Last Updated: 15.06.2026

1. Introduction

This Refund and Cancellation Policy applies to veterinary consultations provided by MR Vet Ltd, an RCVS-registered veterinary practice.

This policy applies only to veterinary consultations provided by MR Vet Ltd and does not govern your use of the MyVetScript platform, which is operated separately by FTC Vets Ltd.

This policy should be read alongside the MR Vet Ltd Terms and Conditions and MR Vet Ltd Privacy Policy, which also apply to veterinary consultations provided by MR Vet Ltd.

By booking and paying for a consultation with MR Vet Ltd, you agree to this policy.

2. Consultation Fees

Following review of your case, MR Vet Ltd may invite you to arrange a veterinary consultation where it is considered clinically appropriate.

Consultation fees are payable directly to MR Vet Ltd before an appointment can be confirmed.

Payment covers the professional veterinary consultation and clinical assessment carried out by an appropriately qualified veterinary surgeon.

Payment does not guarantee that a prescription will be issued or that any particular clinical outcome will be achieved.

3. Invitation to Proceed

An invitation to arrange a consultation does not guarantee the availability of any specific appointment date, time or veterinary surgeon.

Appointments remain subject to availability at the time of booking.

4. Prescribing Decisions and No Prescription Refund

All prescribing decisions remain solely at the discretion of the attending veterinary surgeon following clinical assessment and professional judgement.

Following the consultation, a prescription may:

• Be issued;
• Be issued subject to recommendations, monitoring or conditions;
• Be modified; or
• Be declined.

The consultation fee covers the professional veterinary consultation, clinical assessment, advice and decision-making provided by the attending veterinary surgeon. It is not a fee for the issue of a prescription.

Payment of the consultation fee does not guarantee that a prescription will be issued.

If, following the consultation, the attending veterinary surgeon determines that a prescription cannot appropriately be issued, the consultation fee will be refunded in full.

This refund policy does not influence the veterinary surgeon’s clinical decision. All prescribing decisions are made solely on clinical grounds.

Where a prescription is issued, including where it is modified from the treatment originally requested or issued subject to recommendations, monitoring or conditions, the consultation fee remains payable.

5. Cancellation by the Client

More than 24 hours before the appointment:

Appointments cancelled more than 24 hours before the scheduled appointment time will normally be eligible for either a full refund or rescheduling to another available appointment.

Less than 24 hours before the appointment:

Appointments cancelled within 24 hours of the scheduled appointment time will not normally be eligible for a refund.

Rescheduling may be offered at the discretion of MR Vet Ltd.

6. Failure to Attend

If a client fails to attend, joins sufficiently late that the veterinary surgeon is unable to complete an appropriate clinical assessment, cannot be contacted using the details provided, or otherwise prevents the consultation from taking place, the consultation fee may be forfeited.

A new appointment may require payment of a further consultation fee.

7. Technical Difficulties

Where a consultation cannot proceed due to technical issues within the control of MR Vet Ltd, the appointment will normally be rescheduled at no additional cost.

Where rescheduling is not possible, a refund may be offered.

Where technical difficulties on the client's side prevent an adequate consultation from taking place, including internet connectivity problems, device failures or software issues, a refund may not be available. Rescheduling may be offered at the discretion of MR Vet Ltd.

8. Clinical Unsuitability Identified During Consultation

During the consultation, the attending veterinary surgeon may determine that:

• Additional information is required;
• Diagnostic testing is required;
• Monitoring is required;
• A physical examination is necessary; or
• Remote prescribing is not clinically appropriate.

Where the attending veterinary surgeon determines that a prescription cannot appropriately be issued following the consultation, the consultation fee will be refunded in full in accordance with Section 4 of this Policy.

Where a prescription is issued subject to recommendations, monitoring, additional investigation or other conditions, the consultation fee remains payable.

Any additional veterinary examination, diagnostic testing, monitoring or treatment recommended following the consultation is separate from the consultation fee and may incur additional charges.

9. Further Investigation or Examination

Where the attending veterinary surgeon determines that further investigations, monitoring, diagnostic testing or an in-person examination are required, responsibility for arranging those services rests with the client and their usual veterinary practice or another appropriate veterinary provider.

Any additional investigations, treatments or examinations are separate from the consultation fee and may incur additional charges.

10. Cancellation by MR Vet Ltd

Where MR Vet Ltd cancels a consultation before it takes place, the client will normally be offered either:

A full refund; or

Rescheduling to another available appointment.

11. Duplicate Payments

Any duplicate payments made in error will be refunded following verification.

12. Exceptional Circumstances

MR Vet Ltd reserves the right to consider requests for refunds or rescheduling outside this policy where exceptional circumstances apply. Any such requests will be considered on a case-by-case basis.

13. Refund Processing

Approved refunds will normally be processed using the original payment method.

Refund processing times may vary depending on the payment provider and financial institution involved.

MR Vet Ltd will initiate approved refunds as soon as reasonably practicable. The time taken for funds to appear in the client's account will depend on the payment provider and financial institution.

14. Contact

For enquiries relating to appointments, consultation fees, cancellations or refunds, please contact:

MR Vet Ltd
records@mrvet.co.uk