Terms & Conditions
Holisticvet Ltd. Terms and Conditions of Business | Last updated: 20th April 2026
Thank you for entrusting us with your pet’s care. Our approach brings together the best of holistic and conventional medicine — including food as medicine — grounded in careful, evidence-based thinking. Everything we do is aimed at your animal’s long-term health and well-being.
Holisticvet Ltd. operates as a holistic and integrative veterinary consultancy. We work alongside your primary vet, not as a replacement for them. We do not provide emergency care, routine vaccinations or primary first-opinion services.
Contacting Us
Bookings, Clinical and General Queries
All consultations are booked through Sasha at sasha@holisticvet.co.uk. Sasha handles all clinical, booking and general queries and will liaise with Dr Thompson to arrange your appointment as promptly as possible. Once booked, Sasha will confirm your appointment and advise what to prepare and send in advance.
Sasha aims to respond to all enquiries within one working day.
Orders and Insurance Queries
For all ordering and insurance queries, please contact Elly at office@holisticvet.co.uk.
WhatsApp and Urgent Contact
Existing clients may contact Dr Thompson by WhatsApp or mobile for urgent queries, using the number already held. For non-urgent matters, contacting Sasha by email is preferred. New clients should contact Sasha in the first instance to arrange an appointment.
Dr Thompson reads messages from approximately 8–9am on weekdays. Please allow a little longer at weekends.
Emergencies
In an emergency, please contact your primary vet or the nearest out-of-hours service in the first instance. We are a consultancy practice and are not able to provide emergency care.
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Consultation Fees – effective from 12th May 2026
All consultations — initial, follow-up, face-to-face or telephone — are chargeable and by appointment only. Preparation time for each consultation is 30–60 minutes and includes reading clinical notes, background research, and liaison with your veterinary practice. An initial brief telephone chat prior to booking is offered at Dr Thompson’s discretion and is not charged for.
Initial Consultation
£395 + VAT (45–90 min consultation + 30–60 min prep (notes, research, liaison with your vet).
Regular & Follow-Up
£195 + VAT (30–45 minutes).
Short & Follow-Up
£135 + VAT (20–30 minutes).
Brief Follow-Up
£95 + VAT (5–20 minutes).
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Clinical Notes
We require an up-to-date copy of your pet’s clinical notes from your primary vet or specialist before your consultation takes place. Notes must be sent directly by the vet or specialist to nickthompson@holisticvet.co.uk — not forwarded via a third party, as this can compromise the integrity of the clinical record. If notes have not arrived in time, we may need to reschedule your appointment.
We maintain clinical records for all patients seen by Dr Thompson. You may request a copy of your pet’s records at any time by contacting Sasha.
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Ordering Medicines, Supplements and Remedies
We supply a range of medicines, supplements, herbal preparations and remedies. Many are made or sourced to order, so please give as much notice as possible.
We recommend keeping an eye on your stock. When you have approximately two weeks’ supply remaining, please contact Elly at office@holisticvet.co.uk, and we will ensure continued supply without interruption. You may also find our website useful for browsing tried and tested supplements and other products we recommend.
Postage
We send all parcels by Royal Mail Second Class (48-hour) as standard. First Class (24-hour) is available at a small extra cost. We can courier medicines anywhere in the world — please ask Elly if you need this.
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Pet Insurance Cover
We are glad to support you through the insurance process and will do everything we can to make claims as straightforward as possible. We treat insured and uninsured animals equally.
Please pay your invoice within 7 days of receipt, then submit your claim directly to your insurer. Most insurers allow you to do this online, which speeds up the process considerably. Once you have submitted your claim, your insurer will usually contact us directly for any supporting information, and we will respond promptly.
If you would like us to initiate your claim on your behalf, or if your claim is unusually complex, an administration fee of £35 + VAT applies.
Preparing Your Claim – Important
Getting this right at the outset saves time for everyone. When submitting your claim, please ensure:
The name on the claim matches the name on your insurance policy exactly.
The condition being claimed for is clearly stated.
Each medicine, supplement or product listed is described as being prescribed for that specific condition.
Any item unrelated to the claimed condition is submitted as a separate claim or omitted, depending on your policy.
Mismatches between the policyholder name, the condition and the items claimed are the most common cause of rejected or delayed claims.
Before Your First Consultation
We recommend checking your policy before your first appointment. Pre-authorisation is worth requesting if your insurer offers it. Referred cases tend to go through more smoothly — ask your vet to refer you if you would like that.
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Payment Terms
Payment is due within 7 days of the invoice date, by bank transfer. Prompt payment helps us remain a small, responsive practice focused on your pet’s care rather than administration.
If a payment is overdue, we will charge an administration fee of £25 + VAT for every two weeks after the invoice date. Where an account remains outstanding after reasonable contact, we may pass the matter to a debt collection agency. Any charges added at that stage — currently 20% of the outstanding balance plus court costs — are the agency’s own fees, not ours.
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Estimates
We are happy to provide a cost estimate for a course of treatment. Any estimate is approximate — an animal’s condition does not always follow a predictable course, and we will keep you informed if costs are likely to change.
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Missed Appointments
A cancellation fee of 50% of the booked consultation fee applies to any appointment cancelled with less than 24 hours’ notice. If you need to cancel, please contact Sasha as soon as possible at sasha@holisticvet.co.uk.
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Your Data
Holisticvet Ltd. is the data controller for the personal and clinical data you provide. We process this data to deliver veterinary care, manage accounts and meet our legal obligations. Our lawful basis is the performance of a contract and, where relevant, compliance with a legal obligation.
We do not sell your data or share it with third parties except where necessary to provide your care (for example, your primary vet) or where required by law. Data is held securely and retained only as long as necessary.
You have the right to access, correct or request deletion of your personal data. To exercise any of these rights, or to read our full Privacy Notice, please visit holisticvet.co.uk or contact Elly at office@holisticvet.co.uk.
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Complaints
We aim to provide an exceptional standard of care and communication. If you feel we have fallen short, please tell us — we genuinely want the chance to put things right.
Please raise any concern with Sasha in the first instance at sasha@holisticvet.co.uk. We will acknowledge your concern within two working days and aim to resolve it within five working days. Most concerns are resolved quickly when raised promptly.
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Our Commitment to You
We give every animal in our care the same attention we give our own dogs. That is the standard we hold ourselves to, every time.
We take time with each case. We read the notes carefully, research thoroughly, and think before we advise. We communicate honestly — including when the answer is uncertain or when the most useful thing we can say is that we do not yet know. We work with your primary vet, not around them, because the best outcomes come from joined-up care.
Holistic medicine, in our hands, means looking at the whole animal: nutrition, gut health, immune function, environment and emotional wellbeing, alongside rigorous conventional clinical assessment. We believe food is medicine — and that getting nutrition right is often the single most powerful thing we can do for a patient.
Our commitment is to bring our full knowledge, experience and care to your pet, every time. Thank you for choosing us.
Thank you for trusting us with your pet’s care.
Holisticvet Ltd., The Veterinary Practice, The Bungalow, Slaughterford, SN14 8RH
Registered in England under number 04592006 | VAT No: 840598507 | VAT Rate: 20%