Our terms and conditions

These terms and conditions form the basis on which you can visit our website and use our services. Please read them carefully as they contain important information.

This site is owned and operated by Pet Lighthouse Ltd. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at support@petlighthouse.co.uk.

Pet Lighthouse does not replace your primary vet and we do not provide treatment or prescriptions. Instead, we enhance their services by delivering valuable pet care advice that empowers you to understand your options, ask the right questions, and make decisions that align with your pet's needs and your family's values. 

You should always check with your own vet before making any changes to your pet's treatment regime on the basis of any discussion with Pet Lighthouse.

We will require your consent to obtain a history from your vet in order to provide the paid for consultation service. 

The following policies are also part of our terms and conditions and should be read alongside this document:

Privacy policy

Safeguarding policy

Complaints policy

We must receive payment of the whole of the price for the services that you order before your order can be accepted. Payment of the price for the services represents an offer on your part to purchase the services, which will be accepted by us only when a confirmation of acceptance is sent by us. Only at this point is a legally binding contract created between us.

To enable us to process your order, you will need to provide us with your e-mail address. We will notify you by e-mail as soon as possible to confirm receipt of your order and to confirm details. For the avoidance of doubt, this correspondence does not constitute a contract between us.

All rights, including copyright, in this website and in documents that we share with you- including e-books, questionnaires and guides- are owned by or licensed to Pet Lighthouse Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose beyond the standard sharing of links on your own channels.

We have taken care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at the time of publishing and that all services have been described accurately. However, orders will only be processed if there are no material errors in the description of the services or their prices as advertised on this website.

All veterinary advice is provided to the best of our knowledge but as every pet is an individual you should always speak to your own vet before making changes in your pet's treatment.

We try to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your devices It is your responsibility to ensure that the right equipment is available to use the website. Except in the case of negligence on our part, we will not be liable to any person for any loss or damage which may arise to electronic equipment as a result of using this website.

The services will be provided within an agreed timescale, and time is not of the essence of the contract.

You are able to correct errors on your order up to the point on which you click on “submit” during the ordering process.

The prices payable for services that you order are as set out on our website.

We will take payment upon receipt of your order from your credit or debit card. We accept no liability if our services are delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the services from you, then we can refuse to process your order and/or suspend any further services. This does not affect any other rights we may have.

If you are intending to claim for our consultation services on your insurance policy, it is important that you check with your insurers before booking and paying for a consultation. Pet Lighthouse is a second opinion service and cover for this service will depend on your policy details. This applies to all consultations- online and home visits. 

1. Where you have booked a consultation we will need to prepare in advance by reviewing your veterinary notes and, if provided, your questionnaire responses. For this reason we define the service as having begun when we review the vet notes. For this reason should you cancel between 24-72 hours prior to your booked consultation time we will charge a fee of £30, this fee is waived if you re-book. If you cancel between 24 hours and 1 hour in prior to our consultation a £75 fee will be charged. If you cancel within one hour of the consultation or a no-show the whole fee will be charged.
2. Where you are a consumer as defined in The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134  you have the legal right to cancel your order up to 14 calendar days after the day on which the contract is entered into (the Cancellation Period).  You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty (unless we have begun the services within the Cancellation Period in accordance with clause 10.1)

1. While we will make every endeavour to provide the service, we reserve the right to cancel your order if:
   1. You have not completed the client questionnaire and provided consent for us to contact your vet to obtain a vet history at least 24 hours before the consultation (unless a shorter time frame has been explicitly agreed)
   2. We have insufficient staff or resources to deliver the services you have ordered; e.g. due to staff sickness
   3. We do not provide services to your area; or
   4. One or more of the services you ordered was listed at an incorrect price due to a typographical error.
2. If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days. 

1. If you have any questions or complaints about the services please contact us.  You can do so at support@petlighthouse.co.uk .
2. We are under a legal duty to supply services that are in conformity with this contract and in accordance with the Consumer Rights Act 2015 (the Act).

1. We are only responsible for losses that are a natural, foreseeable consequence of our breach of these terms and conditions.  We do not accept liability if we are prevented or delayed from complying with our obligations set out in these terms and conditions by anything you (or anyone acting with your express or implied authority) does or fails to do, or is due to events which are beyond our reasonable control..
2. Furthermore, we do not accept liability for any losses related to any business of yours including but not limited to: lost data, lost profits, lost revenues or business interruption.

Unless otherwise expressly stated in these terms and conditions, all notices from you to us must be in writing and sent to our contact address at support@petlighthouse.co.uk and all notices from us to you will be displayed on our website from time to time.

We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

If any part of these terms and conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.

We will only use your personal information as set out in our privacy policy

Nothing in this Agreement is intended to, nor shall it confer any rights on a third party.

If you are unhappy with any aspects of the service provided by Pet Lighthouse we would always request that you contact us first at support@petlighthouse.co.uk 

Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to The Veterinary Client Mediation Service through their website at https://www.vetmediation.co.uk/.