Terms of Service

Last Updated: February 2026

Version 1.16

1. Getting Started

1.1 Introduction

We are Creature Comforts Pets Limited (“we”, “us”, or “our”), a limited company registered in England and Wales. Our company registration number is 14431346 and our registered office is at 2nd Floor Regis House, 45 King William Street, London, United Kingdom, EC4R 9AN.

We help pet owners ("you", or "your") who are seeking veterinary services for their pet (“pet”, or “animal”). Please read these terms of service (“terms”), before you seek treatment from us for Your Animal, or buy any products or services from Us.

When you register or login to our app or website, or when you book an appointment by visiting any of our clinics, we will require you to confirm your agreement with these terms. Once you have agreed to the terms, they will form the contract between us (the "contract") and it will apply to all future goods and services you purchase from us.

1.2 What these terms cover

These terms outline how we provide goods, services, and digital content to you in our clinics and through our app and website. This includes:

1.3 Updates to these terms

Our agreement is designed to be straightforward and easy to understand. We may occasionally make changes and update our terms. When we do so, we will inform you in advance.

1.4 Other terms that may apply

This contract contains our general terms. There may be other terms applicable to memberships, health plans, competitions, and any other services we offer. Where this is the case, additional specific terms may also apply.

The following policies also apply and should be considered to be part of these terms:

1.5 Questions about this agreement?

If you have any questions about this agreement or need further information, please feel free to reach out to us. You can contact our customer support team at any time through our App, or by emailing us at [email protected].

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2. Registration and Membership

2.1 Registration

In order to access our services in our clinics, in our app or on our website, you will need to register with us and select a membership.

As part of registration, you are asked to provide certain information about you and your pet. This may include questions about your pet’s current health and past medical history. Collecting this information at registration helps to optimise your pet’s safety by allowing our Veterinary Surgeons and Veterinary Nurses (“Veterinary Practitioners”), to review your Pet’s current health and prepare your medical record for your first consultation.

2.2 Maintaining accurate registration details and records

It is essential for us to maintain accurate records of our customers and their animals. Please ensure you provide up to date contact information, and inform us of any changes.

Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Notice , which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us or authorities if you have a query or complaint about the use of your personal information.

2.3 Membership Types

Creature Comforts is a membership based veterinary practice. We have two types of Memberships, a subscription based All Access Membership and a Pay As You Go Membership.

2.4 All Access Membership

If available at your location, you may register for our All Access Membership through our app, our website and in our clinics.

Our All Access Membership is a minimum 12 month subscription, which you must pay for. The fee for an All Access membership, along with a description of our membership services can be found on our website.

2.4.1 All Access Membership renewal

At the end of your 12 month period, the All Access Membership will automatically renew. We will send you a reminder that your All Access Membership is due to be renewed for another year before it is renewed, so that you have an opportunity to decide whether you wish to continue. If you do not want to renew your membership, we’ll provide you with instructions on how to cancel your Membership (and you will automatically revert back to being a Pay As You Go Member, unless you tell us otherwise).

You can stop auto-renewal of your annual All Access Membership at any time, by contacting us through in-app chat, or by sending us an email to [email protected] notifying us of your intent to stop your membership from renewing.

Your withdrawal must be received by Creature Comforts at least 30 days before your renewal date to be effective with respect to the next billing cycle.

If you tell us you do not want to renew your All Access Membership, you will still have to pay for the remaining duration of your existing 12 month subscription.

All Access Membership services are not transferable and cannot be resold.

2.4.2 Cancelling your All Access Membership

Our All Access Membership is an annual commitment, but we understand that circumstances can change. If you want to cancel your membership and have not used services, you can do so if you pay a cancellation fee of £60. If you have used services, you can cancel if you pay the full Pay-As-You-Go price for any services used and All Access Membership discounts received plus a cancellation fee of £60 (minus any monthly membership payments you have already made).

If you decide to cancel your membership, please let us know by contacting us through in-app chat, by sending an email to [email protected], or by calling us on 0208 500 8888.

Once your All Access Membership is cancelled you will automatically revert back to being a Pay As You Go Member and you are welcome to continue using our services.

In the unfortunate event that your animal passes away, we will let you cancel your All Access Membership, without additional cancellation fees.

2.4.2.1 Cooling off period

You can cancel your All Access Membership free of charge, if you change your mind within the first 14 days of your membership starting.

However, if you have used any services, medication or products within this 14 day period, you will be charged for them.

Please see our cancellation page for more information.

2.4.3 All Access Membership reasonable usage policy

Unlimited consultations are included as part of All Access Membership, but a reasonable usage policy applies. We reserve the right to terminate your membership, If we believe that you are excessively using our service.

2.5 Pay As You Go Membership

You automatically become a Pay As You Go Member when you register with us using our app, our website, or in any of our clinics.

To find out what is and isn’t included in our Pay As You Go Membership, please visit our website.

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3. Care Package Subscriptions

You can add additional Care Package subscriptions to your All Access or Pay As You Go Membership. These have their own Terms, which are detailed below.

3.1 Parasite Package

The Parasite Package provides comprehensive protection from flea, tick & worms, tailored to your pets needs.

If available at your location, you may purchase a Parasite Package through our app, website or in one of our clinics.

3.1.2 Parasite Package payments and contract duration

The Parasite Package is a minimum 12 month subscription (annual commitment). It costs £10 per month for animals under 40kg, and £18 per month for animals over 40kg.

If you sign up to an under 40kg Parasite Package (£10 per month), but exceed 40kg during a weigh in, additional fees will apply as we move you to an over 40kg Parasite Package (£18 per month).

The Parasite Package is not transferable and cannot be resold.

3.1.3 Mandatory parasite assessment consultation

We use prescription medicines to protect your pet from flea, ticks & worms. Before we can dispense parasite prescription medication, a parasite assessment consultation is required.

In this parasite assessment consultation, a Veterinary Surgeon will discuss and assess your pet’s lifestyle and needs so they can prescribe an individual and effective treatment plan specifically for your pet.

12 months after your initial parasite assessment consultation, we will need to reassess your animal and conduct another parasite assessment consultation to guarantee we are prescribing appropriate medication.

At any time, our Veterinary Surgeons may require your animal to have a parasite assessment consultation to reassess the medication prescribed to your pet.

The cost of the parasite assessment consultation is included for All Access Members, but costs £35 for Pay As You Go Members.

3.1.4 Parasite Package renewal

At the end of your 12 month period, the Parasite Package will automatically renew. We will send you a reminder that your Parasite Package is due to be renewed for another year, before it is renewed. If you do not want to renew your annual Parasite Package, you can let us know by contacting us through in-app chat, or by sending an email to [email protected] notifying us of your intent to stop your Parasite Package from renewing.

Your withdrawal must be received by Creature Comforts at least 30 days before your renewal date to be effective with respect to the next billing cycle.

If you tell us you do not want to renew your Parasite Package, you will still have to pay for the remaining duration of your existing 12 month subscription.

3.1.5 Cancelling your Parasite Package

Our Parasite Package is an annual commitment, but we understand that circumstances can change.

If you want to cancel your Parasite Package, you can do so if you pay for all medication received (at full price, not the discounted value that you received the medication as part of your Parasite Package), minus any monthly Parasite Package payments that you have made so far.

3.1.6 Parasite Medication

We reserve the right to choose which parasite prevention drugs we dispense to you.

Our Veterinary Surgeons can only prescribe parasite medication for a 12 month period, at which point we will have to reassess and represcribe medication.

We reserve the right to refuse to fill any prescription. If we refuse, we will refund the price of that veterinary medicine product in full.

Any medication that leaves the premises cannot be refunded due to prescribing laws and limitations on resale.

Please refer to section 7 for further information on Medication and Prescriptions.

3.1.7 Dispensing and collecting Parasite Package medication

For healthy adult animals, we will dispense parasite prevention medication for a maximum 3 month period.

New Puppy and Kittens will need to have their weight monitored monthly, and any parasite prevention medication will be dispensed monthly.

You may be required to collect your parasite medication from your local clinic.

If you do not collect your medication within the appropriate timeframe, you will not be entitled to receive the uncollected doses in retrospect or as a full annual quantity. We encourage you to collect your medication on schedule to ensure continuous protection for your pet.

If your pet’s weight increases and moves from under 40kg, to over 40kg, additional fees apply as we will need to prescribe more medication.

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4. Our Services

4.1 Veterinary services

We will carry out our veterinary services within a time period you and we agree. If no time period is agreed, this will be within a reasonable time. Carrying out our services may be affected by events beyond our reasonable control. If so, there may be a delay before we can provide services to you.

4.2 Transparent pricing

We aim to give you as much transparency as possible upfront around what your pet’s treatment will cost.

Please note that cost may vary, depending on factors like the size of your pet, the complexity of the procedure and any unforeseen circumstances.

4.3 Our Veterinary Practitioners

All of our Veterinary Surgeons and Veterinary Nurses are registered with the Royal College of Veterinary Surgeons (RCVS). All adhere to the requirements of continuing professional development (CPD) and other requirements as set out by the Royal College of Veterinary Surgeons.

We are committed to safe and ethical prescribing and medicines management. This includes the following commitments:

Our practitioners will always work in a professional manner and in accordance with relevant regulations, laws, RCVS guide to professional conduct and established legal and ethical requirements and may refuse treatment of your pet if they can not satisfy themselves that these conditions are being met.

4.4 Out of Hours and Emergencies

We will offer care for your animal 24/7, either ourselves or through a third-party emergency partner.

Where we are able to offer out of hours or other emergency care ourselves, a higher fee than usual may apply.

All Access Members will have to pay additional charges for out of hours consultations.

Where we do not offer out of hours or emergency care ourselves, we will refer you to a third-party to provide these services. Where services are provided by a third-party provider, higher fees may apply than if we carried out the services ourselves and you will pay them directly.

We are not responsible for the services or care that is provided by any third-party provider.

4.4.1 Our third-party emergency providers

If your home Creature Comforts clinic is one of the following, please use Veteris as your third-party emergency provider:

Veteris

If your home Creature Comforts clinic is one of the following, please use Royal Veterinary College as your third-party emergency provider:

Royal Veterinary College - Queen Mother Hospital for Animals

4.5 Overnight Care

If your Pet requires an overnight stay, we will discuss this with you in advance. We will discuss with you where your Pet will stay, monitoring requirements, pain relief, the cost and other medical requirements of your Pet.

Overnight stays may lead to higher costs. Where we are not able to provide this service ourselves, we will always ensure that a third-party provider is able to offer this service for your Pet.

4.6 Referrals and Second Opinions

It may sometimes be necessary to refer your pet to another veterinary surgeon. This is normally only necessary if your pet’s condition requires specialist knowledge or facilities that are not available in our practices.

We do not charge a referral fee in such instances but the receiving vet will charge directly for the services provided by them.

Second opinion appointments can be requested either to see another veterinary surgeon within our practice or to another veterinary practice. These are sometimes requested if a client wishes to confirm a diagnosis or obtain a different veterinary opinion.

In all cases, we will, with your permission, assist you in the process and forward on all clinical records promptly to that veterinary surgeon / practice.

4.7 Guidance content

Any guidance content that we provide to you through our app, on our website or in our clinics (e.g. tips about reducing stress to your pet when you administer medication), is for information purposes only and should not be used as advice or as a substitute for in-person animal evaluation or specific advice from a veterinary professional.

Always consult our practitioners for more information - especially if you are concerned about your pet. Accordingly, you acknowledge and accept that:

When we say "Guidance content", we mean text, documents, information, data, articles, opinions, images, photographs, graphics, video recordings, audio recordings, features and other materials that are available in our app, on our website, or in our clinics.

4.8 Consent

Written consent (physical or e-signature) for procedures is required in all cases of admission to our clinics. We will endeavour to discuss any changes to what has been agreed prior to action being taken or other services being provided.

We will ask for consent for the following:

4.8.1 Emergency consent

You agree that we have the legal right to provide your pet, without your consent, where your consent cannot be easily obtained, emergency treatment which is essential for its welfare.

We are not legally obliged to go beyond and provide emergency treatment that constitutes first aid, pain relief, and potentially euthanasia if in the animal’s best interest.

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5. Consultations

5.1 Booking a consultation

You may request an in-clinic consultation through our app, or on our website, which will be attended by either a veterinary surgeon, a veterinary nurse or both.

We try our best to meet specific time and date requests, but please be aware that appointments depend on our availability and are at our discretion.

We will confirm our acceptance of your appointment request by sending you an email that confirms the appointment details. It is your responsibility to ensure that details provided for the appointment are accurate and up-to-date.

We can not guarantee the availability of any particular practitioner at any particular time. Clinic appointments are limited to the time slot selected at the time of booking the appointment.

5.2 Consultation types

If you are unsure which consultation type to book, please contact us prior to confirming an appointment. If the consultation is longer than the time it was booked for, we reserve the right to adjust the fee to adequately reflect the time taken with our practitioner.

5.3 Video Consultations

We may offer video consultations with our veterinary practitioners. It is your responsibility to be ready to start your appointment. If you're not available (including if your data connection is poor), you might miss your appointment, but we might still need to charge you for that appointment.

5.4 Consultation fees

Fees for our consultations may vary, depending on the appointment type, duration and veterinary practitioner that you see.

Any consultation fees that you need to pay will be made clear to you in advance and must be paid in full in order to complete your booking and make an appointment.

Please note that unless stated, consultation fees are only for the consultation time with a veterinary Practitioner. Any additional medication or services that might be required, will incur additional fees.

5.5 Treatment plans

A treatment plan for the supply of veterinary services will normally be agreed with you following an initial consultation and in advance of any further treatment.

Please note that in an emergency, we may not be able to prepare a treatment plan and we reserve the right to provide veterinary services as are reasonably necessary, in our professional judgement, without your agreement of a treatment plan.

5.6 Further investigations

In order to formulate a diagnosis and treatment plan for your pet it may be necessary for a practitioner to advise further investigations and/or tests for which you will have to pay an additional charge for.

Once the investigation is performed we will endeavour to follow up with you with any results, but it remains your sole responsibility to follow up on any recommended next steps (for example to book a further appointment, test or procedure).

You are not obliged to carry out any further investigation or test. However, if you do not have a further investigation or test that is advised by the practitioner, you agree to hold us free of liability as a result of your decision not to proceed with such further investigation or test.

5.7 Cancellations and refunds

5.7.1 Cancellations

We will inform you ahead of time if we need to cancel or reschedule an appointment, except in cases of urgency or emergency. You will not be liable for any charges or fees for an appointment if we decline or cancel your appointment in advance for any reason.

You may cancel an appointment at no charge, up to 24 hours before the agreed appointment time. Appointments that are cancelled with less than 24 hours’ notice, may be charged at 100% of the standard appointment fee. This applies for both All Access and Pay As You Go Members.

5.7.2 Refunds

If you cancel a consultation 24 hours or more before your confirmed appointment that you paid for in advance, we will issue you a full refund.

This will be applied to the card that you used to pay for the consultation and may take 5-10 working days to process.

5.8 Lateness

You understand and accept that if you are more than 10 minutes late to an appointment you may lose your appointment time and forfeit the cost of the appointment. Furthermore, you understand and accept that if you are late for an appointment by a period of less than 10 minutes, the practitioner is not obliged to see you and you may still lose your consultation fee.

If the practitioner can still accommodate your appointment, it will be at a time determined by us at our discretion. Should this not be acceptable, you will lose your appointment Fee.

You accept that due to the nature of a veterinary practice, we do not guarantee that an appointment will be kept at the exact time stipulated as the booked appointment. You understand that there can potentially be a prolonged wait time for your appointment (for example, we are dealing with an emergency regarding someone else’s pet) and once 30 minutes time has elapsed since your allocated appointment time, you have the option of either rebooking or waiting with no refund or receiving a full refund without the appointment.

5.9 Consultation Recording

5.9.1 CCTV, Video and Audio Recording

For training, safety and monitoring purposes, please note that we may use CCTV and video and audio recording in our clinics and during in person and video consultations.

Please see our CCTV Privacy Notice for more information.

5.9.2 Prohibition on customer recording

To protect the privacy of our staff and our other clients, the use of any imaging or recording devices (including any imaging and recording functions on mobile phones) is prohibited in the clinic and during any appointments.

Any individual that is found taking imaging or sound recordings without our written consent may be asked to immediately stop the imaging or recording and to delete the imaging/recording material. Your agreement with us may also be terminated.

We reserve the right to take legal action against any individual that covertly uses any imaging or recording device in the clinic or during appointments and/or publishes uploads such material to such as to social media (including Tik Tok, Twitter, Instagram and Facebook) or any internet site.

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6. Virtual Care

Virtual care involves the use of video, chat and audio communications to enable virtual care assistants at different locations to help triage your pet’s health issues remotely. As with any medical assessment or procedure, there are potential risks associated with the use of virtual care.

The virtual care service we provide is not intended to replace consultations with our practitioners but should be considered as an accessible and convenient service in addition to existing care and treatment.

Virtual care is subject to the following limitations:

We are not responsible for anything which arises from a failure by you to follow this advice and we will not be liable for any loss or damage that may be suffered by you or your pet taking, or refraining from, any action contrary to this advice.

6.1 Virtual care and emergencies

Our virtual care services are not suitable for use in a veterinary emergency. Although we will make reasonable efforts to direct you towards an urgent appointment or other emergency referral as soon as possible when you use our virtual care services, we will not be liable for any loss or damage that may be suffered by you or your pet due to you using the virtual care service during a veterinary emergency.

To help you understand what this means, a veterinary emergency exists if your pet is exhibiting any of the following symptoms:

If your pet is showing any symptoms that require urgent veterinary attention, you should not use the virtual care service and should attend your nearest emergency veterinary surgery as soon as possible.

This list is not exhaustive and you should seek urgent care at a veterinary surgery for any other symptoms where you are concerned that your pet is at risk or is suffering.

6.2 Virtual care and information provided by you

A reminder to you that the accuracy and reliability of any advice or information we provide to you through our virtual care service is reliant upon the information you provide to us, and we will not be liable for any loss or damage that may be suffered by you taking, or refraining from, any action advised by us that is based on incorrect or incomplete information provided by you about your pet. This includes not notifying us of any current or pre-existing conditions, treatments, or medications that your pet has.

6.3 Virtual care and data privacy

The laws that protect your privacy and confidentiality (as mentioned in our Privacy Notice) also apply to our virtual care services.

No identifying personal information obtained through our virtual care services which identifies you will be disclosed to other entities without your consent, but this information may be used internally for training and other purposes.

For training, safety and monitoring purposes, please note that we may record chat messages, phone calls and video consultations in our virtual care services.

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7. Medication and Prescriptions

When we refer to “Prescriptions” in these terms, we mean things that are referred to as Prescription Only Medicines. These are medicines which are regulated by the Veterinary Medicines Directorate.

All medication prescribed by our vets is available to be dispensed directly from our clinics in accordance with the Royal College of Veterinary Surgeons and Veterinary Medicines Directorate Guidelines. All Prescription Only Medication (POM-V) is dispensed under the authority of the veterinary surgeon treating your pet.

If you require any veterinary medicine to be dispensed against a prescription, then you must supply the prescription to us before we dispense the veterinary medicine.

We reserve the right to refuse to fill any prescription. If we refuse, we will refund the price of that veterinary medicine product in full.

7.1 Written Prescriptions

Written prescriptions for veterinary medicines are available upon request. These can only be authorised by our veterinary surgeons and are restricted to pets under their care.

It is an offence to alter a prescription in any way without authorisation from the prescribing veterinary surgeon. If we identify any prescription misuse, we will inform our regulatory authority, the Veterinary Medicines Directorate who will investigate and decide what further action to take and we may also terminate your contract with us.

It is also an offence to onward sell any veterinary medicines that have been dispensed to you. If we identify such activity, then we reserve the right to terminate your contract with us.

7.2 Repeat prescriptions

We offer a repeat prescription service for pets on long term medication that allows you to re-order medication and/or written prescriptions over the phone and/or through our app or online. In compliance with the Royal College of Veterinary Surgeons best practice guidelines, we do insist that your pet is examined by your vet at least every six months and that any recommended diagnostic tests associated with monitoring are completed.

7.3 Posted medication

Medication posted to clients will be sent by recorded delivery and subject to post and packing charges, that you will have to pay.

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8. Product Orders

When you place an order with us, it is an offer by you to purchase a particular product or products for the price shown on the app, on our website or in one of our clinics at the time of the order.

We reserve the right to reject your offer to purchase products for any reason whatsoever, including but not limited to, errors in pricing, errors in product descriptions, you trying to purchase more than normal retail quantities and product unavailability. Under such circumstances, we may contact you to make alternative arrangements.

Prices and availability of products are subject to change without notice.

We will not be held liable or responsible for lack of stock or sold out products due to third party supplier or manufacturer issues. In the event of this occurring, We may contact you in order to offer an alternative item, or refund.

We always try to keep our product descriptions, images and other information up to date, but cannot guarantee that they're always totally accurate (for example, sometimes suppliers change their products and don't tell us). This also means that sometimes the physical products you receive may not look exactly like the ones in the pictures. Additionally, the way we package the physical products could be different from the packaging you see in images.

If we can't fulfil your order, we'll let you know and won't charge you. If we have already charged you, we'll issue a refund.

If we cannot supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. We will let you know if we intend to do this but this may not always be possible. You can refuse to accept substitute goods, in which case we will offer you a refund or replacement.

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9. Payment, Fees and Insurance

9.1 Fees for Membership

The fee for an All Access membership can be found on our website. The fee is automatically charged to your payment source provided through our app, our website or in one of our clinics.

Your membership will auto-renew annually, until withdrawn by you or terminated by Creature Comforts. You can stop auto-renewal of your Membership Services by notifying us through in-app chat, or by sending us an email to [email protected].

Your withdrawal must be received by Creature Comforts at least 30 days before your renewal date to be effective with respect to the next billing cycle.

9.2 Fees for Services

Any fees that are unable to be predicted will be estimated in advance of providing services and payment will be required on or before the provision of that service. If, once we start providing the services, we are of the view that our original estimate will be exceeded, we will do our best (taking the particular circumstances into account) to agree a revised estimate before continuing to provide the services.

Note that the fees estimated are not fixed and are based on our standard price and rates at that time and our understanding of the condition of your pet at the time of providing the estimate. All fees are in pounds sterling and include VAT at the applicable rate.

There may be circumstances where, acting in the best interest of your pet, we provide the services without first agreeing an estimate of charges (for example in an emergency). In these situations, you will still be required to pay for the services, but we will ensure that the charges are reasonable. We will only pursue a course of treatment where we consider it to be in the best interests of your pet.

9.3 Payments

You shall pay all amounts due in full without any set-off, counterclaim, deduction or withholding (except for any deduction or withholding required law). We may at any time, without limiting our other rights or remedies, set off any amount owing to us by you against any amount payable by us to you.

You must pay for any services and any products (including food, accessories and prescriptions) at the end of your appointment, or on the discharge of your pet. We may require payment in advance of providing Services. When advance payment is requested, we are under no obligation to provide any Services until payment is received.

9.4 Insurance

We strongly support you insuring your pet against unexpected illness or accidents, and our Memberships do not replace the need for insurance.

We do not process direct insurance claims, outside of exceptional circumstances. All fees incurred must be settled in full by You, whether your Pet is insured or not, and before an insurance claim can be submitted.

If you deal with your insurer directly, and you require information from us as part of your claim, we will provide assistance and information as soon as we are able to, and within a reasonable time frame.

We will do everything we can to ensure information is correct, but we are not liable, should the insurer refuse your claim.

We reserve the right to charge clients a reasonable admin fee (inclusive of VAT) for assisting with the preparation, submission and administration of client insurance claims.

9.5 Fee increases

With the exception of the All Access Membership fee (which can only be increased by us at the end of each 12 month period), we shall be entitled to increase our fees for our services. We will give you at least 30 days prior notice.

9.6 Overdue Payments

If you fail to make any payment due to us under the agreement by the due date for payment, we may (i) suspend delivery of the services until such time as the outstanding fees are paid and (ii) reimbursement by you of our reasonable costs in our enforcement of this clause.

9.7 Refunds

Refunds are processed as quickly as reasonably possible but may take 5-10 working days to be deposited in our account depending on your bank.

We will provide refunds in the following circumstances:

9.7.1 Refunds for Consultations

If you cancel an appointment with at least 24 hours notice before the agreed appointment time, you will not be liable for any charges and we will issue a full refund if you have prepaid for your appointment.

If we need to cancel or reschedule an appointment, you will not be liable for any charges and we will issue a full refund if we need to cancel an appointment that you have prepaid for.

9.7.2 Refunds for Memberships

All Membership service fees are non-refundable. Membership services that are cancelled in the middle of the payment period will not have prorated billing, refunds or credit. In exceptional circumstances, we may waive this, but this is at our discretion.

9.7.3 Refunds for Products

If a product you have purchased is out of stock or sold out we may contact you in order to offer an alternative item, or refund.

If we can't fulfil your order, we'll let you know and won't charge you. If we have already charged you, we'll issue a refund.

If we cannot supply certain goods, we may need to substitute them with alternative goods of equal or better standard and value. We will let you know if we intend to do this but this may not always be possible. You can refuse to accept substitute goods, in which case we will offer you a replacement or refund.

You can return products in-clinic for a refund within 28 days of purchase. Items must be returned with the original receipt, unused and in the condition they were purchased, including all labels, tags and packaging. The refund will be issued on the method of payment you used.

You can return products in-clinic for an exchange within 28 days of purchase. Items must be returned with the original receipt, unused and in the condition they were purchased, including all labels, tags and packaging. If your required product is out of stock, we’ll issue a refund.

If your product is faulty, you can return it for a replacement, or a refund if returned with the original receipt. If a replacement is not possible, we’ll issue a refund. If your product is faulty and you do not have proof of purchase, you can exchange it for a replacement.

We will not refund any Products which have been personalised for your pet.

9.7.4 Refunds for Medication and Prescriptions

We reserve the right to refuse to fill any prescription. If we refuse, we will refund the price of that veterinary medicine product in full.

We will not refund medicines or any products sealed for health or hygiene purposes.

9.7.5 Fair Use Policy

Our fair use policy exists to protect against misuse of our returns services. All returns and purchases must comply with our Fair Use Policy. If they do not comply, we may offer a partial refund.

When deciding whether to make this deduction from your refund, we will review your purchase behaviour, taking into account whether you have made particularly excessive returns far beyond the rest of our customer base, as well as the number and value of purchases made by you.

9.8 Payment Methods

We accept all major debit and credit cards. In some cases, we may accept relevant vouchers that are valid and in date. We do not accept cash or cheques.

9.9 Late Payments

If your invoice is not paid and your account not settled on the date payment is incurred then a reminder will be sent to you. After due notice to you, overdue accounts may be referred to our debt collection team or an external agency and further charges may apply if additional costs are incurred in collecting the debt.

9.10 Debt Recovery Charges

In the event of non-payment of any invoice in its entirety within the required period, further administrative and debt recovery charges may be applied to your account and referral to Debt Recovery can take place forthwith.

Please note that upon referral to a debt recovery agency of our choice, you will incur additional fees potentially up to a maximum sum of 20% of the outstanding balance. You agree to reimburse us of all debt recovery charges we incur in the pursuit of recovering the debt due to the additional correspondence, phone calls, reports, administration costs and other debt recovery actions.

You contractually agree to pay these additional debt recovery sums and interest as a result of your non-payment under the agreed payment terms.

If the account remains in arrears 30 days after referral to the debt recovery agency, we reserve the right to commence legal proceedings. You agree that you will be liable for any additional debt recovery costs thereafter as well as legal costs.

We reserve the right to not undertake any further commercial dealings while the debt is outstanding and we can suspend the provision of any further goods and/or services until the outstanding sum is paid in full. Please note county court judgements can impact your credit rating.

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10. Promotions

Promo codes may be valid for a limited time only.

Promo codes cannot be combined with other promo codes, coupons, discounts, offers, or promotions.

Promo codes must be applied at point of payment prior to creating a membership or booking an appointment.

Promo codes cannot be applied to existing All Access memberships or previously booked appointments.

Promo codes can only be redeemed using the Creature Comforts app or website and not in-person at clinics.

Promo codes are single use and only apply to a maximum of 1 person in your household unless otherwise notified.

We reserve the right to monitor and investigate any membership created or appointment booked using a promo code.

Promo codes are not transferable or redeemable for cash or credit.

We may supply supplementary promotional terms and conditions from time to time.

Creature Comforts reserves the right to vary any and all elements of any promo code or cancel promo codes at any time without notice.

We reserve the right to change our promotion Terms and Conditions at any time.

10.1 Half Price Appointments T&Cs

In addition to the general terms of clause 10, the following supplemental terms and conditions apply to the use of the INTRO50 promo code:

10.2 Founding Membership T&Cs

Eligibility

Founding Member Benefits

Membership Conditions

Restrictions

General Terms

10.3 Happier vet visits T&Cs

All Access member offer

All Access memberships purchased during the offer period will have their first month free. Our regular All Access Membership terms and conditions will apply.

£50 consultation offer

The following terms and conditions apply:

Applicable Appointment Types

The £50 consultation offer applies only to the following appointment types:

This offer is only valid at our following clinics:

Appointment Timing

Only appointments scheduled to take place on weekdays (Monday to Friday) are eligible. Appointments on UK public holidays are excluded from the promotion.

Discount Scope

The discount applies only to the consultation fee for eligible appointment types. It does not apply to:

Future Appointments

Appointments booked during the promotional period will still qualify for the discount even if the appointment takes place after the promotion end date, provided that:

Non-Transferable

This offer is non-transferable and cannot be used in conjunction with any other offers or promotions.

Promotion Period

These offers are valid for appointments booked and All Access memberships purchased before 11:59 PM (BST) on 29th March 2026.

10.4 Free Vet Check Promotion T&Cs

Eligibility

This offer is available to new clients of Creature Comforts only. Existing or returning clients are not eligible to redeem this promotion.

Non-Transferable and Non-Combinable

This promotion is not transferable and cannot be used in conjunction with any other offers, discounts, or promotions.

Participating Locations

Offer valid only at participating Creature Comforts clinics.

Appointment Type

This promotion covers wellness health checks only. It does not apply to consultations for sick or injured animals.

Booking Period and Appointment Validity

Appointments must be booked on or before 31st December 2025. Appointments scheduled during the promotional period will remain eligible for the promotion even if the actual appointment date falls after the promotion end date, provided that:

Practitioner Availability

The health check may be performed by either a licensed veterinarian or a qualified veterinary nurse, subject to availability.

10.5 Better Health Offer T&Cs

Overview

Eligibility

Non-Transferable and Non-Combinable

Participating Locations

Appointment Type

Discount The 25% discount applies to the purchase of annual All Access memberships only, with customers paying £15/month for the first year of their membership only, rather than the usual £20/month. After the first year of membership, customers will pay the usual price of £20/month.

Booking Period and Appointment Validity

10.6 Chelsea Clinic – Complimentary First Consultation Offer

Eligibility

Booking Requirements

How to Redeem

Appointment Journey

Offer Availability

Exclusions & Limitations

General

10.7 Dental Treatment Discount Offer

Offer Description

Participating Clinics

Offer Period

Eligibility

How the Discount Is Applied

Exclusions & Limitations

Changes to the Offer

10.8 Gift a Membership

Eligibility

Membership Activation

Services Included

Payment

Use of Membership

Expiry & Renewal

General

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11. Refer a Friend

By introducing friends and family to Creature Comforts, new members can enjoy a free month of membership, and referrers can be rewarded with a £50 multi-brand gift card for each new All Access member who signs up.

11.1 How the programme works

11.2 What is a successful referral

A Referral is only considered to be successful when the referred friend:

11.3 Rewards and offers

Referrer Reward - A successful referral will be rewarded with a £50 multi-brand gift card. New Member Offer - A new member, referred to Creature Comforts, will receive their first month of membership free (worth £50).

11.4 Issuing of rewards and offers

No substitution or transfer of a Reward or Offer, or cash redemption, is permitted. We reserve the right to substitute any Reward(s) or Offer(s) of like value for any reason whatsoever.

Referral Programme participants are responsible for the reporting and payment of all taxes (if/where applicable).

11.4.1 Referrer Reward

Upon the successful referral of each new All Access member (as detailed above in section 10.2), you will be sent information on how to claim your Reward(s). Information will be sent to the email address you supply upon registering for the Referral Programme.

11.4.2 New Member Offer

Upon the successful referral to Creature Comforts (as detailed above in section 10.2), you will be able to claim your Offer(s). This will be applied at checkout when signing up for an All Access membership.

11.5 Privacy

All personal information collected and processed as part of this Referral Programme will be used in accordance with Creature Comforts Pets Limited’s Privacy Policy, available at https://www.creaturecomforts.co.uk/privacy-notice. Under the applicable laws and regulations, Creature Comforts Pets Limited shall be responsible for collecting and processing such personal information.

You undertake to respect the privacy rights of the people you invite to our Referral Programme and direct to our website.

When referring other people, you must always inform them about the applicable terms and conditions and privacy policy. You must do so before they participate in the Referral Program, and leave their personal information.

11.6 General referral terms

These Referral Terms are published by Creature Comforts Pets Limited (“Creature Comforts”, “we”’, “us” and “our”). Our Referral Programme as displayed on our Website [Insert link to Website here] and these Terms form a binding agreement for both Referring Users (“you” or “your(s)”) and people who receive our referral invitation.

This Referral Programme permits you to invite your contacts to participate in one or more Referral Programme(s).

You may only invite personal friends, family members, acquaintances and colleagues to this Referral Programme.

11.7 Completed referrals and limit

A Completed Referral is when a Referring User refers this Programme to one of its contacts. Subsequently, that contact will become an All Access member - which is not cancelled or disputed in accordance with section 10.4.

A limit to the number of referrals by Referring Users may apply. Or we may specify a maximum number of Completed Referrals who are eligible for the benefits of this Programme.

All referred people must be new and first-time Users. Existing Users cannot participate in and benefit from the Referral Programme.

You represent all personal information is 100% correct and up to date. We may monitor your use of the Referral Programme or request your ID to verify your identity before issuing rewards.

11.8 Referral restrictions

This Programme cannot be combined with other Creature Comforts referral programs, discounts, vouchers, benefits or incentives. By participating in this Referral Program, we may restrict you from any other promotion, programme, discount, or vouchers.

You understand and agree that you must not use referral methods that are bothersome to the recipients. Moreover, your participation in the Referral Programme must not violate the applicable law, including but not limited to anti-Spam legislation, which is mass distribution of unsolicited messages.

You must not publish our Referral Programme on any sites or platforms that house any Adult Content, Alcohol, Tobacco, Gambling, Games and Online Casinos, Political Content, and any form of illegal activities.

You must not at any time, invite or refer people who are unknown to you.

You must only use our Referral Programme for personal use and refrain from its use for commercial purposes.

11.9 Term and Termination

This Referral Programme will run until the announced date and that date can be extended or restricted. We may also in our sole discretion notify Users that the Referral Programme has ended with immediate effect.

Any referral made before the end of the Referral Programme can still participate. However we may exclude referrals in our sole discretion made after its termination date.

We may terminate this Referral Programme at any time, including your participation or the availability of its benefits.

11.10 Exclusive Relationship

You understand and agree that you are only the User of our services and/or products, and refrain from implying any other affiliation or legal relationship with us.

You understand and agree that you are never authorised to legally bind our company. You must never create any materials that contain our branding, trademark, (part of) our corporate identity.

By participating in the Referral Programme you must not represent yourself in duplicate, agent or intermediary of our company.

11.11 Amendments

We may amend the terms and conditions of our Referral Programme. We may offer and/or restrict additional incentives, benefits and programs. As a result, additional terms may apply. You agree that you are aware of those amended and additional terms.

11.12 Violation and Termination

In case we suspect any violations of these terms or otherwise tampering with, fraud or unreasonable use of our Referral Program, we may in our sole discretion cancel the distribution of any discount, benefit or payout.

If you are a current or former employee, contractor or affiliate of our company, we may restrict your participation in the Referral Program, and we may restrict or cancel your participation with immediate effect.

You must comply with all applicable laws and regulations, and refrain from violating any third party rights. These rights include any copyright, trademark or other proprietary rights.

11.13 Disclaimer and Indemnification

We offer our Referral Programme and its benefits only on an “as is” and “as available” basis. We may remove, change and update the Referral Programme in our sole discretion. We will never make any promises or guarantees about the content and information of our Referral Programme. We disclaim our responsibility for any information that is incorrect or has errors.

Our Referral Programme is based on our best efforts. You acknowledge and agree that we can never guarantee any benefit or result from participating in the Referral Programme.

You will defend, indemnify and hold Creature Comforts harmless from and against all claims, damages, liabilities, losses, expenses and costs (including reasonable attorneys fees) arising out of your participation in the Referral Programme.

Creature Comforts is not responsible for misdirected, incomplete, or lost referrals, technical, hardware, or software failures, whether human, mechanical, typographical, electronic or otherwise, lost or unavailable network connections, or failed, incomplete, garbled or delayed computer transmissions or other errors or problems which may limit or affect a person’s ability to participate in the Referral Programme.

In the event of sabotage, acts of God, terrorism or threats thereof, computer virus or other events or causes beyond our control, which corrupt the integrity, administration, security or proper operation of the Referral Programme, we reserve the right, in our sole discretion, to modify, cancel or suspend the Referral Programme. If any modifications become necessary, Creature Comforts will inform and provide an overview of the relevant modifications to all participants by email.

11.14 No Correspondence, Disputes and Refunds

With regards to the distribution of discounts, vouchers, incentives, prizes, awards or other benefits, no correspondence will be entered into. Moreover, we shall never respond to any complaint or accept any dispute about the Referral Program, and the abovementioned benefits are provided “as is” and we never refund or exchange such benefits.

11.15 Applicable Law

The law of England and Wales shall apply and the court is competent to hear any claim that may arise out of these terms.

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12. Ownership of Clinical Records

Your pet’s medical records are our property. This includes test results, diagnostic images x-rays, MRI scans and ultrasounds.

You may ask us to provide a copy of your pet’s medical records to another veterinary service provider (such as an out-of-hours service or if you are moving to another veterinary practice) by contacting us through in-app chat, or by sending us a written request to the email address of your clinic. We will process your request within a reasonable period of time.

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13. Your Responsibilities

13.1 Payment of fees

You will pay any fees to us on time and in accordance with this agreement.

13.2 Use of App

You agree that you will only use the App on a personal and non-commercial basis and information obtained from the App must not be used, or permitted to be used, for any purpose including as follows:

13.3 Capacity

You must be over the age of 18 years to be a Member and use our service.

13.4 We only serve in the UK

We currently only provide in-clinic Veterinary services in the UK.

13.5 Providing accurate information

When you register with us, you need to provide accurate information. If you don't, we may suspend, terminate or refuse future access to our app.

For us to give you the most accurate advice we can during Virtual Care triage or in an appointment or consultation, we might ask you to do certain things or provide specific information. When using these services, you must:

Should you fail to provide any requested information within a reasonable timeframe, or if the information you supply is incomplete or inaccurate, we reserve the right to terminate the agreement or impose an additional fee to cover the additional work necessary.

Additionally, we are not liable for any delays or failure to deliver any services that arise from your delay in providing the necessary information when requested.

13.6 Zero Tolerance Policy

We are committed to providing high quality care and treatment for pets and safeguarding the welfare of both pets and our team. In order to protect both staff and your pet, we respectfully point out that the following inappropriate behaviour will not be tolerated:

We have a policy of zero tolerance towards such behaviour, and will terminate a consultation or appointment and may request police assistance if we have any concerns about the welfare of our staff or pets due to your behaviour.

We also reserve the right to immediately prohibit you from continuing to use our services if you engage in any of these behaviours.

13.7 What might happen if you don’t comply with this agreement

If you breach any of your responsibilities to us (such as our Zero Tolerance Policy) or this agreement (such as failing to pay your fees to us after we have reminded you that they are due), we may end our agreement with you.

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14. Your Rights and Our Liability

14.1 Overview of your legal rights

We honour our legal duty to provide products and services that are as described and that meet all the requirements imposed by law.

Nothing in these terms is intended to exclude or restricts any right you have under applicable consumer law. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website.

14.2 Services

We will provide our Services:

If we do not do this:

14.3 Products

In accordance with the Consumer Rights Act 2015, if you purchase physical goods (such as pet supplies or food), they must adhere to the following standards: they should be as described, fit for the intended purpose, and of satisfactory quality. Your legal rights in relation to the product's expected lifespan include:

14.4 Digital Content and App Functionality

For digital content and app functionality, under the Consumer Rights Act 2015, it must be as described, fit for purpose, and of satisfactory quality:

14.5 Online purchases

For online purchases, you have 14 days to change your mind about your purchase and receive a refund. However, this doesn’t apply to:

14.6 Subscriptions

These terms and conditions tell you when and how you can end your All Access Membership. If you have any questions about this, please contact our Customer Service Team through in-app chat, or by sending us an email to [email protected].

14.7 We don’t compensate you for all losses caused by us or our products

We are responsible for losses you suffer caused by us breaching this agreement unless the loss is:

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15. Privacy

15.1 Legal Compliance

We are registered with the Information Commissioner’s Office and adhere to the requirements of all applicable data protection legislation, including the Data Protection Act 2018 and the General Data Protection Regulation (UK GDPR, 2018).

By using our services, you agree to the processing of personal data to enable us to carry out work on your behalf. We will not disclose personal data to any third party without your express consent, unless in a medical emergency where it may be deemed in your best interest.

15.2 Consent

When you register your pet with our practice or request that we provide services, we will collect personal data about you.

We will only collect data that we need to perform the services, take payment or contact you such as names, contact details and possibly some financial details. Please note that we may pass your details to debt collection agencies or our legal advisers for the purpose of recovering unpaid fees if you do not pay invoices when they fall due. For further information about your rights as a data subject, plus information about the categories of data we process, data transfers, the legal basis for our processing, and the purposes of processing, please refer to our Privacy Notice.

If you have any questions regarding data protection or how we process your personal data, then please contact our Data Protection team by emailing [email protected].

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16. Feedback, Questions and Complaints

If you would like to give us feedback or have any questions about this agreement, please feel free to reach out to us. You can contact our customer support team through in-app chat, by emailing us at [email protected]. We're here to help and make things as clear and easy for you as possible.

If you feel you need to raise a formal complaint, please put your concerns in writing by emailing us at [email protected], or by writing to us at Customer Service, Creature Comforts Pets Limited, 13th Floor, Capital House, 25 Chapel Street, London, NW1 5DH.

If you remain unhappy with the outcome, the Veterinary Client Mediation Service (VCMS) offers a free of charge service that may be able to help. You can find more information at https://www.vetmediation.co.uk/clients. VCMS can help you if your concern relates to the service you have received from your veterinary practice, the fees you have been charged or if there may have been professional negligence.

The Royal College of Veterinary Surgeons (RCVS) can only deal with the most serious concerns that relate to a vet or vet nurse’s professional conduct. This includes very poor professional performance which falls far short of the standards set out in the RCVS Code of Professional Conduct.

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17. Other Important Terms

We can transfer our contract with you, so that a different organisation is responsible for supplying our products or services. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.

You can only transfer your contract with us to someone else if we agree to this.

Nobody else has any rights under this contract. This contract is between you and us.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.

17.1 Governing Law and Venue

This agreement is governed by English law and the parties submit to the exclusive jurisdiction of the English courts in relation to any dispute (contractual or non-contractual) concerning this agreement. The exception to this is that either party may apply to any court for an injunction or other relief to protect its Intellectual Property Rights.