Terms and Conditions

We, DNA Vetcare Ltd, aim to provide the highest standards of veterinary care. These are the terms on which we, DNA Vetcare Limited, trading as Online VetCare, supply veterinary services to you. These Terms and Conditions shall apply to all supplies of Veterinary Services.

Veterinary Services – Consultations
All consultations are by appointment only. If you need to cancel please, wherever possible, inform us at least 24 hours before your appointment time, if you wish to cancel, or reschedule your appointment. We reserve the rights to charge for missed appointments, or for appointments cancelled or changed at short notice.
Every effort is made to accommodate clients and to find available appointment slots. Our Veterinary Services are supplied during our normal business hours.
We shall ensure that our Veterinary Services are supplied by suitably qualified staff.
If necessary, a treatment plan will normally be agreed with you following an initial consultation. This treatment plan may include a referral to a nearby veterinary surgery.
We will provide veterinary services in accordance with reasonable standards denoted by the RCVS guidelines for the professional conduct of veterinary surgeons. All Veterinary Services shall be supplied in accordance with normal professional standards.

Our normal practice is for payment to be made in full at the time the Veterinary Services are supplied.
If you have any questions about the cost that will be incurred, you should consult the Veterinary Surgeon advising of your pet’s treatment for clarification.
Amounts not paid at the time of consultation may be referred to our accounts team or a debt collection agent.

Pet Insurance
Please note any contract of insurance is between you and your insurer. Please ensure that you refer to the terms and conditions of your insurance policy.

Data Protection
We use the personal information you provide to us to

  • provide you with Veterinary Services
  • process your payments for our Veterinary Services
  • inform you about the services that we provide
  • you may stop receiving these at any time by contacting us

To provide our veterinary services, we use selected third parties to process your data. More information about third party processing can be requested by emailing clientcare@onlinevetcare.co.uk.

Complaints It is our intention that all our clients should be satisfied with the Veterinary Services supplied. If you are dissatisfied with any aspect of our Veterinary Services please in the first instance put your complaint in writing and send to clientcare@onlinevetcare.co.uk. We aim to resolve your complaint within 14 days of receipt.