Terms and Conditions
Services provided:
We provide veterinary export services in your own home. All services are subject to availability, and prices may vary based upon location.
Booking and Payment:
Bookings are only confirmed once all required documentation has been received in full and checked and confirmed as correct. This includes, but is not limited to, information requested in client information forms and valid details of rabies vaccinations. Bookings will be confirmed by email once all correct documents have been received. There is an additional charge (as displayed on our 'Prices' page) if all requested details are not received by us 120 hours prior to the booked appointment.
Our normal practice is for payment to be made in full by you:
72 hours prior to any Animal Health Certificate appointment, due to the extensive preparatory work required prior to the appointment.
At the time the Services or Products are supplied, in the case of any additional Services or Products required or requested during an appointment.
All invoices must be settled in full on receipt of the invoice. Appointments which are not paid when due will be cancelled unless communication has been received and alternative arrangements agreed.
Cancellations and Refunds:
Appointments can be cancelled for a full refund until 72 hours prior to scheduled appointment time.
Appointments can be rescheduled without penalty until 24 hours prior to the scheduled appointment time (but subject to appointment availability). Appointments that have been rescheduled less than 72 hours prior to the originally-booked appointment time may be further rescheduled, but not refunded.
Changes to appointments within 24 hours of the appointment time will be treated as a No-Show (see below).
If you wish to cancel or reschedule an appointment please contact us by email. Please note that Animal Health Certificates take a good deal of time to prepare in the days before your appointment.
No-Show Policy:
If you or your pet are not present when we arrive for the appointment we will attempt to contact you. If we agree to re-attend, this is subject to our availability and an additional charge of at least £60 will be levied. Please note that agreement to re-attend (irrespective of any additional fee charged) is at our sole discretion. We reserve the right to retain the full appointment fee for any no-show appointments.
Liability:
We are not responsible for any property damage, injuries to pets, or personal injuries that occur during the appointment as a consequence of insufficient restraint. Owners must ensure that their pets are properly restrained and controlled throughout the visit. Any incidents or accidents that occur due to inadequate restraint or control of the pet are the sole responsibility of the pet owner.
We carry professional indemnity insurance in the sum of £250,000 for domestic pets ("Insured Sum"). We supply veterinary Services and Products on the condition that our liability for any loss, claim, cost or expense arising shall not exceed and shall be limited to a maximum of the Insured Sum. If you wish to assume a level of liability greater than the Insured Sum then we may agree to do so provided:
You submit your request in writing; and
We are able to obtain insurance cover for said higher level of liability; and
You pay in advance to us the additional premium incurred by us in respect of the additional cover.
We strive to ensure the accuracy and completeness of any export certificates issued, but -- per Animal and Plant Health Agency instruction -- it is your responsibility as the "Exporter" to verify the entry requirements of the destination country. Any export certificates provided by us are prepared based on the information provided by you and in accordance with the applicable regulations and guidelines. We endeavour to verify the accuracy of information provided by you, but are not responsible for any loss or damage where we have relied upon any inaccurate information you have provided.
Medical Records and Confidentiality:
All clinical history and records are stored securely, per our Privacy Policy. Clinical histories may be passed to another veterinary surgeon on written request provided there are no outstanding payments due in respect of Services provided.
Service area:
We operate in a specific geographical area. Requests from outside our standard area will be considered on a case-by-case basis and may incur additional travel fees.
Service limitations:
We are a Limited Service Provider, providing veterinary export certification services only. We do not provide clinical veterinary services or clinical emergency services.
Emergency Services:
As a Limited Service Provider of only export services, we do not provide clinical veterinary services or clinical emergency services. In case of an emergency, please contact your routine veterinary practice.
Please note that if we agree to provide any medication as part of our service, we will provide emergency provision proportionate to the service offered.
Complaints:
It is our intention that our Clients are satisfied with the services provided. In the event that you are dissatisfied, please discuss your concerns with your veterinary surgeon or contact us at hello@farnhampettravel.co.uk .
In the case of a complaint, we may share your information with our insurers or indemnity providers or other professional advisors if we believe that this will enable us to resolve your complaint more effectively.
Miscellaneous:
These terms and conditions shall be governed by English Law and subject to the exclusive jurisdiction of the English courts. If any part of these Terms are found to be void, unlawful or unenforceable, the remaining clauses will remain in full force and effect.
These terms were last updated in January 2025.