Terms and Conditions, Fair Usage Policy and Complaints Procedure
At Phoenix Vet Practice, we are committed to providing high-quality, compassionate veterinary care. These terms are designed to ensure clarity, fairness, and the smooth running of our services for all clients.
Fees & Payment
Payment is due at the time of treatment or consultation.
We accept a range of payment methods, which will be confirmed by our team.
If payment is not made at the time of treatment, we reserve the right to:
- Withhold further services (except in emergencies)
- Recover outstanding fees through appropriate means
Insurance Claims
If your pet is insured, we are happy to assist with claims. To cover our administrative costs a £30 charge will be added.
- Payment remains the responsibility of the client at the time of treatment
- We will provide all necessary documentation to support your claim
In certain circumstances, we may agree to claim directly from your insurer. This is at our discretion and may depend on:
- The insurer involved
- The nature and value of the claim
- Completion of the required documentation
Where a direct claim is agreed:
- Any shortfall remains the responsibility of the client
- Policy excesses and exclusions must be paid at the time of treatment
Phoenix Friends Health Plans
Our Phoenix Friends plans are designed to support preventative healthcare and ongoing wellbeing.
Plan benefits include a range of services such as:
- Vaccinations
- Parasite prevention
- Routine health checks
- Discounts and additional benefits
Phoenix Friends Plus includes standard vet consultations and selected nurse appointments, as outlined in the plan details.
Plans are:
- Payable monthly
- Intended for routine and preventative care
- Not a substitute for pet insurance
We reserve the right to amend plan benefits with reasonable notice.
Fair Usage Policy
Our plans are designed to offer excellent value while allowing us to maintain high standards of care.
Consultations (Phoenix Friends +)
Included consultations are for clinically necessary concerns.
We ask that:
- Appointments are used appropriately
- Cancellations are made with reasonable notice
- Follow-up visits are guided by veterinary advice
Where usage is significantly above average, we may review the plan to ensure it remains appropriate.
Monthly Injection Consultations
Monthly injection appointments included within Phoenix Friends Plus are provided as nurse-led appointments.
Medication must be prescribed by a veterinary surgeon, and patients will require:
- An initial consultation with a vet to start treatment
- Ongoing veterinary reviews at least every 6 months, provided the condition remains stable
These reviews will typically coincide with your pet’s routine vaccination or 6-month health check included within the plan.
If a veterinary consultation is requested instead of the nurse consultation, a vet injection consultation fee will apply.
Routine services
Services such as nail clips and anal gland expression are included up to plan limits of 12 per year. Additional treatments may incur a fee.
Phoenix Friends & Phoenix Friends Plus Terms and Conditions
1. Definitions
1.1 “Practice”, “we”, “us” or “our” refers to Phoenix Vet Practice.
1.2 “Member”, “you” or “your” refers to the person entering into this agreement.
1.3 “Membership” refers to Phoenix Friends or Phoenix Friends Plus.
1.4 “Pet” refers to the animal(s) registered under the membership.
2. Membership Eligibility
2.1 Membership is available only to pets registered with Phoenix Vet Practice.
2.2 Pets must be clinically suitable for the scheme at the discretion of the Practice.
2.3 Membership benefits apply only to the registered pet named on the agreement and are non-transferable.
3. Membership Benefits
3.1 Membership benefits included within Phoenix Friends and Phoenix Friends Plus are listed on our website and may be updated periodically.
3.2 Benefits are subject to availability, clinical appropriateness and fair usage.
3.3 Certain services may require appointments and are subject to normal Practice availability.
3.4 Preventative healthcare products supplied under the membership remain at the discretion of the veterinary team.
3.5 Membership benefits have no cash value and cannot be exchanged for alternative products, services or discounts.
4. Contract Length and Renewal
4.1 Membership is a minimum 12 month contract.
4.2 Two months’ membership fees are payable upfront when joining.
4.3 The remaining 10 monthly payments during the first year will be collected by Direct Debit.
4.4 Membership will automatically renew at the end of each 12 month term unless you notify the Practice that you wish to cancel before the renewal date.
4.5 It is your responsibility to notify the Practice if you do not wish to renew.
5. Payments
5.1 Membership fees are payable monthly.
5.2 You are responsible for ensuring that valid payment details are provided and maintained.
5.3 If a Direct Debit payment fails, we reserve the right to:
Retry collection;
Suspend membership benefits;
Require outstanding balances to be paid immediately; and/or
Cancel the membership.
5.4 Any missed payments remain payable.
5.5 We reserve the right to use third party providers to administer Direct Debit collections.
6. Annual Price Changes
6.1 Membership fees may be reviewed annually.
6.2 We reserve the right to increase membership prices.
6.3 Reasonable notice of any price changes will be provided before the new pricing takes effect.
6.4 Continued membership following notification of a price change will be considered acceptance of the revised fees.
7. Early Cancellation
7.1 If you choose to cancel the membership before the end of the minimum 12 month term, an account reconciliation will be carried out.
7.2 The full standard individual cost of all products, medications, discounts and services received during the membership period will be calculated.
7.3 If the value of services and products received exceeds the amount paid into the membership, the outstanding balance will become immediately payable.
7.4 If the amount paid exceeds the value of services and products received, an appropriate refund may be issued.
7.5 Membership cannot be transferred to another pet or owner.
8. Cancellation by the Practice
8.1 We reserve the right to cancel or suspend a membership at our discretion, including but not limited to:
Repeated failed payments;
Abusive or inappropriate behaviour towards staff;
Fraudulent or misleading information;
Misuse of membership benefits.
8.2 In these circumstances, any outstanding balance following account reconciliation may remain payable.
9. Changes to Membership or Pet Status
9.1 You must notify the Practice promptly of any changes to:
Your address;
Telephone number;
Email address;
Bank details; or
Ownership of the pet.
9.2 We cannot guarantee reminders for vaccinations, preventative healthcare or routine checks where contact details are incorrect or out of date.
9.3 The Practice is not responsible for missed reminders due to incorrect or outdated client information.
10. Death of a Pet
10.1 In the unfortunate event of the death of a pet, the membership may be cancelled.
10.2 An account reconciliation may still be carried out in line with Section 7.
10.3 Any outstanding balance or refund due will be calculated fairly based on services and products already provided.
11. Liability
11.1 Nothing within the membership affects the clinical judgement of the veterinary team.
11.2 The Practice reserves the right to alter products, suppliers or preventative healthcare protocols where clinically appropriate.
11.3 Membership does not constitute an insurance policy.
11.4 The membership covers only the benefits specifically included within the selected scheme.
12. Data Protection
12.1 Personal information will be handled in accordance with applicable UK data protection legislation.
12.2 Your information may be shared with trusted third party providers where necessary to administer the membership and Direct Debit payments.
13. General
13.1 These Terms and Conditions are governed by the laws of England and Wales.
13.2 Phoenix Vet Practice reserves the right to amend these Terms and Conditions at any time.
13.3 Updated Terms and Conditions will be made available on request and/or via our website.
Out-of-Hours Service
Phoenix Vet Practice provides its own out-of-hours service to support continuity of care for our patients.
This service is delivered by a small team of veterinary surgeons who also work during normal practice hours. In order to maintain a safe and sustainable service, clients are expected to use the out-of-hours provision responsibly and for urgent concerns.
Clients are requested to contact the practice as soon as they become aware of a concern, rather than delaying contact until later in the evening where possible.
Phoenix Vet Practice has partnered with VidiVet, which provides 24/7 access to veterinary advice and triage. Clients are strongly encouraged to utilise VidiVet, particularly during night-time and anti-social hours, to obtain initial guidance and determine whether an in-person consultation is required.
Use of the out-of-hours service is subject to additional fees. Any applicable charges, including discounts for health plan members, will be communicated at the time of service.
Complaints Policy
We are committed to providing a high standard of care and service. However, if you feel that we have fallen short, we encourage you to let us know so we can address your concerns.
Complaints should be made directly to the practice:
- In person
- By telephone
- By email
We will:
- Acknowledge your complaint promptly
- Investigate the matter thoroughly
- Respond in a timely and transparent manner
Our aim is always to resolve concerns fairly and maintain a positive relationship with our clients.
Online & Social Media Conduct
We understand that clients may wish to share their experiences online. However, we kindly ask that any concerns or complaints are raised directly with the practice in the first instance, so that we have the opportunity to investigate and resolve the issue.
Where concerns are raised publicly without prior contact, or where content is found to be misleading, defamatory, or damaging, we reserve the right to:
- Respond appropriately
- Take further action where necessary
- Review the ongoing client relationship
Practice Relationship
Our aim is to build strong, trusting relationships with our clients based on mutual respect and open communication.
Where this relationship breaks down, or where behaviour falls outside of these expectations, Phoenix Vet Practice reserves the right to end the professional relationship and remove a client from the practice list.
Respectful Behaviour
Phoenix Vet Practice is committed to providing a supportive, professional, and respectful environment for both clients and team members.
We ask that all clients treat our staff with courtesy, respect, and kindness at all times. This includes communication in person, by telephone, email, and online.
We do not tolerate:
- Abusive, aggressive, or threatening behaviour
- Discriminatory language or conduct
- Harassment of any kind
Our team is here to help and will always strive to provide the best possible care for you and your pet.
Phoenix Vet Practice reserves the right to refuse or withdraw services and remove a client from the practice list where behaviour is deemed unacceptable.
This may include, but is not limited to:
- Persistent unreasonable behaviour
- Abuse or intimidation of staff
- Failure to follow reasonable practice policies
- Repeated misuse of services
Where possible, we will communicate concerns and attempt to resolve issues prior to taking this step.