandatory consumer rights applicable to you.

If you live in England or Wales, proceedings may be brought in the courts of England and Wales.

If you live elsewhere in the United Kingdom, applicable consumer law may also give you rights to bring proceedings in your home jurisdiction.

80. Contact Details

If you have any questions about these Terms and Conditions, please contact:

Buzz Veterinary Ltd
Conan basepoint, 
Pine Grove Enterprise Centre, 
Pine Grove, 
Crowborough, 
TN6 1DH

https://buzzmobilevet.co.uk