Terms of Service

At Chapel Fell Veterinary Services, we understand the importance of clear and transparent terms of business. We strive to provide the highest quality care for your beloved pets while ensuring a smooth and professional experience for our clients.  By choosing to register your pet with Chapel Fell Veterinary Services you are agreeing to the terms of service laid out below. Please take a moment to familiarise yourself with our veterinary terms of business:

1. Appointments

All appointments must be scheduled in advance to ensure that we can provide the necessary time and attention to each patient. The mobile nature of our business means we are unable to offer treatment without a pre-booked appointment. To make an appointment please call the practice or email us via our contact page.   

2. Payment

For all new clients, payment for the first consultation is due either in advance or at the time of consultation. For subsequent appointments payment is due within 7 days. Late payment is subject to a weekly late payment fee of £5. For all euthanasia appointments, payment is requested in full prior to the appointment. 

3. Cancellations

If you need to cancel or reschedule an appointment, we kindly request that you provide us with at least 48 hours' notice. This allows us to offer the appointment slot to another patient in need of care. Cancellations with less than 24 hours notice are subject to a £30 cancellation fee except in the event of your pet passing away. 

4. Prescription Medications

If your pet requires prescription medications, we are happy to provide them. If a written prescription is preferred then this will be provided with a £5 per medication administrative fee.  However, please note that all prescription medications must be paid for in full prior to receipt. Chapel Fell Veterinary Services will dispose of any unused medications, providing they have been prescribed by our practice. 


As of 1st September 2023 the legislation surrounding the prescribing of antibiotics, antifungal, antiparasitic (flea and worming) and controlled medications has been changed by our governing body, the RCVS. Full information surrounding these changes can be found here. In short, prescription of any of these medications will require an in person physical examination and full consultation by a veterinary surgeon. This includes topical medications such as ear and eye drops as well as prescription flea/worming/tick preparations. Therefore:

  • Your animal will need to be seen, in person, for a clinical examination before ANY antibiotics, antifungal, or antiviral medication can be prescribed. This will become true of antiparasitic medication as of January 2024.
  • Your animal will need to be seen, in person, for a clinical examination, before ANY changes to antiparasitic medications (such as brand, concentration etc) can be made from January 2024. 
  • Your animal will still need to be seen at a minimum of every THREE months for an in person assessment for on going prescription of any long term medications required. 
  • For farm animal clients, a farm visit and assessment of at least one representative animal must be made before anti-biotics can be prescribed to the farm, in every case. 

These prescribing rules are NON-NEGOTIATBLE as the RCVS has made it clear that veterinary surgeons who are non-compliant will face disciplinary action. Any concerns raised by these changes to legislation should be raised directly with the RCVS. Although frustration is understandable in regards to the additional costs that may arise as a result of these changes, verbal abuse of staff at Chapel Fell Vets will not be tolerated and will result in termination of the veterinary care agreement with immediate effect (see Client Behaviour Agreement below). 


5. Refunds and Returns

Due to the nature of our products and services, we do not offer refunds or returns on veterinary consultations, treatments, or medications. If you have any concerns about the care provided, please don't hesitate to contact us, and we will do our best to address your concerns.

6. Privacy and Confidentiality

We take your privacy and the confidentiality of your pet's medical records seriously. We adhere to all applicable privacy laws and regulations to ensure the protection of your personal information and your pet's medical history. For further information of GDPR compliance relating to your pet's health care records please see here. 


Please note, that a summary of treatment received by Chapel Fell Veterinary Services will be provider to your Bricks and Mortar practice directly following every consultation, as mandated by the RCVS Under Care Guidance (effective 1st September 2023). By registering with Chapel Fell Veterinary Services you agree to your veterinary care provider receiving a clinical report detailing your pet's assessment and treatment. This is important to ensure the other veterinary care providers involved in your pet's health care can provide the safest (and best) care possible. Financial information will not be shared as part of this agreement. 


7. Emergency Care

As we are a mobile, limited service practice, we do not provide emergency veterinary care. In the event of an emergency, please either contact your bricks and mortar registered veterinary practice or our emergency care provider Wear Referrals. Wear Referrals can be contacted 24/7 365 days a year on 01388 777 770


We are a limited service provider for equine clients, offering an acupuncture only service. We do not provide any other services for horses and do not provide an out of hours provision. The only exception to this is in the case of a direct complication from acupuncture treatment arising. Please ensure you are registered with a primary care veterinary provider for your horse at all times. 

Thank you for choosing Chapel Fell Veterinary Services for your pet's healthcare needs. If you have any questions or require further clarification on our terms of business, please don't hesitate to reach out. 

8. Client Behaviour Agreement 

At Chapel Fell Veterinary Services we operate a zero tolerance approach to abusive behaviour and any verbal, physical or digital (online, social media etc) abuse towards any member of staff will be met with an immediate termination of the veterinary care agreement between the clinic and client (inclusive of all animals registered with the practice. In the event of a termination of the veterinary care agreement, the client will remain liable for any outstanding payments on their veterinary account and failure to pay will lead to the account being passed to a debt collection agency. In the event of the termination of the veterinary care agreement, the client is solely responsible for ensuring they have arrangements made to ensure appropriate veterinary care for their animals is in place. Chapel Fell Veterinary Services will provide emergency care, proportional to the care received by the patient, for 7 days to ensure there is no lack of veterinary care for the patient (i.e for acupuncture clients, emergency care will be provided for complications related to acupuncture only). Chapel Fell Veterinary Services will ensure all medical histories are passed to an alternative veterinary care provider, at the request of the practice in question with consent from the client, in the event of termination of the veterinary care agreement. 


9. Raising a Concern

At Chapel Fell Veterinary Services we endeavour to provide the highest standard of veterinary care to your pet, however we understand that despite this you may still feel the need to provide feedback or raise a concern. If you are dissatisfied in any way please contact the practice as soon as possible, by email, providing the following information:

  • Your name and full contact details
  • Your animal’s name, species, breed and age
  • A clear description of your concern
  • Copies of any relevant supporting documentation (if applicable)
  • Details of the outcome you would like to see

We will then investigate your concern comprehensively, and provide written feedback to hopefully address the issue. Please allow 10-14 business address for your concern to be addressed. Should you remain dissatisfied then you are welcome to contact the RCVS for an independent review. 

As part of our client agreement, we ask you to be respectful when discussing any concerns online, including on social media platforms. Any unsubstantiated libelous or slanderous action by clients may be met with legal action.