Terms & Conditions

All consultations are secured via online payment. For physical consultations, the online payment is taken as a deposit which is then deducted from the final invoice after the consultation has taken place.
Following the consultation, it is expected that the remaining invoice is settled as quickly as possible via bank transfer or payment link.
All invoices must be settled within 14 days of the date stated on the invoice. Failure to pay within this time frame could result in late payment charges.

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% - 1.9%).
For example. For a Tankside sick fish consult (£130 paid online) will be refunded a total of £127.98.
With a processing fee 1.55%, charged at £2.02

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.