Cancellation, Refunds & Complaints Policy
The London Travel Vet
We understand that plans can change. This policy explains what happens if you need to cancel or change an appointment, how refunds are handled, and how to raise a complaint.
This policy forms part of the Terms & Conditions of The London Travel Vet.
1. Our services and advance preparation
Veterinary travel certification is not limited to the appointment itself.
For many services, a significant proportion of the professional work is undertaken before the scheduled appointment. This may include reviewing information supplied by you, checking applicable travel requirements, reviewing veterinary records, preparing and completing travel documentation, preparing documents for signature and other work required to provide the service.
The appointment itself may therefore primarily involve final verification, checking the pet’s identification and microchip, obtaining any required signatures and providing the completed documentation.
Because work may commence before the appointment, a cancellation charge may apply even where the cancellation is made more than 72 hours before the scheduled appointment.
2. Cancelling an appointment
If you need to cancel or rearrange an appointment, please contact The London Travel Vet as soon as possible.
More than 72 hours before your appointment
Where substantive preparation has not yet commenced, you will normally receive a refund of your payment, less any applicable non-refundable payment-processing costs actually incurred.
If substantive preparation has already commenced, a reasonable charge reflecting the professional work already undertaken may apply.
48–72 hours before your appointment
A £50 cancellation charge will normally apply.
24–48 hours before your appointment
A £100 cancellation charge will normally apply.
Less than 24 hours before your appointment
A cancellation charge of up to the full appointment fee may apply.
The cancellation charge will take into account the timing of the cancellation, the amount of professional work already undertaken specifically for your booking, the appointment time reserved for you and any reasonable opportunity we have to rebook the appointment.
Where appropriate, we may reduce or waive a cancellation charge, including where the appointment can be rebooked or the work already undertaken can reasonably be used for a subsequent appointment.
Cancellation charges are intended to reflect the reasonable costs and losses arising from cancellation and are not intended to operate as a penalty.
3. Cancellation after documentation has been prepared
Where veterinary travel documentation has already been substantially prepared specifically for your pet, cancellation may result in a significant amount of the service having already been provided.
In these circumstances, the amount retained may be greater than the standard cancellation charge applicable solely by reference to the time remaining before the appointment.
Where the documentation has been fully or substantially prepared, we may retain an amount reasonably reflecting the professional work already undertaken, subject to your statutory rights.
If the service has been substantially completed before cancellation, a full refund may therefore not be available even where the appointment itself has not yet taken place.
4. Changes to appointments
We will try to accommodate reasonable requests to move an appointment to another suitable date or time.
Where an appointment is rearranged rather than cancelled, we may be able to transfer work already undertaken to the new appointment.
However, if the new appointment requires additional work, if travel requirements have changed, or if the original documentation can no longer be used, additional charges may apply.
A request to change an appointment may be treated as a cancellation and rebooking where the original appointment cannot reasonably be retained or where the request is made at short notice.
5. Refunds
Where you are entitled to a refund, we will normally process it using the original payment method.
Refunds will be made without undue delay and within any timeframe required by applicable law.
For cancellations where a refund is due, any deduction for payment-processing costs will be limited to the actual non-refundable payment-processing cost incurred by The London Travel Vet in processing the original payment, where such a deduction is legally permissible.
We will not apply a payment-processing or administration charge where a refund is required because we have failed to provide the service in accordance with your statutory rights.
6. Veterinary travel certificates and documentation
The London Travel Vet takes care to prepare veterinary travel documentation accurately and in accordance with the information and instructions provided by the client and the requirements applicable at the time of preparation.
Clients are responsible for providing complete and accurate information about:
their pet;
microchip details;
vaccinations and other veterinary history;
travel dates;
destination and transit countries;
ownership and accompanying person details; and
any other information reasonably required to prepare the documentation.
If you provide incorrect, incomplete or late information, this may affect the accuracy or validity of the documentation and may result in additional work or charges.
Travel requirements can also change and may differ depending on the destination, route, transit arrangements and circumstances of travel. The London Travel Vet cannot guarantee that a pet will be permitted entry into a particular country or territory, as the final decision rests with the relevant border, veterinary or competent authority.
7. Errors in documentation
If we identify that a document has been prepared incorrectly as a result of an error on our part, please contact us as soon as possible.
We will investigate the issue and, where appropriate and legally possible, take reasonable steps to correct or replace the documentation.
Where an error results from information supplied incorrectly or incompletely by the client, or from a change in requirements after the documentation was prepared, additional charges may apply where further veterinary work or documentation is required.
Nothing in this policy excludes or limits any liability or statutory rights that cannot legally be excluded or limited.
8. Complaints
We take complaints seriously and aim to resolve concerns promptly, fairly and professionally.
If you are unhappy with any aspect of our service, please contact us as soon as reasonably possible and explain:
what has happened;
the date of the appointment or service;
the pet’s details where relevant;
the nature of your concern; and
what you would like us to do to resolve the matter.
Please provide any relevant documents or correspondence that may help us investigate the complaint.
We will acknowledge your complaint and investigate it appropriately. We will aim to provide a substantive response as soon as reasonably practicable and will keep you informed if the investigation is likely to take longer than expected.
Where appropriate, we may offer a correction, repeat service, refund, partial refund or another reasonable resolution.
Complaints relating to professional veterinary services will be handled in accordance with our professional and regulatory obligations.
If we are unable to resolve your complaint directly, we will explain what further options may be available to you.
9. Exceptional circumstances
We recognise that genuine emergencies and exceptional circumstances can occur.
Where a cancellation or failure to attend is caused by circumstances outside your reasonable control, we may use our discretion to reduce or waive a cancellation charge.
This does not create an automatic entitlement to a waiver, but we will consider exceptional circumstances fairly.
10. Statutory rights
Nothing in this policy affects your statutory rights as a consumer.
Where applicable law provides you with a right to cancel, refund, repeat performance, price reduction or another remedy, those rights will continue to apply.
11. Contact
If you need to cancel an appointment, request a refund or make a complaint, please contact The London Travel Vet using the contact details provided on our website.
Last updated: August 2026