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Terms of service

Vets at Home is a trading name of The Pet Euthanasia People Ltd (company no. 16114767, registered office: Pep House, Park House Drive, Sale, M33 2HF). By booking our service, you confirm that you have read and agreed to these terms of service.

We believe in keeping things simple, no jargon, no complicated terms. Our service is built on mutual trust, clear communication, and a commitment to delivering a compassionate and dignified service for your cherished pet.

1. Our service

Saying goodbye to a cherished pet is never easy, and our goal is to make the euthanasia process as calm and dignified as possible. We use a gentle two-step approach to ensure a peaceful passing. First, we administer a sedative to help your pet relax and rest comfortably, free from any stress or discomfort. When they are peacefully resting, the final medication is given, allowing them to pass peacefully in a state of complete rest before taking their final breath.

2. Safety of our vets

The safety of our vets is of the utmost importance. In the unlikely event that our vet feels unsafe for any reason on arrival, they have the right to leave immediately. In such cases, no refund will be provided.

3. Anxious or reactive pets

Most visits are carried out without a muzzle, and our preference is always to avoid one wherever possible. If your pet is anxious, reactive, or has a history of nipping or biting, we will talk this through with you before the appointment and agree the safest approach. A muzzle may occasionally be needed as a last resort to keep everyone present safe, and it can normally be removed once the initial sedation has been given.

4. Your home and insurance

The vet is a visitor to your home. It is your responsibility to ensure that your home insurance covers any injury or incident involving the vet while they are on your property, in the same way that you would for any other visitor.

5. Cancellations and refunds

  • We understand that plans can change and should you need to cancel your appointment, you may cancel up to 24 hours before for a full refund. Should you need to do this, please call or WhatsApp us on 0333 009 0883 to ensure we receive the cancellation notice within the 24-hour window.
  • We understand circumstances can change. For cancellations made less than 24 hours before the appointment, a £100 cancellation fee is retained and paid directly to the attending vet, as their time has been reserved for your pet.
  • Prices are based on the address provided at the time of booking. If you later decide to change the address for the vet's visit, the costs may change based on the new location. If you do need to change the location, please give us at least 24 hours' notice.

6. What is included in the service

Our service includes:

  • A consultation with the vet upon arrival.
  • A two-part euthanasia process, beginning with a calming sedative, helping your pet relax into a restful state, followed by the final medication, allowing them to pass away peacefully.
  • Guidance and support on aftercare options.
  • A follow-up email to your normal vet to let them know, so you have one less thing to worry about.

7. Do we always sedate before euthanasia?

Our euthanasia protocol follows a two-stage process, beginning with sedation before the administration of pentobarbital. However, in some cases, where the attending vet determines that sedation is unnecessary or not in the pet's best interest, for example, if the pet is already at the very end of life and unresponsive (moribund) and not distressed by IV access, we may proceed directly with IV administration.

This approach allows us to:

  • Minimise unnecessary handling to keep your pet as comfortable as possible.
  • Avoid additional injections that may cause discomfort in a fragile state.
  • Ensure a peaceful and gentle passing without prolonging the process unnecessarily.

If this situation arises, the vet will explain the reasoning to you before proceeding. Should you still prefer sedation, even against the vet's advice, we will revert to our standard two-stage protocol.

By agreeing to this contract, you acknowledge that the attending vet may exercise their professional judgement in determining the most compassionate approach for your pet, while keeping you informed throughout the process.

8. Clinical assessment and fees

All euthanasia requests are subject to an in-person clinical assessment by the attending veterinary surgeon.

In line with the professional obligations set by the Royal College of Veterinary Surgeons, the veterinary surgeon will only proceed with euthanasia where, in their clinical judgement, it is in the best interests of the animal's welfare.

If, following assessment, the veterinary surgeon determines that euthanasia is not appropriate, they will explain this to you clearly and compassionately and, where appropriate, discuss alternative options or next steps for your pet.

By booking an appointment, you are reserving the time, travel, and professional services of a veterinary surgeon. The appointment fee reflects the attendance and clinical assessment provided, not solely the act of euthanasia.

For this reason, the full appointment fee remains payable in all cases where a veterinary surgeon attends the appointment, including where euthanasia is not carried out following clinical assessment.

We will always communicate openly and sensitively and support you in understanding your options so you can make the best decision for your pet.

9. What is not included

  • Cremation services are not included in the visit fee. However, we work with a network of trusted crematoriums and arrange all of this for you so that you can focus on being present for your pet. The cremation cost is confirmed before we visit.
  • The vet will not transport your pet after the procedure. Collection is arranged by one of our trusted partner crematoriums at the time of booking, so everything is in place on the day.

10. Availability and scheduling

  • Appointments are scheduled based on availability.
  • While we strive to arrive at the agreed time, unforeseen circumstances such as traffic or emergencies may cause delays. We will keep you updated if this happens.

11. Ownership

To book our services, you must be:

  • The legal owner of the pet, or have legal responsibility for the pet and the owner's permission to make decisions on their behalf.
  • 18 years of age or over.

12. Respectful environment

We ask that you and everyone present treat the vet with kindness and respect during the procedure. Any verbal abuse, threats, or inappropriate behaviour will result in the immediate termination of the service, and no refund will be issued.

13. Changes to terms of service

We may update these terms from time to time. The latest version will always be available on our website.

By booking our service, you confirm that you have read and agreed to these terms of service.

By booking our service, you confirm that you are 18 years or older and that you are either the legal owner of the pet or have full consent from the legal owner to make the decision about the euthanasia.

If you have any questions, please feel free to contact us at hello@vetsathome.com.