Terms & Conditions

1. General

These terms and conditions ("Terms") govern the relationship between Snoots on the Loose LTD, operating under the trade name Snoots Vet, and the members of its members-only veterinary clinic. Snoots Vet is a company incorporated in England and Wales, with company registration number 14679409 and registered office at 6 Camden Walk, London, N1 8DY.

By becoming a member, you agree to be bound by these Terms. If you do not agree to these Terms, you should not become a member or use any of the services provided by Snoots Vet.

We reserve the right to modify these terms and conditions at any time. Any changes will be effective immediately upon posting on our website, and your continued membership will constitute acceptance of such changes.

Snoots Vet accepts dogs and cats (hereinafter referred to as "pet" or "pets") into its membership plan.

By joining Snoots Vet, you certify that your pet is not being used for breeding, has not been bred for sale, and is not part of any breeding program—intentional or otherwise. Our membership is designed for companion animals only. If we determine that a member has misrepresented their pet's status and is involved in breeding, we reserve the right to cancel their membership immediately, with no further care provided. Additionally, a £250 penalty will be applied for the deception and administrative burden caused.

Snoots is here to support pet parents, not breeders. If your circumstances change and you decide to breed your pet, our membership is not the right fit.

2. Membership

Snoots Vet is a members-only veterinary clinic. Members are required to pay a monthly fee of £33 per pet to access the services provided by Snoots Vet.

Membership includes unlimited access to only those services explicitly listed as included in our online published materials, including routine procedures and diagnostic tests available at Snoots Vet, subject to the terms and conditions herein. A professional scale and polish is included as part of the membership for members who pay their membership annually. Otherwise, it's available at an additional cost for members who pay their membership monthly.

Any services not specifically outlined as included in the membership in our published materials are not included and may incur additional charges. Please note that while imaging (such as x-rays and abdominal ultrasounds) may be included when clinically necessary, this applies only to primary diagnostics that fall within the scope of primary care. Imaging required as part of post-operative treatment, follow-up investigations, or secondary care is not covered under the membership and will incur additional charges.

Elective procedures and treatments that are not medically necessary or directly related to the ongoing health of your pet are not included under the membership plan.

Snoots Vet's veterinarians will determine, based on professional judgment, which procedures are necessary for your pet's health and well-being. Any elective procedures will be communicated to the member, and separate charges will apply for such services.

Snoots Vet reserves the right to modify the membership fees, procedures offered, or any other aspect of the membership at any time. Members will be notified of any such changes and will have the option to terminate their membership if they do not agree to the changes.

Membership is non-transferable and non-refundable. This means a membership cannot be transferred to another pet, another person, or another household under any circumstance.

We reserve the right to refuse membership to anyone at our discretion.

The initial membership duration is 12 months, payable on a monthly basis in advance. Memberships continue on a rolling month basis after 12 months unless cancellation is requested by the member. Membership payments can be made in different periods (for example, quarterly or annually) if agreed by Snoots Vet.

3. Appointment Policy

Members must book appointments in advance. Appointments can be made online.

Members must give at least 24 hours' notice if they wish to cancel or reschedule an appointment. In the absence of at least 24 hours' notice, Snoots Vet reserves the right to charge a £25 appointment fee.

Members must arrive on time for their scheduled appointments. Snoots Vet allows a 10-minute grace period for late arrivals.

Timeliness allows us to keep our costs low. If a member arrives more than 10 minutes late for their appointment, Snoots Vet reserves the right to charge a £25 appointment fee.

4. Clinical Decisions

Only Snoots Vet's qualified veterinarians are authorised to make clinical decisions regarding the procedures or diagnostic tests required for a member's pet.

Membership does not entitle members to demand specific procedures or diagnostic tests for their pets. The decision to perform any procedure or diagnostic test lies solely with Snoots Vet's veterinarians based on their professional judgment.

For clarity, diagnostic imaging covered under membership is limited to primary diagnostics considered part of primary care. Any imaging performed as follow-up, post-operative assessment, or as part of secondary care is not included under the membership.

5. No Insurance Policy

Snoots Vet membership is not an insurance policy and shall not be construed as such. The membership only grants access to the veterinary services provided by Snoots Vet according to these Terms.

6. Liability

Snoots Vet and its veterinarians shall use their best efforts to provide high-quality veterinary care to members' pets. However, Snoots Vet does not guarantee the outcome of any procedure or treatment performed on a member's pet.

Snoots Vet's liability for any claim arising from the provision of veterinary services, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the amount of the membership fee paid by the member for the month in which the claim arose.

To the fullest extent permitted by law, Snoots Vet shall not be liable for any indirect, consequential, or special damages, including but not limited to loss of profit, loss of business, or loss of goodwill, arising from the provision of veterinary services.

Nothing in these Terms shall limit or exclude Snoots Vet's liability for death or personal injury caused by its negligence, fraud or fraudulent misrepresentation, or any other liability which cannot be limited or excluded by applicable law.

7. Payments

The monthly membership fee of £33 per pet is due on the first day of service and then each month on the same day thereafter.

Members are required to provide valid payment information and authorise Snoots Vet to charge the membership fee to their designated payment method on a recurring basis.

If a member's payment fails, Snoots Vet will notify the member and request an alternative payment method. The member must provide a valid payment method within 5 days of receiving such notification, or their membership may be suspended or terminated at Snoots Vet's discretion.

Additional fees, such as late appointment fees, as outlined in these Terms, shall be charged automatically to the payment method on file.

Membership fees and additional fees are non-refundable, except in cases where Snoots Vet is found to be in breach of these Terms or is otherwise required by law to issue a refund.

Snoots Vet reserves the right to modify its pricing structure at any time. Members will be notified of any changes to the membership fees or additional fees and will have the option to terminate their membership if they do not agree to the changes.

Additional charges apply for communal cremation and bandages.

A missed vaccination restart fee of £75 will apply if a member fails to attend the second appointment in a vaccine course (this fee is in addition to the standard £25 no-show charge). In these cases, the restart fee must be collected prior to rebooking or administering the next dose.

8. Exceptional Payment Circumstances

While the membership model is designed to spread the cost of care across the year, there may be rare instances where the value of services required early in a member's term significantly exceeds the amount they have paid into their membership. This includes, but is not limited to, high-cost diagnostics, multiple consultations, or urgent treatments delivered within a short period of time.

In such cases, Snoots Vet reserves the right, at its sole discretion, to request full or partial payment for those services upfront. Members will be informed before treatment is carried out and given the option to proceed on a pay-as-you-go basis or defer treatment until their membership balance better aligns with the cost of care.

This measure helps ensure that we can sustainably provide high-quality care to all members, while protecting against misuse of the membership structure.

Neutering requested within the first 6 months requires a 6-month deposit, applied to the final 6 months of the 12-month membership.

Diagnostics conducted within the first 3 months also require a 6-month deposit.

9. Cancellations

General Cancellation Policy

Memberships can only be cancelled within the initial 12-month period if the member agrees to pay the remainder of the 12 monthly payments, minus a reduction of 25% for unused services. If the member has already received treatment or services that total or exceed the equivalent of 12 months' membership payments, the 25% reduction will not apply.

48-Hour Risk-Free Trial Period

New members are eligible for a 48-hour risk-free trial period following their first appointment. During this period, members may cancel their membership without penalty by providing written notice to Snoots Vet. If any additional appointments are booked and attended, or any diagnostic tests, imaging, laboratory work, or other non-routine procedures are carried out during the first visit or any subsequent visits, the risk-free trial period will be void, and the membership will no longer be considered a trial.

Post-Trial Cancellation

After the 48-hour trial period has ended, the standard cancellation policy applies. If a member cancels their membership, they are required to pay the remaining balance of the annual membership fee, minus a 25% reduction for unused services. If the value of services already received equals or exceeds the remaining balance, the 25% reduction will not apply.

Rejoining Restriction

Members who cancel their membership during the 48-hour risk-free trial period will generally not be permitted to rejoin Snoots Vet, for the same pet or any other pets under the same ownership. Exceptions may apply on a case-by-case basis.

Cancellation Due to Breakdown of Trust

Snoots Vet is committed to providing high-quality, trusted care to all members. However, we reserve the right to cancel a membership if, in our reasonable opinion, a breakdown of trust has occurred, such that we are no longer able to provide care in line with our standards or the member's expectations. This may include, but is not limited to, repeated complaints, abusive or aggressive behaviour, or public disparagement that indicates a loss of confidence in our services. In such cases, we may offer a referral to another veterinary provider. If a membership is cancelled for these reasons, the 48-hour risk-free trial and cancellation fees will still apply.

Exceptional Circumstances

Snoots Vet reserves the right to allow cancellations outside of the terms listed above in exceptional circumstances, where we determine it is necessary or appropriate to do so.

Rejoining Restrictions for Early Cancellations

Members who cancel their membership before completing the initial 12-month term will not be permitted to rejoin Snoots Vet—or any affiliated Snoots Vet branches—except in the event of a pet's death. This restriction applies regardless of whether the membership was paid monthly, quarterly, or annually. Exceptions may be made at Snoots Vet's sole discretion in cases of genuine hardship, pet rehoming, or other extraordinary circumstances.

Annual and Two-Annual Subscription Cancellations

Members who have paid their membership fees annually or two-annually are not eligible for refunds, partial refunds, or prorated credits in the event of early cancellation.

10. Out of Hours Policy

Snoots Vet does not provide veterinary services outside of its regular operating hours. For out of hours care, members will be directed to our partner clinic, Veteris, which will handle all out of hour care needs. Snoots Vet is not responsible for any fees or charges incurred at Veteris or any other veterinary clinic during out of hours care.

11. Ownership

Members shall have full ownership of their pets' medical records. Snoots Vet retains the right to keep a copy of all records and the data contained therein, with unlimited rights to use, reproduce, display, and create derivative works based on these records, subject to applicable data protection and privacy laws.

12. Referral Policy

If Snoots Vet determines that it is unable to provide adequate care for a member's pet, Snoots Vet reserves the right to refer the member to another veterinary provider. Snoots Vet will always refer members to a provider that it believes is capable of providing the necessary care.

Members are responsible for any fees or charges incurred at the referred veterinary provider. Snoots Vet is not responsible for the services or fees charged by the referred provider.

13. Contact Information

If you have any questions regarding these Terms or your membership, please contact Snoots Vet by email at boop@snootsvet.com.

14. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.

15. Recording of Consultations

To support the highest standards of clinical care, staff training, and quality assurance, Snoots Vet records all veterinary consultations, including both in-clinic and video appointments.

These recordings help us:

• Review and improve the quality of care we provide
• Support training and supervision of our clinical team
• Ensure transparency and accurate record-keeping

Recordings are handled in accordance with applicable data protection and privacy laws, including the UK General Data Protection Regulation (UK GDPR). They are stored securely, accessed only by authorised Snoots Vet personnel, and retained only for as long as necessary for the purposes outlined above.

By attending a consultation (in person or by video), you consent to such recording and use for the purposes described. If you have concerns about the recording of your consultation, please contact us in advance at boop@snootsvet.com so that we can discuss available options.