Terms of Service

1. Who we are and what this service is

Vetsy provides remote veterinary video consultations for dogs, cats, rabbits and other small companion animals across the United Kingdom. Consultations are delivered by veterinary surgeons registered with the Royal College of Veterinary Surgeons (RCVS).

This is a telehealth service. It is not an emergency service, an out-of-hours provider, or a substitute for hands-on practice care where a physical examination is required.

2. RCVS telemedicine and "under our care"

Under RCVS telemedicine guidance, a veterinary surgeon may provide advice and, where appropriate, prescribe remotely only when they have a professional relationship with the animal and the animal is "under their care".

That relationship begins when you give a full clinical history, consent to remote assessment, and confirm that the animal has been seen in person by a veterinary surgeon where the RCVS guidance requires it. Where we cannot safely establish that relationship, our clinician will explain why and direct you to an in-person practice.

3. Visual assessment versus physical examination

A video consultation allows observation: demeanour, gait, respiratory effort, visible lesions, and how your pet responds to handling you perform. It does not allow palpation, auscultation, temperature measurement, imaging or laboratory testing.

Our clinicians will clearly state the limits of what can be concluded remotely. If a diagnosis depends on a physical examination, you will be advised to attend a practice, and we will say so during the consultation rather than after it.

4. Emergencies are excluded

Do not use this service for an emergency. If your pet is struggling to breathe, collapsed, fitting, bleeding heavily, straining to urinate, showing a swollen abdomen with retching, or has ingested a toxin, contact your nearest emergency veterinary clinic immediately.

Delaying emergency care to wait for a video appointment can harm your pet. No booking, message or triage response from Vetsy should delay that decision.

5. Fees and payment

A standard video consultation is £45 and a priority triage consultation is £65. The fee for the slot you choose is shown before you confirm the booking and again on your consultation pass.

Where an online hosted checkout link is offered, you may settle securely before the consultation. Otherwise, payment is taken at check-in. Fees are for the clinician's professional time and do not include medicines, laboratory work, referrals or in-person treatment.

6. Rescheduling and cancellation

You can move or cancel your consultation yourself from your private pass link up to 2 hours before the start time, in UK time. Inside that window, online changes are closed because the clinician's list is already committed.

To change a consultation inside the 2-hour window, message the triage chat or email hello@myvetsy.co.uk and the team will help where clinical capacity allows.

7. Prescriptions and medicines

Where a prescription is clinically appropriate and lawful, it will be issued by the consulting veterinary surgeon and dispensed through a registered pharmacy or practice. We do not sell medicines through this website.

We may decline to prescribe where remote assessment is not sufficient, where monitoring is required, or where the medicine is not permitted to be prescribed remotely.

8. Your responsibilities

You confirm that the information you give is accurate and complete, that you are the owner or authorised carer of the animal, and that you can safely follow the clinician's instructions.

You agree not to record a consultation without telling the clinician, and not to share your private pass link with anyone who is not involved in the animal's care.

9. Liability

Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be limited.

Subject to that, our liability for any consultation is limited to the fee paid for that consultation. We are not liable for outcomes arising from information you did not disclose, from instructions you did not follow, or from a decision to delay in-person or emergency care.

10. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute, without affecting any statutory rights you have as a consumer in Scotland or Northern Ireland.