Terms & Conditions
Last updated: 20/1/2026
Terms and conditions for Animal Health Certificates (AHC).
Please read these Terms and Conditions (T&C) carefully. These terms govern the supply of veterinary services by Roger Holden Veterinary Services (“we”, “us”, “the Company”).
1. Scope of Service
• Non-Clinical Service: We provide AHCs for pet travel. We do not provide day-to-day clinical care, hospitalisation, surgeries, or medications.
• Fitness to Travel: an pet needing AHC does not require a formal clinical examination. Roger Holden Veterinary Services does not routinely provide “Fitness to Travel” certificates. If you are using a third party transport provider for your pet’s journey and they require specific fitness to travel documentation please inform us early in your inquiry as this is an extra chargeable service.
• Veterinary Discretion: we reserve the right to refuse to issue the AHC if we feel that that the pet’s welfare would be compromised by the planned journey.
2. Owner Responsibilities & Requirements
To ensure a valid AHC can be issued, the owner is responsible for the following:
• Microchipping: Ensuring the pet is microchipped. The microchip must be read and recorded prior to the rabies vaccination.
• Rabies Vaccination: Ensuring the pet has a valid rabies vaccination administered at least 21 days before the date of travel.
• Providing accurate details including:
1. Exact date of journey and Travellers Point of Entry (TPE).
2. Confirmation of who will be travelling with the pet/pets.
3. Confirmation of whether the visit is at home or RHVS premises.
4. Contact details of the vet who administered the rabies vaccination.
5. Confirmation that the person travelling with the pet/pets will be at the appointment to sign the AHC.
• Non-Commercial Declaration: We must be satisfied that the pet is not being sold or transferred to new ownership. We will ask for proof of travel arrangements (e.g., ferry/tunnel bookings).
3. Appointments & Documentation
• Lead Time: We can book appointments several weeks in advance to help planning your trip. This is subject to the obligations stated above have been fulfilled in a timely manner. There is a 10 day window that the AHC is valid for entry to the EU. We generally recommend booking the appointment 3-4 days prior to the planned departure date.
• Data discrepancies: Failure to provide accurate information in a timely manner will delay the AHC and may incur further charges. Any discrepancies in documentation may be referred to relevant authorities.
• Third Parties: If you are using a courier or transporting a pet for a friend/family member, we reserve the right to refuse the service if travel plans are unclear.
4. Fees, Cancellations, and Refunds
• Payment: Full payment is required via payment link before an appointment is confirmed. Work on the documentation commences as soon as payment is received.
• Refunds:
- Cancellation: Once payment is made and work has commenced, a 50% refund is available if you cancel.
- Refusal on Health Grounds: If the vet refuses to issue the AHC upon arrival due to the pet’s ill health, a 50% refund may be offered at the vet’s discretion.
• Rebooking:
- > 48 hours notice: No surcharge, provided the new time fits within the required legal timeline and our business hours.
- Out of Hours: If rebooking requires a revised timeline outside of normal business hours, a surcharge of at least 50% will apply and must be paid before the visit.
• Service Cancellation: In the unlikely event we need to cancel a confirmed appointment, we will provide as much notice as possible and offer an alternative date, a different venue/provider, or a full refund within 7 days.
5. Dissatisfaction
If you are not satisfied with the service provided, please contact us in the first instance at info@roger-holden.co.uk.
Terms and Conditions for Euthanasia Services.
Please read these Terms and Conditions (T&C) carefully. These terms govern the supply of veterinary services by Roger Holden Veterinary Services (“we”, “us”, “the Company”).
1. Scope of Service
• Specific Nature: We provide end-of-life care and euthanasia services. We do not provide day-to-day clinical services, hospitalisation, surgery, or the dispensing of medications.
• Second Opinions: If you are unsure about the decision, we recommend speaking to your primary vet. We can provide a second opinion; we will review your pet’s history, discuss the case with you and provide a report. We do not take over the daily management of the pet.
• Clinical Discretion: We reserve the right to refuse euthanasia if we believe it is not in the best interest of the pet. In such cases, you will be referred back to your primary vet.
2. Ownership and Legal Requirements
• Ownership Confirmation: We must confirm ownership before an appointment. If the pet is registered to a third party (e.g., a rehoming centre), their written consent is required.
• Microchip: If there is any doubt as to ownership of the pet or the pet is being put to sleep for reasons other than health we will scan the pet’s microchip to
• verify registration details prior to the procedure in accordance with Defra and RCVS guidelines,
• Right to Refuse: In the absence of consent from the registered owner, we reserve the right to refuse service unless a delay would compromise the pet’s welfare.
3. Booking and Appointments
• The Appointment: Appointments are only formalised once we are satisfied with the ownership of the pet and payment has been received. Until then, your pet remains under the care of your primary vet.
• Arrival Times: While we allow for traffic and distance, arrival times are estimates and cannot be guaranteed.
• Pet Behaviour: You must disclose any behavioural issue displayed by your pet such as anxiety or aggression. If the pet’s behaviour is significantly different from described and poses a safety risk, we reserve the right to cancel or re-book.
4. The Home Visit
• Environment: We require a space with good ambient light and sufficient room to move safely.
• Safety: The safety of all present is our priority. Please ensure pets are available at the agreed location. We reserve the right to cancel if the pet is not present upon arrival.
• Assistance: For larger pets, please consider in advance how the pet will be moved from their resting place.
• Consent: A formal consent form confirming the procedure and cremation/burial preferences must be signed on arrival.
5. Fees, Cancellations, and Refunds
• Payment: Full payment is required via a payment link to confirm the booking.
• Travel Fees: Calculations are based on Google Maps from postcode GU9. The full return journey is chargeable.
• Refund Policy:
- > 2 hours notice: 80% refund.
- < 2 hours notice: 50% refund.
- After arrival: No refund (if you change your mind, ownership is disputed, or the pet is unavailable).
- Vet Refusal: If the vet determines euthanasia is inappropriate upon arrival, a discretionary 40% refund may be offered.
• Rebooking: Rebooking with > 24 hours notice incurs no charge. Rebooking < 2 hours prior incurs a 20% surcharge plus any applicable out-of-hours fees.
6. Complaints and Privacy
• Dissatisfaction: Please contact us at info@roger-holden.co.uk. We aim to review and respond within 2 weeks.
• Data Protection: Your personal information is handled in accordance with our Privacy Policy.