Refund & Cancellation Policy

We understand that travel plans can change and aim to be as flexible as possible while protecting appointment availability and the preparation work involved in veterinary certification.

Cancellations

More than 48 hours before your appointment

Appointments may be cancelled or rescheduled subject to the terms applicable to your booking and any statutory cancellation rights you may have.

Where a refund is due, any applicable administration charge will be clearly communicated.

Within 48 hours of your appointment

Appointments cancelled within 48 hours of the scheduled appointment may be charged in full and may not be eligible for a refund.

Missed appointments

If you do not attend your appointment, are unavailable when the veterinarian attends, or cannot proceed because the pet or required documentation is unavailable, the appointment may be charged in full.

Rescheduling

Appointments can normally be rescheduled without charge where at least 24 hours' notice is provided, subject to availability.

Changes requested within 24 hours may be treated as a late cancellation and rebooking.

When a Refund May Not Be Available

A refund may not be available where:

• a veterinary certificate has already been completed or issued;

• preparation or veterinary work has already been carried out at your request;

• certification cannot proceed because information or documentation supplied by the client is incorrect, incomplete or unavailable;

• the pet does not meet the applicable certification requirements; or

• the appointment is cancelled within the applicable late-cancellation period.

The attending Official Veterinarian must be satisfied that all legal and professional requirements have been met before issuing a certificate.

Urgent and Emergency Appointments

Urgent or emergency fees reflect the additional administration, veterinary availability and preparation required at short notice.

These fees may be non-refundable once preparation or performance of the service has begun.

Online Booking Rights

If you book online or otherwise at a distance, you may have statutory cancellation rights under UK consumer law.

If you ask us to begin providing the service during an applicable statutory cancellation period, you may be required to pay for work already carried out if you subsequently cancel.

Nothing in this policy affects your statutory consumer rights.

For full details, please see our Terms and Conditions.