Terms of Service
1. Getting Started
1.1 Introduction
We are Virtue PetCo Limited (“we”, “us”, “our”, or “ours”), a limited company registered in England and Wales. Our company registration number is 15720054, and our registered office is at 17 Nottingham Street, 2nd Floor East, London, England W1U 5EW.
We help pet owners (“you” or “your”) seeking veterinary services for their pet (“pet” or “animal”). We believe in building real, lasting relationships with the pets and families we care for, guided by evidence-based medicine and an investment in our people. Please read these terms of service (“terms”) before seeking treatment or purchasing any products or services from us.
When you register on our website or when you book an appointment at any of our clinics, we will ask you to confirm your agreement with these terms. Once agreed, they will form the contract between us (the “contract”) and will apply to all future goods and services you purchase from us.
1.2 Our Promise to You
These terms set out our legal agreement, but we also want to be clear about what you can expect from us. We promise to:
• Treat your pet as if they were our own
• Be open and transparent about costs
• Explain your options clearly and honestly
• Recommend only what we believe is in your pet’s best interests
• Listen carefully and answer your questions
• Continuously aim to improve the care and experience we provide
• Offer trusted advice, education and guidance to help support your pet’s health between visits
These commitments reflect the values we bring to every interaction. They sit alongside the specific legal terms set out in this document, including the standard of care described in clause 11.2.
1.3 What these terms cover
These terms outline how we provide goods, services, and digital content to you in our clinics and on our website. This includes:
• Registration and Membership
• Our Services
• Consultations
• Medication and Prescriptions
• Product Orders
• Payment, Fees and Insurance
• Promotions
• Ownership of Clinical Records
• Your Responsibilities
• Your Rights and Our Liability
• Privacy
• Feedback, Questions and Complaints
• Other Important Terms
1.4 Updates to these terms
We may occasionally update these terms. When we do, we will inform you in advance.
1.5 Other terms that may apply
This contract contains our general terms. Additional specific terms may apply to Membership Plans, competitions, and other services we offer. The following policies also form part of these terms:
1.6 Questions about this agreement?
If you have any questions, please contact us at hello@virtuevets.com.
2. Registration and Membership
2.1 Registration
To access our services, you will need to register with us. As part of registration, you will be asked to provide information about yourself and your pet, including current health and past medical history. This helps our Veterinary Surgeons and Veterinary Nurses (“Veterinary Practitioners”) prepare for your first consultation.
2.2 Maintaining accurate registration details
Please ensure your contact information is kept up to date and notify us of any changes. Your personal information will be handled in accordance with our Privacy Policy.
2.3 Membership Types
You can access our services on a Pay-As-You-Go basis or through one of our membership plans (currently Basic, Premium and Luxe). Membership plans are not pet insurance and do not replace the need for it. If you join a plan, your membership is governed by our Membership Terms and Conditions, available at https://www.virtuevets.com/terms-conditions and provided to you before you join. If those terms conflict with these Terms of Service on any matter relating to your membership, the Membership Terms and Conditions apply. For membership enquiries or cancellations, contact hello@virtuevets.com or 020 3011 1032.
3. Our Services
3.1 Veterinary Services
We will carry out veterinary services within a timeframe agreed between us, or within a reasonable time if none is specified. Services may be affected by events beyond our reasonable control, which may cause delays.
3.2 Transparent Pricing
We aim to provide as much pricing transparency as possible in advance. Please note that costs may vary depending on your pet’s size, the complexity of the procedure, and any unforeseen circumstances.
3.3 Our Veterinary Practitioners
Our Veterinary Surgeons and Veterinary Nurses are registered with the Royal College of Veterinary Surgeons (RCVS) and adhere to all continuing professional development (CPD) requirements and those set out by the Royal College of Veterinary Surgeons.
We are committed to safe and ethical prescribing, including the following:
• We will only prescribe medicine or treatment when we have adequate knowledge of your pet’s health and are satisfied it serves your pet’s needs.
• Remote prescribing will only be performed in accordance with RCVS rules. In-person reviews for repeat prescriptions will occur at least every six months for most medications.
• We will only prescribe medicine considered effective based on available evidence and the veterinary prescribing cascade.
• We will check that any treatment is compatible with other treatments your pet is receiving. Please inform us of any medications your pet is currently taking.
• In some cases, we may not prescribe any medication if we do not believe it is appropriate for your pet.
Our practitioners will always work in accordance with relevant regulations, laws, and the RCVS guide to professional conduct, and may refuse treatment if they cannot be satisfied that these conditions are being met.
3.4 Out of Hours and Emergencies
Outside our normal opening hours, emergency care for your pet may be provided by us or by a separate out-of-hours provider, depending on your practice. The arrangements for each of our practices, including the provider’s name, location and contact details, are set out at https://www.virtuevets.com/ooh and are available from your practice on request.
Where emergency care is provided by a separate provider, that care is subject to the provider’s own terms and fees, which may be higher than our standard fees and may be payable at the time of treatment. Your pet’s membership plan, if you have one, does not cover out-of-hours care unless your plan says otherwise.
If you think your pet needs emergency treatment, please call your practice on its usual number. Outside opening hours, you will be directed to the right service.
3.5 Overnight Care
If your pet requires an overnight stay, we will discuss this with you in advance, including monitoring requirements, pain relief, costs, and other medical needs. If we cannot provide this service ourselves, we will ensure a third-party provider can.
3.6 Referrals and Second Opinions
We may refer your pet to another veterinary surgeon where specialist knowledge or facilities are required. We do not charge a routine referral fee, though the receiving vet will charge directly for their services. In cases of emergency referral, an additional fee may apply; details of this charge can be found in our current fee schedule. With your permission, we will promptly forward all relevant clinical records.
3.7 Guidance Content
Any guidance content we provide, whether on our website, social media, or in our clinics, is for information purposes only and should not replace professional veterinary advice. Always consult our practitioners if you have concerns about your pet.
You acknowledge and accept that:
• We may update, change, or remove guidance content at any time.
• Guidance is provided in good faith, but we make no guarantee as to its accuracy or completeness.
• Your pet is unique; please seek independent advice from our practitioners if you are unsure about any guidance content.
3.8 Consent
Written consent is required for all procedures involving admission to our clinics. We will always endeavour to discuss any changes before proceeding.
Consent is required for:
• Procedures, anaesthesia, and sedation.
• Cascade and off-licence medication.
• Euthanasia.
• Student involvement – you may opt out at any time.
3.8.1 Emergency Consent
You agree that, in an emergency situation where your pet requires immediate treatment to protect their welfare and it is not reasonably possible to obtain your prior consent, we may administer emergency treatment based on our professional clinical judgement and in the best interests of your pet.
Where possible, we will discuss treatment options, estimated costs, emergency consultation fees, hospitalisation charges, CPR fees, and any associated emergency care costs with you before treatment is carried out. However, in urgent circumstances, this may not always be possible prior to treatment commencing.
If cardiopulmonary resuscitation (CPR) or other life-saving emergency procedures are required, additional fees may apply depending on the treatment provided and the clinical circumstances. By presenting your pet for emergency treatment, you acknowledge and accept responsibility for all reasonable emergency and critical care charges incurred.
3.8.2 Social Media & Photography Consent
We may occasionally photograph or film pets and their owners during clinic visits or events for use on our website, social media channels, and other marketing materials.
We will always ask for your explicit consent before doing so.
This includes any photography, filming, or live streaming of treatment or procedures being carried out on your pet. Consent for this will always be sought separately and explicitly, regardless of any general consent given elsewhere.
Where photography or filming is planned, such as events, open days, or promotional shoots, we will ask you to complete a Photography & Social Media Consent Form before participation. This form outlines how your images or footage may be used and the channels on which they may appear.
You may withdraw your consent at any time by contacting us at hello@virtuevets.com. Upon withdrawal, we will remove any identifiable images or footage from our channels within a reasonable timeframe, where technically possible.
We will never publish images or footage of your pet or personal information without your prior consent.
4. Consultations
4.1 Booking a Consultation
You may book an in-clinic consultation by phone, on WhatsApp, or through our website. We will do our best to meet specific time and date requests, though appointments are subject to availability and discretion. We will confirm your booking by email. We cannot guarantee the availability of any practitioner at any given time.
4.2 Consultation Types
If you are unsure which consultation type to book, please contact us before confirming. If a consultation runs longer than the booked slot, we reserve the right to adjust the fee accordingly.
4.3 Consultation Fees
Fees vary depending on appointment type and duration and will be made clear in advance. Unless stated, consultation fees cover the consultation only; additional medication or services will incur further charges.
4.4 Treatment Plans
A treatment plan will normally be agreed following an initial consultation and in advance of further treatment. In an emergency, we may provide services as reasonably necessary without an agreed plan.
4.5 Further Investigations
It may be necessary to advise further investigations or tests, for which additional charges apply. You are not obliged to proceed with any recommended investigation, but if you choose not to, we will not be responsible for any consequences that result from that decision.
4.6 Cancellations, Rescheduling and Missed Appointments
4.6.1 Cancellations
You may cancel or reschedule your appointment free of charge by giving us at least 48 hours’ notice. If you cancel or reschedule with less than 48 hours’ notice, or do not attend your appointment, a charge may apply. The amount will depend on the appointment type, the clinician time allocated, any preparation already undertaken and whether we are able to fill the slot, and may be up to 100% of the appointment fee. Any charge will be added to your account, and we will let you know before we do. It must be paid before or at your next appointment.
We may waive this charge at our discretion, for example where the appointment is no longer needed because your pet’s condition has improved, or in other reasonable circumstances such as a genuine emergency.
Some appointments, including surgical procedures, diagnostics, hydrotherapy, physiotherapy, hospitalisation and travel documentation, require a deposit at the time of booking. The terms for these are set out in clause 7.2.1.
4.6.2 If we need to cancel or reschedule
Occasionally we may need to cancel or reschedule your appointment, for example because of clinician illness, an emergency or circumstances beyond our control. If this happens, we will:
let you know as soon as possible, by phone, email or WhatsApp;
offer you the earliest available alternative appointment, which may be with another Veterinary Practitioner or at another of our practices; and
refund any deposit or payment you have made for that appointment in full, or carry it over to your new appointment if you prefer.
We will never charge you a cancellation fee when we cancel. If your pet’s condition is urgent, we will prioritise rebooking or help you arrange care elsewhere, including referral if needed.
4.7 Lateness
If you arrive more than 10 minutes late for your appointment, we may be unable to accommodate you, and your appointment may need to be rescheduled. Practitioners are not obliged to proceed with an appointment if a client arrives late. If we are unable to see you because of late arrival, this may be treated as a missed appointment under clause 4.6.1.
If we are running more than 30 minutes late for your appointment, we will offer you the choice of waiting, rebooking at no charge, or a full refund of any payment made for that appointment.
4.8 Consultation Recording
4.8.1 AI Note-Taking
For clinical record-keeping purposes, consultations may be transcribed using AI technology to generate written clinical notes. This allows our practitioners to spend less time typing and more time listening and focusing on you and your pet during the appointment.
Only the written notes are stored in your pet’s record (audio is not kept), and every AI-generated note is reviewed by your Veterinary Practitioner before it’s added to your pet’s file. Your data is handled securely and in accordance with our Privacy Policy.
If you would prefer us not to use AI note-taking, please let our reception team or your Veterinary Practitioner know at any time, and this will not affect your pet’s care.
4.8.2 Prohibition on Customer Recording
The use of any recording or imaging devices by clients in our clinics or during appointments is strictly prohibited without our written consent. We reserve the right to terminate your agreement and take legal action against any individual who covertly records or publishes such material on social media or any other platform.
5. Medication and Prescriptions
All medication prescribed by our vets is dispensed directly from our clinics in accordance with RCVS and Veterinary Medicines Directorate guidelines. All Prescription Only Medication (POM-V) is dispensed under the authority of the treating veterinary surgeon.
We reserve the right to refuse to dispense any medication or complete a written prescription where, in the professional judgement of the treating veterinary surgeon, it is not appropriate to do so. This may include circumstances where: the animal has not been examined within a clinically appropriate timeframe; the medication requested is not considered suitable for the animal’s condition; the animal is not currently under our care; or there are concerns regarding the safe or appropriate use of the medication. Where a prescription is refused, we will issue a full refund for that product.
5.1 Written Prescriptions
Prescriptions are available from our practices. You may obtain Prescription Only Medicines, category V (POM-Vs) from your veterinary surgeon. Alternatively, you may request a written prescription and obtain these medicines from another veterinary surgeon or pharmacy. Our veterinary surgeons may only prescribe POM-Vs for animals under their care. A written prescription may not be appropriate if your animal is an in-patient or if immediate treatment is required.
It is an offence to alter a prescription without authorisation. Any misuse of a prescription will be reported to the Veterinary Medicines Directorate and may result in the termination of your contract with us.
Our general policy is to reassess every 3-6 months for any animal requiring repeat prescriptions, though this frequency may vary depending on individual circumstances and the treating veterinary surgeon’s opinion. The charge for a re-examination for this purpose is the prevailing consultation fee. You will be informed of the price of any medicine prescribed for your animal. There is a charge for providing written prescriptions; please refer to our website for details.
5.2 Repeat Prescriptions
We offer a repeat prescription service for pets on long-term medication. In line with RCVS best practice, your pet must be examined at least every six months and any recommended monitoring tests completed.
5.3 Posted Medication
Medication dispatched to clients will be sent via recorded delivery and is subject to postage and packaging charges. If your parcel is lost or damaged in transit, please contact us and we will replace it or refund you. Medication availability is subject to clinic capacity and may vary.
6. Product Orders
An order placed by you constitutes an offer to purchase at the price displayed at the time of ordering. We reserve the right to decline any order, including where a pricing error has occurred, a product is unavailable, or the quantity ordered is deemed unusual.
Prices and product availability are subject to change without notice. Where we are unable to fulfil an order, we will notify you promptly and issue a full refund if payment has been taken. Where a product substitution is required, we will notify you in advance; you retain the right to decline the substitute and receive a full refund.
7. Payment, Fees and Insurance
7.1 Fees for Membership
Membership fees are available on our website and are automatically charged to your registered payment method. Your membership will auto-renew annually until cancelled by you or terminated by us. To stop auto-renewal, please notify us at hello@virtuevets.com at least 30 days before your renewal date.
7.2 Fees for Services
Fees will be estimated in advance where possible. If our estimate is likely to be exceeded once services have begun, we will agree on a revised estimate before continuing. All fees are in pounds sterling and include VAT at the applicable rate.
In emergency circumstances, we may provide services without an agreed estimate. You will still be required to pay, but we will ensure charges are reasonable.
7.2.1 Deposits for Procedures, Hospitalisation and Travel Documentation
The following deposits are required at the time of booking:
Surgical procedures, diagnostic workups and hospitalisation: 50% of the estimated cost
Physiotherapy and hydrotherapy: £50 per appointment
Travel documentation: 100% of the cost
Membership Plan procedures. If a procedure is included in your Membership Plan, we may still ask for a deposit to secure the booking (for example, £100 for dental procedures under our Premium and Luxe plans). If you attend, the deposit will be put towards any costs not covered by your plan, and anything left over will be refunded to you in full. If the procedure is fully covered, we will refund the whole deposit. The cancellation terms in (a) to (c) below apply, and full details are set out in our Membership Terms and Conditions.
We will confirm the amount when you book, and it will be deducted from your final bill.
(a) With at least 48 hours’ notice. If you cancel or reschedule with at least 48 hours’ notice, we will refund your deposit in full or, if you prefer, carry it over to your new appointment.
(b) Late changes and missed appointments. If you cancel or reschedule with less than 48 hours’ notice, or do not attend, your deposit will not be refunded. For travel documentation appointments, we may keep up to 100% of your deposit, taking into account the factors in clause 4.6.1. If you reschedule, we may ask for a new deposit for the new appointment.
(c) Exceptional circumstances. We may waive this at our discretion in exceptional circumstances, such as a genuine emergency involving you or your pet.
(d) Balance. Any remaining balance is due on the day of discharge or completion of treatment. Where the final cost is likely to exceed the original estimate, we will tell you in advance and seek your agreement before proceeding.
7.2.2 Medication Administration Fee
A Medication Administration Fee applies, per visit, whenever we administer medication to your pet during an appointment or stay, including injectable and oral treatments, repeat medications and routine treatments. This fee is in addition to the cost of the medication. The current fee is shown on our price list and in our practices,and appears as a separate line item on your invoice.
7.3 Payments
Payment is required at the end of your appointment or on discharge of your pet. We may require advance payment in some circumstances and are under no obligation to provide services until payment is received.
7.4 Insurance
We strongly recommend insuring your pet against unexpected illness or injury. We recommend that you take out appropriate pet insurance with a reputable insurer. A Membership Plan is a veterinary care services plan, not a pet insurance policy.
Virtue Vets does not routinely offer direct insurance claims. In exceptional circumstances, direct claims may be considered at the sole discretion of a Lead Veterinary Surgeon, Practice Manager, or Clinical Operations Director. Approval may be declined due to financial risk, past payment history, insurer reliability, or incomplete documentation.
Please note that a small administration fee (inclusive of VAT) may apply to cover the time and effort required to process insurance claims. The fee varies depending on the type of claim.
7.5 Fee Increases
We shall be entitled to increase our fees for our services and subscriptions. We will give you at least 30 days’ notice.
7.6 Refunds
7.6.1 Membership Plans
For refunds relating to our Membership Plan, please refer to the applicable Membership Terms and Conditions: https://www.virtuevets.com/terms-conditions
7.6.2 Medication and Products
In line with Veterinary Medicines Directorate (VMD) and RCVS guidance, we cannot reuse or resell any medication once it has left the practice, as we cannot be sure it has been stored correctly. For this reason, we do not offer refunds or exchanges on medication once it has left the practice. This does not affect your legal rights if a medication is faulty, damaged, out of date, dispensed in error or subject to a manufacturer’s recall.
You are welcome to return unused or out-of-date medication to any of our practices,[SF1] and we will dispose of it safely for you.
7.6.3 Insurance Overpayments
Where a client has paid a deposit and subsequently overpays in connection with an insurance claim, we will calculate the net amount due and refund the difference. Refunds will be issued via the original payment method within a reasonable timeframe.
7.6.4 Incorrect Charges and Invoice Adjustments
Where an error has occurred on a finalised invoice, or where a charged item is no longer required by the client, we will issue a refund or credit note to the value of the amount in question. Refunds will be issued via the original payment method; credit notes will be applied to the client’s account and may be used against future invoices.
7.7 Cancellation Rights for Online Purchases
If you purchase non-medical retail products (such as food, toys, or accessories) through our website, you have the right to cancel your order within 14 days of receiving the goods, without giving a reason.
To cancel, please contact us at hello@virtuevets.com with a clear statement of your decision to cancel. You do not need to use a specific form, but you must inform us within the 14-day period.
Once you've told us you wish to cancel, you must return the goods to us within 14 days. You are responsible for the cost of returning the goods, unless we've agreed otherwise or the goods are faulty.
We will refund you within 14 days of receiving the returned goods, or evidence that you've sent them back, using the same payment method you used to pay. We may deduct an amount from your refund to reflect any reduction in value caused by unnecessary handling of the goods beyond what's needed to check their nature and condition.
This cancellation right does not apply to sealed medical products that have been unsealed after delivery, for hygiene and safety reasons (see clause 7.6.2).
This clause applies to retail product purchases only. It does not apply to membership or subscription cancellations, which are covered by our Membership Terms and Conditions, or to appointment bookings, which are covered by clauses 4.6 and 7.2.1.
7.8 Fair Use Policy
If we reasonably consider that returns are excessive, we may limit future returns or offer a partial refund, without affecting your statutory rights.
7.9 Payment Methods
We accept all major debit and credit cards. We do not accept cash, cheques, or AMEX.
7.10 Late Payments
Overdue accounts will be subject to a reminder. If payment remains outstanding, the account may be referred to a debt collection agency, and further charges may apply.
7.11 Debt Recovery Charges
If payment remains outstanding after we have sent you a reminder, we may refer your account to a debt collection agency. Where we do, you will be charged any reasonable costs we incur in recovering the debt, which will be payable along with the outstanding balance. We will tell you the amount of these costs before they are added. If the account remains unpaid 30 days after referral, we may start legal proceedings. Please note that a County Court Judgment (CCJ) may affect your credit rating.
8. Promotions
All promotional offers, promo codes, vouchers, and discounts are subject to fair usage limits and expiry dates where applicable. Promotions are single-use, non-transferable, and have no cash value unless otherwise stated. They must be applied at the time of payment and cannot be applied retrospectively or combined with any other offers, discounts, or membership benefits. Specific promotional terms will be published on our promotions page at virtuevets.com. We reserve the right to amend or withdraw any promotion at any time without prior notice. Full terms for each promotion are available at: https://www.virtuevets.com/promo-terms-conditions.
9. Clinical Records
Clinical records, including test results and diagnostic images, are held by Virtue Vets. You are entitled to a copy of your pet’s clinical records at any time — just contact your practice by phone or email and we will provide them promptly. With your consent, we will also send your pet’s records to another veterinary practice, for example if you move or your pet is referred. You also have the right to access the personal data we hold about you, as set out in our Privacy Policy.
10. Your Responsibilities
10.1 Payment
You will pay all fees on time and in accordance with this agreement.
10.2 Age
You must be 18 or over to register with us, agree to these terms or book and pay for our services. If you are under 18, a parent or guardian must register, give consent to any treatment and accept responsibility for payment.
10.3 Geographic Scope
We currently provide in-clinic veterinary services in the UK only.
10.4 Accurate Information
You must provide accurate information at registration and during consultations, including your pet’s full medical history, current medications, and any adverse reactions to treatment. Failure to provide accurate information may limit the services we can provide, and we will not be liable for any resulting loss.
10.5 Zero Tolerance Policy
We are committed to the welfare of both pets and our team. The following will not be tolerated:
• Verbal abuse or threatening behaviour.
• Physical abuse.
• Intoxication.
• Inappropriate conduct towards staff.
We reserve the right to terminate any consultation, request police assistance if necessary, and to permanently prohibit access to our services in serious cases.
10.6 Non-Compliance
If you breach any of your responsibilities under this agreement, we may end our agreement with you.
11. Your Rights and Our Liability
11.1 Overview
We honour our legal duty to provide products and services as described in accordance with applicable consumer law. Nothing in these terms excludes any right you have under applicable consumer law.
11.2 Services
We will provide our services using suitably qualified practitioners, with reasonable care and skill, and in accordance with the RCVS Code of Professional Conduct.
11.3 Returns and Refunds for Goods
Nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015. Any physical goods supplied by us, including pet food and non-medicinal products, must be as described, fit for purpose, and of satisfactory quality.
If goods are faulty, damaged, or not as described, you may be entitled to a repair, replacement, or refund in accordance with your statutory rights. See clause 7.6.2.
11.4 Subscriptions
For information on ending your Membership Plan, please contact us at hello@virtuevets.com.
11.5 Limitations on Our Liability
We are not responsible for losses that are:
• Unexpected or unforeseeable.
• Caused by events outside our control.
• Avoidable had you taken reasonable action.
• Related to business use rather than personal domestic use.
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
12. Privacy
12.1 Legal Compliance
We are registered with the Information Commissioner’s Office and comply with all applicable data protection legislation, including the Data Protection Act 2018 and UK GDPR. We process your personal data as described in our Privacy Policy.
12.2 Data Collection
We collect only the data necessary to perform our services, take payment, and contact you. We may share your details with debt collection agencies or legal advisers where necessary to recover unpaid fees. For full details, please refer to our Privacy Policy. For data protection queries, contact us at hello@virtuevets.com.
13. Feedback, Questions and Complaints
13.1 Our Commitment
At Virtue Vets, we are committed to providing exceptional veterinary care and an outstanding experience for every pet and their family. We value your feedback and recognise that there may be occasions when we fall short of your expectations. This policy outlines how we handle complaints and our commitment to resolving them fairly, transparently, and promptly. We also welcome feedback outside of formal complaints, whether positive or constructive, as it helps us continuously improve the care and experience we provide. If there’s ever anything you’d like to share with us, we’d love to hear from you at hello@virtuevets.com.
13.2 How to Submit a Complaint
Complaints can be submitted in the following ways:
• By email: hello@virtuevets.com
• In writing: Virtue Vets, 17 Nottingham Street, Marylebone, London, W1U 5EW
To help us resolve your complaint as quickly as possible, please include the following information:
• (a) Your name and contact details
• (b) Your pet’s name
• (c) The date of the incident
• (d) Details of your concern
• (e) Your preferred resolution
13.3 Complaint Handling Process
Step 1: Initial Response
We will acknowledge your complaint in writing within 48 hours.
Step 2: Investigation
Your complaint will be reviewed by our Practice Manager and/or Lead Vet. We will gather all relevant information, including medical records, staff accounts and CCTV footage, where applicable. We aim to complete our investigation within 7 working days. If we need more time, for example because the case is complex or we are waiting for information from a third party, we will let you know before the 7 working days are up, explain why, and give you a new date. We will keep you updated at least every 7 working days until we can respond in full.
Step 3: Resolution
We will contact you with our findings and a proposed resolution. Depending on the nature of your complaint, this may include an explanation, an apology, corrective action, a billing adjustment, or changes to our processes.
Step 4: Follow-up
We will follow up to ensure that you are satisfied with the outcome. All complaints are logged into our quality improvement system and used to help us continuously improve our services.
13.4 Escalation Process
If you are not satisfied with our initial resolution, your complaint will be escalated to our Senior Management Team. External mediation may be recommended where necessary.
13.5 Confidentiality
All complaints are handled with the utmost confidentiality and shared only with staff members involved in the resolution process. All information is stored securely in compliance with applicable data protection legislation.
13.6 External Support
If you remain dissatisfied after completing our internal complaints process, you can contact the Veterinary Client Mediation Service (VCMS). The VCMS is a free, independent service, funded by the Royal College of Veterinary Surgeons (RCVS), that helps pet owners and veterinary practices resolve complaints through mediation. It can help with complaints about the care your pet received, communication or fees. You can find out more and get in touch at www.vetmediation.co.uk.
If your concern relates to serious professional misconduct by a vet or vet nurse, you can raise it with the RCVS at www.rcvs.org.uk. The RCVS deals only with the most serious concerns, where a vet or vet nurse’s conduct falls far short of the standards set out in the RCVS Code of Professional Conduct. It cannot award compensation or resolve fee disputes.
13.7 Contact Information
Virtue PetCo Limited
17 Nottingham Street, Marylebone, London, W1U 5EW
Tel: 020 3011 1032
Email: hello@virtuevets.com
14. Other Important Terms
14.1 Force Majeure
While we always aim to provide uninterrupted care and service, there may occasionally be circumstances beyond our reasonable control that affect our ability to do so. If we’re unable to provide some or all of our services because of events beyond our reasonable control, we won’t be responsible for any resulting delay or failure in performing our obligations under these Terms.
Examples include, but aren’t limited to, severe weather, flooding, fire, power or utility failures, internet or telecommunications outages, cyber incidents, pandemics or public health restrictions, industrial action, shortages or disruption to the supply of medicines or medical equipment, changes in law or government restrictions, acts of terrorism, civil unrest, or any other event beyond our reasonable control.
Our first priority will always be the welfare of pets in our care, and we’ll make every reasonable effort to continue providing safe and appropriate care wherever possible.
If one of these events affects our ability to provide services under your membership or subscription, we’ll always do our best to minimise disruption. Where appropriate, we may pause your membership, extend it, or provide a credit for the period affected. We’ll keep you informed throughout and work with you to find a fair and reasonable solution wherever possible.
Nothing in this clause affects your statutory rights as a consumer.
14.2 Transfer of Our Agreement
As Virtue Vets grows, there may be occasions where we transfer or assign our rights and obligations under these Terms to another organisation that will continue providing services on our behalf. This could happen, for example, if we sell or merge part of our business, restructure the company, or welcome new clinics into the Virtue Vets family.
If this happens, we’ll let you know in advance wherever reasonably possible. Any organisation taking over our responsibilities will be required to honour these Terms and continue providing services to the same standards we expect. Your rights as a client will not be affected by any such transfer.
If you believe the change has a significant impact on your membership and no longer wish to continue, you may cancel your membership without penalty by giving us notice within 30 days of being informed.
Nothing in this clause affects your statutory rights as a consumer.
14.3 Severability and Waiver
If any part of this contract is found to be unlawful, the remainder will continue to apply. We may delay enforcing any part of this contract without waiving our right to do so later.
14.4 Intellectual Property
All content on our website and provided through our Services, including text, images, videos, logos, branding, educational and guidance materials, and the Virtue Vets name, is owned by us or our licensors and is protected by copyright, trademark, and other intellectual property laws.
You may view, download, and print content from our website for your own personal, non-commercial use, such as referring to guidance about your pet's care. You may not reproduce, republish, distribute, modify, or use any content for commercial purposes without our prior written permission.
Nothing in these terms transfers any intellectual property rights to you. All rights not expressly granted are reserved.
This clause does not affect your ownership of any content you provide to us, such as photographs or information you share with our team.
14.5 Online Booking and Website Availability
Our online booking system is provided through Provet, a third-party veterinary practice management platform. Use of online booking is also subject to Provet's own terms of service, available at provet.com/legal/terms-of-service.
We aim for our website and online booking system to be available at all times consistent with the standard set by our booking platform provider. However, we cannot guarantee uninterrupted, error-free, or continuous access, and no liability arises from downtime, including scheduled maintenance or circumstances beyond our reasonable control (see clause 14.1, Force Majeure).
If you're unable to book, amend, or cancel an appointment online due to a website or system issue, please contact us directly at hello@virtuevets.com or by calling 020 3011 1032, and we will assist you as soon as reasonably possible. No booking is confirmed until you receive confirmation from us, whether made online or by other means.
We are not liable for any loss or inconvenience caused by your inability to access the website or booking system, except where required by law.
14.6 Governing Law
These terms are governed by the law of England and Wales. Wherever you live, you can bring legal proceedings about these terms in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in the courts of the country where you live, and any mandatory consumer protections under the law of that country will still apply to you. If we need to bring proceedings against you, we will do so in the courts of the country where you live.
Last updated: November 2026