Terms of Services 

Last update: January 2026

Estimated reading time: 6 minutes

 

1. Introduction

1.1 Who we are

We are APT LOCUM LTD, trading as Ecovets (“we”, “us”, “our”). We are a company registered in England and Wales.

• Company number: 12806662

• Registered office: 50-52 Fairfield Street, Wandsworth, London, England, SW18 1DY

• Email: info@ecovets.co.uk

• Website: ecovets.co.uk

We provide veterinary services and related products to pet owners (“you”, “your”).

1.2 What these terms are

These Terms of Service (“terms”) set out the contract between you and us (the “contract”) for:

• veterinary services delivered at our clinics

• products sold by us

• digital services and content via our website/app

• memberships (Pay-As-You-Go and Ecoclub)

By registering with us, booking an appointment, joining Ecoclub, buying a product, or using our website/app, you agree to these terms.

1.3 Other policies that apply

These terms should be read alongside:

• Privacy Notice

• Cookie Policy

• CCTV Privacy Notice

1.4 Updates to these terms

We may update these terms from time to time. If we make material changes, we’ll give reasonable notice (for example via email or our website).

2. Registration and Membership

2.1 Registration

To access our services you must register with Ecovets (in clinic, via our website, or via our app). During registration we may request details about you and your pet, including medical history and previous veterinary practice information.

This helps us provide safe and effective care.

2.2 Keeping your details accurate

You must keep your contact details up to date. If we can’t contact you, it may delay treatment, results updates, medication supply, or follow-up care.

2.3 Membership types

Ecovets offers two membership types:

1. Pay-As-You-Go

2. Ecoclub Membership

2.4 Pay-As-You-Go

You automatically become a Pay-As-You-Go member when you register with us.

2.5 Ecoclub Membership

You can join Ecoclub via our website or in clinic (not via the app).

Ecoclub benefits and pricing are shown on our website and may vary by location or time.

2.5.1 Minimum term and auto-renewal

Ecoclub is a 12-month commitment and renews automatically every 12 months unless you cancel.

To stop auto-renewal, you must contact us at least 30 days before your renewal date by emailing info@ecovets.co.uk.

2.5.2 Cancelling Ecoclub

We understand circumstances change.

If you cancel:

A) If you have not used any membership services, products or discounts
You may cancel at any time by paying a £35 cancellation fee.

B) If you have used membership services, products or discounts
You may cancel by paying:

• the Pay-As-You-Go price for any services used, plus

• the value of any Ecoclub discounts received, plus

• a £35 cancellation fee, minus

• any membership payments already made

Once cancelled, you revert to Pay-As-You-Go.

If your pet sadly passes away, we will cancel your Ecoclub membership without cancellation fees.

2.5.3 Cooling-off period (first 14 days)

You may cancel Ecoclub within the first 14 days free of charge.

However, if you have used any services, medication, discounts or products during those 14 days, you will be charged for them at the relevant Pay-As-You-Go price.

2.5.4 Reasonable use policy (VIP unlimited consultations)

Unlimited consultations (where included in your Ecoclub tier) are subject to reasonable use.

We reserve the right to review usage where we believe it is excessive or outside normal clinical need. If this happens, we will aim to discuss it with you first and may:

• apply fair limits to bookings, or

• terminate membership in serious cases

2.5.5 Membership is not transferable

Ecoclub benefits apply only to the registered pet(s) and account holder. Membership services and discounts must not be transferred or resold.

2.5.6 Ecoclub health checks

Ecoclub includes up to two routine vet health checks per year for healthy pets.

These checks are used to:

• assess general health

• review lifestyle

• renew preventative prescriptions where clinically appropriate

Health checks do not replace consultations for illness, injury, or ongoing concerns.

2.5.7 Parasite prevention

Ecoclub includes year-round preventative parasite care, prescribed based on your pet’s lifestyle and clinical need.

Preventative treatment:

• greatly reduces risk

• does not guarantee complete protection

Pets may still pick up parasites, and if this happens, any additional tests or treatments are charged separately.

Prescription parasite medication requires:

• an initial parasite assessment consultation

• reassessment at least every 12 months

2.5.8 Vaccinations

Ecoclub vaccinations follow Ecovets’ standard vaccination protocol (MSD Nobivac).

Included vaccinations depend on your pet’s age and history and may include:

• annual booster

• Kennel Cough

• puppy/kitten primary course

Vaccines outside our standard protocol are charged separately.

Keeping vaccinations up to date is the owner’s responsibility. While we may send reminders, these should not be relied upon as the sole way to track due dates.

2.5.9 Appointments & reminders

Ecoclub services are provided by appointment only.

While we aim to send reminders as a courtesy:

• reminder delivery is not guaranteed

• responsibility for booking and attending appointments remains with the owner

Missed or overdue appointments may affect what is included under Ecoclub.

2.5.10 Payment issues

Ecoclub is paid by monthly Direct Debit.

If a Direct Debit fails:

• an administration fee of £5 may apply to reinstate the direct debit

• repeated failures may result in automatic cancellation of your membership

If membership is cancelled due to failed payments:

• all Ecoclub benefits and discounts stop immediately

• services already received may be charged at Pay-As-You-Go rates

• we may require the remaining balance of the 12-month membership term to be paid upfront before Ecoclub can be reinstated or future membership is offered

2.5.11 Changes to pricing

Ecoclub pricing is based on your pet’s weight (or expected adult weight for puppies).

If your pet moves into a different weight category, or if treatment costs change, your monthly fee may be adjusted.
We’ll always give at least one month’s notice of any changes.

2.5.12 Full terms

Ecoclub is governed by our full Ecoclub Membership Terms & Conditions, available [here].

If there’s ever a difference between this summary and the full Terms, the full Terms apply.

3. Parasite Prevention (Assessments & Medication)

3.1 Mandatory parasite assessment consultation

Parasite treatments are prescription medicines. Before we dispense prescription flea/tick/worm medication, a parasite assessment consultation is required.

A Veterinary Surgeon will assess your pet’s lifestyle and prescribe an appropriate plan.

We will require a reassessment at least every 12 months, and we may require one sooner if clinically appropriate.

• Included for Ecoclub members (where applicable)

• Costs £65 for Pay-As-You-Go clients

3.2 Parasite medication choice and prescribing limits

We reserve the right to choose which parasite prevention products we dispense, based on clinical judgement, availability and suitability.

We can only prescribe parasite medication for up to 12 months, after which reassessment is required.

3.3 Collection and refunds

You may be required to collect medication from your local clinic.

Any medication that leaves our premises cannot be refunded, due to prescribing laws and restrictions on resale.

We reserve the right to refuse to supply medication (for example where clinically inappropriate). If we refuse, we will refund the price paid for that medication.

4. Our Veterinary Services

4.1 Standards of care

We aim to provide veterinary services with reasonable care and skill, in line with professional standards and RCVS guidance.

4.2 Timing of services

We will provide services within a reasonable time, or as agreed with you. Delays may occur due to factors outside our control (for example emergencies or supplier delays).

4.3 Pricing transparency and estimates

We aim to be clear about pricing. Costs may vary depending on:

• your pet’s size, temperament, and clinical condition

• complexity of treatment

• unexpected findings or complications

• additional diagnostics or medication required

Where appropriate, we may provide an estimate. Unless stated otherwise, estimates are not fixed quotes.

If the likely cost changes materially, we will try to discuss this with you as soon as reasonably possible.

4.4 Our veterinary professionals

All veterinary surgeons are registered with the Royal College of Veterinary Surgeons (RCVS).

We prescribe responsibly and ethically, including:

• prescribing only where we have sufficient knowledge of your pet

• using evidence-based treatments and the prescribing cascade

• considering interactions with other medications (you must tell us what your pet is taking)

• refusing treatment or prescribing where we cannot meet professional standards

4.5 Out-of-hours and emergencies

We provide 24-hour emergency care through an emergency partner.

If we provide out-of-hours care ourselves, higher fees may apply. Ecoclub members may still need to pay additional out-of-hours charges.

If we refer you to a third-party emergency provider, they will charge you directly and we are not responsible for their services.

Our current emergency care provider is:

Veteris
Phone: +44 2036598446
Website: veteris.co.uk

4.6 Overnight care

If your pet needs overnight care, we will discuss the costs with you in advance where possible.

We do not provide overnight care, we will refer you to a trusted third party.

4.7 Referrals and second opinions

We may refer your pet to a specialist where needed. We do not charge referral fees, but the specialist provider will invoice you directly.

You may request a second opinion within Ecovets or externally. With your consent, we will share your pet’s clinical records promptly.

4.8 Guidance content

Any information we provide via our app, website, email or in clinic is general guidance only and does not replace a veterinary examination.

We may update or remove guidance content at any time.

5. Consent

5.1 Treatment consent

We require written consent (paper or electronic) for procedures carried out at our clinic, including (but not limited to):

• anaesthesia and sedation

• surgical or medical procedures

• use of cascade medications

• euthanasia

5.2 Emergency consent

If your pet needs urgent treatment and we cannot reasonably obtain your consent, you authorise us to provide emergency care necessary for welfare.

6. Consultations

6.1 Booking

You can book appointments by phone, online, via our app, or in person.

We will confirm bookings by email or sms. You are responsible for ensuring booking details are correct.

Appointments are subject to availability and we cannot guarantee a specific practitioner at a specific time.

6.2 Consultation fees

Consultation fees vary by appointment type, duration and practitioner. Additional fees may apply for diagnostics, medication, procedures or products.

6.3 Appointment type selection

If you are unsure what appointment type to book, contact us first.

If a consultation requires more time than booked, we may charge for the additional time required.

6.4 Treatment plans and investigations

We typically discuss treatment options and costs after the consultation and before proceeding.

In emergencies, we may proceed with necessary care based on professional judgement, which may incur additional costs.

If further investigations are recommended, you may decline them, but you accept we are not liable for outcomes caused by declining recommended investigations or treatment.

6.5 Cancellations

You may cancel an appointment up to 24 hours before the scheduled time with no charge.

Appointments cancelled with less than 24 hours notice may be charged at 100% of the consultation fee.

If we cancel an appointment in advance, you will not be charged.

6.6 Late arrival policy

At Ecovets, our appointment schedule is carefully designed to ensure that every pet receives a thorough, unhurried clinical assessment and the highest standard of care. Allowing sufficient time for each consultation helps our veterinary team make safe, accurate medical decisions and provide the level of service our clients expect.

To protect this standard for all patients, we operate a 5-minute late arrival policy.

If you arrive 5 minutes or more after your scheduled appointment time, we may not be able to see your pet and your consultation fee may be forfeited.

If we are able to accommodate a late arrival, this will be at a time determined by the practice, and same-day availability cannot be guaranteed.

You acknowledge that veterinary appointments can sometimes run late due to emergencies.

7. Medication and Prescriptions

7.1 Prescription medicines (POM)

Prescription medicines are regulated by the Veterinary Medicines Directorate (VMD).

We dispense POM-V medicines under the authority of the veterinary surgeon responsible for your pet.

We reserve the right to refuse to dispense any prescription where clinically necessary. If we refuse, we will refund the price paid for that medicine.

7.2 Written prescriptions

Written prescriptions are available on request for pets under our care.

It is a criminal offence to alter a prescription without authorisation. Misuse may be reported to the VMD and may result in termination of your contract with us.

Reselling veterinary medicines is prohibited and may result in termination.

7.3 Repeat prescriptions

For long-term medication, repeat prescriptions require periodic clinical review. In most cases, this will be at least every 6 months, and may require monitoring tests.

8. Products and Orders

8.1 Product orders

When you place an order with us, it is an offer to purchase at the price shown at the time.

We may refuse or cancel orders for reasons including pricing errors, stock availability, or unusual quantities.

Products that we do not normally keep in stock and which are ordered specifically at a client’s request must be paid for in full in advance before the order is placed.

9. Payments, Fees and Insurance

9.1 Membership fees

Ecoclub fees are shown on our website and collected by monthly direct debit.

9.2 Payment for services

Fees are payable at the time of service, or in advance where required. We may require pre-payment before providing services.

9.3 Payment methods

We accept major debit and credit cards.

We do not accept cheques.

9.4 Fee changes

We may change our Pay-As-You-Go fees and pricing over time. Where practical, we will give reasonable notice of significant changes.

9.5 Insurance

We encourage you to insure your pet. Memberships do not replace insurance.

Unless we have written pre-authorisation from your insurer, you are responsible for paying fees in full at the time of treatment.

We may charge an admin fee for processing direct claims or additional insurance paperwork.

9.6 Overdue accounts and debt recovery

If invoices remain unpaid, we may suspend services and refer the account to a debt recovery agency.

Upon referral, additional charges of up to 30% of the outstanding balance may be applied to cover recovery costs.

If the account remains unpaid 20 days after referral, we may begin legal proceedings. You will be responsible for additional costs and legal fees incurred.

10. Promotions

10.1 General promotion rules

Promotions may be offered from time to time and are subject to:

• availability

• time limits

• non-transferability

• non-combination with other offers (unless stated)

We may amend or withdraw promotions at any time.

10.2 Dental Treatment Discount Offer – February 2026

Offer: 20% off all dental treatments + free dental check appointment (1 per animal per year)
Eligibility: all clients (Ecoclub and Pay-As-You-Go)
Period: February 2026 (unless withdrawn earlier)
Restrictions: cannot be combined with other discounts (including Ecoclub discounts)
Application: applied automatically at billing (no code required)

11. Refunds and Returns

11.1 Consultation refunds

If you cancel an appointment with 24+ hours notice and have prepaid, we will refund you.

Refunds usually take 5-10 working days depending on your bank.

11.2 Product refunds and returns

You may return unused products purchased from us within 28 days, provided they are:

• unused and in original condition

• returned with proof of purchase (receipt)

We may refuse returns where products are damaged, used, incomplete, or unsuitable for resale.

Prescription medicines are non-refundable and cannot be returned once dispensed and taken off premises.

11.3 Faulty products

If a product is faulty, you may return it for a replacement or refund in line with your legal rights.

11.4 Medication and hygiene-sealed products

We do not refund:

• prescription medicines once dispensed and taken off premises

• products sealed for hygiene/health reasons once opened

11.5 Personalised items

Personalised products cannot be refunded unless faulty.

12. Clinical Records

Your pet’s clinical records, including diagnostic images and test results, are owned by Ecovets.

We will provide copies to other veterinary providers upon request, within a reasonable timeframe.

13. Your Responsibilities

13.1 Accurate information

You must provide accurate and complete information about your pet’s health, symptoms, medical history and medication.

If you fail to provide accurate information, we may be unable to provide safe care and we are not liable for consequences arising from missing or incorrect information.

13.2 Following advice

You are responsible for following medication instructions and treatment plans provided.

If you choose not to proceed with recommended investigations or treatment, you accept that this may affect outcomes and we are not liable for consequences arising from that decision.

13.3 Respectful behaviour (zero tolerance)

We have a zero-tolerance approach to abusive, threatening or inappropriate behaviour towards our team or other clients, including:

• shouting, swearing, harassment or intimidation

• threats or aggressive behaviour

• intoxication

• physical abuse

• inappropriate comments or advances

We may end an appointment immediately, refuse service, and/or ban access to our services. Where necessary, we may involve the police.

14. Recording and Privacy in Clinic

14.1 CCTV, video and audio recording

We may use CCTV and, where appropriate, audio/video recording in clinic for safety, training and monitoring, in line with our CCTV Privacy Notice.

14.2 Customer recording is prohibited

To protect privacy, you must not record audio/video or take photographs in our clinic or during appointments without written permission.

If we discover recording without permission, we may require you to stop immediately and delete the content. We may terminate our agreement with you and take legal action where appropriate.

15. Your Rights and Our Liability

We do not exclude or limit any consumer rights that cannot legally be excluded.

We provide services with reasonable care and skill. If we fail to do so, you may have the right to request a repeat service or a refund in line with consumer law.

We are not responsible for losses that are:

• unforeseeable

• caused by events outside our control

• avoidable by reasonable steps (including providing accurate information)

• business-related losses (our services are for domestic pets, not commercial use)

16. Feedback and Complaints

We welcome feedback and aim to resolve concerns quickly and fairly.

Email: info@ecovets.co.uk

If you remain unhappy after we respond, you may be able to contact the Veterinary Client Mediation Service (VCMS) for independent support.

17. Other Important Terms

17.1 We may transfer this contract

We may transfer our rights and obligations under this contract to another organisation. If we do, we will notify you and your rights will not be affected.

17.2 Third party rights

This contract is between you and us. No other party has rights under it.

17.3 Severability

If any part of these terms is found unlawful or unenforceable, the remainder will still apply.

17.4 Delay in enforcement

If we do not enforce a term immediately, it does not mean we waive our right to enforce it later.

17.5 Governing law and jurisdiction

These terms are governed by the laws of England and Wales, and any disputes will be handled by the courts of England and Wales.