The Vet: Terms and Conditions of Business

Thank you for entrusting the care and attention of your pet to The Vet. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.


All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time and skill level required on a case and according to the medicines, materials, consumables and diets used. Fee levels will also have a contribution towards general overhead costs. Any fee available on request. A detailed itemised breakdown for every consultation is available on request.

You are liable for any fees incurred in the diagnosis and treatment of your pet even if your pet is brought to us on your behalf by a relative, friend or agent.

All clients with pets admitted to The Vet for surgical, medical or procedural treatment will be asked for £100 deposit at the time of admission.

Methods of Payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of medicines/diets. You may settle the account using: cash or a credit/debit card (Switch, Solo, MasterCard, Visa and Delta) and in some cases relevant vouchers that are valid and in date.

Estimates of Treatment Costs

We will happily provide a printed/written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate; often a pet’s illness will not follow a conventional course. We will try to contact you on the contact numbers you have given us if we believe the treatment costs are going to exceed the estimate costs, however if you are not contactable we will treat your pet as is necessary for the prevention of pain or suffering.

Settlement Terms

Should an account not be settled within 14 days, then a reminder will be sent with an additional accounting fee in respect of the administrative costs incurred. Should it be necessary for further reminders to be sent, further charges will be incurred. These, however, may be deducted if payment is then made promptly. After due notice to you the client, overdue accounts will be referred to our debt collection agency and further charges will be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, courts fees, attendance at court, phone calls, home visits etc. Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administration costs together with interest on the principal sum.

Inability to Pay

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part-payments of any account may only be sanctioned with the express permission of a manager.

Responsible Pet Ownership and Pet Health Insurance

The Vet believes in responsible pet ownership. This includes regular appropriate vaccinations, worming for cats and dogs, regular flea control and a permanent means of identification for your pet. Please ask us for advice on the best methods to achieve this. The Vet also supports the “Scoop the Poop” campaign. The Vet strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your insurance company.

Complaints and Standards

The Vet is committed to providing an exceptional standard of service and care. We realise, however, that things can go wrong and there may be occasions when you feel your expectations were not met. We hope that before you complain you will give the clinic concerned a chance to put things right. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a formal complaint, we would like you to let us know in writing within 6 months. An acknowledgement letter will be sent once your formal complaint has been received. This will detail the name of the person handling your complaint and the estimated timeline for any investigation and response. More details can be found in our Guide to Making a Complaint. Please ask at reception for a copy.

Ownership of Records

Case records, including radiographs and similar documents, are the property of, and will be retained by, the company. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.

Ownership of Radiographs and Similar Records

The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with The Vet.

Out of Hours Policy

The Vet reserves the right to contract out our out of hours emergency and night care. This may mean sharing the out of hours service with other vets in the area or utilising a third party provider to provide our statutory out of hours provision. Please ask at reception for the details of the emergency and night cover specific to this clinic.

Prescription Policy

Prescriptions are available from this practice. You may obtain Prescription Only Medicines, category V, (POM Vs) from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. Your veterinary surgeon may prescribe POM Vs only for animals under his or her care. A prescription may not be appropriate if your animal is an inpatient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your animal. The general policy of this practice is to reassess every 3 months any animal that requires repeat prescriptions, but this frequency may increase, depending on the individual circumstances. The standard charge for a re-examination is the prevailing price of a consultation fee.

Payment terms

We will charge your credit account for payment upon receipt of your order. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from your account then we can cancel the contract and or suspend any further deliveries to you. This does not affect any other rights we may have.

Ordering errors

You are able to correct errors on your order up to the point on which you click on “submit” during the ordering process.

Deliveries & Collection & Returns

Hills Science Plan has a satisfaction guarantee on their food. Should your pet find the food unpalatable your money can be refunded but the food will need to be returned to the clinic by the customer.

Should any product purchased be found to be faulty, damaged, supplied in error or differing from the description given we will be pleased to arrange to either refund or replace the product. If the veterinary practice supplies an item in error that was not part of the order placed, please contact the practice to have the goods uplifted.

Any return which does not meet the conditions set forth above will not be refunded or replaced.


The Vet may contact you either by letter, phone, text or electronic means in order to advise you of outstanding accounts, reminders of your pet’s preventative healthcare treatments and any marketing offers that might be of benefit to you or your pet. Please tell reception if you wish no contact to be made. However, please be aware that this will remove the ability of the company to send vaccination reminders.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the company’s directors. No agent or person employed by or under contract with the practice has the authority to alter or vary these conditions in any way.

The online registration offer is only available to new customers registering for the first time. If you would like to add or amend any details on your account please contact the reception team.

Quality Pet Care Limited is registered in England and Wales.

Registered number: 08249167.

Registered Office: Quality Pet Care Ltd., Central Office, Suite 6.06, One Crown Square, Church Street East, Woking, GU21 6HR

April 2014

The Vet Fair Fee Guarantee*

We are so confident in our pricing, that we offer a “Fair Fee Guarantee”. This allows our customers to be assured that the price they are paying is the lowest around and we will beat the price difference. If they find the treatment, product or service cheaper elsewhere, then we will simply give them the difference back.

How do customers claim if they find the product or service cheaper elsewhere?

  1. Any claim must be made within 7 days of full and final payment, directly to the clinic itself.
  2. The competitors price must be in the form of a written quotation, or available publically via a printed price list. This must be presented at same time as making the claim. We can provide a printed/written estimate as to the probable costs of a course of treatment. Any estimate given can only be approximate; often a pet’s illness will not follow a conventional course.
  3. The competitors price must be on a like for like basis, i.e. identical in package size, brand, weight of pet etc.
  4. The competitor must be based in the UK.
  5. Prices for products from online shops do not qualify for the claim.
  6. Prices from charities such as PDSA and RSPCA cannot be used to make a claim.
  7. No other offer or promotion can be used in conjunction with this offer
  8. In the case of any dispute at clinic level, the final decision will be made at the discretion of the Operations Director.
  9. The difference to be refunded, if payment has already been made, will be made via a credit added to the customers’ account.
  10. Excludes preventive care plans (smartpet).

*within 10 miles of this clinic.