1. Veterinary Care

• All treatments are carried out in accordance with the guidelines of the Royal College of Veterinary Surgeons (RCVS).
• We aim to provide clear explanations of diagnoses, treatment options, and associated costs.
• Consent must be obtained before any non-emergency procedures are undertaken.

2. Fees and Payment

• Estimates are provided prior to treatment whenever possible. Final costs may vary depending on clinical findings.
• Payment is due at the time of consultation, discharge, or collection of medication/products.
• We accept cash, debit/credit cards, and approved insurance direct claims (see Section 4).
• Outstanding accounts may be referred to a debt collection agency after due notice.

3. Insurance Claims

• We assist with insurance paperwork but cannot guarantee claim approval.
• Direct claims are subject to prior agreement and may require pre-authorisation.
• The policyholder remains responsible for any costs not covered by their insurer.

4. Emergency Services

• Emergency care is available during opening hours and via our out-of-hours provider.
• Emergency consultations may incur additional fees, especially for non-registered clients.

5. Prescriptions and Medications

• Repeat prescriptions require regular clinical reviews.
• Returned medications cannot be refunded due to safety regulations.
• Written prescriptions are available upon request (a fee is always charged for these).

6. Zero Tolerance Policy

• We are committed to respectful communication. Aggressive, abusive, or discriminatory behaviour towards staff will result in immediate termination of services.
• We provide our services at our discretion, and reserve the right to terminate those services when the mutual trust and respect required has broken down.

7. Personal Items

• Items left with inpatients (e.g. bedding, toys) are left at the owner’s risk.
• Unclaimed items may be disposed of after 14 days.

8. Data Protection

• We comply with UK GDPR and the Data Protection Act 2018.
• Client and patient data is stored securely and used only for clinical and administrative purposes.

9. Complaints

• We welcome feedback and aim to resolve concerns promptly.
• Formal complaints should be submitted in writing to the Practice Manager. We usually aim to reply within 10 working days to formal complaints, which gives us time to investigate these matters and formulate our response. 

10. Amendments

• These terms may be updated periodically. The latest version will always be available on our website or upon request.