Practice terms
Last Updated: 2026-10-16
1. About us and these Terms
1.1 We are Eve Animal Care Ltd (trading as Hello Vet) (“we”, “us” or “our”), a company registered in England and Wales with registered number 14865595 and whose registered address is 3rd Floor 1 Ashley Road, Altrincham, Cheshire, United Kingdom, WA14 2DT. Our registered VAT number is GB449225383.
1.2 We aim to provide the highest standards of veterinary care for all your pets registered with us. Your registration with one of our practices confirms your acknowledgement and acceptance of these terms and conditions ("Terms”), at which point a contract will exist between you and us. By registering with one of our practices you confirm that you are 18 years old or older. Persons
under the age of 18 should request their parent or guardian obtain our veterinary services on
their behalf.
1.3 Some of the Terms may not be relevant to your case, and we are always happy to provide you with further explanations or clarifications if required.
1.4 To find out how we process your personal data, please refer to our privacy policy available at https://www.hellovet.co.uk/privacy-policy.
1.5 You can contact us at hello@hellovet.co.uk.
2. Our Practices and Veterinary Services
2.1 Our practices’ opening times can be found by searching for your local practice on our website.
2.2 Our team of Veterinary Surgeons and Registered Veterinary Nurses are fully qualified and
regulated by the RCVS (Royal College of Veterinary Surgeons) and act in accordance with its
codes of conduct and the Animal Welfare Act 2006. We may, from time to time, have veterinary
students also involved in the care of your pet but this will always be supervised by a qualified
veterinary surgeon or veterinary nurse (as appropriate). During your pet's stay with us, our goal is to maintain a high level of care in accordance with RCVS guidelines.
2.3 We recognise that there may be emergency situations where obtaining written consent may not be feasible. In some urgent cases, we may accept verbal instructions instead of a third-party
consent form, but this will be determined at the discretion of the individual practice, and we
cannot guarantee the acceptance of verbal instructions. In some emergency situations where
an animal is experiencing acute pain or suffering, our clinical team reserves the right to administer immediate pain relief, emergency stabilisation, or humane euthanasia based on their
professional judgment, even if prior consent cannot be secured.
2.4 If your pet is left in our care and is not collected within 7 days following the agreed discharge date (or after treatment has concluded), and we are unable to contact you despite reasonable efforts, we reserve the right to transfer your pet to an animal welfare charity or rehoming organisation. You will remain fully liable for all boarding, medical, and transfer costs incurred.
3. Use of Products
You acknowledge and agree that all products (including medication) are only for domestic and private use. All products supplied by us should be used strictly in accordance with the instructions provided with them, or as directed verbally or in writing by our veterinary surgeon or another member of our staff who has supplied the product. If you have any questions or concerns regarding the proper use of any product, it is advisable to seek clarification from our veterinary surgeon or relevant clinical staff.
4. Prescriptions
You can request written prescriptions from the practice, but please note that charges will be associated with prescriptions, including repeat prescriptions, and any assessments needed when re-evaluating your pet for a new or repeat prescription. The specific fees will be communicated by the practice. When asking for a repeat prescription, it's essential to provide the practice with reasonable advance notice; for specific details, please consult the practice directly. The fee for this service covers the professional service of your vet in authorising appropriate medications, dosing advice and maintaining the required accurate pharmacy records for your animal.
5. Ownership of Records
5.1 All case records, including items such as clinical notes, laboratory records, radiographs, and similar documents, are owned by us and will be retained by the practice. Part of the fees you are charged will cover the interpretation of radiographs or laboratory reports. When another veterinary surgeon assumes care of your pet, a summary of the medical history will be shared with them.
5.2 If you would like to obtain a copy of your pet's case records or radiographs, we can provide these free of charge in accordance with data protection laws.
6. Referrals and Second Opinions
If your veterinarian suggests that your pet should be seen at a referral centre or another veterinary practice, or if you decide to seek a second opinion, we will require your consent before releasing your pet's clinical records to the new hospital or practice. This helps ensure a seamless transition in your pet's veterinary care.
7. Out of Hours Emergency Services
7.1 In cases where we cannot offer 24-hour care at our practice, we have arrangements in place with a third-party emergency care provider to ensure your pet receives assistance outside our regular opening hours. You can find the contact information for this out-of-hours care provider on your local practice's webpage on our website.
7.2 If your pet receives care from a third-party provider, whether they operate from one of our facilities or elsewhere, all associated fees must be paid directly to the provider or hospital offering the services.
7.3 It's important to be aware that if your pet needs to be transported from our local practice to an out-of-hours provider for overnight care, you will be responsible for arranging and covering the costs of such transportation unless alternative arrangements have been agreed upon with your local practice.
8. Availability of reminders and app records
8.1 We will make every effort to send you notifications, reminders, and helpful advice to assist you in keeping track of your pets' healthcare appointments and important dates. However, it is ultimately your responsibility to ensure that your pet's healthcare is consistently maintained, including scheduling necessary health checks and appointments. We cannot be held responsible for any loss or the inability to receive or access such reminders, nor can we be held accountable if your pet's routine healthcare becomes overdue, which encompasses but is not limited to health checkups, vaccinations, dental care, and parasite treatments.
8.2 Reminders are provided as a complimentary service to our clients. We accept no liability for any loss, damages or costs which may result from the failure of a client to receive a reminder.
9. Estimates
9.1 We will always endeavour to be as open and transparent about cost estimates and will discuss any treatment plans with you and gain your acceptance before treatment commences. However, in emergency situations, our veterinary professionals may administer necessary services without prior agreement on a treatment plan or cost, based on their professional judgement.
9.2 Please note that any estimate provided can be subject to change due to changes in a patient’s condition. We will endeavour to keep you updated about any changes as soon as possible and discuss changes in treatment plans and associated estimates.
10. Fees
10.1 Our charges for professional services, advice, and products (including medication) include value added tax (VAT) at the applicable rate. Our fees are determined based on the amount of time and complexity involved in handling a case, in addition to the cost of medicines, consumables, and materials used. We provide a breakdown of fees for each treatment so that you can review them in detail. It's important to note that you are responsible for all fees associated with diagnosing and treating your pet, even if someone else, such as a family member or friend, brings your pet to us on your behalf.
10.2 We reserve the right to charge a cancellation fee if you miss or cancel an appointment without sufficient notice. This will be applied to your account and will be due immediately. We reserve the right to waive the cancellation fee in our sole discretion if there are exceptional circumstances.
11. Payment
11.1 We ask that you settle your accounts at the end of the consultation or treatment, or before your pet is discharged. If we supply medication and other products, you must pay when you collect the medication and products. You make payment to us by using a credit or debit card or by payment link. In certain cases, we may request, at our discretion, that an estimated cost be paid by you by way of a deposit at the time your visit is booked or at the time your pet is admitted to our clinic, particularly for procedures or hospitalisation.
11.2 If an account is not settled by the due date, we reserve the right to charge interest on the overdue balance at a rate of 3% above the Bank of England base rate from time to time, accruing daily from the due date until the date of actual payment. If your account remains unpaid after reasonable reminders, we reserve the right to pass the debt to a third-party debt collection agency or initiate legal proceedings. You agree to reimburse us for any reasonable administrative costs, collection agency fees, or legal expenses incurred in recovering the overdue balance.
11.3 Where more than one person registers a pet, brings the pet to our practice, or authorises treatment on behalf of an owner, all such individuals shall be jointly and severally liable for all fees and charges incurred. This means we can pursue any one of those individuals for the full outstanding balance.
12. Pet Health Insurance
12. 1Pets can unexpectedly fall ill or get injured, which is why we strongly support the principle of insuring your animal against unexpected illness or accidents. For some insurers and in some instances, we are able to submit claims directly to your insurer and in other instances you will have to deal with your insurer directly. Where we submit claims directly to your insurer on your behalf, you remain ultimately responsible for your account. If your insurer fails to settle the claim within 60 days of submission, or declines the claim, the outstanding balance will immediately become payable by you. It's important to note that unless we make written arrangements stating otherwise, you are responsible for paying your veterinary bills and then seeking reimbursement from your insurance company. Your insurer may also require you to pay an excess fee and in some cases may not cover a particular line of treatment.
13. Liability and Disclaimers
13.1 As a consumer, you have certain rights under law and nothing in these Terms can, or is intended to, limit or remove these rights. We do not exclude or limit our responsibility to you for loss or damage where it would be unlawful to do so, including for faulty or misdescribed products or services, fraud, or for death or personal injury to people caused by our negligence. If you would like more information about your legal rights, contact your local authority Trading Standards Department or Citizens Advice. Your legal rights apply irrespective of anything stated in these Terms. We exclude any warranties, express or implied, to the extent we are allowed to under law.
13.2 If any product provided by our practices is not of satisfactory quality, is not fit for purpose or does not match its description, you have statutory rights under the Consumer Rights Act 2015. You may contact us within 30 days of delivery for a repair, replacement or refund where appropriate, subject to statutory exceptions for certain perishable goods or opened medications. We will not be liable if you use products other than in accordance with their instructions or as directed by our veterinary surgeons or relevant clinical staff at the practice.
13.3 In no event will we be liable for any indirect or consequential loss. We are also not responsible for any losses resulting from you failing to act in accordance with the instructions of us or our veterinary surgeons or relevant clinical staff at the practice. Reminders are provided as a complimentary service to our clients. We accept no liability for any loss, damages or costs which may result from the failure of a client to receive a reminder.
13.4 Subject to the above exceptions, in no event will our liability to you in connection with our products or services exceed: (a) if the supply of the products or services giving rise to the claim is covered by our public liability or professional indemnity insurance, the limit of that insurance for each claim or series of connected claims; and (b) if the supply of those goods or services is not covered by our public liability or professional indemnity insurance, the value of the total fees paid or payable by you for the products or services to which the claim relates.
13.5 We reserve the right to refuse treatment or withdraw veterinary services (except in emergency situations to alleviate immediate suffering) if: (a) you behave in a threatening, abusive, or violent manner toward our staff; (b) there is a breakdown in the professional relationship due to a lack of trust or communication; or (c) you persistently fail to settle accounts or follow clinical treatment plans. In non-emergency cases of withdrawal, we will give you reasonable notice to transfer your pet’s care to another practice.
14. Membership
From time to time we may offer products and services on a membership basis. The terms and conditions of these products and services are covered separately and may be found here: https://www.hellovet.co.uk/membership-terms-and-conditions.
15. General
15.1 We strive to provide excellent care, but if you are unhappy with our service, please contact us at hello@hellovet.co.uk so we can investigate the matter. We operate a formal complaints policy designed to resolve issues promptly and fairly.
15.2 These Terms and any disputes arising out of or in connection with them (including non-contractual disputes) are governed by English law. You can bring legal proceedings against us in the English courts.
15.3 These Terms form a contract directly between you and us. No other person has any rights to enforce any of its terms.
15.4 These Terms and the documents referred to within them, which are incorporated by reference, form the entire agreement between you and us with respect to the products and services.
15.5 The failure by us to exercise or enforce any right or provision of these Terms will not be considered a waiver of such right or provision.
15.6 We will not be liable under these Terms for any failure or delay in the performance of our obligations due to causes beyond our reasonable control, including, without limitation, earthquake, flood, or other natural disaster, fire or explosion, act of God or unusually severe weather, labour controversy, civil disturbance, terrorism, war (whether or not officially declared), pandemic or epidemic (including Covid-19) and any connected measures, actions or restrictions, or the inability to obtain sufficient supplies, transportation, or other essential commodity or service required in the conduct of our business, internet or other system or network outages, or any change in or the adoption of any law, regulation, judgment or decree.
15.7 We may assign, transfer, or sub-contract our rights and obligations under these Terms to another entity—for example, in the event of a business merger, acquisition, or sale. We will notify you in writing if this occurs, and we will ensure that any transfer does not adversely affect your statutory rights under this contract. You may not transfer, assign, or delegate any of your rights or obligations under these Terms to any other person without our prior written consent.
15.8 Each paragraph and provision of these Terms operates independently. If any court or competent regulatory authority decides that any provision is unlawful, invalid, or unenforceable, the remaining paragraphs and provisions will remain in full force and effect.
15.9 If we delay in taking steps against you for a breach of these Terms, or if we fail to immediately insist that you comply with any obligation, it does not mean we have waived our rights or prevent us from taking action against you at a later date. For example, if you miss a payment and we do not chase you immediately while continuing to provide services, we retain the full right to require you to settle that payment at a later time.
15.10 In the event there is a conflict between these Terms and any additional terms that we agree in writing with you, these Terms will control.