Terms and Conditions

Company Info:
Behavioural Referrals Ltd is registered in England and Wales (Company No. 4547146).
Registered Office: 15 High Street, Brackley, Northants, NN13 7DH.

This document outlines the contractual terms between us (Behavioural Referrals Ltd) and you (the registered animal owner or individual requesting veterinary services). This contract is established when you register your animal with our veterinary practice or request veterinary services. By registering your pet or requesting our veterinary services, you agree to the terms below. If you have any questions, please contact us.

Estimates

We provide written estimates at the time of booking or during consultation. All estimates are approximate and not binding. We’ll inform you if costs are likely to exceed the original estimate.

Fees

Fees include professional services and materials used. Goods (e.g., medication, food) are priced at the point of purchase. All charges are subject to VAT at the current rate.

Payments

Invoices must be paid promptly. If not, we may take legal or collection action and charge associated fees. We may also suspend future services. In some cases, payment in advance is required.

Insurance

We recommend pet insurance. For approved insurers, we can submit claims directly (with pre-authorisation). If no response is received within 3 weeks, we may ask you to pay in full. You remain responsible for any excess, exclusions, or delays. Direct claims may incur a fee.

Prescriptions

You may request written prescriptions for external pharmacies. Repeat medications require regular re-examinations. Prescription drugs are non-returnable, but we can safely dispose of them. If we send the wrong item or if your prescription changes, return it within 14 days for a refund. Delivery is by Royal Mail next-day service. Redelivery is your responsibility.

Client Records

Clinical and client records are our property. We can transfer them to another veterinary practice at your request. We do not sell or share your data, except when transferring care.

Liability

We are insured for our services. For uninsured claims, our liability is limited to the value of the relevant goods or services. We do not exclude liability for death or injury caused by our negligence.

Complaints

We aim to provide high-quality service. If you are unhappy, please inform us promptly. Formal complaints must be submitted in writing within 3 weeks. Unresolved issues can be reviewed by the Clinical Director.
Address: Practice Manager, Behavioural Referrals Ltd, 10 Rushton Drive, Upton, Chester CH2 1RE

Cancellation Rights

If you book remotely (phone, email, online), you may cancel within 14 days under UK law unless the service starts during that period with your consent.

Refund Policy

We may offer refunds for cancelled or unused services at our discretion. Unopened products can be returned within 14 days unless faulty.

Data Protection

We comply with UK GDPR and the Data Protection Act 2018. View our Privacy Notice.

Please note that telephone calls to and from our practice may be recorded for training, quality assurance, and monitoring purposes. Recordings are stored securely and processed in accordance with our data protection and privacy policies.

Governing Law

These terms are governed by the laws of England and Wales. Disputes will be subject to the jurisdiction of the courts of England and Wales.