Terms and Conditions

The Online Vet Behaviourist – Dr. Luca Ciurli MRCVS

Last updated: 05/01/2025

1. Business Information

The Online Vet Behaviourist is operated by Dr. Luca Ciurli MRCVS as a sole trader in the United Kingdom. Dr. Ciurli is a veterinary surgeon registered with the Royal College of Veterinary Surgeons (RCVS) and a resident in behavioural medicine with the European College of Animal Welfare and Behavioural Medicine (ECAWBM).

2. Service Scope

The service provides online veterinary behavioural consultations for dogs and cats only. Consultations are intended to assess and manage behavioural issues through a clinical and evidence-based approach, under veterinary referral.

This service is not a substitute for emergency veterinary care or in-person medical diagnosis, and does not include physical handling, training, or medication prescription directly.

3. Consultation Process

  1. A free 15-minute discovery call is available to discuss your pet’s situation and determine whether a full consultation may be appropriate.

  2. If both parties agree to proceed, the client will be required to make payment (see Section 4).

  3. Clients must provide a referral and complete medical history from their registered veterinary surgeon. This may be arranged:

    • Directly by the client through their vet; or

    • Indirectly, via The Online Vet Behaviourist, following payment.

  4. After payment and receipt of the referral, the client will complete a behaviour questionnaire.

  5. A full online consultation will be arranged (1.5 to 3 hours).

  6. A detailed written behaviour plan will be provided within 14 days of the consultation.

  7. The client will receive 2 months of email support and a scheduled follow-up session online.

4. Fees and Payment

The total fee for a full behavioural consultation is £595. Payment must be made:

  • Before referral if The Online Vet Behaviourist will contact the client’s vet directly

  • After referral if the vet sends the documents directly to the behaviourist.

Accepted payment methods: bank transfer and card payment.

Consultations will not proceed without payment confirmation and vet referral.

5. Cancellations, Refunds, and No-Shows

Clients may cancel or reschedule consultations at least 24 hours in advance. If a client cancels after payment and chooses not to proceed, a £100 administrative fee will be retained to cover the case triage and initial record review. The remaining amount will be refunded.

No-shows will not be refunded. Rescheduling a missed appointment requires a 25% rebooking fee. Repeated rescheduling may result in cancellation of the service at the clinician’s discretion.

6. Client Responsibilities and Safety

  • Clients are responsible for safely managing their pet and implementing any advice given.

  • Behaviour plans will include specific safety guidance where relevant and will never advise any action that could pose a risk to the owner, the animal, or others.

  • The client must ensure that all information provided is accurate and complete, including behaviour history, medical records, and any concerns or limitations.

  • The client is responsible for following the behaviour plan and attending follow-ups.

7. Service Standards and Support

  • Written behaviour plans are delivered within 14 calendar days of the consultation.

  • Email support is provided for 2 months following the consultation, with replies within 48 hours (Monday to Friday).

  • Emergency services are not provided. In case of a medical or behavioural emergency, contact your registered veterinary surgeon immediately.

8. Insurance Claims

  • Direct claims to insurance providers are not arranged.

  • Clients will receive a detailed invoice and behavioural report, which may be used to claim reimbursement directly from their insurer, where covered.

9. No Guarantee of Results

Due to the complex and individual nature of animal behaviour, no outcome or result can be guaranteed. Behaviour change depends on numerous factors, including medical status, the environment, consistency of implementation, and the animal’s past experience.

The service guarantees:

  • A personalised behaviour plan

  • Follow-up support as described

  • Collaboration with your regular vet

10. Limitation of Liability

The Online Vet Behaviourist shall not be liable for any loss, damage, injury or cost arising from the use or misuse of the advice or behaviour plan, unless due to gross negligence or misconduct. Clients are fully responsible for their pet’s safety and for following the plan appropriately.

11. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the UK courts.

12. Complaints Procedure

The Online Vet Behaviourist is committed to delivering a professional and compassionate service. If you are dissatisfied with any aspect of the consultation process, we encourage you to raise your concern so it can be addressed promptly and appropriately.

How to Submit a Complaint:

Complaints should be submitted in writing via email to:
📧 complaint@theonlinevetbehaviourist.co.uk


Please include:

  • Your full name and contact details

  • Your pet’s name and consultation date

  • A clear description of the issue

  • Any relevant supporting information or communication

What Happens Next:

  • We will acknowledge receipt of your complaint within 5 working days.

  • A full investigation will be conducted, and you will receive a written response within 14 working days of acknowledgment.

  • If more time is needed to respond fully, you will be informed of the reason and the revised timeline.

RCVS Oversight:

If your complaint relates to professional conduct and is not resolved to your satisfaction, you may contact the Royal College of Veterinary Surgeons (RCVS), the regulatory body for veterinary surgeons in the UK.

RCVS website: https://www.rcvs.org.uk