In August 2019 I rang Vets-Now out of hours as one of my pet rats had suffered what I suspected was a sudden stroke. I am an experienced owner and knew she needed to be put to sleep as soon as possible. She was paralysed, could barely breathe and was completely vacant. I rang and requested euthanasia and was advised to attend. I was advised of possible cost being the 160 consult fee plus the procedure. I said on the phone that I have never been charged this before, for straight euthenasia, I have only been charged the euthenasia fee and was advised the clinic may well just do this on attendance. I arrived and within a minute I was in the consulting room with a consent for euthenasia fee the staff had printed with my details on prior to my arrival, proving my point that this was all the care required. I signed it and handed my baby girl over to be put to rest. Following the procedure, she was brought back to me with a bill for £124 (apparently small animals have a discounted consult fee, I was misquoted on the phone). On that bill I was charged £26.30 consultation fee and £68.53 out of hours fee applicable to that consultation, plus the £29.57 euthensia procedure cost to include materials and vet time. My issue is that my pet did not have any consultation. I was charged for something she did not receive. I would have no issue if my pet had been seen for treatment to try to save her, but there was absolutely no hope of recovery, I knew this before I took her, she just needed to have her suffering ended urgently and couldn't have waited the night. I was absolutely distraught and, had I been in a better frame of mind, I would've refused to pay more than the euthanasia fee, however, hindsight is a fine thing - I paid and just thought I'd sort it later, I wanted to get out of there. Following this, I complained about the charge and requested a refund, which was declined. I took it to a formal complaint and was written to advising it would be 'inappropriate' to refund me when I was warned of the cost, choosing to attend. My issue is not with the staff or their care at all, my issue is with the company charging structure and them deeming it fit to charge distressed customers for care their pet hasn't received, that decision is difficult enough to make and go through and they have never charged me like that before. I have many pets and have had to attend twice for urgent euthensia and was just told I would be charged eithensia as long as I understood that's all care my pet would receive and the vet would not look to treat. This incident made a difficult and distressing situation much worse. I would suggest avoiding Vets-Now unless you absolutely have no option purely because of them seeing fit to charge you for care your pet did not receive.