Terms & Conditions
Donovan Veterinary Behaviour Practice
These Terms and Conditions are for the interest of safety, responsibility and welfare for our clients. We reserve the right to change these terms and conditions at any time. Any changes will take immediate effect and it is the responsibility of our clients to read these.
Behaviour Referrals
We are a referral-only practice. We work in collaboration with the referring vet as they oversee the continued medical care of the animal, keeping all the animal’s information under the same clinical notes, we work as a team of 3 – us (DVBP), the referring vet and the client. A veterinary referral is essential to ensure we work as a team to provide practical solutions for the behavioural issues presented. Moreover as the animal will not be examined physically by any of our veterinary behaviourists or clinical animal behaviourists, it allows us to consider the medical history of the animal, where pain or other disease processes may influence behaviour. Once referred, we contact the client in regards to proceeding with behaviour treatment. Our behaviour treatment plans are created by our experienced clinical animal behaviourists and are bespoke for each individual patient. Our experienced clinical animal behaviourists work with our in-house veterinary behaviourists on each of their cases. If necessary, a case may also be discussed with our in-house internal medicine specialist.
Professional Behaviour Consultations
Our behaviour consultations for professionals provide veterinary or non-veterinary animal professionals the opportunity to have an informal discussion about specific case/s with a DVBP veterinary animal behaviourist or a DVBP clinical animal behaviourist. Owners may also be required to attend.
Prior to the appointment, the owner or professional is required to arrange for the following information to be returned to us:
- Veterinary Referral Form: To comply with the guidelines of the professional organisation and to work with the referring vet, the vet must complete and sign our Referral Form and include the animal's clinical history.
- Questionnaire: The owner must complete our Owner Questionnaire as fully and as honestly as possible, citing examples where necessary.
- Video footage: Providing video footage of your animal’s behaviour on a day-to-day basis can aid the consultation process. Videos of the problem behaviour are not necessary so please do not create a bad situation to capture one. If you have recordings already, then that will be useful. If the behaviour occurs, then please capture it only if it is safe to do so.
All consultations will be online or via the phone.
Our experienced clinical animal behaviourists work with our in-house veterinary behaviourists on each of their cases. If necessary, a case may also be discussed with our in-house internal medicine specialist.
Prices are charged on an hourly basis. If the appointment is complex and requires extended discussion causing the appointment to overrun the additional time would be chargeable.
If a bespoke professional veterinary report is required, this can be provided for an additional charge.
Behaviour Treatment Plans
The animal's treatment plan or Behaviour Modification Plan (BMP) will be devised by the assigned DVBP Clinical Animal Behaviourist for the client’s needs based on the behavioural diagnosis and specific to the animal's requirements.
A plan typically comprises of an online consultation with an assigned DVBP Clinical Animal Behaviourist from which a bespoke behaviour modification plan will be created for your animal and their issue, providing advice and guidance on how to work with your animal and their problem behaviour. Over the following weeks the BMP can be put into place and 3 complementary follow-up virtual consultations are available to review progress, discuss any obstacles and tweak or develop techniques. The follow-ups are spaced approximately 4 weeks apart although this may be adjusted to provide enough time between appointments to implement the advice and teaching given. Free canine training sessions (up to x3) are also included as part of the canine behaviour treatment plans.
Behavioural issues are often complex, therefore, before proceeding it is necessary that any potential pain or underlying medical condition is diagnosed and understood. Prior to the appointment, clients will be required to arrange for the following information to be returned to us:
- Veterinary Referral Form: To comply with the guidelines of the professional organisation and to work with the referring vet, the vet must complete and sign our Referral Form and include the animal's clinical history.
- Questionnaire: The owner must complete our Owner Questionnaire as fully and as honestly as possible, citing examples where necessary.
- Video footage: Providing video footage of your animal’s behaviour on a day-to-day basis can aid the consultation process. Videos of the problem behaviour are not necessary so please do not create a bad situation to capture one. If you have recordings already, then that will be useful. If the behaviour occurs, then please capture it only if it is safe to do so.
It is important that the above information is returned prior to the consultation. Failure to do so may delay the consultation or incur additional costs due to postponement of the appointment. If there is a scheduled appointment but the prerequisites have not been returned prior to the appointment, Donovan Veterinary Behaviour Practice reserves the right to cancel your appointment. All consultations will be online with a DVBP Clinical Animal Behaviourist. Our experienced clinical animal behaviourists work with our in-house veterinary behaviourists on each of their cases. If necessary, a case may also be discussed with our in-house internal medicine specialist. Prices are per animal in the household unless agreed otherwise in advance. Other animals in the household and animals belonging to friends or family will need to be referred separately by their vet. We are a referral-only practice and are unable to offer advice on animals that have not been referred to us. If it was found that another animal in the household is directly impacting the behaviour of the animal and that needed significant intervention from us, additional charges may apply. The free canine training sessions included with a canine behaviour training plan must be taken before the final behaviour consultation.
Between Consultations
We advise on what we are aware of, including veterinary clinical notes, your behaviour history and the videos you send us. It is your duty as a responsible owner to ensure that we are kept informed of any incidents or significant developments prior to or between consultations. This is especially important when there is a risk of danger to your dog, people or other animals.
Advisory Consultations
Our advisory consultations provide owners with a chance to discuss their animal's needs with a DVBP clinical animal behaviourist to gain advice on whether a behaviour treatment plan is required and what the next course of action would be.Prior to the appointment, the owner is required to arrange for the following information to be returned to us:
- Veterinary Referral Form: To comply with the guidelines of the professional organisation and to work with the referring vet, the vet must complete and sign our Referral Form and include the animal's clinical history.
- Questionnaire: The owner must complete our Owner Questionnaire as fully and as honestly as possible, citing examples where necessary.
- Video footage: Providing video footage of your animal’s behaviour on a day-to-day basis can aid the consultation process. Videos of the problem behaviour are not necessary so please do not create a bad situation to capture one. If you have recordings already, then that will be useful. If the behaviour occurs, then please capture it only if it is safe to do so.
Training Sessions
The individual adult canine training sessions are offered as 1/2 hour or 1 hour online 1:1 sessions. Training bundles (6 x 1 hour training sessions) for puppy parenting and adult training are available. Each training session will be private and unique to the animal and the client’s needs based on the client's requirements and that of their animal. Prior to the appointment, clients will be required to arrange for the following information to be returned to us:- Questionnaire: Unless they are undergoing a treatment plan with us, the owner must complete our Training Questionnaire as fully and as honestly as possible, citing examples where necessary. If the client is undergoing or undergone a treatment plan with us recently, the training questionnaire is not required.
- Video footage: Providing video footage of your animal’s behaviour on a day-to-day basis can aid the training process as it is possible the animal will not perform certain behaviours during a training session. Videos of a problem behaviour are not necessary so please do not create a bad situation to capture one. If you have recordings already, then that will be useful. If the behaviour occurs, then please capture it only if it is safe to do so.
Payment
To book an appointment we require full or part payment in advance. Please note: if you intend to claim on your pet insurance, please check directly with the policy provider as policies do vary. Whilst we are able to complete an insurance claim form on a client’s behalf, we are unable to initiate direct claims from your insurance company, therefore fees must be paid to us in the first instance. We will not be liable for any costs you may have incurred in preparation for your consultation/s.
Recording of Consultations and Sessions
Consultation and sessions may be recorded and remain the sole property of Donovan Veterinary Behaviour Practice. When consenting to the recording of such meetings, you are consenting for all participants (including children if they are present) and agree to us storing such records. The sharing or duplication of all or part of any recording is prohibited unless prior permission is gained from Donovan Veterinary Behaviour Practice.
Ownership of Records and Reports
All records and related reports (in whatever media) held, produced or created in relation to your animal(s) and/or its related investigation and treatment, remain the sole property of Donovan Veterinary Behaviour Practice, and will be retained by us. Reports and summaries of treatment plans and consultations that we have performed remain the property of Donovan Veterinary Behaviour Practice, even though we have raised an invoice for undertaking these. On request, copies, will be passed directly to a veterinary practice or animal professional. We may record and retain telephone calls and emails. We may also retain physical and digital files about you and your animal. By using our services, you accept, acknowledge, and consent to us collecting and retaining this information. We reserve the right to retain, backup, review, restore, delete, destroy, or erase any personal data that we hold about you in accordance with our data protection policies.
Scheduling and Rescheduling
Appointments can be rescheduled up to 72 hours in advance using the link in your booking confirmation email sent from scheduling@squarespacescheduling.com or by emailing us at info@donovanvetbehaviour.com. If you need to change an appointment less than 72 hours in advance, please email info@donovanvetbehaviour.com and someone will contact you to reschedule the appointment. If you fail to keep an appointment without notifying us, we are not obliged to reschedule. Occasionally we have to alter appointment times or dates because of circumstances beyond our control. If this happens we will contact you as soon as possible to make alternative arrangements. We will endeavour to reschedule your appointment and will only provide a refund if this is not possible.
Cancelling
Before behaviour treatment plan has begun: If you cancel a behaviour treatment plan up to 72 hours in advance of the initial consultation, you will be refunded 50% of the package cost. If you cancel within 72 hours of the initial consultation or fail to keep the appointment, your payment will not be refunded. After behaviour treatment plan has begun: If you cancel the behaviour treatment plan after the initial consultation, your payment will not be refunded. If you elected to pay for the plan in instalments and cancel before payment is completed, you will still be obligated to pay the full amount initially agreed. If you cancel a professional consultation, one-off consultation or training session up to 72 hours in advance of the appointment, you will be refunded 50% of the price charged. If you cancel within 72 hours of the appointment or fail to keep an appointment, your payment will not be refunded. If during a behaviour treatment plan or training bundle we receive no contact from you or response to our communications in a period of 6 months, we can conclude that you have cancelled treatment.
Medication
As part of a consultation or behaviour package with Donovan Veterinary Behaviour Practice we may recommend psychotherapy or psychopharmacy medicine for an animal. Our experienced clinical animal behaviourists work with our in-house veterinary behaviourists on each of their cases. If necessary, a case may also be discussed with our in-house internal medicine specialist. We do not provide the actual prescription. We work in collaboration with your vets as they oversee the continued medical care of your animal, keeping all your animal’s information under the same clinical notes, we work as a team of 3 – us (DVBP), you and your vet. We as the behavioural referral recommend the appropriate psychotherapy or psychopharmacy medicine for your animal’s needs based on the knowledge we have obtained about the animal from their clinical history and consultation with the owner and/or vet. As we don’t take bloods or clinically examine the animal, we are advising based on our knowledge thus far and we recommend these to the vet as they are the animal’s prescribing GP practice. The recommended medications and dosage will be detailed in the vet report provided. Your vets will usually prescribe and dispense, the medication, depending on their stock, but if the medication is a human medication, your vet may issue a written prescription for you to take to the human pharmacy to collect. Many of the medications used in veterinary psychopharmacy are off-license for animal use and are prescribed and recommended taking this into account.
Multiple Animals
Prices are per animal. If your household is a multi-animal household and if it is found that one of the other animals is directly impacting the behaviour of your the animal you have sought treatment for and that another animal needed significant intervention from us, additional charges may apply.Success
The success of a behaviour modification programme is down to the hard-work of the owners. To successfully treat a behavioural issue it may take a significant amount of time, hard work and commitment from every member in the family, as well as those of us working to help improve the animal’s quality of life. There is usually no quick-fix for a long-term behavioural change, therefore owners must be aware of the effort required before undergoing referral. If adjunct therapy is recommended, for example, psychopharmacy, then this is in addition to the behaviour modification programme, there is not usually one quick cure that will work in behavioural science and medicine.
Legal Claims
Donovan Veterinary Behaviour Practice are based in the UK and any claims will fall under UK jurisdiction. This agreement and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the law of [England and Wales/Ireland]. The parties irrevocably agree that the courts of [England and Wales/Ireland] shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with this agreement or its subject matter or formation.
