Terms and Conditions of Business
The London Travel Vet
Last updated: 25 August 2026
These Terms and Conditions of Business apply to veterinary services and pet travel services provided by The London Travel Vet.
By booking an appointment, requesting a service, making payment for a service, or otherwise engaging The London Travel Vet, you agree to these Terms and Conditions.
1. About The London Travel Vet
The London Travel Vet provides specialist veterinary home visits across London for pets travelling internationally from the United Kingdom.
Services are primarily focused on veterinary certification, travel assessments, travel consultations and associated veterinary services required for international pet travel.
The London Travel Vet is operated by:
THE LONDON TRAVEL VET LTD
Company number: 14345099
Registered in: England and Wales
Registered office: 55 ERCONWALD STREET, LONDON, W12 0BP
The London Travel Vet is a veterinary service provided by a veterinary surgeon registered with the Royal College of Veterinary Surgeons (RCVS).
Nothing in these Terms and Conditions limits or excludes any rights or obligations arising from applicable veterinary professional requirements or applicable law.
2. Our services
Services provided by The London Travel Vet may include, but are not limited to:
Animal Health Certificates (AHCs)
Export Health Certificates (EHCs)
Fit to Fly assessments and certificates
OV66 declarations and associated export documentation
Rabies antibody testing (RNATT) and associated veterinary certification
Tapeworm treatment administration
Pet travel consultations and advice
Pet travel document reviews
Other veterinary services relating to international pet travel.
Some services may be available only following an enquiry or individual assessment of the client’s requirements.
The services available, their scope and their prices may change from time to time. The applicable price and scope of the service will be confirmed at the time of booking or before the service is undertaken where appropriate.
3. Veterinary advice and professional judgement
Veterinary advice is provided based on the information available to the veterinary surgeon at the time of the consultation or assessment.
The veterinary surgeon will use independent professional judgement when determining whether a pet is suitable for a particular veterinary procedure, examination, treatment or travel-related certification.
The London Travel Vet reserves the right to decline to issue a certificate, declaration or other veterinary document where the veterinary surgeon considers that the relevant legal, regulatory, welfare or professional requirements have not been met.
Payment for an appointment does not guarantee that a particular certificate, declaration or other document will be issued.
Where a veterinary examination identifies a health concern that requires further investigation or treatment, the veterinary surgeon may recommend that the pet’s usual veterinary practice or another appropriate veterinary service is contacted.
4. Pet travel requirements
Pet travel requirements are determined by the destination country and, where applicable, transit countries, airlines, transport providers and other relevant authorities.
Requirements can vary according to:
destination;
transit arrangements;
country of origin;
species;
breed;
age;
microchip status;
vaccination history;
timing of travel;
method of transport;
purpose of travel; and
other individual circumstances.
International pet travel requirements can change, sometimes at short notice.
The London Travel Vet will provide advice based on the information reasonably available at the time of providing the service. However, responsibility for ensuring that the final requirements of the relevant destination, transit countries, airline or transport provider have been satisfied remains with the owner or person responsible for the pet.
The London Travel Vet cannot guarantee that a pet will ultimately be accepted for travel, admitted into a country or accepted by an airline or other transport provider.
Where travel involves complex, unusual or frequently changing requirements, clients may be advised to obtain confirmation directly from the relevant authority, airline or transport provider.
5. Client responsibilities
Clients are responsible for providing complete, accurate and up-to-date information about themselves, their pet and their intended travel arrangements.
This includes, where relevant:
the pet’s identity and microchip details;
vaccination and veterinary history;
intended destination;
countries of transit;
intended travel date;
airline or transport provider;
travel route;
previous travel or residency;
import permits or other documentation;
relevant medical or behavioural information; and
any other information reasonably requested by The London Travel Vet.
Clients must check documents provided to them and promptly notify The London Travel Vet of any apparent errors, omissions or changes to their travel arrangements.
The London Travel Vet cannot be responsible for delays, additional costs, failed travel arrangements or other consequences resulting from inaccurate, incomplete or late information supplied by the client.
6. Certificates and official documentation
Veterinary certificates and declarations can only be completed where the relevant legal and veterinary requirements have been satisfied.
Where an official document is issued by, submitted to or processed by an external authority, including the Animal and Plant Health Agency (APHA), The London Travel Vet cannot guarantee the processing time, acceptance or outcome of that authority’s procedures.
Clients remain responsible for ensuring that their pet travels with all documentation required by the relevant authorities and transport provider.
Where a certificate or declaration has been issued based on information supplied by the client, The London Travel Vet cannot accept responsibility for consequences arising from information subsequently found to be incorrect or incomplete.
7. Appointments and booking
Appointments may be booked through the website, online booking system, by email, telephone, WhatsApp or other methods made available by The London Travel Vet.
An appointment is not confirmed until confirmation has been provided by The London Travel Vet or its booking system.
Clients should allow sufficient time between their appointment and their intended travel date to complete all necessary veterinary procedures, laboratory testing, documentation and administrative processes.
The London Travel Vet strongly recommends seeking advice as early as possible, particularly where travel involves countries with complex import or export requirements.
Where a client makes a booking within a period during which an urgent or short-notice surcharge applies, the applicable surcharge will form part of the price of the booking.
8. Urgent and short-notice appointments
Additional charges may apply to appointments or document issuance requested at short notice.
The applicable surcharge will be communicated at the time of booking or before the additional work is undertaken.
Where a client requests urgent work, the client acknowledges that availability may be limited and that The London Travel Vet cannot guarantee that documentation can be completed within the requested timeframe.
Clients remain responsible for allowing sufficient time for any third-party processes, including laboratory testing, APHA processing, airline requirements or other official procedures.
9. Fees and payment
Fees are displayed on the website where applicable or will be communicated to the client before the service is provided.
Some services, particularly Export Health Certificates and complex international travel arrangements, may require an individual quotation.
Additional charges may apply where the scope of work changes or additional work is required.
Examples include:
additional pets;
additional certificates or declarations;
additional appointments;
additional administrative work;
urgent or short-notice requests;
travel outside the standard service area;
repeat visits resulting from circumstances outside the control of The London Travel Vet; and
additional work required because information supplied by the client was incomplete or inaccurate.
Where reasonably practicable, additional charges will be discussed with the client before they are incurred.
Payment is due in accordance with the payment terms communicated at the time of booking or invoicing.
The London Travel Vet reserves the right to require payment in advance for certain services.
10. Additional pets
Where a service is priced for a particular number of pets, additional pets will be charged at the applicable additional-pet rate.
The maximum number of pets that can be included within a particular appointment or certificate will depend on the nature of the service and the applicable legal requirements.
11. Veterinary home visits
The London Travel Vet provides veterinary home visits across London.
The applicable service area, travel arrangements and any additional travel charges will be communicated where relevant at the time of booking.
Clients are responsible for ensuring that the veterinary surgeon can safely access the agreed location and that the pet is available at the agreed time.
If a visit cannot reasonably be completed because the veterinary surgeon cannot access the property, the pet is unavailable, or circumstances at the location prevent the service from being provided safely, the appointment may be treated as a missed or cancelled appointment.
12. Cancellations and rescheduling
Clients should provide as much notice as reasonably possible if they need to cancel or reschedule an appointment.
The cancellation charge applicable to a booking depends on the amount of notice provided and, where relevant, the amount of work already undertaken specifically for that booking.
More than 72 hours’ notice
Where a booking is cancelled more than 72 hours before the appointment and substantive preparatory work has not yet been undertaken, the client will normally be entitled to a refund of amounts paid, less any actual non-refundable payment-processing costs incurred by The London Travel Vet, where such deduction is lawful.
Where substantive preparatory work has already been undertaken, The London Travel Vet may retain or charge a reasonable amount reflecting the work actually undertaken.
Between 48 and 72 hours’ notice
Where a booking is cancelled between 48 and 72 hours before the appointment, a £50 cancellation charge may apply.
This charge reflects the time reserved for the appointment and the administrative and preparatory work associated with the booking.
Between 24 and 48 hours’ notice
Where a booking is cancelled between 24 and 48 hours before the appointment, a £100 cancellation charge may apply.
This charge reflects the time reserved for the appointment and the preparatory and administrative work associated with the booking.
Less than 24 hours’ notice or non-attendance
Where a booking is cancelled less than 24 hours before the appointment, or the client does not attend or is unavailable for the appointment, up to the full booked service fee may be charged.
The amount charged will take into account the nature of the service, work already undertaken, the time reserved for the appointment and the ability to reuse or transfer work already completed.
Preparatory work undertaken before an appointment
For many pet travel services, including Animal Health Certificates, Export Health Certificates and other official travel documentation, a significant proportion of the work may take place before the physical appointment.
This may include reviewing information and existing documentation, checking travel requirements, preparing certificates and declarations, completing administrative work, preparing paperwork for signature, and where legally and professionally appropriate, completing or pre-signing documentation in advance of the appointment.
Consequently, cancellation of an appointment does not necessarily mean that no service has been provided.
Where substantive work has already been undertaken specifically for a booking, The London Travel Vet may charge a reasonable amount reflecting that work, even where the physical appointment has not yet taken place.
The amount charged will reflect the work actually undertaken, the time reserved for the booking and any other reasonable costs incurred as a result of the cancellation. Such charges are intended to reflect services and work undertaken and are not intended to operate as a penalty.
Where work already undertaken can reasonably be reused or transferred to a rescheduled appointment, The London Travel Vet may, at its discretion, reduce or waive the applicable cancellation charge.
Rescheduling
Where a client wishes to reschedule rather than cancel, The London Travel Vet may, at its discretion, transfer preparatory work already completed to the new appointment where this remains appropriate and legally permissible.
A new appointment may require additional work or incur an additional fee where circumstances have changed, including where travel dates, destinations, requirements or documentation have changed.
Refunds
Where a refund is due, it will normally be made using the original payment method.
Where a payment-processing cost is deducted, this will be limited to an actual non-refundable cost incurred by The London Travel Vet and will only be deducted where permitted by law.
No payment-processing or administrative deduction will be made where doing so would unlawfully reduce a statutory refund.
Nothing in this section affects the client’s statutory consumer rights.
13. Online bookings and statutory cancellation rights
Where a service is booked online or otherwise constitutes a distance contract with a consumer, statutory consumer cancellation rights may apply.
Where applicable, consumers generally have a 14-day cancellation period beginning when the contract is entered into.
However, clients may expressly request that services commence during this cancellation period. Where a client requests that The London Travel Vet begins providing the service before the end of the cancellation period, the client may be required to pay for services supplied up to the point of cancellation in accordance with applicable law.
This is particularly relevant to pet travel services where preparatory work may begin shortly after a booking is made and before the physical veterinary appointment takes place.
Where a service has been fully performed following the client’s express request for it to begin during the cancellation period, the statutory right to cancel may cease where the legal requirements for this are satisfied.
Nothing in these Terms and Conditions affects the client’s statutory consumer rights.
14. Missed appointments
If a client does not attend an appointment or is not available at the agreed location or time, The London Travel Vet may treat the appointment as a missed appointment.
A missed appointment may be subject to the cancellation charges set out in section 12.
Where appropriate, a further appointment will need to be arranged and an additional fee may apply.
15. Delays and circumstances outside our control
The London Travel Vet will make reasonable efforts to provide services within the agreed timeframe.
However, The London Travel Vet cannot be responsible for delays caused by circumstances outside its reasonable control, including:
delays or changes by APHA or other government authorities;
laboratory delays;
changes to import or export requirements;
airline or transport-provider changes;
cancelled or delayed travel;
unavailable appointments or facilities outside The London Travel Vet’s control;
postal or courier delays;
technical failures;
adverse weather;
illness or other unforeseen circumstances; or
inaccurate, incomplete or late information supplied by the client.
Where such circumstances occur, The London Travel Vet will make reasonable efforts to assist the client and minimise the impact where possible.
16. Animal welfare and fitness to travel
A veterinary assessment or Fit to Fly certificate is an assessment based on the pet’s condition at the time of examination.
Issuing a Fit to Fly certificate does not guarantee that the pet’s health will remain unchanged before or during travel.
If there is a material change in a pet’s health before travel, the client should contact an appropriate veterinary surgeon before travelling.
The London Travel Vet reserves the right to decline to certify a pet as fit to travel where, in the veterinary surgeon’s professional judgement, the pet is not suitable for the proposed journey.
17. Emergencies
The London Travel Vet is not an emergency veterinary service and does not provide a 24-hour emergency service.
If a pet requires urgent veterinary treatment or is experiencing an emergency, the owner should contact their usual veterinary practice or an appropriate emergency veterinary service.
Travel certification appointments should not be used as a substitute for emergency veterinary care.
18. Veterinary records and client information
The London Travel Vet will maintain appropriate veterinary and client records in accordance with applicable legal and professional requirements.
This may include records relating to consultations, examinations, treatments, certificates, declarations, laboratory results and other documentation associated with international pet travel.
Records may need to be retained for periods specified by applicable legislation, regulatory requirements, professional guidance or the requirements of relevant authorities.
Clients may request access to personal information held about them in accordance with applicable data protection legislation.
The London Travel Vet may provide relevant information to another veterinary surgeon or professional where this is necessary for the ongoing care or welfare of the animal, where legally required, or where otherwise permitted by law.
Further information about the collection, use and retention of personal data is provided in the Privacy Policy.
19. Privacy and data protection
Personal information is collected and processed in accordance with The London Travel Vet’s Privacy Policy.
The Privacy Policy explains how personal data is collected, used, stored and shared, together with information about applicable data protection rights.
The London Travel Vet may need to process information relating to a pet and its owner in order to provide veterinary services, issue travel documentation, comply with legal and professional obligations and communicate with relevant authorities or service providers.
The Privacy Policy is available on the The London Travel Vet website.
20. Complaints
The London Travel Vet aims to provide a professional, safe and high-quality service.
If you are dissatisfied with any aspect of the service, please contact The London Travel Vet as soon as reasonably possible so that the matter can be investigated.
Complaints should preferably be made in writing and should include sufficient information to allow the matter to be investigated.
The London Travel Vet will respond to complaints as promptly as reasonably practicable and in accordance with its complaints procedure.
Making a complaint does not affect any statutory rights available to the client.
21. Liability
The London Travel Vet will provide services with reasonable care and skill and in accordance with applicable professional requirements.
Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
Subject to the above, The London Travel Vet will not be responsible for losses arising from circumstances outside its reasonable control or from information that is inaccurate, incomplete or misleadingly supplied by the client.
The London Travel Vet cannot accept responsibility for decisions or actions taken by airlines, transport providers, government authorities, border authorities, laboratories or other third parties.
Nothing in these Terms and Conditions affects the client’s statutory consumer rights.
22. Third-party services and authorities
The London Travel Vet may need to interact with third parties in connection with providing a service, including APHA, laboratories, airlines, transport providers, government authorities and other veterinary professionals.
The London Travel Vet is not responsible for the acts, omissions, decisions, processing times or requirements of those third parties.
Where a third party’s service is required, the client may be responsible for the associated third-party fees unless otherwise agreed.
23. Website information
The London Travel Vet makes reasonable efforts to ensure that information published on the website is accurate and current.
However, website content is provided for general information and should not be relied upon as a substitute for individual veterinary advice or confirmation of current destination-country requirements.
Travel requirements can change without notice.
24. Intellectual property
Unless otherwise stated, the content of the The London Travel Vet website, including text, graphics, branding, logos and other original material, belongs to or is licensed to The London Travel Vet.
Content may not be reproduced, copied, modified or commercially used without prior written permission, except where permitted by law.
25. Changes to these Terms and Conditions
The London Travel Vet may update these Terms and Conditions from time to time.
The version applicable to a booking will normally be the version in force at the time the contract for that service is entered into, unless a change is required by law or professional regulation.
The latest version will be published on the website.
26. Governing law
These Terms and Conditions are governed by the law of England and Wales.
Any dispute arising in connection with these Terms and Conditions will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory rights that a consumer may have under applicable law.
27. Contact and company information
For questions about these Terms and Conditions, bookings or services, please contact:
The London Travel Vet
Email: enquiries@londontravelvet.com
WhatsApp: CLICK HERE
Website: londontravelvet.com
THE LONDON TRAVEL VET LTD
Company number: 14345099
Registered in England and Wales
Registered office: 55 ERCONWALD STREET, LONDON, W12 0BP
Last updated: 25 August 2026