Terms & Conditions
Cancellation T&C’s - Subscription
You can cancel and request a full refund on a subscription within 14 days of making the purchase provided no telehealth consultations or physical consultations has been used. The amount paid will be returned in full.
Cancellations and refunds are not possible after the first 14 days of the subscription starting or after a telehealth or physical health consultation has been used. Cancellations requested after this stage will result in the termination of your subscription at the end of the year but no refund will be issued.
Cancellation T&C’s - Physical & Telehealth Consultations
You can cancel and request a full refund for a booked consultation up to 24 hours before the consultation is scheduled to take place. Any consultations cancelled with less than 24 hours notice will be not refunded. Rescheduling a consultation is free of charge.
In the unfortunate event your fish passes away before the consultation and you need to cancel, the majority of your consultation fee booking will be refunded. A small fee will be charged to cover the online processing fees (1.55%).
For example. For a Tankside sick fish consult (£130 paid online) will be refunded a total of £127.98.
With a processing fee charged at £2.02
Gold Pond Subscription
This package is for all koi ponds or ponds greater than 3000L in volume.
This package entitles clients to two annual health checks per year.
These checks are best conducted in Spring and Autumn.
Subscription excludes the cost of diagnostic tests & medications.
Each check includes full water quality testing on one body of water.
Each check includes the physical examination of up to three fish under sedation.
There are no mileage charges for clients within the M25 or within 1 hour of the postcode SE1 (Central London).
For clients outside of these limits mileage will be charged at 0.45p/mile from the M25, both ways. This will calculated and invoiced to you after the consultation (along with any other extra services that may have been added during the consultation).
This package includes a discount of 10% on all diagnostic tests.
10% Discount does not apply to diagnostic interpretation fees.
The use of ultrasound for diagnostic and sexing purposes during bi-annual visits is free of charge for 3 fish. An additional charge of £25/ per 3 fish will applied to any additional fish scanned on that day. Any additional charges such as this service, will be invoiced to you following the consultation.
Although Bi-annual visits are intended to be used for routine, general health checks on fish, each visit can be used to explore disease outbreaks if they occur and used as a ‘sick fish consult’ instead. Each of the bi-annual visits is limited to 1.5 hours duration. If the duration of the consult exceeds 1.5 hours, then a 50% discounted rate of £72.50/hour will be applied to the subsequent hours after the initial 1.5 hour.
Any additional visits required during the year will be charged at a reduced rate of £100/hour with standard mileage rates 0.45p/mile applied. 10% discount on diagnostics will still apply.
Silver Pond Subscription
This package is for all koi ponds or ponds less than 3000L in volume and for goldfish only
This package entitles clients to two annual health checks per year.
These checks are best conducted in Spring and Autumn.
This package is for outdoor ponds only.
Subscription excludes the cost of diagnostic tests & medications.
Each check includes full water quality testing on one body of water.
Each check includes the physical examination of up to three fish under sedation.
There are no mileage charges for clients within the M25 or within 1 hour of the postcode SE1 (Central London).
For clients outside of these limits mileage will be charged at 0.45p/mile from the M25, both ways. This will calculated and invoiced to you after the consultation (along with any other extra services that may have been added during the consultation).
This package includes a discount of 10% on all diagnostic tests.
10% Discount does not apply to diagnostic interpretation fees.
The use of ultrasound for diagnostic and sexing purposes during bi-annual visits is free of charge for 3 fish. An additional charge of £25/ per 3 fish will applied to any additional fish scanned on that day. Any additional charges such as this service, will be invoiced to you following the consultation.
Although Bi-annual visits are intended to be used for routine, general health checks on fish, each visit can be used to explore disease outbreaks if they occur and used as a ‘sick fish consult’ instead. Each of the bi-annual visits is limited to 1.5 hours duration. If the duration of the consult exceeds 1.5 hours, then a 50% discounted rate of £67.50/hour will be applied to the subsequent hours after the initial 1.5 hour.
Any additional visits required during the year will be charged at a reduced rate of £100/hour with standard mileage rates 0.45p/mile applied. 10% discount on diagnostics will still apply.
Bronze Tank Subscription
This package entitles clients to two annual health checks per year.
This package is for inside tanks only.
Goldfish in outdoors ponds or tanks are not included in this package.
Subscription excludes the cost of diagnostic tests & medications.
Each check includes full water quality testing on one tank.
Each check includes the physical examination of up to three fish under sedation.
There are no mileage charges for clients within the M25 or within 1 hour of the postcode SE1 (Central London). For clients outside of these limits mileage will be charged at 0.45p/mile from the M25, both ways. This will calculated and invoiced to you after the consultation (along with any other extra services that may have been added during the consultation).
For clients outside of these limits mileage will be charged at 0.45p/mile from the M25, both ways.
This package includes a discount of 10% on all diagnostic tests.
10% Discount does not apply to diagnostic interpretation fees.
The use of ultrasound for diagnostic and sexing purposes during bi-annual visits is free of charge for 3 fish. An additional charge of £25/ per 3 fish will applied to any additional fish scanned on that day.
Please note ultrasound may not be possible for small fish.
Although Bi-annual visits are intended to be used for routine, general health checks on fish, each visit can be used to explore disease outbreaks if they occur and used as a ‘sick fish consult’ instead. Each of the bi-annual visits is limited to 1.5 hours duration. If the duration of the consult exceeds 1.5 hours, then a 50% discounted rate of £62.50/hour will be applied to the subsequent hours after the initial 1.5 hour.
Any additional visits required during the year will be charged at a reduced rate of £100/hour with standard mileage rates 0.45p/mile applied. 10% discount on diagnostics will still apply.
Bronze Telehealth Subscription
This package entitles clients to two telehealth consults over the phone per year.
Telephone consults last 25 minutes.
If a consultation lasts longer than 30 minutes you may be charged an additional consultation fee of £35. This will be at the veterinarian’s discretion.
If additional phone consults are required during the year, these will be charged at a reduced rate of £30/25 minutes.
This package includes a discount of 10% on all diagnostic tests. 10% Discount does not apply to diagnostic interpretation fees.
If a physical consultation is recommended during the telehealth consultation and the client is within the practice area, £20 discount will be applied to the final invoice. Discount only valid when consultation booked within 1 month of telephone consult.