Terms and conditions
Terms for veterinary home visits provided by Vet en Ruta S.L.. Applicable law: Spanish consumer protection (Royal Legislative Decree 1/2007 – TRLGDCU), Law 3/2003 of the Statute of Consumers and Users of the Canary Islands, and Decree 90/2023 (Canary Islands) on customer service and complaint management.
1. Scope
These terms apply to all veterinary services provided by Vet en Ruta as mobile home visits in Tenerife, exclusively to consumers within the meaning of Article 3 TRLGDCU.
2. Booking, contract formation & pre-contractual information
Submitting the form is initially only a non-binding appointment request. A contract is formed only when Vet en Ruta manually reviews the request and expressly confirms the appointment by email or WhatsApp. Where legally required, confirmation is provided on a durable medium and includes the relevant contractual information, including price, service scope, and withdrawal information.
Pre-contractual information is provided before binding confirmation: current provider information — see Legal notice; essential characteristics of the planned service — see §3; the expected total price including any travel fee is communicated before binding confirmation; withdrawal information — see Right of withdrawal; complaints procedure — see §14. Contracts can be concluded in German, Spanish, or English.
3. Services
Vet en Ruta provides planned veterinary home visits for dogs and cats, and for other animals by prior arrangement, including preventive care, vaccinations, on-site diagnostics, sample collection for external laboratory analysis, treatment of mild to moderate conditions, individual animal identification (microchipping) under Law 7/2023, advice, and end-of-life support. Unless expressly stated otherwise, laboratory tests are carried out by external partner or reference laboratories; availability and turnaround times depend on the relevant laboratory. Every treatment begins with a general clinical examination. Prescription and use of veterinary medicines – in particular antibiotics – follow Royal Decree 666/2023; every antibiotic prescription is recorded in the national PRESVET platform.
4. Emergencies, service limits & right to refuse
Vet en Ruta does not currently offer 24/7 availability or emergency care. In acute emergencies, please contact a veterinary clinic or emergency service in Tenerife directly. For life-threatening conditions we may decline to accept a home visit and refer you to an emergency service.
We reserve the right to refuse or terminate a visit early for justified reasons, in particular: (i) aggressive behaviour of the animal where the keeper has not adequately restrained it; (ii) unreasonable hygiene or health conditions on site; (iii) suspected animal mistreatment with a statutory reporting duty; or (iv) where the safety of the attending veterinarian is not guaranteed. In such cases — except where the owner is clearly at fault — only the proportional travel fee is charged.
5. Prices, payment & legal conformity guarantee
Prices are expected to consist of travel, a general consultation, and any additional services or medication provided. While an appointment request has not yet been confirmed, displayed times and information are request and orientation aids only. Before binding appointment confirmation, expected costs and payment methods are communicated. Legally applicable taxes are taken into account.
We owe appropriate professional veterinary care, without guaranteeing a particular recovery or treatment outcome. Your statutory rights in the event of a breach remain unaffected. Warranty rules for goods or digital products are not presented as a recovery or outcome guarantee for veterinary treatment.
6. Cancellation and changes
The following maximum charges apply to appointments confirmed in writing only if disclosed and agreed before the contract is made. Statutory withdrawal rights take priority:
- More than 24 hours before the appointment: free of charge
- 24 to 4 hours before: €25 cancellation fee
- Less than 4 hours before, or no-show: €50 cancellation fee
No cancellation fee applies when you validly exercise a statutory right of withdrawal. If you expressly requested early performance and part of the service has already been provided, only the proportionate amount permitted by law may be payable. Outside the statutory withdrawal right, any cancellation charge is capped at the actual demonstrable loss, allowing for saved costs and replacement bookings. You may show that there was no loss or a smaller loss. We waive the fee in hardship cases.
7. Pet owner obligations
You confirm that:
- The animal will be available at the agreed location and time.
- Previous conditions, ongoing medication, aggressive behaviour, and any indication of zoonotic risk (e.g. leishmaniosis, ehrlichiosis) are disclosed truthfully.
- Aggressive or anxious animals will be safely restrained at the start of the visit.
- An adult of legal capacity is present throughout the visit.
- A calm environment is provided for the home visit.
8. Liability, professional indemnity & informed consent
Vet en Ruta is liable under applicable law. The treating veterinarian’s professional authorisation and the insurance cover must extend to the specific activity. Provider and professional information appears in the Legal notice. These terms do not exclude statutory consumer rights or liability for our own wrongdoing.
For procedures with non-negligible risk – in particular sedation, anaesthesia, surgery, and euthanasia – we obtain a separate written informed consent (consentimiento informado veterinario) before performing the procedure. The consent form covers purpose, procedure, risks, alternatives, and estimated cost. Without this consent, the procedure is not performed.
9. Right of withdrawal
As a consumer you have a 14-day right of withdrawal under Article 102 TRLGDCU. Full information, the model withdrawal form, and the conditions for early loss of the right when service has already begun (Article 103.a TRLGDCU) are on the Right of withdrawal page.
10. Delays, rescheduling, and force majeure
Appointments are planned carefully. Because Vet en Ruta is a mobile service working in road traffic and with animals on site, delays, rescheduling, or in exceptional cases cancellation may still occur, especially due to traffic, preceding veterinary emergencies, illness, vehicle issues, weather, safety reasons, or other circumstances outside our reasonable control. In such cases we inform you as early as possible and offer a suitable new time. Payments already made for services not provided are refunded where legally required.
11. Changes to these terms
Vet en Ruta may amend these terms for justified reasons, in particular to reflect changes in law, case law, the service offering, or to close regulatory gaps. Existing customers will be notified at least 30 days before the effective date by email or website notice. You may object to the change within that period; in case of objection, either party may terminate the contract effective on the planned change date.
12. Severability
Should any provision of these terms be or become invalid in whole or in part, the validity of the remaining provisions remains unaffected. The invalid provision is replaced by the statutory rule that most closely matches its economic purpose.
13. Applicable law and jurisdiction
Spanish law applies, excluding the UN Convention on Contracts for the International Sale of Goods. Place of jurisdiction is – to the extent legally permissible and where you are a consumer – your place of residence; otherwise Santa Cruz de Tenerife.
14. Complaints, customer service & consumer dispute resolution (Decree 90/2023 Canary Islands)
Please send complaints to contact@vetenruta.es; email qualifies as a durable medium within the meaning of Canary Islands Decree 90/2023. We acknowledge receipt within 48 hours with a unique case reference and respond substantively within 15 working days of receipt at the latest. On request we provide an official Hoja de Reclamaciones in printed form or by QR code. You may also approach the Oficina Municipal de Información al Consumidor (OMIC) of your municipality or the Dirección General de Consumo del Gobierno de Canarias. We are neither obliged nor willing to participate in arbitration proceedings before a consumer arbitration board.
15. Contract language
Contracts can be concluded in German, Spanish, or English – in the language you select on the booking form. The version you select prevails; in case of doubt, the Spanish version.
Official complaint forms
Scan the QR code or open the Government of the Canary Islands electronic form. You can also ask our vet for a printed form.
First send your complaint to contact@vetenruta.es. We provide a written acknowledgement with a reference number and reply within 15 working days.
Last updated: 27 October 2026