1. About Every Tail
Every Tail Vets is a veterinary practice operated by Conversational Solutions Ltd.
Our veterinary services are provided by appropriately qualified veterinary professionals, including Veterinary Surgeons and Registered Veterinary Nurses regulated by the Royal College of Veterinary Surgeons.
You can contact us via:
Phone: +44 7869 165 567
WhatsApp: +44 7869 165 567
Email: hello@everytailvets.co.uk
Our practice address is:
74 Celebration Ave
London
E20 1DB
Our current opening hours and service information are available on our website.
2. Using Our Services
By registering with us, booking an appointment, asking us to treat your pet, buying a product, or joining Care Club, you agree to these Terms.
You confirm that:
If you ask us to treat a pet on behalf of someone else, we are entitled to rely on your authority unless we have reason to believe otherwise.
3. Registration and Pet Details
You must give us accurate and complete information about:
You must tell us if any of that information changes.
We may refuse, postpone or limit services if the information given to us is incomplete, inaccurate, misleading, or if we cannot confirm who has authority to make decisions for the pet.
We may also refuse to register you or your pet, or refuse to continue acting for you, if we believe that doing so is necessary for staff safety, animal welfare, legal or professional compliance, or because trust and cooperation have broken down.
4. Booking, Cancellations and Lateness
Please notify us at least 24 hours in advance if you need to cancel or rearrange an appointment.
If, within the previous 12 months, you:
we may require prepayment for future appointments.
If a future appointment is missed, or cancelled with less than 6 hours' notice, we may require or retain prepayment in accordance with section 6.
An appointment may be treated as missed if you arrive 5 minutes or more late and we cannot safely or reasonably fit the appointment in.
We may contact you to verify or confirm a booking.
5. Fees and Estimates
Our fees reflect professional time, medication, consumables, materials and the complexity of the case.
Unless we expressly say otherwise, a consultation fee covers consultation time only. Medications, procedures, laboratory tests, imaging, certificates, consumables and other products or services are charged separately.
Any estimate we give is an estimate, not a fixed quote. Costs may change if your pet's condition changes, if further tests or treatment are needed, or if unexpected findings arise.
Vaccination appointments include a clinical assessment to decide whether vaccination is appropriate at that time. If the vaccination goes ahead, that assessment is included in the vaccination fee. If, after examining your pet, we advise that the vaccination should not proceed because it is not clinically appropriate or safe, the appointment will be charged at our standard consultation rate instead.
If, during a consultation, admission check, pre-operative assessment or on-the-day examination, we decide that a planned procedure, treatment or service should not proceed because it is not clinically appropriate or safe, we may still charge for the professional time, examination, tests, medication, consumables or other work already carried out.
We will try to discuss significant changes with you before going ahead. In urgent situations, we may need to act without written approval if that is necessary for your pet's welfare.
6. Deposits and Prepayment
We may ask for partial prepayment, including 50% of the estimated fee, or full prepayment for surgeries, procedures, animal health certificates, high-value treatment, products, medications, written prescriptions, or future appointments.
If we require prepayment, we will tell you the amount due and when it must be paid.
Where prepayment has been required, the specific cancellation, refund and forfeiture rules in this section apply to that booking or service.
For prepaid consultations, if you cancel or rearrange with at least 2 working days' notice before the agreed appointment time, we will issue a full refund of the prepayment. If you cancel or rearrange with less than 2 working days' notice, do not attend, or arrive too late for us to see your pet safely, one consultation fee may be charged in full and we may retain the prepayment.
For prepaid procedures, surgeries, animal health certificates and other prepaid services, if you cancel or rearrange with less than 2 working days' notice, do not attend, or we are unable to proceed because admission requirements or attendance requirements have not been met, we may retain some or all of the prepayment.
If a prepaid appointment, procedure or service is cancelled or rearranged by us and we cannot offer a suitable alternative, we will refund the amount prepaid for that appointment, procedure or service.
7. Payment
Payment is due immediately after the appointment, on discharge, or when medications or products are collected, unless we agree otherwise.
We do not accept cash. We accept debit cards, credit cards and secure payment links.
If fees remain unpaid, we may pause non-urgent services, prescriptions, bookings or memberships, and we may take reasonable steps to recover the debt.
8. Insurance
We do not process direct insurance claims.
You must pay us directly and then claim reimbursement from your insurer.
We will provide reasonable supporting documents for your claim, but we cannot guarantee that your insurer will pay the claim, and any excess, exclusion or non-covered item remains your responsibility.
9. Consultations and Remote Advice
We may provide consultations, rechecks, nurse appointments and follow-up advice in person or remotely where appropriate.
Remote advice by WhatsApp, phone or email is based on the information you give us and may not be enough on its own. We may ask you to attend the practice or an emergency provider instead.
WhatsApp, email and other remote messaging must not be used for emergencies.
Appointment reminders are a courtesy only. You remain responsible for attending your appointment.
Where clinically appropriate, we may recommend further consultations, tests, hospital care, referral or a second opinion. If recommended diagnostics, treatment or monitoring are declined, that may limit the care we are able to provide, and we may ask you to sign a consent form or disclaimer.
10. Tests, Procedures and Anaesthesia
For some procedures, we need to have examined your pet recently enough to assess whether the procedure is appropriate. This may include a separate consultation before the procedure date and/or an examination on the day of admission.
Unless we tell you otherwise:
We may recommend blood tests, imaging, fluids, parasite treatment or other checks before a procedure.
Whether a vaccination, procedure, sedation, anaesthesia or other treatment goes ahead is always subject to the professional judgment of the vet responsible on the day.
If we identify new clinical findings, safety concerns, incomplete information, or any other reason why proceeding would not be in your pet's best interests, we may change, delay or cancel the planned treatment and may require further consultation, monitoring or diagnostics first.
Sedation, anaesthesia and surgery always carry risk, including complications and, rarely, death.
We may rely on verbal consent where written consent is not practical and urgent treatment is needed for your pet's welfare.
If we cannot contact you and urgent action is needed, you authorise us to provide the treatment we reasonably consider necessary.
11. Out-of-Hours and Referral Care
We do not provide 24-hour care directly.
For emergencies outside our opening hours, please contact:
Veteris Emergency Veterinary Care
51 Hoxton Square
London
N1 6PB
Phone: +44 20 4525 0794
Website: https://veteris.co.uk
You are responsible for transport and transport costs.
Emergency, referral, overnight and specialist care may be charged separately by the relevant provider and are not included in Care Club.
If you ask for a referral or second opinion, we will provide relevant clinical information to the other provider where appropriate and lawful.
12. Medicines and Prescriptions
All products and medications supplied by Every Tail Vets are for domestic use only and must be used exactly as directed.
Written prescriptions and repeat prescriptions can be requested in advance. We usually ask for 24 to 48 hours' notice, although longer may be needed in some cases.
Prescription fees apply in line with our current pricing policy on our website.
Repeat prescriptions may require your pet to be re-examined or monitored before we can authorise them.
We may refuse to prescribe or dispense medication if we are not legally or professionally allowed to do so, or if we believe it is not clinically appropriate.
We do not accept returns, exchanges or refunds for any medication, whether opened or unopened, once it has been sold or dispensed by us, unless required by law or because we supplied it in error. For non-medication retail products, such as toys, we may accept a return or exchange only if the item is unused, in a resaleable condition and returned within a reasonable period specified by us.
13. Care Club
Care Club is a membership for one named pet. It is not an insurance product.
Care Club is subject to the following terms:
Care Club may be cancelled at any time.
No cancellation fee applies if cancellation is requested within 14 calendar days of subscription;
In all other cases, a GBP50 cancellation fee applies, although we may decide to waive that fee in exceptional circumstances at our discretion.
If Care Club is cancelled, the client must pay any applicable cancellation fee and the full non-member price of any services or products provided free of charge or at a discounted rate under the membership. This includes consultations, treatments, procedures, medications, parasite treatments and any other membership benefits used.
Any refund due on cancellation will be calculated by taking:
If that calculation results in a positive balance, that amount will be refunded to the client. If it results in a zero or negative balance, no refund will be due. Where the value used exceeds the amount already paid, the client remains responsible for the difference.
14. Clinical Records and Data Protection
Clinical records, including consultation notes, imaging and laboratory results, remain our property.
You may request copies of records, and we may charge a reasonable administrative fee where allowed.
We may share records with emergency providers, referral practices, laboratories, insurers or others involved in your pet's care, where appropriate and lawful, including where your pet's care is transferred to another practice.
We use CCTV on our premises and may record consultations, telephone calls and other communications for safety, security, training, quality assurance, complaint handling and record-keeping purposes. We may also use AI scribe or other AI-assisted tools to help document consultations and communications. These recordings and notes will be handled in accordance with UK GDPR, and our Privacy Policy.
We handle personal data in line with UK data protection law. For full details of how we use your data, who we share it with, how long we keep it, and your rights including the right to complain to the Information Commissioner's Office, please see our Privacy Policy.
15. Your Responsibilities and Conduct
You must:
We operate a zero-tolerance approach to inappropriate behaviour, including verbal abuse, threatening or aggressive behaviour, harassment, intimidation, discriminatory behaviour, physical violence, attending while intoxicated, or inappropriate behaviour towards our team.
If you need extra time or support to communicate with us during an appointment, please let us know in advance where possible. Where there is a language barrier or another communication difficulty, we may ask you to attend with a relative, friend, carer, interpreter or other support person who can assist with communication, so that we can make the appointment as clear, safe and supportive as possible for you and your pet.
If this happens, we may end a consultation or appointment immediately, refuse further appointments, ask you to leave, involve the police or other authorities where necessary, and prohibit you from continuing to use our services.
We may also decide to deregister you and end our relationship with you if fees remain unpaid, trust and cooperation have broken down, or we consider that continuing to provide services would not be safe, appropriate or workable.
If we deregister you, we may require your pet's care to be transferred to another veterinary practice. Where appropriate and lawful, we may send relevant clinical history and records to the new practice to support continuity of care.
16. Complaints
If you wish to make a formal complaint, please send it to complaints@everytailvet.co.uk.
Please include:
Formal complaints should usually be raised within 3 months of the event, or within 3 months of the issue first coming to your attention, so that we can investigate while records and recollections are still reasonably fresh.
The Practice Manager will assess your complaint, discuss it with the relevant team members, and oversee the investigation. We will aim to acknowledge formal complaints within 1 working day and provide a written response within 14 working days. If we need longer, we will update you and explain the revised timescale.
If a complaint cannot be resolved directly, you may be able to use the Veterinary Client Mediation Service (VCMS). Further information is available at https://www.vetmediation.co.uk/clients.
The RCVS deals only with the most serious concerns about the professional conduct of vets and veterinary nurses.
17. Liability, Legal Rights and Other Terms
Nothing in these Terms limits or excludes any rights you have under consumer law, or any liability that cannot legally be limited or excluded, including liability for death or personal injury caused by negligence or for fraud.
We do not guarantee any particular clinical outcome.
We are not responsible for losses caused by incomplete or inaccurate information provided by you, by failure to follow our advice, or by misuse of medications or products supplied by us.
We are also not responsible for losses that were not a reasonably foreseeable result of our breach, or for services provided by third-party emergency, referral, laboratory or aftercare providers.
We may update these Terms from time to time. The latest version will be available on our website and will apply to future services after publication, unless the law requires otherwise.
If an event outside our reasonable control causes delay or disruption, we will not be responsible for that delay or disruption to the extent caused by that event.
If any part of these Terms is found to be invalid or unenforceable, the rest will still apply.
If we delay enforcing any right, that does not mean we waive it.
No person other than you and us has any right to enforce these Terms.
These Terms are governed by the laws of England and Wales, and any dispute will be subject to the jurisdiction of the courts of England and Wales.
Updated 08.04.2026
Every Tail Vets is a veterinary practice operated by Conversational Solutions Ltd.
Our veterinary services are provided by appropriately qualified veterinary professionals, including Veterinary Surgeons and Registered Veterinary Nurses regulated by the Royal College of Veterinary Surgeons.
You can contact us via:
Phone: +44 7869 165 567
WhatsApp: +44 7869 165 567
Email: hello@everytailvets.co.uk
Our practice address is:
74 Celebration Ave
London
E20 1DB
Our current opening hours and service information are available on our website.
2. Using Our Services
By registering with us, booking an appointment, asking us to treat your pet, buying a product, or joining Care Club, you agree to these Terms.
You confirm that:
- you are at least 18 years old, or have the authority of the pet's owner and the person responsible for payment;
- you are authorised to make decisions about the pet's care;
- you are responsible for paying for the services you ask us to provide.
If you ask us to treat a pet on behalf of someone else, we are entitled to rely on your authority unless we have reason to believe otherwise.
3. Registration and Pet Details
You must give us accurate and complete information about:
- your contact details;
- your pet's medical history, current condition and medication;
- any other vet or specialist involved in your pet's care.
You must tell us if any of that information changes.
We may refuse, postpone or limit services if the information given to us is incomplete, inaccurate, misleading, or if we cannot confirm who has authority to make decisions for the pet.
We may also refuse to register you or your pet, or refuse to continue acting for you, if we believe that doing so is necessary for staff safety, animal welfare, legal or professional compliance, or because trust and cooperation have broken down.
4. Booking, Cancellations and Lateness
Please notify us at least 24 hours in advance if you need to cancel or rearrange an appointment.
If, within the previous 12 months, you:
- miss 2 or more appointments; or
- cancel 2 or more appointments with less than 6 hours' notice,
we may require prepayment for future appointments.
If a future appointment is missed, or cancelled with less than 6 hours' notice, we may require or retain prepayment in accordance with section 6.
An appointment may be treated as missed if you arrive 5 minutes or more late and we cannot safely or reasonably fit the appointment in.
We may contact you to verify or confirm a booking.
5. Fees and Estimates
Our fees reflect professional time, medication, consumables, materials and the complexity of the case.
Unless we expressly say otherwise, a consultation fee covers consultation time only. Medications, procedures, laboratory tests, imaging, certificates, consumables and other products or services are charged separately.
Any estimate we give is an estimate, not a fixed quote. Costs may change if your pet's condition changes, if further tests or treatment are needed, or if unexpected findings arise.
Vaccination appointments include a clinical assessment to decide whether vaccination is appropriate at that time. If the vaccination goes ahead, that assessment is included in the vaccination fee. If, after examining your pet, we advise that the vaccination should not proceed because it is not clinically appropriate or safe, the appointment will be charged at our standard consultation rate instead.
If, during a consultation, admission check, pre-operative assessment or on-the-day examination, we decide that a planned procedure, treatment or service should not proceed because it is not clinically appropriate or safe, we may still charge for the professional time, examination, tests, medication, consumables or other work already carried out.
We will try to discuss significant changes with you before going ahead. In urgent situations, we may need to act without written approval if that is necessary for your pet's welfare.
6. Deposits and Prepayment
We may ask for partial prepayment, including 50% of the estimated fee, or full prepayment for surgeries, procedures, animal health certificates, high-value treatment, products, medications, written prescriptions, or future appointments.
If we require prepayment, we will tell you the amount due and when it must be paid.
Where prepayment has been required, the specific cancellation, refund and forfeiture rules in this section apply to that booking or service.
For prepaid consultations, if you cancel or rearrange with at least 2 working days' notice before the agreed appointment time, we will issue a full refund of the prepayment. If you cancel or rearrange with less than 2 working days' notice, do not attend, or arrive too late for us to see your pet safely, one consultation fee may be charged in full and we may retain the prepayment.
For prepaid procedures, surgeries, animal health certificates and other prepaid services, if you cancel or rearrange with less than 2 working days' notice, do not attend, or we are unable to proceed because admission requirements or attendance requirements have not been met, we may retain some or all of the prepayment.
If a prepaid appointment, procedure or service is cancelled or rearranged by us and we cannot offer a suitable alternative, we will refund the amount prepaid for that appointment, procedure or service.
7. Payment
Payment is due immediately after the appointment, on discharge, or when medications or products are collected, unless we agree otherwise.
We do not accept cash. We accept debit cards, credit cards and secure payment links.
If fees remain unpaid, we may pause non-urgent services, prescriptions, bookings or memberships, and we may take reasonable steps to recover the debt.
8. Insurance
We do not process direct insurance claims.
You must pay us directly and then claim reimbursement from your insurer.
We will provide reasonable supporting documents for your claim, but we cannot guarantee that your insurer will pay the claim, and any excess, exclusion or non-covered item remains your responsibility.
9. Consultations and Remote Advice
We may provide consultations, rechecks, nurse appointments and follow-up advice in person or remotely where appropriate.
Remote advice by WhatsApp, phone or email is based on the information you give us and may not be enough on its own. We may ask you to attend the practice or an emergency provider instead.
WhatsApp, email and other remote messaging must not be used for emergencies.
Appointment reminders are a courtesy only. You remain responsible for attending your appointment.
Where clinically appropriate, we may recommend further consultations, tests, hospital care, referral or a second opinion. If recommended diagnostics, treatment or monitoring are declined, that may limit the care we are able to provide, and we may ask you to sign a consent form or disclaimer.
10. Tests, Procedures and Anaesthesia
For some procedures, we need to have examined your pet recently enough to assess whether the procedure is appropriate. This may include a separate consultation before the procedure date and/or an examination on the day of admission.
Unless we tell you otherwise:
- pets booked for neutering should usually have been seen by one of our vets within the previous 6 months;
- pets booked for other procedures should usually have been seen within the previous 3 months;
- new or lapsed patients may need a consultation at least 3 days before the procedure.
We may recommend blood tests, imaging, fluids, parasite treatment or other checks before a procedure.
Whether a vaccination, procedure, sedation, anaesthesia or other treatment goes ahead is always subject to the professional judgment of the vet responsible on the day.
If we identify new clinical findings, safety concerns, incomplete information, or any other reason why proceeding would not be in your pet's best interests, we may change, delay or cancel the planned treatment and may require further consultation, monitoring or diagnostics first.
Sedation, anaesthesia and surgery always carry risk, including complications and, rarely, death.
We may rely on verbal consent where written consent is not practical and urgent treatment is needed for your pet's welfare.
If we cannot contact you and urgent action is needed, you authorise us to provide the treatment we reasonably consider necessary.
11. Out-of-Hours and Referral Care
We do not provide 24-hour care directly.
For emergencies outside our opening hours, please contact:
Veteris Emergency Veterinary Care
51 Hoxton Square
London
N1 6PB
Phone: +44 20 4525 0794
Website: https://veteris.co.uk
You are responsible for transport and transport costs.
Emergency, referral, overnight and specialist care may be charged separately by the relevant provider and are not included in Care Club.
If you ask for a referral or second opinion, we will provide relevant clinical information to the other provider where appropriate and lawful.
12. Medicines and Prescriptions
All products and medications supplied by Every Tail Vets are for domestic use only and must be used exactly as directed.
Written prescriptions and repeat prescriptions can be requested in advance. We usually ask for 24 to 48 hours' notice, although longer may be needed in some cases.
Prescription fees apply in line with our current pricing policy on our website.
Repeat prescriptions may require your pet to be re-examined or monitored before we can authorise them.
We may refuse to prescribe or dispense medication if we are not legally or professionally allowed to do so, or if we believe it is not clinically appropriate.
We do not accept returns, exchanges or refunds for any medication, whether opened or unopened, once it has been sold or dispensed by us, unless required by law or because we supplied it in error. For non-medication retail products, such as toys, we may accept a return or exchange only if the item is unused, in a resaleable condition and returned within a reasonable period specified by us.
13. Care Club
Care Club is a membership for one named pet. It is not an insurance product.
Care Club is subject to the following terms:
- the membership fee is paid annually in advance;
- benefits only apply to the pet enrolled on the membership;
- benefits only apply if Care Club is purchased before, or on the same day as, the eligible service;
- benefits cannot be applied retrospectively;
- parasite prevention is discounted and is not included free of charge;
- no multi-pet discount applies.
Care Club may be cancelled at any time.
No cancellation fee applies if cancellation is requested within 14 calendar days of subscription;
In all other cases, a GBP50 cancellation fee applies, although we may decide to waive that fee in exceptional circumstances at our discretion.
If Care Club is cancelled, the client must pay any applicable cancellation fee and the full non-member price of any services or products provided free of charge or at a discounted rate under the membership. This includes consultations, treatments, procedures, medications, parasite treatments and any other membership benefits used.
Any refund due on cancellation will be calculated by taking:
- the amount paid by the client for Care Club and any discounted products purchased under it, including discounted parasite treatments;
- the full non-member price of all services and products received under Care Club; and
- any applicable cancellation fee.
If that calculation results in a positive balance, that amount will be refunded to the client. If it results in a zero or negative balance, no refund will be due. Where the value used exceeds the amount already paid, the client remains responsible for the difference.
14. Clinical Records and Data Protection
Clinical records, including consultation notes, imaging and laboratory results, remain our property.
You may request copies of records, and we may charge a reasonable administrative fee where allowed.
We may share records with emergency providers, referral practices, laboratories, insurers or others involved in your pet's care, where appropriate and lawful, including where your pet's care is transferred to another practice.
We use CCTV on our premises and may record consultations, telephone calls and other communications for safety, security, training, quality assurance, complaint handling and record-keeping purposes. We may also use AI scribe or other AI-assisted tools to help document consultations and communications. These recordings and notes will be handled in accordance with UK GDPR, and our Privacy Policy.
We handle personal data in line with UK data protection law. For full details of how we use your data, who we share it with, how long we keep it, and your rights including the right to complain to the Information Commissioner's Office, please see our Privacy Policy.
15. Your Responsibilities and Conduct
You must:
- follow the advice, treatment plans and aftercare instructions we give you;
- bring your pet for recommended rechecks or monitoring where needed;
- transport your pet safely and tell us if your pet may bite, scratch or behave aggressively;
- collect your pet, medication or products when asked;
- treat our team, other clients and animals respectfully.
We operate a zero-tolerance approach to inappropriate behaviour, including verbal abuse, threatening or aggressive behaviour, harassment, intimidation, discriminatory behaviour, physical violence, attending while intoxicated, or inappropriate behaviour towards our team.
If you need extra time or support to communicate with us during an appointment, please let us know in advance where possible. Where there is a language barrier or another communication difficulty, we may ask you to attend with a relative, friend, carer, interpreter or other support person who can assist with communication, so that we can make the appointment as clear, safe and supportive as possible for you and your pet.
If this happens, we may end a consultation or appointment immediately, refuse further appointments, ask you to leave, involve the police or other authorities where necessary, and prohibit you from continuing to use our services.
We may also decide to deregister you and end our relationship with you if fees remain unpaid, trust and cooperation have broken down, or we consider that continuing to provide services would not be safe, appropriate or workable.
If we deregister you, we may require your pet's care to be transferred to another veterinary practice. Where appropriate and lawful, we may send relevant clinical history and records to the new practice to support continuity of care.
16. Complaints
If you wish to make a formal complaint, please send it to complaints@everytailvet.co.uk.
Please include:
- your name and contact details;
- your pet's name;
- a factual summary of what happened;
- the date or approximate date of the issue;
- any relevant documents or screenshots; and
- the outcome you are seeking.
Formal complaints should usually be raised within 3 months of the event, or within 3 months of the issue first coming to your attention, so that we can investigate while records and recollections are still reasonably fresh.
The Practice Manager will assess your complaint, discuss it with the relevant team members, and oversee the investigation. We will aim to acknowledge formal complaints within 1 working day and provide a written response within 14 working days. If we need longer, we will update you and explain the revised timescale.
If a complaint cannot be resolved directly, you may be able to use the Veterinary Client Mediation Service (VCMS). Further information is available at https://www.vetmediation.co.uk/clients.
The RCVS deals only with the most serious concerns about the professional conduct of vets and veterinary nurses.
17. Liability, Legal Rights and Other Terms
Nothing in these Terms limits or excludes any rights you have under consumer law, or any liability that cannot legally be limited or excluded, including liability for death or personal injury caused by negligence or for fraud.
We do not guarantee any particular clinical outcome.
We are not responsible for losses caused by incomplete or inaccurate information provided by you, by failure to follow our advice, or by misuse of medications or products supplied by us.
We are also not responsible for losses that were not a reasonably foreseeable result of our breach, or for services provided by third-party emergency, referral, laboratory or aftercare providers.
We may update these Terms from time to time. The latest version will be available on our website and will apply to future services after publication, unless the law requires otherwise.
If an event outside our reasonable control causes delay or disruption, we will not be responsible for that delay or disruption to the extent caused by that event.
If any part of these Terms is found to be invalid or unenforceable, the rest will still apply.
If we delay enforcing any right, that does not mean we waive it.
No person other than you and us has any right to enforce these Terms.
These Terms are governed by the laws of England and Wales, and any dispute will be subject to the jurisdiction of the courts of England and Wales.
Updated 08.04.2026