Terms & Conditions

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.

Consultations

A behavioural consultation aims to identify the underlying motivation for any unwanted behaviour. A BMP (Behaviour Modification Programme) will be devised for the client’s needs based on the behavioural diagnosis and specific to their requirements. 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 complete and return the following:

• 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.
• Pre-Visit History Questionnaire: This should ideally be completed, as fully and as honestly as possible, citing examples where necessary, and sent to us before the consultation.
• Video footage: Sometimes providing video footage of your pet’s behaviour on a day-to-day basis can aid the consultation process, as it is possible the pet will not perform certain behaviours during a home visit. Please be aware that it is not necessary to provoke a pet to perform the problem behaviour

It is important that the above are completed and 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.

Consultation times vary depending on the individual animal and the situation, but for the initial consultation allow 1.5 - 3 hours. The consultation will typically be virtual. Where a consultation has been arranged to take place at the client’s home or premises (yard for horses), the client is chargeable for travel.

Further consultations, if necessary, will probably be required to investigate behavioural matters not related to or discussed at the first visit. 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 and seen in the clinic.

Follow Up

Telephone and email follow up are normally included in the cost of the treatment plan; typically for a period of up to 3 months after the date of the initial consultation. Telephone, live video or email communication during the follow up period is included with the treatment plan. Phone calls typically lasting no more than half an hour.

We are happy to provide further follow up, but this is done through a re-visit consultation which is chargeable. Re-visits for the same condition can occur up to 6 months after the date of the initial consultation. If a consultation is needed after this 6 month period, or a consultation is required at any point for another condition, then an initial consultation fee will apply.

Payment

Once an appointment has been booked, full payment of fees confirms the appointment and is normally required at least 72 hours before the appointment.

Please note: if the client intends to claim on their pet insurance, ensure they check directly with the company, as policies do vary. Whilst we are able to complete an insurance claim form on the client’s behalf, we are unable to perform direct claims from their insurance company, therefore fees must be paid to us in the first instance.

The client’s acceptance of the consultation appointment is regarded as acceptance of these terms and conditions.

If the client cancels before 72 hours of the consultation, they will be refunded 50% of the cost. If the client cancels within 72 hours of the appointment or fails to keep an appointment, the cost of the consultation will not be refunded.

Occasionally we have to alter appointment times or dates because of circumstances beyond our control. If this happens we will contact the client as soon as possible to make alternative arrangements. We will endeavour to reschedule their appointment and will only refund their fee if this is not possible.

We will not be liable for any costs the client may have incurred in preparation for their initial consultation.

Any parking expenditure or congestion charge, if applicable, will be in addition to the consultation fee. There is no travel charge for journeys within 20 miles of MK45 4SH. Outside this radius there will be an additional charge of 45p per mile including return travel.