Terms & Conditions of Practice.
Firefly Integrative Care Ltd
Trading as Firefly Integrative Veterinary Care; Firefly Vets; Firefly Veterinary
At Firefly, we believe in transparency and mutual respect. By booking an appointment or using our services, you agree to the following practice terms and conditions — designed to protect you, your pet, and the standard of care we provide. Some aspects may not be relevant to you and we request that you ask for further clarification or explanation if required.
1. Scope of Service
Firefly provides in-home veterinary care with a focus on:
Pain management
Acupuncture
Laser therapy
Behaviour support
Senior wellness
End-of-life care
Supportive therapies (e.g. PEMF, massage)
Some services may require a referral from your primary veterinary surgeon. We do not replace your regular vet — we work alongside them. By registering with us you acknowledge this and agree to be registered with a primary vet practice for all routine conventional care unrelated to our scope of treatment. We will request a history from your primary practice at time of registration and maintain a contact with this practice regarding any treatment your animal receives from ourselves.
Please note, some of the services offered by Firefly Integrative Veterinary Care are complimentary in nature. It is within our vet’s discretion to refer back to the primary vet practice for further investigations and/or appropriate treatment outwith the scope of this practice.
2. Booking & Cancellations
24 hours’ notice is required for cancellations.
Late cancellations may incur a fee.
Missed appointments may be charged at full rate.
Firefly reserves the right to reschedule if a case falls outside our scope.
3. Fees & Payment
Fees are provided on request or available via our wesbite.
Written estimates for the approximate cost of treatment can be provided.
Payment is due at the time of service (via card, bank transfer, cash). Should an account not be settled within 7 days, a reminder will be sent. After due notice to you, the client, overdue accounts will be subject to our debt collection procedure.
Late payments may be subject to admin fees.
If for any reason you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible.
Some services may be covered by pet insurance — please check with your provider. Please be aware that it is your responsibility to settle our account and then reclaim fees from your insurance company unless approval for direct claim has been given prior to the appointment date.
4. Home Visit Guidelines
Provide a calm, safe space for your pet.
Ensure pets are secure and accessible.
For behaviour cases, ideally have all key caregivers present.
If safety concerns arise (e.g. aggression), we may refer to clinic-based support or ask that your pet is muzzled until suitable interaction boundaries can be established.
Written signed consent for in-home euthanasia procedures is required.
Your primary care vet will be informed of any recommended medications for them to dispense under their care or issue a written prescription.
5. Liability
We provide care to the best of our ability, based on the information provided.
Firefly is not liable for outcomes affected by undisclosed history, emergencies, or external factors.
You retain responsibility for your pet and home during the visit.
All out of hours care must be sought from your primary vet practice, or their dedicated out of hours provider.
If you feel that there is something to complain about please direct your comments in the first instance to the Practice Manager, who will guide you through our complaints procedure.
Verbal or physical abuse of staff will not be tolerated in any form. Any instance of this type of behaviour will result in clients and their pets being removed from our services.
6. Privacy
All personal and clinical information is handled in accordance with our Privacy Policy.
7. Feedback & Contact
We value your feedback and are committed to compassionate, transparent care.
Email: hello@firefly.vet
Phone: 07786759090