Thank you for choosing us to care for your pet. 

 

A veterinary visit at home is a completely different experience to a bricks and mortar clinic appointment. Our aim is to make veterinary appointments calm, gentle and stress free. 

 

This welcome pack is designed to help you prepare for your veterinary visit and to explain what to expect on the day. ​

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Booking Multiple Pets

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If more than one pet requires care, please ensure all pets are booked at the time of request.

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To comply with VMD regulations, we only carry the number of vaccinations booked for the day and may not be able to vaccinate pets that were not pre-booked.

 

 

​​Arrival Times

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As our visits take place in clients’ homes and we operate as a mobile service, all appointment times are given as an ETA only.

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You will be allocated a standard 3-hour time window, with your appointment time provided as an estimated time of arrival. Please ensure that you and your pet are available at home for the full duration of your allocated window, in line with our Terms & Conditions.

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All clients are encouraged to contact us on 07545 326792 on the day of their appointment to request an updated arrival time. This can be particularly helpful for those with busy schedules.

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Clients with nervous or anxious pets are welcome to request that we contact them 15–30 minutes prior to arrival, where appropriate.

 

We also offer priority consultations with shorter time windows for an additional premium fee. Please refer to the price list for your location for further details.

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Appointment Changes & Availability

 

We truly appreciate your understanding of the following, which helps us run smoothly for all clients:

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• A minimum of 48 hours’ notice is required for cancellations
   

• If someone else (such as a family member or neighbour) is hosting the appointment, the primary client must remain available by phone during the visit​

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Preparing for Your Appointment

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To help keep things calm and allow for a smooth examination, we kindly ask that:

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• Your pet is ready in a ground-floor, enclosed room with minimal hiding places
   

• If your pet is upstairs (especially in a bedroom), we may ask that they are brought downstairs
   

• If a pet is not accessible, or we are unable to access the property, the full consultation fee will apply

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• We’re here to help, so please always let us know if your pet is nervous or anxious. We will do our very best to support you with preparations ahead of your appointment and make the visit as calm and stress-free as possible.​

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Nervous or Anxious Pets

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We are very happy to see pets who find veterinary visits stressful.

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• A pre-visit telephone consultation can be arranged to discuss preparation and handling
   

• Please also refer to our dog and cat preparation handouts for additional tips​

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Clients & Flats

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If you live in a block of flats, we kindly ask clients to meet us at the outside of the building entrance.

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Please let us know in advance if:

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• There is no lift access
   

• Access instructions are required

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• Parking or entrance with a car is restricted.

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Parking & Property Access

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To help us arrive on time and with everything we need for your appointment, we kindly ask that parking is available as close to the property as possible due to the amount of equipment we bring to each consultation.

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• Ideally, parking should be available within a 3-minute walk
   

• Where parking involves a longer walk, a £20 charge may apply
   

• Clients are responsible for any parking fees, permits or fines
   

• Any time spent arranging parking may be deducted from the consultation time

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If you need our vehicle details to arrange a permit, they are as follows:

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• BP21 0BX

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• Grey Golf Volkswagen 

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If you’re unable to provide a permit, please let us know at the time of booking. Otherwise, the appointment will need to be moved to a time when parking is available.  If parking is likely to be tricky, please do let us know in advance — we’re always very happy to discuss options and plan ahead where possible.

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Restricted Access Roads

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If you live on or near a restricted-access road (particularly in the Hanwell or W7 areas), we kindly ask that appointments are booked well outside of restricted hours, where possible.

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If access restrictions prevent us from reaching the property and we’re unable to attend the appointment, it may need to be cancelled and the full consultation fee would apply. We completely understand that restrictions can be confusing, so please feel free to get in touch beforehand if you’re unsure — we’re very happy to help check and plan with you.

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Strong Scents & Smoking

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For the comfort and safety of your pet and our veterinary staff, we kindly ask that during our visit:

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• Candles, room sprays, perfumes, and strong scents are avoided
   

• In smoking households, we ask that smoking not take place during the consultation, and rooms are well-ventilated and smoke-free prior to the appointment.

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No-Show & Waiting Policy

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To ensure fairness and minimise disruption to other appointments:

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• No-show: If the vet arrives and no one is present or contactable or the pet is unavailable, the full consultation fee will apply
   

• Waiting time: If the vet is required to wait due to client unavailability, waiting time will be charged at £100 per hour
   

• In some cases, the vet may need to leave to avoid delays for other clients, and the full consultation fee will apply

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Nail Clipping & Anal Gland Expression

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Nail clipping and anal gland expression are additional services and are not included in a standard health consultation.

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Please request these in advance wherever possible.

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Our Ealing Doggy WhatsApp Group

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We offer access to a friendly WhatsApp group for local clients and their dogs (including puppies), for the purposes of gentle socialisation and dog walks in Ealing.

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If you’d like to be added to the group, please let us know.

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Thank You

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Thank you so much for your cooperation and trust. These guidelines allow us to provide calm, compassionate, and efficient care in the comfort of your home.

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If you have any questions or would like help preparing for your visit, please don’t hesitate to get in touch.