Terms and Conditions of Business

 

I am an experienced UK qualified and registered Veterinary Surgeon providing a Holistic care service for dogs and cats as documented on my website https://holisticvetnorfolk.com

 

My opening hours are

Monday- Friday 0900-1700

We are closed on Bank Holidays and Weekends. I do not provide an out of hours service, as my service is a secondary service. You need to remain registered with your primary care vet for operations, investigations and emergency care. 

I will post my holidays on the home page of the website, and on social media. ​

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To book an appointment, please call 01603 369891 (9-5, Mon-Fri)  or email us on contact@holisticvetnorfolk.com, or use the contact form on the website. Do add this email address to your safe senders list otherwise our reply might end up in spam.

 

Holistic and complementary care, utilising acupuncture, herbal tinctures or tablets, essential oils, and natural /raw / supplement feeding advice. I also consider the lived environment and can advise on minimising exposure to toxins or allergens

Acupuncture is mainly used to treat chronic pain, after gait analysis in my garden and palpation of the whole pet. I also use laser acupuncture and electroacupuncture. 

 

Chronic pain management. I can advise on adjustments to make to lifestyle and the home environment and suggest suitable enrichment activities. I can advise you about exercise, harnesses, ramps, rugs, buggies, wheels and more.  If I identify the need for veterinary physiotherapy/hydrotherapy/canine massage (myotherapy), I have a network of contacts of suitably qualified and experienced colleagues in these fields to help you find the right person for your pet’s needs. I teach owners basic pet massage skills to help maintain the comfort of your pet at home. 

 

Herbal medicine is tailored to the needs of the individual pet, based on a complete review of the clinical notes from your own vet, a 60-90 min long first appointment getting to know you, your pet and the feeding, supplements and management already in place. 

Herbal medicine is the prevention and treatment of disease using plant extracts. Modern herbal medicine combines a knowledge of traditional herbal medicine with modern toxicology, pharmacology, and current scientific knowledge. Herbal tinctures are prepared using whole plants, or extracts of the whole plant, rather than isolated active constituents. These whole herb extracts contain many phytochemicals, vitamins and minerals, as well as the active constituent. These different components have synergistic effects making the herbal tincture more effective, with fewer side effects, than an isolated active constituent. Herbs are administered as powders, teas or tinctures, and are all medical grade.

Single herbs may be prescribed, but more commonly bespoke herbal mixtures are made up to suit the needs of the individual patient. Herbal medicines are always prescribed using a fully holistic approach, looking at all aspects of the patient’s lifestyle, diet, and general health. Herbal support aims to remove possible causes of ill health and symptoms of disease, as well as supporting organ function, and optimising general well-being and vitality.

 

Essential oils are an extension of herbal medicine - the plant essences are delivered directly to the brain and bloodstream via the olfactory system or through the skin/mucous membranes (by-passing the gut and the liver). I use Zoopharmacognosy techniques to ensure the correct oils are selected for your pet using my extensive collection of essential oils. 

 

Holistic care is also ideally suited to the chronic (long term) conditions that afflict so many middle aged and older pets - kidney, liver and heart disease, hormonal disorders, skin and ear conditions, gastrointestinal disease, post antibiotics, and can support through cancer treatment. 

Nutritional advice. I am completely independent and not tied to any pet food manufacturers.  I have a deep understanding and knowledge of raw (premade frozen or homeprepared), homecooked, freeze dried raw, gently cooked, air dried, pasteurised, minimally processed,  dry and canned diets and treats and can help you understand the labelling minefield. FEDIAF guidelines are the nutritional minimum standards used in the UK. I also advise on the multitude of food supplements marketed at pet owners and can help you understand the particular needs of your pet. 

 

Euthanasia Vet Norfolk 

I provide peaceful in-home euthanasia visits (or come to my comfort room/garden for this service if you don’t want your pet to die at home)

My experienced Registered Veterinary Nurse, Lorraine, and my capable PA, Helen, are excellent at supporting you over the phone as you make the difficult decision to book for this service. Do get in touch and they will arrange a time to discuss with you. 

I always use gently administered sedation prior to final injection and allow 60-90 minutes for these appointments to allow everybody plenty of time to process, including other pets and other members of the family, who are welcome to be present. 

We can assist with your choice of crematorium, nose and paw prints and advise on other ways of memorialising your pet. Some crematoria will collect directly from your home, others request that you transport the body to them. This needs to be arranged in advance of my appointment.

I offer transport of your pet to Abbey Pets Crematorium services in Rackheath, for a small additional fee. Please contact them to discuss casket options and payment with them directly 

If you live close to your normal veterinary practice, I can transport your pet to the practice within their opening hours and they will take care of arranging the cremation and bill you directly. This must be arranged with them in advance of my appointment. 

You are, of course, free to bury your pet at home (not in rented accommodation) or  take your pet to your own vets after my visit. A period of time for other pets to be with the body can be helpful especially for extremely closely bonded pets. 

I can make nose/paw impressions or ink paw prints and then send them to a person who makes lovely copper/silver or clay mementos from this. 

Grief support materials, and via Whatsapp/Zoom/phone/email is also available before and after euthanasia. 

For euthanasia appointments, we will always contact your primary care vet to let them know, it remains for you to cancel any Pet Health Club/care plans you may have with them, and also to cancel your pet insurance policy.

 

What I don’t do

I do not provide vaccines or prescription medications, nor do I have a surgical or hospital facility. I refer back to your primary care vet for laboratory or diagnostic testing if needed. I am a complementary care practitioner, with years of experience in standard (conventional) veterinary practice, so can have honest discussions about prescribed drugs and potential side effects. I always provide reports back to your primary care vet, and the aim is that my care is complementary to the conventional care, not as a replacement for conventional medication when indicated. 

I stock a very small range of supplements, essential oils or products that I recommend. I generally direct you to the suppliers for you to source directly. 

I may sometimes use affiliate links and receive a small rebate from a company for directing you to purchase their product. They have often provided me with educational support about their products. 

Herbal medicines are not generally freely available online in therapeutic concentrations, as they need to be used under the care of a holistic practitioner with additional training in herbal medicine. I mix tinctures bespoke to each pet and stock tablet form of various herbal complexes. I can also mix an essential oil blend bespoke to your pet. 

I do not provide out of hours or weekend care - Norwich Night Vets are our nearest facility for this service. 

 

Services are charged according to type, prices are correct as of January 2024 and will be subject to increase from time to time. An example of current prices is outlined below

Peaceful In Home Euthanasia

Cat/small dog        £430

Medium dog           £460

Large dog               £495

Extra large dog      £540

If carried out in my Comfort room/garden  - reduce fee by £100

Additional travel time over 20 min charged at £50 per 10 min

Please enquire for fees for aggressive/ unhandleable pets. Oral sedation can be arranged, extra time is needed. 

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Consultation Fees

£215 for initial 75 min consultation, includes test needling for acupuncture cases. Extensive report will be emailed. 

 

Prior to this face to face consultation, Lorraine and I will obtain and read/summarise your pets clinical notes from the primary care vets to gain an understanding of the whole life of your pet. If your pet has been registered at multiple vets/referral centres we will endeavour to obtain all.  

A detailed report and recommendations will be sent out after this initial consultation. 

VAT is not currently chargeable.

Revisit acupuncture sessions - price quoted includes reassessment and planning of treatment. 

£87.50 for <15 needles

£97.50 for >15 needles

£102.50 for electroacupuncture

May use only acupuncture needles, or include electro-acupuncture or laser acupuncture. I use Japanese needles, which are smoother and sharper than most Chinese needles, but are more expensive. The dogs and cats definitely prefer them!

Liquid Herbal Medicine    From £47.50     P&P £9

Herbal tablets   From £35 per 60 tablets  P&P £9

Dry Herbs   From £6

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Responding to emails/messages - Free - If occasional and very brief (one or two sentences)

Virtual Consultation, per 15 min - £45 - More detailed email exchange or Zoom/phone update. 

Insurance form - £20 (initial), £10 follow up - Will be sent back to you to check and send on to ins co. Lorraine can help you with this.  We do not offer direct claims

Home Visit fees - £120 if up to 20 min distance from my house. Google maps journey times will be used. Consultation fees are in addition to the visit fee. 

Add £50 per additional 10 min (or part thereof) above the initial 20 min. 

Reports to referring Vet - Included,

Reports cc’d to Client - Included - An extensive written record of the consultation enables you to reflect, review and put into action at home. 

Additional literature is often provided as an attachment to your report email. 

Reports cc’d to physios, hydrotherapists, massage therapists etc.  - Included - Joining up your pet’s care is so important. 

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For euthanasia appointments, payment is requested at time of booking to secure the appointment, then we can focus on you and your pet at the appointment itself. 

For holistic consultations, Payment is invoiced and due at the time of consultation or within 48 hrs of receiving the invoice via email.

Payment may be made by cash,  or BACS transfer. Details of how to pay are on every invoice. Cheques can sometimes be accepted. 

Herbal Formulas and tablets must be paid for in advance and cannot be refunded if you change your mind or return unused tincture as they are bespoke to each individual. 

 

Missed appointment and Late payment fees may be charged. 

Cancellations are sometimes unavoidable, as long as 24 hours notice is given, you will not be charged. My computer system sends out text message reminders 24 hours prior to an appointment. 

To cancel/reschedule, please contact Lorraine/Helen on contact@holisticvetnorfolk.com or leave a message on 01603 369891

If you have the Acuropet app, cancellations/rescheduling may be made via the app.  If you would like this app (all of your pets reports can be found here, as well as appointments and invoices) please request the link. 

Please note Lorraine, Helen  and  I cannot always respond to messages and e-mails the same day, but will endeavour to reply as soon as possible. We do not respond on weekends. If you are concerned about your pet at any time, please contact your first opinion vet or their out of hours service. 

Herbal Formulas and other items are posted out to clients after payment is made using Royal Mail 1st Class and is subject to Royal Mail’s compensation levels as defined on their website.  You are welcome to collect items as soon as they have been prepared, I have a lockbox to which I will give you the code.  

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Under my care...

I provide a secondary service to owners of pets. Each Pet treated by me must be registered with a first opinion veterinary practice  (from whom consent for my treatment must be granted) who will provide primary care and out of hours provision. 

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Termination provisions

This contract will be in effect as long as the pet is presented to me for regular re-examination at intervals of at least 6 months. Once 6 months have elapsed since my last examination, I will no longer be able to provide Herbal Formulas or other treatments by post. 

 

Staff illness

From time to time, I may suffer illness or have a family emergency, and be unable to provide the appointment planned. I will endeavour to contact you by phone and email as soon as possible to let you know if I need to cancel and rearrange the appointment for any reason. 

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Data protection and privacy

GDPR details are set out on my website, and data held in my practice management software is subject to UK GRDP regulations. 

 

Assignment of the benefit of the agreement

In the event of me selling my business or employing additional staff you agree to transfer of care and data in regard to you and your pet(s)

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Testimonials

Unless you expressly wish otherwise, any thank you comments made via WhatsApp, email, verbally or in writing may be used in marketing materials, on my social media or on my website. 

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Payment

Is requested at the time of the appointment, or within 48 hours of receiving the invoice. For insurance claims, we cannot process direct claims, we request that you pay at the time of consultation and we will then help you with the administration for the claim, (a small admin fee is charged for this).
 

Cash payments may be made at the time of consultation, Details of  how to pay by BACS are on every invoice. Cheques can sometimes be accepted with prior agreement. Late payment fees may be added and debt collection agencies may be employed to chase unpaid bills after 4 weeks. 

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Herbal Tinctures, herbal teas/tablets and essential oil blends must be paid for at time of ordering, and cannot be refunded once despatched. Postage is payable for items sent out, you are welcome to arrange collection if you prefer. 

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Payment for euthanasia is required at the time of booking, by bank transfer, or cash upon my arrival. 

 

Dispute resolution

In the event of any dispute, in the first instance please contact me directly to try and resolve the matter. If unresolved, independent mediation will be sought before resorting to arbitration or litigation.

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Insurances

I have professional indemnity insurance with the Veterinary Defence Society and am a member of the Royal College of Veterinary Surgeons, the British Veterinary Association, The Western Veterinary Acupuncture Group  and the British Association Of Veterinary Herbalists. My public liability insurance is with Lloyd and White. 

 

Terms and Conditions agreement

By attending your first appointment, agreement to the Terms and Conditions stated above is assumed.