Terms & Conditions

Payment Terms

  • 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 will result in late payment charges.


    Koi Health Checks & Telehealth Consultations Cancellations

  • 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, before 24 hours of the consultation is free of charge and can be done online or via email.

  • Cancellation due to the death of a fish - we understand that fish health can change unexpectedly. If your fish passes away before your scheduled consultation and the appointment is no longer required, please contact us as soon as possible. We will cancel the booking and provide a full refund of the consultation fee paid online.

Subscription Packages Terms & Conditions

  • London Aquatic Veterinary Services offers two koi health subscription packages

    • Local Koi Health Subscription Package

    • Regional Koi Health Subscription Package

  • What subscription package you need is determined by your location and proximity to our two bases in West London (W13) and Essex (CM3). Unfortunately subscriptions are not currently available to clients outside of 2 hours drive from our bases.

  • Journey time to your location is based on typical, day time traffic conditions using the quickest route.

  • Visits between 1 and 1 hour 15 minutes, will be rounded down to 1 hour.

  • Bi-annual visits are subject to a maximum consultation duration of 1.5 hours for Local Koi Health Subscription clients and 2 hours for Regional Koi Health Subscription clients. Where additional time is required beyond these limits, it will be charged at £125 per hour, in 30-minute increments (£62.50 per additional 30 minutes), subject to the client’s agreement. You will be advised when the standard consultation period has elapsed and given the option to extend the visit before any additional charges are incurred.

    Cancellations

  • You can cancel and request a full refund on a subscription within 14 days of making the purchase provided no Telehealth or Koi Health Consultations have taken place. 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.