General Terms and Conditions

The services of the FastVet veterinary clinic are provided by VetLINE, s. r. o., with its registered office at Staromestská 6/D, 811 03 Bratislava, Slovakia, company ID (IČO) 43 868 665, tax ID (DIČ) 2022595751, VAT ID SK2022595751, registered in the Commercial Register of the Municipal Court Bratislava III, Section Sro, Insert No. 51525/B. The FastVet clinic at Vrakunská 43, Bratislava is one of its establishments. Contact: info@vetline.sk, phone +421 2 5441 2869.

The FastVet clinic provides veterinary care in the form of predefined service packages at a fixed price. The current packages, their contents and prices are listed in the price list on fastvet.sk.

Prices are in euros and include VAT. The package price does not include medication, consumables or pet food; these are charged separately according to actual use. If the vet recommends an examination or procedure beyond the package during the visit, it will only be carried out with your consent and at a price communicated to you in advance.

You book an appointment online at fastvet.sk. You choose a package and an available time and verify your identity with a code that we send you by e-mail or SMS. If you are new to us, we register you. Before confirming, you see a summary of the package, the appointment and the price including VAT.

You pay the price using the options offered at the time of booking: in advance by Visa or Mastercard payment card through the secure GP webpay payment gateway of Global Payments s.r.o., or at the clinic during your visit by card or in cash. When paying by card, you enter your card details directly on the payment gateway page; we have no access to them.

The contract is concluded when the appointment is confirmed. You will receive a booking confirmation including these terms by e-mail. If an advance card payment does not go through, the appointment remains valid and you pay the price at the clinic.

If you are a consumer and booked the appointment online, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement, for example an e-mail to info@vetline.sk or a letter to VetLINE, s. r. o., Staromestská 6/D, 811 03 Bratislava, Slovakia. Phone: +421 2 5441 2869. You may use the model withdrawal form at the end of these terms, but it is not obligatory.

You can also exercise the right of withdrawal online at fastvet.sk/odstupenie-od-zmluvy/en. If you use this option, we will send you an acknowledgement of receipt of the withdrawal, including its content and the date and time it was sent, by e-mail without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

If you withdraw from this contract, we shall reimburse to you all payments received from you in connection with the conclusion of the contract, no later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

If you requested to begin the performance of the service during the withdrawal period, you shall pay us the price for the performance actually provided until you informed us of your decision to withdraw from this contract. As long as the visit has not started, you pay nothing and we refund the full amount.

The appointment usually takes place before the withdrawal period expires. When booking, we therefore ask you separately for your express consent to the service starting before the end of the withdrawal period and for your acknowledgement that you have been informed that you lose the right of withdrawal once the service has been fully performed.

While the withdrawal period is running and the visit has not started, you can reschedule or cancel the appointment free of charge. If you cancel, we refund the full amount paid.

If you do not attend or arrive more than 15 minutes late and did not cancel the appointment in advance, the amount paid is not refunded, as the time was reserved exclusively for you.

After the withdrawal period has expired, the following applies:

• Rescheduling is free of charge if you notify us at least 24 hours before the appointment, at most once per booking.
• If you cancel at least 24 hours before the appointment, we refund the full amount paid as credit for your next FastVet visit, valid for 6 months. At your request, we refund it to your payment card instead, less a cancellation fee of 20% of the price, at least €5.
• If you cancel later, the amount paid is not refunded.

You can reschedule or cancel using the link in your booking confirmation, by phone on +421 2 5441 2869 or by e-mail to info@vetline.sk. The time at which you notify us is decisive. Refunds are made to the card you paid with.

In exceptional situations deserving special consideration, for example a sudden deterioration in the health of the animal or the client, we may decide to refund the price or grant a credit beyond these terms. There is no legal entitlement to this.

If we cancel the appointment, we refund the full amount or arrange another appointment, whichever you prefer.

We accept comments and complaints by e-mail to info@vetline.sk, by phone on +421 2 5441 2869 or in person at the clinic. We handle them within 30 days at the latest and inform you of the outcome in writing or by e-mail.

If you are a consumer and are not satisfied with the outcome, you may ask us for redress. If we reject your request or do not reply within 30 days, you may submit a proposal for alternative dispute resolution under Act No. 391/2015 Coll. The alternative dispute resolution body is the Slovak Trade Inspection (www.soi.sk), or another body on the list kept by the Ministry of Economy of the Slovak Republic.

How we process personal data is explained on the page Privacy Policy. Patient data form part of the veterinary records kept by the Vetline hospital.

Matters not governed by these terms are governed by the laws of the Slovak Republic, in particular the Civil Code and Act No. 108/2024 Coll. on consumer protection. The version of these terms in force at the time of booking applies to the booking.

Urgent cases outside the clinic's opening hours are handled by the Vetline veterinary hospital, which is open around the clock, phone +421 2 5441 2869.