Terms and Conditions

All appointments are confirmed in writing, by email, to owners and their veterinary surgeon.

Full payment is required on booking the consultation and is non-refundable if cancelled within 3 working days; all cancellations are subject to an admin fee of £75 + VAT.

In certain circumstances pre-authorisation payments may be accepted whereby your insurer pre-authorises the claim and your consultation is paid on settlement of your claim but within no more than 3 weeks from the consultation date; if your insurance company has not settled your claim owners are responsible for payment of fees within this 3 week period and failure to do this may result in additional charges being applied. Pre-authorisation must be arranged by you with your insurer and you must provide us with a pre-authorisation or claim number before the consultation date can be confirmed. We then allow you to settle our invoice within 3 weeks of the consultation date. By proceeding with a consultation via pre-authorisation with your insurer means you agree to pay the full and final fee within 3 weeks of the date of consultation or when the insurer settles your claim, whichever is soonest.

Fees charged include initial consultation, full written report with details of the agreed behaviour modification programme, contact with your veterinary surgeon to discuss the case (where applicable) and 3 x 30 minute follow-up/review calls; these calls will take place in the 3 months immediately following the consultation.

Follow-up/review calls will be limited to discussing the original presenting complaint and are subject to Positive Imprint receiving completed diary updates and no more than 3 update videos (if requested) prior to the call; calls can only be booked on receipt of this information. Calls after the 3 month period or for additional behaviour issues are available and can be booked through the office; chargeable at £75 + VAT in 20 minute increments.

We accept payment by BACS transfer.

Positive Imprint do not process direct claims with your insurance company, if you are insured. You are required to settle our invoices and then claim your insurer. We will complete your claim form at the end of the consultation; if you do not have your claim form available at the consultation and then post it to us to complete please allow 10 working days for the return of the form; there is an admin fee of £75 + VAT for this.

Photographs and video taken during the consultation by Positive Imprint, or if provided by owners, may be subsequently used for educational purposes but any other information provided to us will be regarded as confidential and will not be disclosed to a third party for any reason without your prior consent, with the exception of your Veterinary Surgeon. Your information will be stored securely and used solely for the purpose for which it was provided. You will not be sent unsolicited marketing information. Positive Imprint Ltd is registered with the ICO (Information Commissioner's Office).

If you have any questions on our terms and conditions or if anything is unclear please email the office.

Positive Imprint Limited is a registered company (Registration No.04043572) - Incorporated on 31 July 2000 with it's registered office address at Bower House, 34 Bower Mount Road, Maidstone, Kent, ME16 8AU.