Edgewater Vets – Terms and Conditions
- Introduction
Welcome to Edgewater Vets! We provide mobile veterinary care that brings expert, compassionate treatment to your pet in the comfort of your own home.
Before booking an appointment, please take a moment to read these Terms and Conditions (“Terms”). By booking with us, you confirm that you’ve read and agree to them. These Terms form the contract between you and Edgewater Vets for all services and products we provide.
During the booking process, we’ll ask for key details about you and your pet, including your pet’s health history, so that we can deliver safe, tailored care. Please keep your contact and medical information up to date so our records remain accurate. If your pet is being treated at another vet, we request that you have your pets records emailed to us so that we can continue your pets care as seamlessly as possible.
We take your privacy seriously. All personal information is handled according to our Privacy Notice, which explains what data we collect, why we collect it, and how we use and protect it.
- Our Services
✶ Mobile Veterinary Care
We provide veterinary consultations and treatments in your home, within a mutually agreed time frame. Occasionally, factors such as traffic or weather may cause delays however we’ll keep you informed if this happens. We also provide stationary clinics at select location(s) on Sundays.
✶ Transparent Pricing
We aim to be clear about the cost of your pet’s care. Prices can vary depending on your pet’s size, the procedure, or unexpected circumstances. We’re happy to provide an up-to-date price list for our regular services.
Additional charges may apply for out-of-hours visits, emergencies, or appointments outside our usual service area.
✶ Our Veterinary Practitioners
Dr. Laila Liakouras is an experienced Veterinary Surgeon registered with the Royal College of Veterinary Surgeons (RCVS) and follow its professional and continuing education standards. Edgewater Vets may also employ other Veterinary Surgeons and Registered Veterinary Nurses who are all registered and follow the same professional standards.
✶ Medications
- Emergencies and Out-of-Hours Care
✶ Triage and Queries
If you have any queries about your pet’s health, please use our video veterinary service: VidiVet. They can answer any concerns you have via asynchronous video messaging with their veterinary surgeons.
✶ Emergencies
If your pet required immediate emergency care and we are unable to provide this we’ll refer you to our trusted partner clinic: Pennard Vets in Sevenoaks. Otherwise please seek immediate care from your regular veterinary provider. We are not responsible for services provided by third parties, and you’ll pay them directly. You can contact them at 01732452344
If we can provide emergency care ourselves, additional charges may apply.
- Referrals and Second Opinions
If your pet needs specialist treatment, we may recommend referral to another veterinary professional. We don’t charge referral fees, though the referred vet will charge for their services.
If you’d like a second opinion, we’ll be happy to arrange the transfer of medical records.
- Consent
By agreeing to these Terms, you give consent for our veterinary team to provide treatment, including euthanasia, in accordance with professional best practice. We will always attempt to give you informed consent and ask for signed consent however in some circumstances verbal consent given during a consultation is sufficient authorisation to proceed.
- Your Responsibilities
✶ Payment
Prior to your appointment, you will be required to pay an up-front fee to secure your booking. Payment is due in full at the time of treatment or consultation.
Unfortunately, payment plans are currently not available.
For pets that insured, we can process your insurance claim for a nominal fee.
✶ Eligibility
You must be at least 18 years old to use our services.
✶ Accurate Information
Please provide honest and complete details about your pet’s health. We may request access to records from your previous vet, with your consent. Withholding information may limit our ability to provide appropriate care.
✶ Arriving
We will primarily be consulting in our bespoke consultation van. Please ensure that there is ample room in your driveway to park. If you do not have access to a private driveway, it will be your responsibility to find a safe parking area near your home prior to arrival.
Prior to your appointment, we will confirm the approximate time of arrival via text message.
✶ During the Consultation
A responsible adult must be present to assist with your pet. We will primarily be consulting from our consultation vehicle, however in some circumstances we may provide treatment in your home. Please keep your pets enclosed in a room which is easily accessible from the driveway. Please ensure the environment is safe for both your pet and our team. If safety is compromised, our practitioner may stop the consultation.
✶ After the Consultation
Follow any treatment or medication instructions carefully. Contact us immediately if your pet reacts unexpectedly. If we are not available, please contact your regular vet, VidiVet or, if urgent, Pennard Vets. We recommend regular health checks, and we’ll keep accurate records according to RCVS guidelines.
- Zero Tolerance Policy
We’re committed to providing kind, professional care for you and your pets — and to protecting our staff from abuse.
We will not tolerate:
- Swearing or verbal abuse
- Threatening or aggressive behaviour
- Intoxication
- Physical assault
- Inappropriate or discriminatory remarks
If such behaviour occurs, we may end the consultation immediately, refuse future service, and, if necessary, involve the authorities.
- Consultations
✶ Booking
You can request an appointment directly via our website or via the Lupa Vet app. You will be booked for a date, however we cannot guarantee exact consultation times. Please specify if you prefer morning, afternoon or evening appointments and we’ll do our best to accommodate your preferred time. Once confirmed, you’ll receive details by SMS or email. Please double-check your information.
If a consultation runs longer than expected, the fee will be adjusted accordingly.
✶ Video Consultations
For certain cases where appropriate, video consultations may be available only after an initial physical examination and only by agreement with the clinician. For video consultation, please ensure you’re ready and connected at the scheduled time. If you miss the session or have technical issues, you may still be charged.
VidiVet is a service available to our active clients which provides for asynchronous video consultations with veterinary surgeons. You can contact them if you are concerned about your pet and Edgewater Vets is not immediately available and they will advise accordingly.
✶ Fees
Consultation fees depend on the appointment type and duration. Medications and/or additional services are charged separately.
✶ Further Investigations
If tests or follow-up procedures are needed, we’ll discuss costs and next steps. You’re not obliged to proceed, but if you decline further care, you accept responsibility for any resulting consequences.
✶ Surgeries & Hospitalization
We are able to conduct procedures under sedation for your pet within our bespoke van. Unfortunately, we are not currently able to perform surgeries requiring general anaesthetic (except in emergencies) or hospitalization. Please discuss this with us if these treatments are required for your pet.
- Cancellations
- If we cancel: You won’t be charged. This may be necessary in case of sickness, emergency or adverse weather conditions.
- If you cancel: Please give at least 24 hours’ notice.
- Cancellations more than 24 hours prior to noon the previous day will reciece 100% refund.
- The call-out fee is not refundable for any cancellations made within 24 hours of appointments.
- Recording Policy
Edgewater Vets utilizes recordings (audio, video and/or photo) including CCTV and recorded consultations as part of our service for both medical record keeping and the safety of our team. If you have any questions, please discuss this with our team.
You may request to record (audio, photo, or video) during your pet’s consultation. However, to protect privacy, this will only be permitted with express consent by our clinicians and only for personal use. Unauthorised recordings may result in termination of services and, if shared publicly, potential legal action.
- VidiVetVideo Triage & Queries
Our clients will have access to VidiVet, which allows you to connect with their team of veterinary surgeons via asynchronous video for convenient advice and triage. However:
- It is not a substitute for in-person care when your pet needs physical examination.
- They may advise you to book an in-person visit if appropriate.
- We cannot guarantee outcomes and are not liable for harm resulting from advice given without complete information or if guidance is not followed.
Virtual Care and Emergencies
DO NOT use VidiVet for life-threatening emergencies. If your pet has symptoms such as severe bleeding, breathing problems, collapse, poisoning, or major injury, please contact Pennard Vets in Sevenoaks at 01732452344 open 24-hours or your regular vet immediately.
✶ Data and Privacy
Virtual consultations may be recorded for training or monitoring, and all data is handled in line with VidiVet’s Privacy Notice.
- Medication and Prescriptions
- Price Promise: We promise to be as competitive as we possibly can with regard to medications with online pharmacies. However, we are a small practice and don’t have the buying power of large online pharmacies who can get medications in bulk for a lower price.
- We dispense medication according to RCVS and Veterinary Medicines Directorate regulations.
- Always follow dosage instructions carefully. We cannot accept liability for misuse or improper storage.
- Selling or sharing prescribed medication is illegal and may result in termination of services.
- For safety, please return or properly dispose of unused medication.
- We will only prescribe treatment or medications when we have sufficient knowledge of your pet’s health. As such, any pet must be under our care and have had a physical examination with our team within a time-frame appropriate for your pet’s health.
- We won’t prescribe unnecessary medication for your pet’s care
- All treatment plans will be discussed with you beforehand, unless in life-threatening emergencies where not practicable and we need to act in your pet’s best interests to prevent suffering.
✶ Repeat Prescriptions
Pets on long-term medication must be examined by a vet at least every six months. Flea & worming medications require re-examination at least once yearly.
✶ Written prescriptions
A written prescription for medications can be supplied to be used with an external pharmacy upon request at any time.
- Written prescriptions are only provided for pets under our care and may require 4-days’ notice due to our limited operating hours.
- We will send the prescription directly to the online pharmacy of your choice. Please provide us with the name of the pharmacy and your account number.
- We may advise against this if we deem your pet’s medical condition would require medications sooner than would be practical to be mailed to you.
✶ Posted Medication
Posted items are sent via Royal Mail with an additional postage fee.
- Payment, Fees, and Insurance
✶ Fees
All prices are given in GBP and include VAT. In emergencies, treatment may be provided without prior estimate, but charges will remain reasonable.
✶ Payment Methods
We accept Apple Pay, Google Pay, and major debit/credit cards.
✶ Insurance
We recommend pet insurance. We are able to assist with filing your pet’s insurance claim for a nominal fee, but full payment must be made to Edgewater Vets before we submit a claim.
✶ Late Payments
Overdue balances may incur interest (at 3% above SONIA per annum), an admin fee, and recovery costs. Services may be suspended until payment is received.
✶ Refunds
We are unable to legally accept medication or sealed products for refunds or exchange under any circumstance.
- Promotions
Promo codes are for limited-time use, cannot be combined with other offers, and have no cash value. We reserve the right to modify or withdraw promotions at any time.
- Ownership of Clinical Records
Your pet’s clinical records remain the property of Edgewater Vets, but you may request a copy for another veterinary practice or insurer. A small administration fee may apply.
- Liability and Service Standards
We aim to provide excellent, professional care at all times. If something goes wrong, our liability is limited to the total amount paid for the services in question. We are not liable for indirect or consequential losses or for delays caused by events beyond our control.
Treatment outcomes cannot be guaranteed, but we will always act in your pet’s best interest and in line with RCVS guidelines.
- Privacy and Data Protection
We comply fully with UK GDPR and the Data Protection Act 2018.
Your personal data is stored securely and shared only when necessary for medical, legal, or emergency reasons. You may request access to your personal data at any time.
- Feedback and Complaints
We value your feedback and strive to provide the best care possible.
If you have concerns or wish to make a complaint, please contact:
📧 info@edgewatervets.com Attention Complaints
📫 Edgewater Vets, Eden House, Enterprise Way, Edenbridge Kent, TN8 6HF
We aim to respond within 10 working days and conduct an investigation within 6 weeks.
If you remain unsatisfied, you can contact the Veterinary Client Mediation Service (VCMS) for free support. Serious conduct concerns can be raised with the Royal College of Veterinary Surgeons (RCVS).
- Legal Framework
These Terms form the entire agreement between you and Edgewater Vets. If any part is found invalid, the remaining sections still apply.
We may update these Terms from time to time and will notify you before your next appointment if any changes affect your care.
This agreement is governed by English law, and any disputes will be handled by the courts of England and Wales.
Your statutory rights remain unaffected.
