1. About the Practice

Natural Animal Clinic Ltd is an RCVS-registered complementary veterinary practice providing holistic and integrative care including Traditional Chinese Veterinary Medicine (TCVM), acupuncture, clinical nutrition, herbal medicine, microbiome therapies, ozone therapy, palliative support, and osteopathy. The clinic does not provide first-opinion services, routine procedures, or emergency care. Clients must maintain a relationship with a primary care veterinarian for all conventional medical needs, emergencies, or cases requiring diagnostics or pharmaceutical prescriptions.

2. Client Responsibilities and Legal Consent

By using the services of Natural Animal Clinic Ltd, the client confirms that they are the legal owner or authorised guardian of the animal(s) and consent to the provision of complementary veterinary care. The client agrees to provide accurate information, full medical history, and diagnostic records from their primary veterinarian. The client acknowledges that holistic and integrative treatments differ from conventional approaches and that certain limitations apply, especially for remote consultations.

3. Scope of Services

Services include in-person and online holistic consultations, TCVM and acupuncture, osteopathy, clinical nutrition, herbal and nutritional therapy, ozone therapy, chronic disease support, integrative health planning, and end-of-life care.
The clinic does not offer vaccinations, parasite control, diagnostic imaging, surgery, or emergency treatment.

4. Online and Remote Consultations

Online consultations are advisory in nature and do not constitute a full veterinary diagnosis or treatment under RCVS guidelines.
The client understands and accepts that:

• No physical examination or diagnostic tests are performed.

• Advice is based solely on information provided by the client.

• Recommendations are subject to limitations inherent in remote care.

• Pharmaceutical prescriptions cannot be issued remotely.

• The client must seek immediate care from their primary veterinarian for emergencies or conditions requiring in-person examination.

5. Consultations, Fees, and Payment Policy

Fees for services are published separately and may vary depending on the nature of the appointment. Supplements, herbs, nutraceuticals, and individual palliative care plans are charged separately. Payment is required on the day of the consultation via cash, card, or BACS.
Late payments exceeding 14 days incur a 10% fee.
Insurance forms may be processed upon request, but all services must be paid for upfront.

6. Cancellations and Missed Appointments

Cancellations with less than 24 hours’ notice, or missed appointments (in person or online), will incur the full consultation fee.

7. Email Consultations and Ongoing Care Fees

The clinic offers flexible remote support via email for ongoing cases. Fees reflect the time, clinical assessment, and decision-making involved in reviewing medical history, new signs, or treatment changes.
Routine updates or simple replies requiring minimal input may be provided free of charge.
Fees apply automatically based on the depth and time involved. The clinic will inform clients in advance whenever possible if a charge is expected.

Email Consultation Fees:

• Routine Update: Simple question, quick check-in, or minor plan tweak (10 minutes or less). Free of charge.

• Review: New signs, treatment review, or moderate plan changes (10–20 minutes). £40–60.

• In-Depth Review: Complex or chronic case update, full protocol review, or diet revision (more than 20 minutes). £80–120.

Bundled Ongoing Support Plans:
These plans are suitable for chronic, complex, or evolving cases requiring close monitoring. They offer better value for clients who need regular remote care. Plans may be paused or cancelled with 7 days’ notice.

• Monthly Care Package: Up to 3 detailed email consultations per month plus one 15-minute phone or video check-in. £90 per month.

• TCVM Wellness Plan: Ongoing herbal and diet support for Traditional Chinese Veterinary Medicine cases, including up to 4 email updates per month. £120 per month.

• Microbiome Support Add-On: Includes 2 follow-up emails to review microbiome analysis results.

8. Referrals, Medical Records, and Professional Collaboration

Clients must provide full medical history and diagnostic records before the first consultation. With consent, the clinic may liaise with the primary care veterinarian or refer cases when appropriate. If a case falls outside the clinic’s scope, the client may be advised to seek care from another veterinary professional.

9. Data Protection and GDPR

The clinic complies with the Isle of Man Data Protection Act 2018 and UK GDPR. By using the clinic’s services, the client consents to the collection, storage, and use of their personal and animal data for veterinary care, communication, billing, and clinical record-keeping.
Clinical records are retained for at least 6 years in accordance with legal and professional requirements.
Clients may request access, correction, or deletion of their data within legal limitations.
Personal data is not shared with third parties for marketing purposes.
Information may be shared with other veterinary professionals only with client consent or where legally required.

10. Cookies and Website Tracking

The Natural Animal Clinic Ltd website (www.naturalanimal.clinic) uses cookies and similar technologies to improve website functionality, enhance user experience, and analyse website traffic. Types of Cookies Used:

• Essential Cookies – Required for the basic operation of the website.

• Performance & Analytics Cookies – Help track usage patterns and improve website performance.

• Functionality Cookies – Support enhanced features and user preferences.

• Third-Party Cookies – Used by integrated tools such as booking systems, analytics providers, embedded maps, or videos.

Consent & Control: Users may be asked to accept or manage cookie preferences when first visiting the website. Cookies may also be disabled through browser settings, though this may affect website performance.

Data Collected: Information gathered may include device type, browser type, pages visited, time spent on pages, general geographic region, and interaction patterns. No personally identifying information is collected unless voluntarily provided via forms or communication.

11. Privacy Policy

Natural Animal Clinic Ltd is committed to protecting client privacy. Personal information collected through consultations, forms, emails, or the website is used solely for providing veterinary care, managing appointments, communicating with clients, and maintaining accurate clinical records. Information is stored securely and accessed only by authorised personnel. Personal data is never sold or shared with third parties for marketing. Data may be shared with other veterinary professionals only with client consent or where legally required. Clients may request access to, correction of, or deletion of their personal information, subject to legal record‑keeping requirements. For full details, see Section 9 (Data Protection and GDPR).

12. Optional Consent for Case Sharing and Educational Use

With optional written consent, the clinic may use anonymised case information, photos, or videos for:

• Social media and web

• Educational presentations or lectures

• Anonymous case studies

• Research or professional publications

Identifying information will always remain confidential. Consent may be withdrawn at any time by written request, and materials will be removed where reasonably possible. Due to the nature of the internet and third-party platforms, complete deletion of previously shared material cannot be guaranteed. Materials may be retained for up to 5 years unless consent is withdrawn earlier.

13. Feedback and Complaints

The clinic aims to provide compassionate, respectful care. Concerns or complaints may be submitted to contact@naturalanimal.clinic and will be addressed promptly.

14. Client Acknowledgement

By booking a consultation or using the services of Natural Animal Clinic Ltd, the client confirms that they:

• Have read and agree to these Terms and Conditions.

• Understand the complementary nature and limitations of the services offered.

• Accept the limitations of online consultations.

• Agree to the clinic’s payment, cancellation, data protection, and email communication policies.

• Confirm they are legally authorised to consent to treatment for the animal(s).

• Optional consent for image use and case sharing is provided separately.