Terms of Business



Thank you for entrusting the care and attention of your pet to Animal Doctors.  This document details our practice terms and conditions.  Some aspects may not be relevant to you and we request that you ask for further clarification or explanation if required.

Fees: All fees, diets, drugs and charges are subject to VAT at the current rate.  Fee levels are determined by the time spent on a case, expertise and according to the drugs, materials, consumables and diets used. In addition, where surgery is required, fees may be calculated according to the complexity of the surgery.

Methods of Payment: Itemised bills are available with every transaction.  Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets.  You may settle your account using: Cash; Credit/Debit card; Maestro, Solo, MasterCard, VISA, Delta.

Written Estimates: Animal Doctors will provide a written estimate as to the probable cost of a course of treatment upon request. Such estimates are approximate in nature as often a pet’s illness will not follow a conventional course. We reserve the right to charge a greater fee at the conclusion of any course of treatment than that detailed in any preceding written estimate.

Settlement Terms: We will invoice you upon the completion of any course of treatment for the fees payable in relation to that treatment.  All invoices are payable in full immediately upon completion of the course of treatment to which they relate.  In the event that any invoice remains unpaid for a period of 14 days, we reserve the right to charge interest at [2] per cent per calendar month [above the then current base rate of Lloyds TSB Bank plc] accruing on a daily basis from the date of the invoice until the date of actual payment of the overdue amount, whether before or after judgement, compounding monthly. In addition any overdue debt will occur a 15% surcharge after 28 days.

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 the senior veterinary surgeon.

Pet insurance: Animal Doctors strongly supports the principle of insuring your pet against unexpected illness or accidents.  Please be aware that it is your responsibility to settle our account and then reclaim fees from your insurance company.  It is possible for us to accept direct claims from most insurance companies under the specific terms of our Standard Operating Procedure for direct claims, available on request.

Prescriptions: Under DTI regulations you may request written prescriptions for your pet’s medications and these will be issued subject to a fee.  However, you will be responsible for sourcing these medications from a suitable supplier and should bear in mind that delay in the start of treatment may not be in the best interests of the welfare of your pet.

Veterinary prescriptions are not covered by NHS charges and you will have to pay any supplier separately for these drugs, which costs will be at their market rate.  In circumstances where it is essential to begin treatment immediately then prescriptions will not be offered.  This is most likely to be in the case of injectable medications where a delay would be unacceptable.  Prescriptions will not be issued for similar drugs used in anaesthesia or emergency situations.

Complaints and Standards: We hope that you never have cause to complain about the standards of service received from Animal Doctors.  However, if you feel that there is something to complain about please direct your comments in the first instance to the senior veterinary surgeon, who will guide you through our complaints procedure.

Clinical records: Your pet’s clinical records, including radiographs, ultrasound scan records and laboratory test reports remain the property of Animal Doctors and will be kept under the terms of the Data Protection Act (1998).   You are entitled to see the records on request and if necessary an appropriate appointment to view them will be made.  Your pet’s records will be sent to another veterinary surgeon on request from them.  If you require a copy for your personal use, a charge will be made at the rate for administrative work.

Return of unused drugs: We are happy to accept unused medications back into the practice for disposal only.  However, as drugs which have left the premises are no longer fit for resale, no refund can be given.  Drugs purchased from any other supplier will not be accepted for disposal.

Repeat examinations: It is necessary both for the welfare of your pet and to meet legal obligations, for this practice to re-examine animals receiving long term medications.  The interval will vary with the condition and the medication but will be no longer than every 6 months.  The prevailing examination fee will be charged for that consultation.