Independent Veterinary Behaviour Services Ltd

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1. Definitions and Interpretation

• “Practice” refers to Independent Veterinary Behaviour Services Ltd (CRN: 17043913), a company incorporated in England and Wales with its registered office at 35 Stamford New Road, Altrincham, Cheshire, UK, WA14 1EB, trading as “Nick the Behaviour Vet”.


• “Client” refers to the party (whether individual or entity) who books and contracts for the Service.

The Client may be:
    

○ the Pet owner directly; or
  

○ a referring veterinary practice or other third party acting on behalf of the Pet owner, who warrants that they have obtained the Pet owner's consent and authority to enter into this agreement and accept these Terms and Conditions.


Where the Client is not the Pet owner, references in these Terms and Conditions to the Client's obligations regarding the Pet, safety, and implementation of advice shall be read as obligations that the Client must ensure the Pet owner fulfils.


• “Pet” refers to the animal being assessed or treated.


• “Service” refers to any behavioural consultation, report, training guidance or follow up support provided by the Practice.

 

2. Referral Requirements

A current veterinary referral is required before any veterinary behavioural assessment or treatment plan is provided.
 Any non behavioural medical concerns identified during the consultation will be referred back to the primary Veterinary Surgeon.
 Where a referral is submitted via the Practice's website, the referring veterinary practice's acceptance of the referral terms constitutes part of this agreement and is incorporated herein by reference.

In accordance with RCVS guidance, the referring Veterinary Surgeon retains responsibility for providing continuous veterinary care for the Pet. This responsibility includes ensuring that appropriate twenty four hour provision is in place, either through their own practice or through their chosen out of hours provider. This arrangement ensures that the Pet can receive a physical examination whenever clinically required during the behavioural referral process. Where the Client is not the referring Veterinary Surgeon, the Client acknowledges and accepts this allocation of responsibility. The Practice does not provide any out of hours clinical cover and does not assume responsibility for urgent or emergency veterinary care.

The Practice may, at its sole discretion, decline to process direct insurance claims. Clients remain responsible for payment of all fees in full and may submit their own claims to their insurance provider. The Practice provides no guarantee that any insurance claim will be successful.

 

3. Scope of the Behaviour Service

3.1 Behavioural Assessment: What Is Included

• Review of referral information, clinical history and any submitted video footage.


• Full behavioural assessment carried out in person or remotely.


• Individualised written behaviour treatment plan.


• Risk assessment and safety recommendations.


• Liaison with the referring Veterinary Surgeon when required.

• If a case requires referral level input, or is outside the Practice's competence or scope of service, the Practice will recommend referral to an appropriate professional. The Client agrees to follow such recommendations promptly and acknowledges that failure to do so may result in immediate termination of the Service without refund. The Practice accepts no liability for any consequences arising from the Client's failure to follow referral recommendations.

3.2 Follow Up Support: What Is Included

• Four to six months of email support are provided following the initial consultation, depending on the behavioural assessment package chosen. Email support is provided during normal business hours (Monday to Friday, 9:00 AM to 5:00 PM, excluding UK public holidays) with responses typically provided within 3 working days.


• Review of progress updates, video clips and relevant information.


• Adjustments to the behaviour plan when appropriate, at the Practice's professional discretion.


• Recommendations for additional sessions if needed.

Support does not include emergency response, out of hours services, or immediate responses to emails. In the event of an emergency, Clients must contact their primary Veterinary Surgeon or an emergency veterinary service immediately.

3.3 Training Methods

Only positive reward-based training methods are used by the Practice.
 The Client agrees not to use aversive techniques or equipment on the Pet during the course of treatment. The use of aversive techniques or equipment may result in termination of the Service without refund. The Practice accepts no liability for any consequences arising from the Client's use of prohibited techniques or equipment.

 

4. Safety Responsibilities

Aggressive or fearful behaviour carries inherent risk. The Client acknowledges and accepts these risks.
 Clients are solely responsible for their own safety, the safety of family members, visitors and the wider public at all times.
 Pets must be safely controlled with appropriate equipment during consultations. The Client warrants that they have the necessary skills and equipment to safely control their Pet.
 The Practice may refuse to proceed with a consultation or may stop a consultation immediately if the environment or behaviour displayed is judged unsafe in the Practice's sole discretion. Where the Practice exercises this right due to circumstances within the Client's control (including failure to follow safety instructions or inadequate preparation), the full fee will remain payable. Where circumstances are beyond the Client's reasonable control, the Practice will discuss alternative arrangements or refunds on a case-by-case basis.
 The Practice may decline to carry out a physical examination if this is considered unsafe in the Practice's sole discretion.

Clients are strongly advised to obtain and maintain pet insurance that includes adequate cover for third-party liability. The Practice accepts no responsibility or liability whatsoever for any loss, damage, injury, death or other harm caused by the Pet to third parties, and the Client agrees to indemnify and hold harmless the Practice from any and all claims, damages, costs (including legal costs) and expenses arising from any such incidents.

 

5. Recording and Video Guidance

Video footage can be useful for assessment.
 Clients must not intentionally provoke or trigger risky behaviour to obtain recordings. Consultations are routinely audio or video recorded to allow the Practice to generate accurate clinical notes using AI-assisted transcription tools. By proceeding with the consultation, the Client consents to such recording. These recordings form part of the clinical record and may be processed by third party AI service providers in accordance with the Practice's Privacy Policy. Recordings are stored securely and are used solely for clinical documentation, quality assurance, and training purposes unless additional consent is obtained for other uses. Clients may request that a consultation not be recorded, but this may affect the quality of clinical notes and follow-up care.

 

6. Estimates, Fees and Payment

Written estimates are provided on request and are valid for 30 days from the date of issue unless otherwise stated.
Payment for behavioural consultations is required in full in advance of the scheduled consultation.

Payment should be made using the payment link or QR code provided on the invoice for bank transfer. Debit or credit card payment may be available on request.
 Fees cover the assessment, the written report, the behaviour treatment plan and follow up support as specified in Section 3.
 Additional fees apply for extra animals, further consultations, travel or extended support. Details of additional fees will be provided in the estimate or upon request.
 If the Client is not present for a scheduled assessment without prior notice, the full fee is charged and no refund will be provided.

 

7. Insurance

Clients are advised to hold suitable pet insurance with adequate coverage for behavioural consultations and treatment.
Insurance companies may take several weeks or months to process claims. Clients remain solely responsible for payment of all fees in full to the Practice regardless of whether insurance coverage exists or whether any claim is pending, approved, or denied. Any reimbursement from insurance is a matter between the Client and their insurer.

 

8. Prescription Terms

The Practice does not issue prescriptions for behavioural medication. Where medication may be beneficial, the Practice will provide guidance and recommendations to the primary Veterinary Surgeon, who remains solely responsible for prescribing and supplying any medication. The Client acknowledges that the Practice has no responsibility or liability for any decisions made by the primary Veterinary Surgeon regarding medication, including decisions to prescribe, not to prescribe, or the choice of medication.

 

9. Client Records

All reports, treatment plans, notes, recordings and communications (collectively "Clinical Records") are and shall remain the property of the Practice.
Copies of Clinical Records can be sent to the referring Veterinary Surgeon or transferred to another behaviour professional on written request from the Client. The Practice reserves the right to charge an administrative fee for providing copies of Clinical Records. The Practice may redact Clinical Records where necessary to protect third party confidentiality or the Practice's intellectual property.

 

10. Intellectual Property

All written materials, handouts, treatment plans, video content, branding and resources created by the Practice remain the intellectual property of the Practice.
Clients may use the materials only for their personal use and may not distribute or reproduce them without written permission.
Any third party materials included remain the property of the relevant owners and are used in accordance with applicable copyright law and licensing agreements.

 

11. Communication Standards

Clients are expected to communicate respectfully and professionally.
 The Practice reserves the right to monitor and store communications for training, clinical and administrative purposes, subject to compliance with UK GDPR and the Practice's Privacy Policy. Clients will be informed of such monitoring in accordance with applicable data protection laws.
 The Practice may suspend communication or services if staff experience abusive or inappropriate behaviour.

The Practice encourages Clients to raise any concerns directly using the complaints process outlined in these Terms and Conditions so that matters can be addressed promptly and fairly. Clients are reminded that publishing statements online that are untrue, misleading or damaging to an individual’s or business’s reputation may constitute defamation under UK law. The Practice reserves the right to take appropriate legal action where false or defamatory statements are made publicly.

 

12. Scheduling, Rearrangement and Cancellation

12.1 Rearrangement of Appointments

Clients may rearrange appointments by providing notice in accordance with the policy below. Fees depend on the amount of notice given.

Rearrangement Policy


• Fourteen days or more before the booked assessment: rearrangement fee none.


• Seven to thirteen days before the booked assessment: rearrangement fee fifteen percent of the assessment fee.


• Two to six days before the booked assessment: rearrangement fee thirty five percent of the assessment fee.


• Twenty four to forty eight hours before the booked assessment: rearrangement fee seventy five percent of the assessment fee.


• Within twenty four hours of the booked assessment: rearrangement fee one hundred percent of the assessment fee.

 

12.2 Cancellation by the Client

For contracts concluded at a distance or off-premises, Clients have the right to cancel within fourteen days of booking in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right is lost if the Client expressly requests that the Service begins within the cancellation period and acknowledges that they will lose their right to cancel once the Service has fully commenced. The cancellation fees set out below will apply where the Service has partially commenced.

Refunds are issued according to the notice periods below.

Cancellation Policy


• Fourteen days or more before the booked assessment: full refund of the assessment fee.

• Seven to thirteen days before the booked assessment: refund of assessment fee fifty percent.


• Two to six days before the booked assessment: refund of assessment fee twenty five percent.


• Within forty eight hours of the booked assessment: refund of assessment fee non refundable.

Exceptional Circumstances
: The Practice may, at its sole discretion, waive or reduce fees in exceptional circumstances. This is not guaranteed.

 

12.3 Practice Cancellation

The Practice may cancel or suspend a consultation where safety concerns are present or where instructions have not been followed. The Practice is not responsible for delays caused by illness, unforeseen emergencies or circumstances beyond its control.

 

13. Disclaimer and Limitations of Liability

13.1 No Guarantee of Outcome

Behavioural change cannot be guaranteed.
Results depend on the Client’s commitment, the environment and the Pet’s individual characteristics.

13.2 Safety Risk

Aggressive behaviour in animals is inherently dangerous and carries risks of injury. Clients acknowledge that they have been informed of these risks and accept responsibility for implementing safety measures recommended by the Practice. This does not exclude or limit the Practice's liability for negligence in providing professional services.

13.3 Interpretation of Advice

The Practice is not responsible for injury, loss or damage arising from misinterpretation of advice.

13.4 Liability

The Practice holds professional indemnity and public liability insurance for its services.
For uninsured matters the Practice’s liability is limited to the value of the Service provided.
 Liability is not excluded for death or personal injury resulting from negligence.

 

14. Research Use of Anonymised Data

The Practice may use anonymised clinical data for teaching or research purposes in accordance with UK GDPR.
Anonymised data contains no identifiable information and may be retained indefinitely.
Clients may request more information or withdraw consent for identifiable data where applicable.

 

15. Data Protection

All personal data is processed in accordance with UK GDPR and the Practice’s Privacy Policy.
Client information is kept confidential except where disclosure is required by law or necessary to ensure safety.

 

16. Age Requirements

Clients must be at least eighteen years old.
 Children present at consultations must be supervised at all times. 
It is recommended that alternative childcare is arranged for young children so that Clients can participate fully in the consultation.

 

17. Multiple Animals

Fees apply per animal. 
Where multiple animals contribute to the behavioural issue, additional individual assessments may be required.

 

18. Use of Website and Communication Facilities


The Practice does not accept responsibility for external websites linked from its platform.
 Availability of online services may change at any time.

 

19. Complaints

Complaints should be submitted in writing to the Clinical Director, Dr Nicholas Walters BVetMed MRCVS.
 The Practice will acknowledge and investigate the matter fully.

 

20. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with their subject matter or formation, will be governed by the law of England and Wales and subject to the exclusive jurisdiction of the courts of England and Wales.  

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Last updated: March 2026​