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Terms & Conditions

Terms & Conditions (Online consultation service)

Thank you for your interest in Vet on the Net, the trading name of VetMedics Ltd; registered in England and Wales under company number 12779198, registered office address: 7 Princes Square, Harrogate, England, HG1 1ND. Our VAT number is 355006816.

Please read the following terms and conditions carefully. By accessing and using this website and/or placing an order you are agreeing to be bound to the terms & conditions as stated below. VetMedics Ltd reserves the right to modify these terms and add new terms with immediate effect.

Vet on the Net provides an online pharmacy and online telemedicine advice and support service. The appointments are provided to registered users via a video call (through Provet, our Practice Management Software, which allows us to record patient information) with a fully qualified and experienced veterinary surgeon.

We cannot be the primary healthcare provider for your pet as we are unable to perform a physical examination in person. For this reason, we are unable to make a diagnosis. As a team of experienced vets, we are able to discuss possible underlying issues and will devise a plan for your pet’s care with you. This may involve needing to see your vet. Vet on the Net is an additional service to in-person veterinary care and can provide excellent support to you and your pet. If while waiting for your appointment or after you have spoken to one of our vets there is a change in your pet’s condition, please book another appointment with Vet on the Net or, if you are concerned about your pet deteriorating, contact your registered vet or an emergency vet, if required.

It remains your responsibility to determine if a condition is an emergency which requires immediate attention by your registered veterinary surgeon.

Your details

It is important that we keep details for you and your pet up to date and these should be checked prior to each consultation. This includes your email and phone number so we can contact you when required. You are responsible for keeping this information up to date and can inform us of any changes by emailing patient@vetonthenet.com. We may contact you to share promotions that may be of interest to you. If you request that we do not do this, then this will cease with immediate effect.

We will share the information taken during a consult with your registered veterinary clinic where this is needed.

Feedback and complaints

Queries, comments and complaints are always seen as an opportunity to learn and improve our services and as such are welcomed. These can be made by phoning the team on 0333 242 0598, in writing to patient@vetonthenet.com or Pharmacy Team, Oakwood Pines Business Park, The Pines, Fountains Road, Harrogate, HG3 3BF. 

Service fees

You can find the full pricing for our services on our site. These fees are updated from time to time. 

You may cancel an appointment free of charge if it is cancelled up to 60 minutes prior to an appointment. Any cancellations made after this time will incur the full charge.

You must be 18 years old to agree to these terms.

Site accessibility

VetMedics Ltd will always endeavour to make the website accessible and functional at all times but from time to time there will be planned maintenance and very occasionally there may be circumstances beyond our control that mean the site cannot be accessed.

VetMedics Ltd reserves the right to terminate accounts, withdraw permission to access the website, remove or edit content and cancel orders at our discretion, at any time.

If you wish to stop using our service, we will only hold information such as is needed by any relevant laws.

Links to other websites

Vet on the Net may contain links or references to or from other websites and other sources of information. VetMedics Ltd has no control over these and as such accepts no responsibility or liability for their content. The links are not an endorsement.

Intellectual Property

All rights, including copyright, in the content of these web pages are owned or controlled by VetMedics Ltd. You may not copy, share, download, store (in any medium), transmit, show in public or adapt any content found on these web pages without the prior written consent of VetMedics Ltd.

The intellectual property rights for any videos or photos you share with us as part of the consultation process belong to you. The veterinary team have the right to use these images and videos to enable us to offer the best service to you. We may need to pass these photos on to your registered veterinary surgeon to facilitate the referral to them, where required. 

Limitations of the service provided

Vet on the Net is not responsible for the veterinary surgeon’s treatment advice, whether that be provided during a video appointment, phone call or in writing via email or, less commonly, post. We are not liable for malpractice with regards to the advice given by the veterinary surgeon. 

If you consider that the veterinary surgeon has committed malpractice during your exchanges then you may contact the Royal College of Veterinary Surgeons https://www.rcvs.org.uk/concerns/ 

We are unable to prescribe POM-V medications during consultation. We can arrange for delivery of POM-V medications if provided with a written prescription from your veterinary surgeon. This will need to be emailed to us or, if going through the pharmacy, uploaded before checkout.

We make every effort to keep the provision of our services running smoothly. If it is delayed by an event outside of our control, we will update you as soon as is practical. If we follow these steps to minimise delay and keep you updated, we will not be liable for any delay caused. In the event of a substantial delay, you may cancel your contract with us and receive a refund for services that you have paid for but that remain unfulfilled.

Legal information

If at any stage a court states that a part of this contract is illegal, the rest of the contract will remain in place. This is because each part of the contract is separate.

If there is a delay in the contract being enforced, either a part or as a whole, it can be still be enforced at a later date.

All contracts are deemed to be made in England and governed by English law. 

These terms were created on the 5th November 2020 and will be reviewed at regular intervals.