Terms, conditions and service information

Last updated: April 2026. Tony's Mobile Vets Holdings Limited.

Introduction

Welcome to Tony's Mobile Vets Holdings Limited(“TMV”, “we”, “us”, or “our”). We're a limited company registered in England and Wales (company number 16225273), and our registered office is at 6 Kelvin Court, 24-26 Marlborough Road, Richmond, TW10 6JS.

Any reference to “you” or “your” is to the person agreeing to these Terms.

We're here to bring expert veterinary care to your pet in the comfort of your home. Before you book your pet's treatment with us, including where you sign up to one of our pet health plans (a “Plan”), we kindly ask you to read through these terms and conditions (“Terms”).

When you book an appointment or take out a Plan, you'll be asked to confirm that you agree to these Terms. Once agreed, they will form the contract between us, covering all services and products you get from us moving forward.

Your privacy matters to us. We handle your personal information carefully, following our Privacy Policy, which explains what information we collect, why we collect it, and how we use and protect it. It also explains how you can contact us if you have any questions about your data.

Part A: General terms & conditions

1. Our services

Veterinary services:We provide veterinary care. We offer mobile consultations in the comfort of your own home, as well as virtual consultations. Our team will always provide services with care and professionalism, following the Royal College of Veterinary Surgeons (“RCVS”) guidelines.

Geography: We currently provide services in the Greater London area. If you request an appointment outside of our core service area, we may decline and refer you to another practice.

Availability:We will do our best to accommodate your preferred appointment time. Our availability is subject to the Veterinary Practitioner's schedule, traffic, and other variables, especially with our home visits.

Subscription plans:As an alternative to purchasing one-off services and treatments (what we call “Pay As You Go” or “PAYG”), we also offer the “Pack Membership” (“Membership”) in accordance with Part C of these Terms, which helps spread the cost of routine, preventative care for your pet.

Veterinary practitioners:Our Veterinary Surgeons and Nurses are all registered with the Royal College of Veterinary Surgeons (“RCVS”), ensuring that they meet high professional standards and adhere to the requirements of continuing professional development (“CPD”). In short:

• We recommend regular health checks for your pet, and we'll keep records in line with RCVS guidelines.
• We will only prescribe treatment, including repeat prescriptions, if we have enough information about your pet's health to ensure it's the appropriate treatment.
• If we feel that no treatment is necessary, we won't prescribe anything.
• All treatments are carried out in line with current laws and regulations.
• We'll discuss treatment plans with you beforehand and get your consent before taking any action. The only exception may be in an emergency, which is outlined further below.

2. Consultations

• Confirmations:Once we accept your appointment request, we'll confirm all details via email or SMS. Please double-check that the information is accurate and get in touch if we need to correct anything.
• Follow-up appointments:We'll do our best to book the same Veterinary Practitioner for any follow-up visits, but we can't always guarantee their availability.
• Duration:Our standard appointments are booked for 60 minutes, while euthanasia and complex appointments are booked for at least 120 minutes. If your consultation runs longer than planned, we may adjust the fee accordingly. We'll always let you know before continuing beyond the planned time.
• Costs:Pricing for the most common services and treatments are on our website. If further tests or investigations are needed to formulate a diagnosis and treatment plan for your pet, we'll inform you of the cost.
• Treatments:It's your responsibility to follow up on any recommended actions, such as booking additional appointments or tests. While you are not obligated to proceed, if you choose not to, you agree to release us from any liability.
• Sedation: In some situations, the Veterinary Practitioner may recommend that a pet be sedated before carrying out a service or treatment to protect their safety and/or the safety and comfort of your pet.
  • Sedation is charged as a separate service to the treatment, and we'll never sedate your pet without your consent.
  • If you do not consent to sedation, the Veterinary Practitioner may decline to provide the service or treatment if they don't feel they can proceed safely, at their sole discretion.
  • If the Veterinary Practitioner declines to provide the treatment or service without sedation, you'll still be charged for the call-out fee (for Membership customers, the visit will be deducted from their annual balance) and any other treatments or services that are performed (e.g. consultation fee, medical treatments).
• Virtual consultations:Occasionally, we'll offer you virtual care, where you can connect with our Veterinary Practitioners or care assistants through video, chat, or audio to help triage your pet's health issues remotely. Here are some important things to keep in mind:
  • Virtual care isn't a substitute for physical visits or in-depth advice: if your pet needs a hands-on check-up, a virtual appointment may not be enough. During our virtual consultations, if we believe your pet needs a physical examination or another visit, we'll make sure to let you know.
  • Virtual care service is not suitable for emergencies: if we think your pet needs urgent care, we'll urge you to go to your nearest emergency vet. We cannot be held responsible for any issues arising if you use virtual care when your pet needs emergency attention.
  • If we offer you a virtual consultation, please ensure you're ready at your scheduled time. If you're unavailable or have technical issues (like poor internet), you may miss the appointment, and we may still need to charge for the session.

3. Fees & payments

• New customers are eligible for a discounted first appointment. The terms of this are covered in Part B.
• We charge a “home visit” or “call out” fee for every in-person appointment, unless you have Membership in our subscription plan, which is covered in Part C of these terms.
• Consultation fees vary depending on the type of consultation, its length, and the Veterinary Practitioner you see. Unless stated otherwise, the consultation fee only covers the time spent with the Veterinary Practitioner. Any additional medications or services will incur extra charges.
• We want to make sure you're fully aware of the cost of your pet's care, and we aim to provide clear and transparent pricing for our services. We publish pricing for the most common services and treatments on our website.
• Fees are estimated based on our standard rates and our understanding of your pet's condition at the time. While we do our best to be clear upfront, prices may vary based on factors like your pet's size, the complexity of the procedure, or any unexpected circumstances.
• All fees are quoted in pounds sterling and include VAT at the applicable rate. Sometimes, especially in emergencies, we may provide services without an upfront estimate.
• Please also keep in mind that additional charges may apply for emergencies, out-of-hours care, or services outside our usual geographic areas. Rest assured, we will always act in the best interest of your pet and ensure the charges remain reasonable.
• We accept ApplePay, GooglePay, and all major debit and credit cards for your convenience. Payments are due in full at the end of your appointment.
• For certain services, we may ask for advance payment before we proceed. If that's the case, we won't be able to provide services until payment is received.
• If any payment remains unpaid after your appointment, we may need to suspend services until the balance is settled. We may also charge interest based on the SONIA (Sterling Overnight Index Average) interest rate, plus 3% per annum, plus an admin fee and any associated costs in recovering the debt from third party debt collection agencies.

4. Your responsibilities

• Ensure an adult is present: You must be at least 18 years old to use our services. Please ensure an adult is present during appointments to care for your pet.
• Provide a safe environment: We also ask that the environment is safe and appropriate for examination and treatment. Our Veterinary Practitioners will work with you to keep your pet safe, but if they believe that safety (for them, for your pet, or for you) is compromised at any point, they reserve the right to stop the consultation or treatment. You may still be charged for the call-out and any services performed prior to the Veterinary Practitioner ending the appointment.
• Provide accurate information:The quality of our advice depends on the information that you give us. Please provide honest, complete details about your pet's health and symptoms. If your pet has any pre-existing conditions, ongoing treatments, or medications, please let us know! We can't be responsible for the advice we give based on incomplete or incorrect information.
• Payment of fees: Booking the appointment means that you agree to pay for our services in full at the time of treatment or consultation.
• Follow aftercare instructions:Your pet's well-being is our top priority. After the consultation, please follow any instructions regarding treatments, medications, or next steps. If you notice any unusual effects from treatments, let us know right away.

5. Medications

• When we talk about “Prescriptions”, we mean medications regulated by the Veterinary Medicines Directorate. All medications are dispensed in line with the RCVS' guidelines.
• Medication will only be prescribed for pets currently under our care. You can request a prescription with a minimum of 48 hours' notice, but we reserve the right to refuse to fill any prescription.
• We will provide clear instructions with each prescription. Please follow them carefully. All medication must be stored and administered by you as directed and we accept no liability whatsoever if this is not the case. Misuse of prescriptions may result in the termination of our service to you.
• We take the responsible use of medication seriously, so please remember that it's important not to alter any prescriptions without the approval of the prescribing veterinary surgeon. If we find any misuse of prescriptions, we are required to inform the Veterinary Medicines Directorate, who will investigate and determine the next steps. In some cases, we may also need to end our agreement with you.
• It's against the law to sell on any veterinary medicines that have been dispensed to you. If we discover that this has happened, we may need to terminate our agreement with you.
• If you're ever advised to use over-the-counter medication, we'll let you know if it's a suitable alternative for your pet's care.
• Lastly, if you have any unused or expired medication, please make sure to dispose of it properly or return it to us so we can safely handle it.

6. Repeat & posted prescriptions

• We're happy to offer a repeat prescription service for pets on long-term medication, making it easier for you to reorder what your pet needs.
• To ensure the ongoing health and safety of your pet, we do require that your pet is seen by a vet at least once every six months. We also recommend completing any suggested diagnostic tests to monitor your pet's health.
• We reserve the right to refuse to fill prescriptions in certain circumstances. For health or hygiene reasons, we cannot offer refunds for sealed medication or products.
• When we send medication through the post, we'll make sure it's sent via recorded delivery for safety. Please note that there will be an additional charge for postage and packing, which will be your responsibility to cover.

7. Consent

• By agreeing to these Terms, you acknowledge and consent to our Veterinary Practitioners following best practices regarding any treatment, including euthanasia, as deemed appropriate.
• A verbal agreement between you and the Veterinary Practitioner during the consultation will be considered sufficient authorisation to proceed with the necessary course of action.
• If we need to access your pet's medical records from another vet, we'll ask for your consent. Not giving us the necessary details or consent may limit our ability to offer services, both in-person and virtually.

8. Referrals and second opinions

• Sometimes, it might be necessary to refer your pet to another veterinary professional, especially if your pet needs specialist care.
• We won't charge a referral fee, but the other vet may charge for their services. Their pricing might differ from ours, so you should confirm costs with them directly.
• Services performed by any third party are subject to their conditions. We're not responsible for their care.
• If you want a second opinion, whether from another vet within our team or another practice, we're happy to help. We'll work with you to transfer all relevant records and ensure the process goes smoothly.

9. Ownership of clinic records

• Your pet's medical records belong to us, but you're welcome to request a copy to share with another veterinary practice or insurer. We'll process these requests as quickly as possible, though an administration fee may apply.

10. Cancellations

• Please note that some things outside of our control (like weather or traffic) may cause delays. In the unlikely event we need to arrive late or reschedule the appointment, we'll update you in a timely manner.
• If we need to cancel or reschedule an appointment, we'll let you know as soon as possible. If we cancel, you won't be charged.
• If you need to cancel, please let us know at least 24 hours in advance. If you cancel less than 24 hours before the appointment, we may charge you up to 100% of the consultation fee (unless you are cancelling within 14 days of making the appointment, per your statutory rights).

11. Out of hours and emergencies

• While we strive to provide the best care possible, there may be times when we're unable to offer certain services or care. If we can't help directly, we'll be transparent and refer you to one of our trusted partners who will be able to help.
• If we're able to provide emergency care ourselves, there may be an additional charge for out-of-hours services. If you ever need to contact us regarding an emergency during out of hours, please call us on our main line at 020 4572 2874.

12. Zero tolerance policy

• We value the trust and strong relationships we build with both you and your pets. Our main goal is to provide the best care possible.
• It's also very important to us that our staff feel safe and respected. To maintain a positive and respectful environment, we kindly ask that you refrain from the following behaviours: swearing or verbal abuse, threatening or abusive behaviour toward us or your pet, intoxication, physical abuse, and inappropriate advances to our staff.
• We have a strict zero-tolerance policy regarding these behaviours. If any of these occur, we may need to end your consultation or appointment immediately, reserve the right to stop providing services altogether, and, if necessary, involve the authorities to ensure the safety of our team and your pet.

13. Recording appointments

• To protect the privacy of our team and other clients, we do not allow any recording devices during consultations without express permission from our Veterinary Practitioner.
• If you are found recording without our permission, we may ask you to stop and delete any content, and in some cases, we might need to terminate our agreement with you. We also reserve the right to take legal action if recording is shared online or in any public forum.
• Videos and photos may be taken by a member of our team during your visit. These videos may be used for promotional purposes, but only with your express permission and consent.

14. Insurance

• We highly recommend that you insure your pet to protect against unexpected illnesses or accidents.
• While we generally don't process direct insurance claims, in some cases, we may accept to do so at our discretion. However, all fees must be settled in full by you before we submit an insurance claim on your behalf. There may be an insurance claim administration fee (including VAT), depending on the circumstances and complexity of the claim.
• If you deal with your insurer directly and need information from us, we're happy to assist within a reasonable timeframe. Please note that while we will do our best to ensure accuracy, we can't be held responsible if your insurer refuses your claim.
• Some treatments may require pre-authorisation from insurers, and it's your responsibility to ensure you meet any submission deadlines.

15. Your rights and our liability

• We always strive to provide excellent service, but we understand that sometimes things don't go as planned. If that happens, we will be liable to you for foreseeable loss or damage you suffer as a result (meaning that at the time the contract was made we both knew that the loss or damage might reasonably occur as a result of something we did or failed to do).
• For the avoidance of doubt, however, we are not therefore liable for any loss or damage that was not foreseeable or not caused by our breach or negligence, or any business loss or damage.
• We are not responsible for any failure to perform, or delay in performing, our obligations under these Terms if that failure or delay is caused by events outside our control. These may include things like extreme weather, transport disruptions, power outages, or other unexpected events that prevent us from delivering our services. If such an event occurs, we will do our best to let you know as soon as possible and to minimise any disruption to your service.
• Please note, while we aim to achieve the best results, treatment outcomes can't be guaranteed, and professional judgment will guide our care. If you'd like a second opinion, we're happy to refer you to another Veterinary Practitioner.

16. Data privacy

• Just like with all our services, your privacy is incredibly important to us. We take your privacy seriously and fully comply with GDPR and the Data Protection Act 2018. Your personal data is safe with us; we process your personal data in accordance with our Privacy Policyand we won't share your details with third parties unless you've given us permission or if it's required by law.
• We collect only the necessary information to provide services, process payments, and contact you, including names, contact details, and potentially some financial information. We will keep your data confidential and securely stored.
• For your safety and to improve our services, we might record chat messages, phone calls, and video consultations, but rest assured, these will be used only for training or monitoring purposes and won't be shared without your consent.
• You have the right to access your personal data at any time, and we're always here to help protect your information.

17. Feedback, questions and complaints

• We value your feedback! If you have any questions or comments about our services, don't hesitate to reach out. We're here to make sure you're happy with the care your pet receives.
• If you ever feel the need to raise a formal complaint, please email us at hello@tonysmobilevets.com or send a letter to Customer Service, Tony's Mobile Vets Holdings Limited, 6 Kelvin Court, 24-26 Marlborough Road, Richmond, TW10 6JS. We will get back to you as quickly as possible, usually within five working days. You can also read our complaints procedure for more detail.
• If you remain unsatisfied, the Veterinary Client Mediation Service (VCMS) offers free assistance for issues related to service, fees, or professional negligence.
• For more serious concerns about professional conduct, the RCVS may be able to help.

18. Legal basis and severability

• These Terms are between you and us, and they supersede any previous agreements. If a court invalidates any part of this contract, the rest will still apply. Even if we delay enforcing these Terms, we can still take action later.
• We may update these Terms from time to time, and we'll notify you before your next appointment if any changes are made.

19. Governing law

• These Terms are governed by English law, and any disputes will be handled by the English courts unless you live in Wales, Scotland or Northern Ireland, in which case you can also bring claims against us in the courts of the country you live in. Of course, nothing in these Terms affects your statutory rights, including any cooling-off periods.

Part B: Your first appointment (£99)

Your first visit from Tony's Mobile Vetscosts just £99. Here's exactly what you get — and what to expect.

What's included

Your £99 first appointment covers two things:

1. A call-out to your home. One of our RCVS-registered Veterinary Practitioners will visit you and your pet at a time that works for both of us — no stressful car journeys or waiting rooms.
2. A full nose-to-tail health check and consultation.We'll carry out a thorough physical examination of your pet, from eyes and ears to coat, teeth, weight, heart, and joints. You'll also have time to raise any questions or concerns about your pet's health with the vet during the visit.

What's not included

The £99 covers your vet's visit and the health check consultation. Any treatments, medications, or additional services needed during or after the appointment will be charged separately. For example:

• Nail trims
• Vaccinations
• Sedation
• Prescribed medications
• Diagnostic tests or lab work

Your vet will always discuss costs with you before proceeding with any additional treatment, so there are no surprises.

Important: euthanasia appointments

The £99 first appointment offer is not applicable to euthanasia appointments. If you need to arrange end-of-life care for your pet, please contact us directly and we'll talk you through the process, pricing, and what to expect.

Multiple pets?

The £99 covers one pet. If you'd like us to see additional pets during the same visit, it's just £75 per additional pet — each one will receive the same full nose-to-tail health check and consultation.

Who can book?

The £99 first appointment is available to new customers and is limited to one per household, per pet. It applies within our Greater London service area.

All fees are quoted in pounds sterling and include VAT at the applicable rate. The £99 first appointment is subject to our full Terms and Conditions. Tony's Mobile Vets Holdings Limited, registered in England and Wales (company number 16225273).

Part C: Pack Membership terms and conditions

These terms apply to the Pack Membership offered by Tony's Mobile Vets Holdings Limited(“TMV”, “we”, “us”, “our”) and should be read alongside our general Terms and Conditions.

1. What's included

The Pack Membership costs £39 per month per pet and includes the following at each of your included visits:

Home visit and consultation (included at every visit):

• A call-out to your home by an RCVS-registered Veterinary Practitioner
• A full nose-to-tail health check and consultation (up to 60 minutes)
• Microchip scan

Complementary treatments:

• Annual vaccination treatment
• Dental assessment (PAYG price: £10)
• Nail clip, if required (PAYG price: £25)
• Anal gland treatment, if required (PAYG price: £30)

Please note, nail clips and anal gland treatments will only be carried out if your Veterinary Practitioner determines they are clinically needed during the health check. If your pet requires sedation to safely carry out any of these complementary treatments, sedation will be charged separately at our standard rates (with your 15% member discount applied).

Visit allowance:

• Up to 3 home visits per 12 calendar months, each including all of the above
• Included visits can be used for annual vaccinations, vet consultations, nurse consultations, repeat consultations, priority consultations, and repeat prescription check-ups
• Included visits cannot be used for euthanasia appointments, out-of-hours emergency visits, or surgical procedures — these are charged separately, with your 15% member discount applied

15% member discount on everything else, including:

• Any additional visits required beyond your included 3 visits
• Diagnostics, blood tests, and lab work
• Sedation
• Medications and prescriptions
• Dental assessments
• End-of-life care (home visit and treatment fees)
• Cremation and keepsakes
• Travel health certificates
• All other treatments and add-on services

The discount is only available for treatments and services for the pet on the subscription plan. If you only have a subscription for one pet and you'd like us to look at additional pets during a subscription visit, we'll waive the call-out fee for the additional pet but we'll charge you the PAYG consultation fee of £85 per pet. Additional treatments and services will be charged the full PAYG price.

Multi-pet discount

If you have more than one pet, you're eligible for a 15% discount on subscription plans for additional pets. This means that the cost of your first pet would be £39, but the second (and third, and fourth) subscription would only be £33.15.

65+ pet owner discount

Pet owners 65 years of age or older are eligible for a discount of 15% on their subscription fee. Note, this can be stacked with the multi-pet discount. So if you have two cats and are over the age of 65, the fees look like:

• First pet: £39 less 15% (65+ discount) = £33.15
• Second pet: £39 less 15% (65+ discount) less 15% (multi-pet discount) = £28.18

2. Value of the Pack Membership

The Pack Membership is designed to save you money. Based on our standard pay-as-you-go (PAYG) prices, the annual value of included services breaks down as follows:

Note: additional savings are available for multi-pet households and pet owners aged 65 and over. These are not included in these calculations.

Additional savings from the 15% member discount on vaccinations, diagnostics, medications, and all other services are on top of this.

Savings are calculated by comparing the annual cost of the Pack Membership (£468) against the total pay-as-you-go retail price of included services (£687), assuming 3 vet consultations per year, with one being an annual vaccination visit.

Nail clips and anal gland treatments are included where clinically appropriate — actual savings depend on the number and type of visits used and the treatments your pet requires. If sedation is needed for any complementary treatment, this will be charged separately. All prices include VAT.*

3. Your first visit and the Pack Membership

If you sign up for a Pack Membership before your first appointment with us, your first visit will count as one of your 3 included appointments. The £99 first appointment fee will not apply.

If you have already had your £99 first appointment and then sign up for a Pack Membership, your 3 included appointments start fresh — the first visit does not count towards your allowance.

4. Multi-pet households

Additional pets from the same household can be added to the Pack Membership at £33.15 per month per pet (15% off the standard membership price). Each pet receives their own allowance of up to 3 visits per 12 calendar months, with all the same included services and treatments.

Each membership is exclusive to the registered pet and is not transferable between pets.

5. Membership term and renewal

Your Pack Membership runs for an initial fixed term of 12 months from the date of confirmation. At the end of the initial 12-month term, your membership will automatically renew for a further 12-month term at the price in effect at the time of renewal, unless you cancel.

We will send you a reminder email at least 60 days before the end of each 12-month term to let you know your membership is due to renew, followed by a second reminder at least 30 days before renewal. These reminders will confirm the renewal date, the price for the next term, and how to cancel if you do not wish to continue.

6. Payment

You can pay for your Pack Membership by credit/debit card or direct debit. Payments are taken monthly via your chosen payment method.

The direct debit payer must be named on the account with us at TMV. Please note that the direct debit payer will have consent to discuss your pet's treatment with us, authorise treatments, and schedule services when required.

You are responsible for keeping your payment details up to date. If we are unable to take payment, we will try to contact you. If payment remains unsuccessful after 2 attempts, we reserve the right to suspend or terminate your membership and will notify you by email.

7. Prices

All prices are in pounds sterling (£) and include VAT at the applicable rate. We may change the price of the Pack Membership at any time, but we will give you at least 30 days' notice before any price change takes effect. If you do not wish to continue at the new price, you may cancel your membership within that notice period.

8. Your right to cancel within 14 days

You have the right to cancel your Pack Membership within 14 days of your initial confirmation email. If you cancel within this period, you will receive a full refund, less the cost of any treatments or services you have received up to the date of cancellation. If the value of treatments or services received exceeds the amount you have paid, you will be required to pay the difference.

9. Cancelling during your 12-month term

If you wish to cancel your Pack Membership at any other time during a 12-month term, you must give us at least 30 days' notice. You will be required to pay the full retail price of any treatments and/or services you have received under the membership, or the outstanding amount due under the membership (whichever is lower), less the amount you have already paid up to the date of termination.

To cancel, email us at hello@tonysmobilevets.comor use the 'Cancel Renewal' button on your personal account.

10. Cancelling at the end of a term

If you do not wish to renew for a further 12-month term, you may cancel by giving us at least 30 days' notice before your renewal date. Your membership will end at the conclusion of your current term, and no further payments will be taken.

11. Cancellation due to pet bereavement

If your pet passes away during your membership term, we will cancel your Pack Membership with no early termination charges. We will require reasonable evidence of your pet's passing (for example, a certificate from a veterinary practice). Any fees already paid for the current billing period will not be refunded, but no further payments will be taken.

If you have multiple pets on your membership, only the membership for the deceased pet will be cancelled. Memberships for your other pets will continue as normal.

12. Our right to cancel

We reserve the right to cancel your Pack Membership at any time by providing no less than 30 days' prior written notice. This may occur if we can no longer provide services to you, there has been a serious breach of our Terms, or we cease offering the Pack Membership. If we cancel, you will be entitled to a pro-rata refund of any fees paid in advance for services not yet provided.

13. What the Pack Membership is not

The Pack Membership is not an insurance policy. It does not cover illnesses, accidents, hospitalisation, or emergency care. The membership covers preventative and routine care only. We strongly recommend that you also insure your pet separately. We reserve the right to refuse applications at our sole discretion.

14. Unused visits

Included visits do not roll over. If you do not use all 3 visits within your 12-month membership period, any unused visits will expire. No refund or credit will be given for unused visits.

15. Auto-renewal transparency

When you sign up to the Pack Membership, we will clearly confirm: the monthly cost, the 12-month minimum term, that your membership will automatically renew for a further 12-month term, how to cancel, and your cancellation rights. This information will also be included in your confirmation email. We will send renewal reminders at 60 days and 30 days before each renewal date.

The Pack Membership is subject to our full Terms and Conditions and Privacy Policy. Tony's Mobile Vets Holdings Limited is registered in England and Wales (company number 16225273). Registered office: 6 Kelvin Court, 24-26 Marlborough Road, Richmond, TW10 6JS.