Terms & Conditions

Terms and Conditions

Last updated: 13.02.2026.

These Terms and Conditions (“Terms”) govern the provision of veterinary services by Vet Kat Approved (“Practice”, “we”, “us”, “our”). By scheduling an appointment or using our services, you (“Client”, “Owner”) agree to these Terms.

1. Scope of Services

The Practice provides integrative veterinary services for companion animals, horses, and, where agreed, farm or wild animals. Services may include but are not limited to:

• Veterinary consultations

• Preventive care and clinical assessment

• Veterinary behaviour consultations

• Veterinary nutrition consultations (Western and Eastern approaches)

• Physiotherapy and rehabilitation

• Traditional Chinese Veterinary Medicine (TCVM), including acupuncture, herbal therapy, food therapy, and Tui Na

• Manual therapeutic techniques

• Education

All services are provided in accordance with professional veterinary standards and applicable regulations.

2. Appointments and Scheduling

Appointments may be scheduled via phone, email, or other approved booking methods.

To ensure appropriate preparation and time allocation, Clients must provide accurate and complete information regarding:

• Species, breed, and age

• Medical history

• Current medications or treatments

• Reason for consultation

Appointments are reserved exclusively for the scheduled Client and patient.

3. Deposits and Booking Confirmation

Certain services (including but not limited to extended consultations, integrative sessions, physiotherapy, acupuncture, behavioural consultations, and new client visits) may require a full up-front payment

• Appointments are confirmed only upon receipt of the required amount

• Addition charges might apply during the treatment, but the Customer will be made aware of them before proceeding.

Failure to provide the payment within the specified time frame may result in cancellation of the provisional booking.

4. Cancellation and Rescheduling Policy

Clients must provide at least 72 hours’ notice for cancellation or rescheduling.

• Late cancellations may result in forfeiture of the payment.

• Failure to attend a scheduled appointment (“no-show”) may result in being charged the full consultation fee.

• Repeated missed appointments may require full prepayment for future bookings.

The Practice reserves the right to refuse future appointments in cases of repeated non-compliance.

5. Late Arrivals

Clients arriving late may have their appointment shortened to avoid delays for other scheduled patients and the appointment will be charged as a full-time appointment.

If the delay significantly affects scheduling (more than 10 minutes), the appointment may be treated as a late cancellation and subject to applicable fees.

6. Travel and House Call Policy

6.1 Velika Gorica Area

House calls within Velika Gorica (up to 10 km from the city center) are provided free of travel charge.

6.2 Other Locations

For locations outside this area:

• The starting point for travel fee calculation is Lasinja.

• Travel fee: 0.50 EUR per kilometer.

• Tolls and parking fees are charged separately.

6.3 Shared Area Visits

If multiple patients are scheduled within the same geographical area (up to 10 km from each other):

• Travel fees and toll costs will be divided proportionally among those Clients.

• Parking costs are not shared and remain the responsibility of each individual Client.

6.4 Parking Requirement

The Client must provide a legal and accessible parking space within 50 meters of the entrance to the service location.

If adequate parking is not available, additional time or parking costs may be charged.

6.5 Price Quotation

All applicable travel fees, tolls, parking charges, and service costs will be included in the written price quotation sent by email prior to final appointment confirmation.

7. Fees and Payment Terms

Payment is due at the time services are rendered unless otherwise agreed in writing.

Accepted payment methods may include:​

• Credit/debit card

• Bank transfer

Herbal formulas, supplements, prescribed products, and structured treatment plans must be paid for prior to dispensing unless otherwise agreed.

Outstanding balances may result in suspension of future services.

8. Treatment Plans and Follow-Up Care

Certain conditions require structured or multi-session treatment plans (e.g., physiotherapy, acupuncture, rehabilitation programs).

• A personalized plan will be discussed and agreed upon before initiation.

• Prepaid packages, if offered, may be non-refundable and valid for a defined time period.

• Treatment outcomes depend on compliance with professional recommendations and follow-up visits.

The Practice does not guarantee specific results, as outcomes vary based on individual patient response and owner compliance.

9. Emergency Situations

The Practice does not operate as a 24-hour emergency facility.

If a patient experiences a sudden deterioration or life-threatening condition, the Client is responsible for seeking immediate emergency veterinary care at the nearest emergency clinic.

10. Client Responsibilities

The Client agrees to:

• Provide accurate medical history and relevant information

• Inform the veterinarian of any changes in the patient’s condition

• Follow treatment instructions and recommendations

• Ensure safe handling of the animal during visits

• Maintain appropriate restraint when required

The Practice reserves the right to refuse or discontinue services if safety is compromised.

11. Limitation of Liability

While all reasonable professional care and skill will be exercised, veterinary medicine is not an exact science. No guarantees or warranties are made regarding outcomes.

The Practice shall not be liable for:

• Outcomes resulting from incomplete or inaccurate information

• Failure to follow medical recommendations

• Pre-existing conditions or complications beyond professional control

Liability, where applicable, is limited to the value of the services provided.

12. Data Protection and Confidentiality

Client information and medical records are handled in accordance with applicable data protection laws (including GDPR where applicable).

Information will not be shared with third parties without consent, except where required by law.

13. Amendments

The Practice reserves the right to update or amend these Terms at any time. The most current version will be published on the official website.

14. Governing Law

These Terms are governed by and interpreted in accordance with the laws of the Republic of Croatia.

Any disputes shall be subject to the jurisdiction of the competent courts in Croatia.