Terms and Conditions of Service and Expectations
The terms and conditions of service, as listed below, extend both to the service user (the “patient” or “client”) and the service provider (“J. A. Robinson Vet Services Ltd” or “JARVS” or any authorised persons under direction of the service provider). These terms and conditions are not exhaustive and all parties are expected to abide by the law and all relevant codes of conduct.
J. A. Robinson Vet Services Ltd., and all authorised agents therein, are held accountable to the Royal College of Veterinary Surgeons (RCVS), their Codes of Conduct and all relevant national and international law. JARVS is not a member of the RCVS Practice Standards Scheme (PSS) but, where possible and applicable, will follow these guidelines to maintain the highest standards of veterinary care as possible.
Particular attention should be drawn to the following:
We, J. A. Robinson Vet Services Ltd (or “JARVS”), aim to provide the highest standards of veterinary care. These are the terms on which we, JARVS, supply veterinary services and related products to you. These Terms and Conditions shall apply to all supplies of Veterinary Services and Products by us to you to the exclusion of all other terms and conditions. Please note that some aspects of these Terms may not be relevant to each case. We suggest you ask for further clarification from us if required.
Supply of Veterinary Services
We shall ensure that all Veterinary Services are supplied by suitably qualified staff, considering the nature of the Veterinary Service to be supplied in each instance.
Wherever practicable and on your request, a treatment plan for the supply of Veterinary Services will normally be agreed with you following an initial consultation and in advance of any further treatment. This treatment plan will provide an estimate regarding the likely costs of the course of treatment in such plan. In an emergency we reserve the right to provide such Veterinary Services as are reasonably necessary, in the professional judgement of the veterinary practitioner providing the Veterinary Services or other JARVS staff, without first agreeing a treatment plan.
Please note that any estimate given can only approximate the costs of any treatment required. If the original estimate looks as if it will be exceeded, then the Veterinary Practitioner responsible for providing the Veterinary Services will discuss any increased fees with you before any further procedures are undertaken (save in the event of an emergency and at the professional discretion of the relevant Veterinary Practitioner acting in the best interest of your pet).
We will endeavour to provide veterinary services in accordance with reasonable standards denoted by the RCVS guidelines for practice standards and the professional conduct of veterinary practitioners and veterinary nurses. All Veterinary Services shall be supplied in accordance with normal professional standards.
Veterinary Services shall be supplied during our normal business hours (these may change from time to time, the current opening hours of JARVS can be found on the website footer. At our discretion we may arrange for Veterinary Services to be supplied at various locations and at other times. In an emergency you may be directed to out of hours services. Further details of this arrangement can be found here.
We reserve the right to decline to supply Veterinary Services at our discretion. You are free at all times at your cost and subject to the payment obligations in these terms and conditions, to seek a second opinion on or concerning any Veterinary Services provided.
Products
In the event of any defect or failure in any Product our liability to you shall be restricted to replacing the Product or refunding the price paid by you for the Product.
You acknowledge and agree that all Products must only be used in accordance with the instructions supplied with them or issued orally by the Veterinary Practitioner providing the Veterinary Services or other of our staff. If you have any questions or concerns regarding the use of any Product, you should consult the Veterinary Practitioner providing the Veterinary Services or other of our staff for clarification.
Any Products supplied by us shall be of satisfactory quality, fit for purpose expressly agreed by the Veterinary Practitioner providing the Veterinary Services or other of our staff and shall comply with any description given. All other warranties, expressed or implied, are hereby excluded.
Payment
All Veterinary Services and Products provided by us shall be charged to you in accordance with our then current price list, a copy of which is available on request and which is subject to change without notice. If you have any question as regards the level of charge that will be incurred, you should consult the Veterinary Practitioner in charge of your pet’s treatment or the staff for clarification.
Our normal practice is for payment to be made as instructed at the time of booking either in advance or in full at the time the Veterinary Services or the Products are supplied, either at the end of the consultation, the discharge of your pet or upon collection of the Products.
We reserve the right to refer overdue accounts to a debt collection agency or follow due process and national law for debt recovery.
In the event that any invoice or other sum owed by you is not paid when due then, without prejudice to any other remedies available to us, we may at any time:
Add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees).
Issue notice to you that no further Veterinary Services and/or Products will be supplied to you.
All prices quoted are quoted exclusive of value added tax or other indirect taxes, duties or levies which shall be added as appropriate.
If you are unable to pay for the Veterinary Services, we are only obliged to fulfil our minimum legal responsibilities and professional obligations in respect of your pet.
Liability
We carry professional indemnity and public liability insurance. We supply Veterinary Services and Products to you on the condition that our liability for any loss, claim, cost or expense arising out said supply shall not exceed and shall be limited to a maximum of the Insured Sum.
Complaints
It is our intention that all our clients should be satisfied with the Veterinary Services and any Products supplied. In the event that you are dissatisfied with any aspect of the Veterinary Services or Products supplied by us or its staff, in the first instance you should contact us directly to discuss your concerns and we shall endeavour to address any issues arising.
If you remain dissatisfied, then please refer to our complaints policy which can be provided upon request. For formal complaints please contact the RCVS directly.
In the case of a complaint, we may share your information with our insurers or our indemnity providers or other professional advisors if we believe that this will enable us to resolve your complaint more effectively.
Data Protection
We will use the personal information you provide to us to:
Provide the Veterinary Services and Products.
Process your payments for the Veterinary Services and Products.
Inform you about the products and services that we or selected third parties provide, but you may stop receiving these at any time by contacting us.
Miscellaneous
No alteration may be made to these terms and conditions without our express written consent. We may update or amend these terms and conditions at any time by placing a notice to that effect at the bottom of this document.
These terms and conditions shall be governed by UK Law and we and you submit to the exclusive jurisdiction of the British courts, without prejudice to our right to seek recovery of any sum due by you before any complaint court.
The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Case records including x-rays and ultrasound scans are the property of, and shall be retained by, us. Copies with a summary of the history of any patient can be passed to another veterinary practitioner taking over a case, on written request to us and upon settlement in full of all sums due to us in respect of such patient’s treatment by us.
When you request a repeat prescription for your pet, we can only supply the medication if:
The Veterinary Practitioner caring for your pet has authorised the repeat prescription.
Your pet has been seen by one of our Veterinary practitioners within the last 6 months or less at the discretion of the Veterinary Practitioner.
There will be a charge for such repeat prescription to cover the time, responsibility and professional insurance costs involved.
We are a company registered in UK. If you have any questions please contact us. You can also contact us by writing to 83a High Street, Stevenage, SG1 3HR.
Service Scope & Specific Details
JARVS provides veterinary services in the comfort of your home. Services are subject to availability and may vary based on location. Booking and Payment: A deposit will be taken at the time of booking. The remaining amount for the services provided will be charged at the time of the appointment unless agreed otherwise by JARVS. Travel fees are based on your postcode and are not dependent on the number of pets seen. Deposits are refundable or transferable as per below. Cancellations and Rescheduling: Appointments can be cancelled or rescheduled up to 24 hours before the scheduled time without penalty. Cancellations within 24 hours will result in loss of deposit. No-Show Policy: If you or your pet are not present when we arrive for the appointment, we reserve the right to charge the consultation fee in full. Liability: JARVS is not responsible for any property damage, injuries to pets, or personal injuries that occur during the appointment as consequence of insufficient restraint. Pet owners must ensure their pets are properly restrained and controlled throughout the visit. If the vet deems it necessary to sedate the pet, an additional fee will apply. Any incidents or accidents that occur due to inadequate restraint or control of the pet, are the solely responsibility of the pet owner. Telemedicine: In certain cases, Vet on the Loose offers telemedicine consultations. These are subject to the same terms as in-home visits. Confidentiality: All client and patient information is kept confidential and will not be shared with third parties without consent. Service Area: JARVS operates in specific areas. Requests outside the standard service area may be considered on a case-by-case basis and may incur additional travel fees. Emergency Services: JARVS does not provide emergency services. In case of an emergency, please contact your routine practice or the out of hours supplier that we partner with. Service Limitations: Some procedures, such as surgery, specific diagnostics, and hospitalisations, are not provided by JARVS. Services provided are listed on our website. If you are unsure if we can assist with your request, please contact us, and we will be happy to confirm. Abuse: there is a zero tolerance policy on verbal and physical abuse. We reserve the right to withdraw any services above and beyond the minimum required as per veterinary standards unless the safety of those under JARVS has been compromised in which case we claim no liability for any perceived or real losses as as result of the withdrawal of services as a direct result of physical or verbal abuse.
This document is effective immediately and was last updated on the 28th of September 2025. All policies are reviewed regularly.
By engaging with JARVS, you agree to these terms and conditions.
Website Terms and Conditions
Site Terms and Conditions
These terms and conditions (the "Terms and Conditions") govern the use of jar-vetservices.co.uk (the "Site"). This Site is owned and operated by ‘J. A. Robinson Vet Services Ltd’. This Site offers veterinary services as listed. By using this Site, you indicate that you have read and understand these Terms and Conditions and agree to abide by them at all times.
Intellectual Property
All content published and made available on our Site is the property of ‘J. A. Robinson Vet Services Ltd’ and the Site's creators, unless otherwise noted. This includes, but is not limited to images, text, logos, documents, downloadable files and anything that contributes to the composition of our Site.
Acceptable Use
As a user of our Site, you agree to use our Site legally, not to use our Site for illegal purposes, and not to:
Harass or mistreat other users of our Site;
Violate the rights of other users of our Site;
Violate the intellectual property rights of the Site owners or any third party to the Site;
Hack into the account of another user of the Site;
Act in any way that could be considered fraudulent; or
Post any material that may be deemed inappropriate or offensive.
If we believe you are using our Site illegally or in a manner that violates these Terms and Conditions, we reserve the right to limit, suspend or terminate your access to our Site. We also reserve the right to take any legal steps necessary to prevent you from accessing our Site.
Links to Other Websites
Our Site contains links to third party websites or services that we do not own or control. We are not responsible for the content, policies, or practices of any third party website or service linked to on our Site. It is your responsibility to read the terms and conditions and privacy policies of these third party websites before using these sites.
Limitation of Liability
’J. A. Robinson Vet Services Ltd’ and our directors, officers, agents, employees, subsidiaries, and affiliates will not be liable for any actions, claims, losses, damages, liabilities and expenses including legal fees from your use of the Site.
Indemnity
Except where prohibited by law, by using this Site you indemnify and hold harmless ‘J. A. Robinson Vet Services Ltd‘ and our directors, officers, agents, employees, subsidiaries, and affiliates from any actions, claims, losses, damages, liabilities and expenses including legal fees arising out of your use of our Site or your violation of these Terms and Conditions.
Applicable Law
These Terms and Conditions are governed by the laws of the Country of England.
Severability
If at any time any of the provisions set forth in these Terms and Conditions are found to be inconsistent or invalid under applicable laws, those provisions will be deemed void and will be removed from these Terms and Conditions. All other provisions will not be affected by the removal and the rest of these Terms and Conditions will still be considered valid.
Changes
These Terms and Conditions may be amended from time to time in order to maintain compliance with the law and to reflect any changes to the way we operate our Site and the way we expect users to behave on our Site. We will notify users by email of changes to these Terms and Conditions or post a notice on our Site.
Contact Details
Please contact us if you have any questions or concerns. Our contact details are as follows:
J. A. Robinson Vet Services Ltd
83a High Street, Old Town, Stevenage, SG1 3HR
07356 225946
james@jar-vetservices.co.uk
You can also contact us through the feedback form available on our Site at jarvetservices.co.uk/contact.
Terms & Conditions generated in association with LawDepot (©2002-2025; LawDepot.co.uk®).
This document is effective immediately and was last updated on the 3rd of June 2025. All policies are reviewed regularly.