Terms of Service

1. Who we are

Pet Care at Door ("we", "us", "our") operates petcareatdoor.co.uk, a technology platform that connects pet owners with independent, RCVS-registered veterinary surgeons and registered veterinary nurses ("professionals") who offer home-visit appointments. We are a booking marketplace, not a veterinary practice: we do not employ the professionals listed on the site, and we do not provide veterinary services, medical advice, diagnosis, or treatment ourselves.

2. Accounts

You must provide accurate information when creating an account and keep your login details secure. You're responsible for activity that happens under your account. Professionals must hold current RCVS registration and appropriate insurance for the services they list, and must keep their verification documents up to date.

3. Bookings and fees

When you book a visit, you enter into a direct arrangement with the professional providing it; we facilitate the booking and payment but are not a party to the appointment itself. Fees are set by each professional and shown before you confirm a booking, including any travel fee that applies outside their free radius. Payment is processed through our payment provider, Stripe — we do not store your card details.

Either side can cancel a pending or accepted booking before the appointment; repeated late cancellations may affect a professional's ability to accept future bookings, and repeated no-shows by an owner may affect their ability to book.

4. Clinical responsibility

All clinical decisions — diagnosis, treatment, medication, and advice given during or after a visit — are the sole responsibility of the professional providing care, acting under their own RCVS registration and professional indemnity insurance. We are not responsible for the quality, safety, or outcome of any veterinary service booked through the platform.

5. Subscriptions

Professionals may take a limited number of bookings free of charge before a paid subscription is required to keep accepting new bookings, as described in their dashboard. Subscription fees are billed through Stripe and can be managed or cancelled from the professional's billing settings.

6. Acceptable use

Don't use the platform to book appointments in bad faith, misrepresent your identity or a pet's needs, harass another user, or attempt to circumvent bookings or payments outside the platform in a way that avoids the fees described here. We may suspend or close accounts that break these terms.

7. Liability

To the extent permitted by law, our liability is limited to the fees paid to us for the booking in question. Nothing in these terms limits liability that cannot be limited under English law, including liability for death or personal injury caused by negligence or for fraud.

8. Changes and termination

We may update these terms from time to time; continued use of the site after a change means you accept the update. You can close your account at any time from your account settings, or by contacting us.

9. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.

10. Contact

Questions about these terms? Email us at support@petcareatdoor.co.uk.