Last Updated: 15.06.2026

MR Vet Ltd Refund and Cancellation Policy

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. No Guarantee of Prescription

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.

Accordingly, payment of the consultation fee does not guarantee that a prescription will be issued, and no refund will be provided solely because a prescription is not issued or because the outcome of the consultation differs from the client's expectations.

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,

at the discretion of MR Vet Ltd.

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 a booked consultation, joins significantly late, cannot be contacted using the contact 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.

Technical issues on the client's side, including internet connectivity problems, device failures or software issues, may not be eligible for a refund.

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.

In such circumstances, the consultation fee remains payable because the professional veterinary consultation, clinical assessment and clinical advice have been provided.

Where remote prescribing is not considered clinically appropriate, no refund will be issued solely because a prescription is not provided.

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.

14. Contact

For enquiries relating to appointments, consultation fees, cancellations or refunds, please contact MR Vet Ltd using the contact details provided in your booking confirmation or on the MyVetScript website.