Mammal Pet Care Ltd - Company Registration Number: 15470175
Travel vaccinations and documentation are not available at this time. Please contact info@mammalpetcare.uk if you'd like to discuss your pet's travel needs.
Treatment you access from a third party without a referral from us, and any recovery care or care plan following that treatment, is not covered under your plan. Where we refer you to a specialist for advanced or specialist care, arranging that referral is part of your plan, but the specialist's own fees are not included unless we've agreed otherwise in writing. If a Mammal clinician is asked for a clinical opinion on treatment obtained elsewhere, this is chargeable separately. We recommend all clients consider pet insurance to help with the cost of specialist or advanced care.
Individual pet euthanasia and cremation, handled sensitively and professionally, are not included. We can point you toward providers, such as dignitypetcrem.co.uk, for your convenience - we do not receive any commission or fee for doing so, and this is not an endorsement over any other provider.
Mammal provides veterinary services through a structured model of care, supporting both everyday treatment and access to referral and specialist services where needed, with a strong focus on preventative rather than reactive care. We operate as a registered veterinary practice, and our Services are delivered to the professional and regulatory standards expected of the sector, to support good clinical outcomes for every patient and to help you plan the right healthcare milestones for your pet as a Mammal member.
Mammal offers two separate service models:
Subscription Healthcare Plans - ongoing, structured veterinary care delivered through a Mammal Plan.
The Drop-In Plan - one-off, episodic veterinary care as and when you need it.
These are separate arrangements, each governed by its own terms.
Subscription Services suit clients who want continuous, structured care, and typically include:
preventative healthcare planning
continuity of care - wherever possible, a consistent care team who gets to know you and your pet
structured clinical oversight
proactive, scheduled check-ins
These are delivered under a defined contract designed to support long-term health management and predictable costs.
Drop-In Plan services suit clients who need care case by case, and typically include:
one-off consultations
diagnostics or procedures
cases referred from other practices
Drop-In Plan care is episodic - it does not include ongoing management or preventative scheduling unless separately agreed.
Which model suits you depends on your pet's needs. Subscription Services generally suit ongoing, preventative care at a predictable, budget-friendly cost; the Drop-In Plan generally suits occasional or referral-based care. We're happy to advise, but the choice is always yours - write to us at info@mammalpetcare.uk any time.
The two models run independently - appointment availability and scope of care may differ between them. If you use both, each is governed by its own terms.
Whichever model you use:
care is always overseen by a registered veterinary surgeon and registered veterinary nurse
clinical decisions are made in your pet's best interests - it is our constant endeavour to promote and safeguard the health and welfare of every animal in our care
professional and regulatory standards apply throughout
All Services are governed by formal terms: Drop-In Plan services by our Drop-In Plan Terms and Conditions (Part C below), and Subscription Services by the relevant Mammal's Plan Terms (Part B below). Please check the terms that apply to your chosen service.
1.1 Our Services. We provide annual, pre-paid Mammal's Plan subscriptions covering veterinary medicine, surgery, and healthcare (“Services”). Plans give you access to an initial health check, routine check-ups, vaccinations, and other preventative and treatment services for your pet (“Pet”).
1.2 What These Terms Cover. These subscription terms (“Terms”) cover our Services as set out in your Mammal's Plan. Full details of what's included and excluded for each plan level are set out in the plan comparison tool on our website. Your contract with us is made up of these Terms together with your Mammal's Plan.
1.3 Why Read Them. Please read these Terms carefully before confirming your Mammal's Plan. They explain who we are, how we deliver Services, how the contract can change or end, what to do if something goes wrong, and other key information.
1.4 Animals We Treat. These Terms currently cover dogs and cats only. We don't offer Services for other animals unless we agree otherwise in writing.
1.5 Status of the Plan. Your Mammal's Plan is a fixed 12-month, pre-paid healthcare contract. The full annual price is due at the outset; for convenience, you can choose to spread this via monthly instalments, but this doesn't create a rolling monthly contract or reduce your 12-month commitment. We won't charge extra for the option to pay monthly. We are not regulated to offer credit arrangements.
1.6 Not Insurance. Your Mammal's Plan is not insurance and is not a substitute for it - you accept this expressly. We aren't insurance providers or brokers, so we can't advise on specific insurance products for your pet, though we recommend all clients consider insurance to help cover the cost of specialist or advanced care not included in your plan. Seek independent advice if that would help you decide.
1.7 Regulatory Status. By signing up, you acknowledge that these subscription Services aren't regulated by the Financial Conduct Authority or Prudential Regulation Authority, and you waive any rights that would otherwise arise under that regulation.
Definitions: “you”/“your” means the pet owner; “we”/“us”/“our”/“your vet” means Mammal Pet Care Ltd (Company Registration Number: 15470175), trading as Mammal, operating from Unit 4, 2 East Road, Wimbledon, SW19 1UW; “your Pet” means the pet registered on your Mammal's Plan.
2.1 Who We Are. We are Mammal Pet Care Ltd (Company Registration Number: 15470175), trading as Mammal. Our registered office is at Unit 4, 2 East Road, Wimbledon, SW19 1UW.
2.2 Contacting Us. Write to us at info@mammalpetcare.uk. You can also reach us via our app, direct message, or chat functions where available to our members.
2.3 “Writing” includes email.
3.1 How the Contract Forms. Your acceptance of our Services happens when you: sign up via our website; make your first month's payment (“Initial Payment”); your pet completes and passes an initial health check as suitable for a plan; and we confirm your plan's start date (“Start Date”). Together with these Terms and your Mammal Plan, this forms your contract. Each plan covers one pet and is a separate contract; you can hold more than one, one for each pet you own. You are only entitled to Services once all these steps are complete.
3.2 Your Warranties. By requesting our Services you confirm that: (a) you accept these Terms in full; (b) you are the legal owner of the pet on the plan; (c) you are responsible for all payments due for the term, whether paid upfront or monthly; and (d) the information you've given us about your pet - including medical history and any known or suspected conditions - is complete and accurate, and you'll tell us immediately if anything changes.
3.3 If We Can't Accept Your Request. We'll tell you in writing and won't charge you. We may decline any request for Services at our discretion.
3.4 Clinical Judgement. We'll always act in your pet's best clinical interests and retain discretion over which treatments and medications are provided or continued under your plan.
4.1 Timing. Your plan starts on the Start Date and runs for a minimum of 12 months; instalments are taken monthly from that date. Because this is a fixed annual contract, the full year's cost is due even if you cancel early, unless you cancel under clauses 5.5, 7.2, 4.2, or 8.1.
4.2 If Your Pet Doesn't Fit the Plan. If, after the initial health check, we don't think your pet suits the plan category you chose (due to age, clinical findings, or other reasons), we may offer a more suitable alternative or, if we can't offer a suitable plan, cancel your subscription. If we cancel, we'll refund what you've paid, minus the full (non-discounted) cost of anything already provided, including the initial health check. You don't have to accept an alternative, and can cancel without paying the full annual fee.
4.3 Multiple Pets. Each pet needs its own plan.
4.4 Delivering Services. We provide the Services in your plan to RCVS standards. We can only do this if you bring your pet to scheduled appointments, and it's your responsibility to ensure that happens; please give us at least 48 hours' notice if you need to reschedule, to avoid a missed appointment fee under clause 5.5. Please keep us updated on anything relevant to your pet's health or circumstances.
4.5 Clinical Judgement and Proportionality. All treatment, referrals, diagnostics, and prescriptions - whether part of your plan or an add-on - must be clinically appropriate and reasonably necessary given your pet's condition and what you've told us. We may decline, delay, or suggest alternatives if a request isn't clinically appropriate or a responsible use of resources, or refer you for advanced treatment or specialist care in line with our “What's Not Included” section above.
4.6 Avoidable Costs and Non-Disclosure. We're not responsible for extra costs caused by: delays in seeking treatment; not following our advice or collecting/administering prescribed treatment; not disclosing relevant medical history or known/suspected conditions; or refusing treatment we recommend under clause 4.5. Where this leads to extra clinical time, emergency care, out-of-hours fees, or referral costs that could otherwise have been avoided, we may charge these separately.
4.7 Your Responsibilities. You're responsible for following clinical advice, bringing your pet for necessary preventative checks, and collecting and administering prescribed treatment on time. We'll try to remind you when something's due, but you shouldn't rely solely on these reminders. We won't refund fees for anything you don't collect, and may charge extra for medication or products wasted through non-compliance.
4.8 Product Use and Allergies. Use prescribed products only as directed, and only for the pet they're prescribed for. We won't refund or accept liability for misuse. If your pet reacts to a prescribed product, alternatives may be available, possibly at extra cost.
4.9 Treatment Elsewhere. Your plan only covers treatment from us. Anything you obtain from another practice sits outside your plan.
4.10 Second Opinions. If you disagree with our clinical discretion, you're free to seek a second opinion (with us or elsewhere) or have treatment carried out by a third party. If you choose a third party, we're not responsible for anything that happens as a result, and won't reimburse either you or the third party. We're not obliged to carry out treatment recommended by a third party we haven't agreed to.
4.11 Events Outside Our Control. We're not liable for delays caused by events outside our control (for example, severe weather, pandemic, strikes, supply shortages, government restrictions, or utility failures). We'll do what we reasonably can to minimise disruption.
4.12 This includes, without limitation: fire, explosion, extreme weather, epidemic or pandemic, industrial action, government restrictions, and failure of utilities or telecommunications.
4.13 If such an event disrupts our Services continuously for more than 4 weeks, you may end the contract by writing to us, unless you've already agreed an alternative date or accepted a credit note.
4.14 Emergencies. We'll do our best to meet urgent needs outside normal hours, including sourcing emergency or teletriage cover from third parties where needed. Where Mammal provides out-of-hours urgent care directly, these Terms apply. Where a third party provides out-of-hours or teletriage care, that third party's own terms apply to their services, and we're not responsible for their acts or omissions unless we've agreed otherwise in writing. Getting your pet to us or to a third-party provider is your responsibility, whether in person or via a third-party transportation company, unless we say otherwise.
4.15 Out-of-Hours Contact. Our systems are fully digital, with online symptom-checking, guidance, and possibly video triage. Appointment availability depends on urgency and clinical triage. Contact us via app, phone, or the emergency button in your pet's private portal.
4.16 Fair Use, Misuse, and Reasonable Access.
4.16.1 Your plan supports structured, preventative, clinically appropriate care over 12 months - not unlimited or on-demand access. All use is subject to fair and reasonable use, judged by clinical need and the overall integrity of the plan.
4.16.2 All Services remain subject to our clinical judgement; the plan doesn't guarantee access to anything beyond what's clinically indicated.
4.16.3 Misuse includes, without limitation: repeatedly booking unnecessary appointments; seeking treatment not clinically indicated; trying to get Services for another animal; ignoring advice while demanding more care; behaviour aimed at “maximising value” rather than addressing genuine need; repeated or unexplained missed appointments (no-shows); or anything that, in our reasonable view, places unreasonable strain on our clinical resources. A single missed appointment is addressed under clause 5.5 and is not, on its own, treated as misuse.
4.16.4 Where we reasonably consider a plan is being misused, we may decline specific requests, charge separately for certain services, suspend some or all Services, or end the contract under Section 10.
4.16.5 None of this relieves you of your obligation to pay the full annual fee, except where the contract ends validly under these Terms.
4.16.6 Nothing here overrides our duty to act in your pet's best clinical interests and to RCVS standards; we'll always exercise this discretion reasonably and proportionately.
4.17 Signing Up During an Emergency. Plans aren't designed for emergency sign-ups. If your pet isn't already an active plan member when an emergency arises, that emergency will be charged on a Drop-In Plan basis - signing up during or just before an emergency doesn't bring it under your plan. You can apply for a plan afterwards, subject to clinical approval; costs already incurred won't be covered retrospectively.
5.1 Pricing. The price is whatever's confirmed in your Mammal's Plan, based on the product and level of care you choose. We take reasonable care to make sure quoted prices are accurate.
5.2 How You Pay. We accept card payments through Stripe, usually as recurring payments, though we can sometimes take ad hoc card payments via a secure payment link. Payments are due as set out in your plan - annually upfront, or monthly.
5.3 Late Payment. Late payments may attract interest at 5% a year above the Bank of England base rate, accruing daily until paid, whether before or after any judgment. If a payment remains unpaid for more than 3 days after it's due, we may temporarily suspend your access to booking new appointments and non-urgent Services until the payment is made, without ending your contract. This is separate from, and does not replace, our right under clause 5.4 to suspend or end your contract entirely after two missed payments in a row.
5.4 Non-Payment. If we can't collect a monthly payment, we'll let you know and try again within 2 days; a £10 admin fee applies to any missed instalment. We may suspend or end your contract if you miss two payments in a row, and you'll be liable for any recovery costs if we need external help collecting what's owed.
5.5 Missed Appointments. Missing a booked appointment without at least 48 hours' notice may incur a fee of £25.00, reflecting the clinical time reserved for your pet, on top of your subscription. Repeated no-shows may lead to suspension or restriction of Services under clause 4.16.
5.6 Price Reviews. Your plan price is fixed for 12 months. We normally review pricing annually, reflecting things like vaccine and drug costs, your pet's changing size, or regulatory changes; a review may also be triggered mid-term if your pet is diagnosed with a chronic condition, as set out in clause 5.10. If we need to change your monthly payments, we'll give at least 30 days' written notice, explaining any additional amount you may owe on your current plan separately from any change to next year's price. If you don't agree, you can end the contract by writing to us. If you pay annually and we notify you of a price change for the next year, you're free not to renew.
5.7 Refunds. Because this is a fixed 12-month contract, we generally don't refund fees - including if your pet dies, is put to sleep, goes missing, is rehomed, or you stop using the Services, or if you move outside our service area. We may make exceptions in unusual cases or where we've made an administrative error; in that case we'll only refund payments taken on or after the date you tell us.
5.8 Annual Renewal Pricing. If you pay annually, we'll tell you the next year's price when your plan comes up for renewal.
5.9 Extra Services. You and your vet can agree additional care outside your plan at any time; anything not included in your plan is charged separately, as agreed. We will always endeavour to give you a clear estimate and transparent pricing before extra work goes ahead.
5.10 Health Plan Pricing and Disclosure.
(a) Your plan's price is based on the health information you give us at registration, including any pre-existing conditions known to you at that time.
(b) If we later find a condition was known to you but not declared at registration, we may recalculate your plan's pricing to reflect it from the date cover began, exclude cover for costs relating to that condition, or, in serious cases, suspend or end your plan in line with Section 10.
(c) If your pet develops a new chronic condition after registration that was not known or reasonably foreseeable when your plan began, we may adjust your plan's pricing going forward to reflect the change in ongoing care needs. This is a forward-looking adjustment, not a penalty, and we'll always tell you in writing, with reasons, before it takes effect.
(d) Nothing in this clause lets us backdate a price increase for a condition you accurately disclosed, or for a new condition that arose after registration through no fault of non-disclosure.
(e) This clause works alongside clause 4.6 (Avoidable Costs and Non-Disclosure) and our Privacy Policy (Sections 12 and 13), which explain how we assess this information.
Contact us if you'd like to change your plan. We'll tell you whether it's possible, what it would cost, and anything else involved, and ask you to confirm before proceeding.
7.1 Minor Changes. We may make minor changes to Services to reflect legal or regulatory changes, technical updates, or premises requirements, and will tell you in advance where reasonably possible.
7.2 Significant Changes. If we need to make a significant change (for example, a change of premises) that we don't consider minor, we'll tell you, and you can end the contract before the change takes effect and receive a refund for Services not yet provided.
8.1 You can end the contract at any time by contacting us, though we may charge you for doing so. If you cancel, the contract ends immediately; we won't refund anything already provided. The full annual price remains payable regardless of instalment arrangements, and no refund applies except as set out in clause 5.7.
8.2 Cooling-Off Period. You have 14 days from signing to change your mind and cancel without giving a reason (contact us per Section 9, or use the model cancellation form, which isn't compulsory). If you cancel during this period, we'll refund what you've paid, minus the full (non-discounted) cost of anything already provided.
8.3 We'll refund you within 14 days of being told you want to cancel.
8.4 We'll refund using your original payment method unless you agree otherwise, and you won't be charged for the refund itself.
Contact us in writing at info@mammalpetcare.uk. To help us action your request quickly, please use the subject line “CANCEL MY MEMBERSHIP - [surname, pet's name]”, though any clear written request to cancel sent to this address will be treated as valid regardless of subject line.
10.1 We may suspend or end the contract by writing to you if: you don't pay when due and still haven't paid within 2 days of a reminder; you don't give us information we reasonably need within a reasonable time; you (or your pet) behave abusively, violently, or dangerously toward our staff or representatives; or you seriously or repeatedly breach these Terms.
10.2 If we end the contract under clause 10.1, you must compensate us for any resulting losses or third-party payments we're liable for.
10.3 If, in our reasonable opinion, you're unable to maintain your pet's health due to something you've done or failed to do, we may end the contract immediately.
10.4 Lost Pet. If your pet goes missing, you can request up to a 2-month suspension of your plan, during which no new treatment or products are provided. At the end of this period, the plan must be cancelled or reinstated; if reinstated, we'll adjust the treatment allowance to reflect the suspended period. Cancelling may incur a fee under Section 5. We can accept or decline suspension requests at our discretion.
10.5 Ending your plan means you lose access to its benefits, though your pet can still receive treatment outside the plan at standard, non-discounted rates.
11.1 Complaints and general questions: write to info@mammalpetcare.uk.
11.2 Your Legal Rights. This doesn't affect your legal rights. Under the Consumer Rights Act 2015, you can ask us to redo or fix a service that wasn't carried out with reasonable care and skill, or get money back if we can't fix it; if no price was agreed beforehand, what you pay must be reasonable; if no time was agreed, the work must be done within a reasonable time. For more detail, see Citizens Advice (adviceguide.org.uk, 03454 040506).
12.1 We're responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill - but not for loss that wasn't foreseeable, including loss to third parties. Loss is foreseeable if it was obvious, or if both of us knew it might happen when the contract was made.
12.2 We never limit liability where it would be unlawful to do so - including for death or personal injury caused by our negligence, fraud, or breach of your core legal rights. This applies to you, not your pet.
12.3 We only supply Services for personal, domestic use - we're not liable for business losses if you use our Services commercially.
12.4 Liability Cap. Subject to clause 12.2, our total liability under these Terms is capped at 100% of the total price you've paid for the Services.
13.1 See our Privacy Policy (mammalpetcare.uk/privacy-policy) for what we collect, why, how we store and share it, your rights, and how to contact us or the regulator.
13.2 We'll contact you by email, phone, SMS, or app chat about your plan - including advice, reminders, and service alerts. With your consent, we may also send optional offers. If you opt out of email, plan benefits only available by email won't be accessible to you.
13.3 We only use your personal information to manage and deliver your Services and to take payment.
13.4 We only share your data with third parties who need it to deliver the Services - for example, agents, subcontractors, referrers, and specialist providers.
14.1 Allergies. Tell us, or any relevant third party, about any pet allergies as soon as possible - we're not responsible for reactions if we haven't been told.
14.2 We may transfer our rights and obligations under this contract to another organisation; we'll always tell you in writing, and your rights won't be affected. We can also use subcontractors.
14.3 You can't transfer your plan to another pet or person - this contract is between you and us, and no one else can enforce it.
14.4 If part of this contract is found unlawful, the rest stands.
14.5 A delay in enforcing these Terms doesn't waive our right to enforce them later.
14.6 We may vary these Terms with one month's written notice.
14.7 These Terms are governed by English law and the English courts.
15.1 For Subscription Services, these Subscription Terms apply exclusively - covering payment, duration, and related obligations.
15.2 For any additional, non-subscription services, our Drop-In Plan Terms apply instead.
16.1 If you have both Subscription and Additional Services, these Subscription Terms take priority for the Subscription Services; the Drop-In Plan Terms govern the Additional Services and don't override these Subscription Terms unless agreed in writing.
16.2 Where the two sets of terms conflict on Subscription Services, these Subscription Terms prevail; for Additional Services, the Drop-In Plan Terms prevail.
By signing up, you confirm you understand and agree to these Terms.
0.1 We are Mammal Pet Care Ltd (Company Registration Number: 15470175), trading as Mammal. Our registered office is at Unit 4, 2 East Road, Wimbledon, SW19 1UW.
0.2 Contact us at info@mammalpetcare.uk, or via app, direct message, or chat where available to our members.
0.3 “Writing” includes email.
1.1 These Terms govern veterinary services we provide on a Drop-In Plan basis.
1.2 Requesting, booking, or receiving Drop-In Plan services means you accept these Terms.
1.3 These Terms apply only to Drop-In Plan services - Subscription (Mammal's Plan) Services are governed separately.
2.1 We offer two models: the Drop-In Plan (ad hoc, episodic services) and Subscription (ongoing managed care under a separate contract).
2.2 Drop-In Plan services are transactional and do not amount to a managed healthcare plan.
2.3 The Drop-In Plan does not include preventative scheduling or ongoing management.
2.4 The Drop-In Plan creates no obligation of continuity beyond the specific service provided.
2.5 Each Drop-In Plan interaction is its own separate contract.
3.1 The Drop-In Plan suits occasional clients, referrals from other practices, and one-off consultations, diagnostics, or procedures.
3.2 The Drop-In Plan is not designed to replace your pet's ongoing primary care.
3.3 Responsibility for routine care stays with you and, where relevant, your primary vet practice.
4.1 Subscription Services offer materially more - preventative planning, continuity, and cost-smoothing.
4.2 The Drop-In Plan does not include these and is priced independently.
4.3 The Drop-In Plan does not entitle you to Subscription benefits.
4.4 If you want ongoing or preventative care, consider a Mammal's Plan.
5.1 A contract forms each time you book, present your pet for treatment, or authorise a procedure.
5.2 Each contract covers only what's agreed at that time.
6.1 Drop-In Plan services are charged per our price list, available on request or as displayed.
6.2 Fees reflect the one-off nature of the Drop-In Plan, the lack of prepayment, and immediate delivery.
6.3 Payment is due at consultation, on completion of treatment, or in advance if requested.
6.4 We may require prepayment or deposits, and may delay or decline Services if payment isn't made.
6.5 If you use third-party finance, insurance, or payment providers, you remain responsible for any unpaid balance.
7.1 Estimates are indicative only.
7.2 Treatment may vary based on clinical findings.
7.3 You agree to authorise appropriate diagnostics and treatment and accept costs may change where clinically necessary.
8.1 Appointments may require a deposit or prepayment.
8.2 Cancel or rearrange free of charge with at least 48 hours' notice.
8.3 Insufficient notice or non-attendance may incur a cancellation fee or the full consultation fee.
8.4 Repeated missed appointments or misuse may lead to refusal of future bookings or a prepayment requirement.
9.1 Drop-In Plan services are subject to availability.
9.2 We manage capacity across a mixed service model.
9.3 Appointment access isn't guaranteed and depends on demand, urgency, and operational factors.
9.4 We don't guarantee continuity of clinician or priority scheduling under the Drop-In Plan.
10.1 Where you're referred from another practice, we act as consulting or treating provider only.
10.2 Ongoing care responsibility stays with the referring practice unless agreed otherwise.
10.3 We may liaise with referring practices where clinically appropriate.
11.1 We provide Services with reasonable care and skill, to professional standards.
11.2 Care under the Drop-In Plan is limited to what's requested and agreed.
11.3 No ongoing monitoring or follow-up unless explicitly arranged.
11.4 You're responsible for monitoring your pet afterwards and seeking further care if needed.
12.1 Medicines are prescribed per veterinary regulations.
12.2 Prescriptions may be provided on request, subject to clinical assessment and applicable fees.
13.1 If you hold pet insurance, you remain responsible for all fees.
13.2 Reimbursement is a matter between you and your insurer.
13.3 We may help with claim paperwork but aren't responsible for claim outcomes.
14.1 Nothing here limits liability where it would be unlawful to do so.
14.2 We're not liable for indirect or consequential loss, or for outcomes caused by incomplete history or non-disclosure.
15.1 Personal data is processed per applicable data protection law - see our Privacy Policy.
15.2 Clinical records remain Mammal's property.
16.1 We operate both Drop-In Plan and Subscription models, governed separately.
16.2 If you use both, Subscription Terms take priority for Subscription Services; these Drop-In Plan Terms apply to the Drop-In Plan and any other services outside Subscription.
16.3 These Drop-In Plan Terms don't alter the Subscription Terms except by written agreement.
16.4 Where the two conflict on Subscription Services, Subscription Terms prevail; on Drop-In Plan services, the Drop-In Plan Terms prevail.
17.1 We may update these Terms from time to time.
17.2 Updates are published on our website and apply to future Services.
18.1 These Terms are governed by the law of England and Wales.
Mammal