Our terms & conditions

In line with advice from the Royal College of Veterinary Surgeons, here is a document explaining what we shall provide for you and your pet(s), and in return what we expect from you. Please take time to read through our information pack for information on our services and facilities.

  1. We shall provide 24-hour care for your pets. When we are closed, Elizabeth Street Hospital in Victoria will see you if you have an urgent problem that cannot wait till we are open. Please tell them you are registered with us, so that they send us the notes following your visit.
  2. Our staff will always be polite and courteous to you and try to help. We shall always treat your pet with kindness and respect. We shall listen to you and explain everything involved in your pet’s treatment as we go along. In return, we expect you to be polite to us. Rude or aggressive behaviour will not be tolerated.
  3. We shall keep all your details confidential. Please see our privacy policy.
  4. We require that you keep your cat, rabbit or other small pet in a secure basket in the waiting room. Dogs must be kept on a lead with a secure collar. If your pet is very nervous or aggressive, we ask that you tell us in advance, so we can plan to minimise stress to all parties.
  5. We ask that you pay your bill at the end of the consultation. This allows us to keep our costs down and therefore our fees as low as possible. We do not run accounts. We reserve the right to charge administration costs should your bill not be paid on time. In the event of an insurance claim, we are happy to fill in and process it at no charge. Under FSA rules, you must complete your section of the form before we can complete our section. We are not allowed to fill it in for you. We are happy to process direct claims with PetPlan providing the following criteria are met: you provide proof of your insurance policy, you pay the excess (and percentage if applicable) before the claim is submitted, the claim is in excess of £500 and we have agreed the direct claim before the work is done.
  6. We are happy to provide estimates for the cost of the treatment for your pet. We shall make every effort to stay within the estimate, but if unforeseen circumstances should arise, we shall always discuss further costs with you before we proceed further (except in emergencies).
  7. We run a fully-stocked pharmacy at both centres from where we routinely dispense medications. You can also request a prescription to purchase medication elsewhere. The cost of a prescription is £19.30. If your pet is on long-term medication, we must see him or her at least every 6 months in order to prescribe.
  8. Please give us as much notice as possible if you can’t make it for an appointment or procedure, so that we can offer the slot to another patient who needs it. We shall do our best to send you a text reminder. We reserve the right to charge you for the appointment if you do not attend or give us two hours’ notice of cancelling. If you repeatedly fail to attend appointments made, we shall ask you to find an alternative veterinary practice. We understand that situations are often beyond your control and we shall be sympathetic to this.
  9. Occasionally we may need to prescribe a medication that is not licensed in the species of your pet. In this case, we shall explain this to you and ask you to sign a form of consent.
  10. If your pet needs to be admitted to the hospital, we shall ask you to fill in a consent form. It is important that we have a telephone number where you can be reached all day.
  11. If you are not bringing your pet to the consultation, please call us in advance and let us know who is bringing in your pet. Please remember we cannot treat your pet without your consent.

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