Herewith the Practice details our terms and conditions of trading. The Practice is happy to provide explanation/clarification on any aspect of these Terms at the Client's request.


By accepting our services or purchase of goods, you the client contractually agree to the Terms of Business as laid out below.

Data Protection

We promise to only use clients’ details for the purpose of our business. We will not intentionally pass any details onto any third parties, unless detailed below, without your permission. We may, from time to time, contact you with veterinary information or special offers which may be relevant to you. We will aim to maintain your details correct. You the client must inform us of your correct current details to allow us to provide services to you and collect any fees due. This includes, name, address, contact details, animal’s details, details of anyone involved in the animals care, including other veterinary practices.


All fees, diets and drug charges are subject to VAT. This is not included on our price list or in estimates unless clearly stated. Fee levels are determined by the time spent on a case, consumables, resources, diets and materials spent on a case. The prices of many of our treatments are contained in our current price list, a copy of which is obtainable on request at each of our reception offices. If the price is not included on this list then the cost will be derived from the time spent with that animal. We will usually give an estimate of the price of any treatment before we carry it out. Please be aware that this is only an ESTIMATE and may be exceeded, as an animal’s illness may not always follow a predictable course. We will endeavour to contact you should the treatment costs rise above 20% of the estimated amount. If this is not possible and to delay treatment would jeopardise the animal’s care we will continue treatment.

Animal insurance

It is practice policy to encourage all our clients to consider adequate insurance for their animals. We do not sell insurance and cannot advise you on the merits of specific policies. Clients are reminded that animal insurance is a contract between you and the insurance company. If you are insured we reserve the right to insist on payment from you while you make a claim. While we will provide all accurate information required in expediting any claim we cannot and will not negotiate with any insurance company on your behalf.  If an insurance claim is unsuccessful the individual client will be expected to pay any costs associated with the care of their animal.

Payment terms

We reserve the right to ask any client to prepay for treatment not withstanding the terms within the species-specific guidelines. Any cheques returned from your bank as unpaid, any credit card payment not honoured and cash tendered that is counterfeit would result in the account being restored to the original amount. Additional charges may be added in respect of administrative costs and bank charges.

Client referencing

We reserve the right to reference any new or existing clients credit worthiness. This will include credit referencing agencies, CCJ’s and payment histories with other veterinary practices. Clients that are required to be involved via a limited company will be required to provide a guarantor. We reserve the right to request additional identification from any client to confirm the client’s accurate details e.g. full postal address,

Practice liability

In accordance with our practice insurance liability for loss of animal to fire, theft etc while in our care is limited to £25 000. Clients should ensure that they have sufficient insurance should their animal’s value exceed this amount.

Overdue accounts

We reserve the right to charge overdue accounts an interest rate at the statutory level of base rate plus eight percent. Any part payment will be taken to reduce the interest payment first unless other arrangements have been agreed in writing with a director of this company. If payment is not forthcoming then the debt will be forwarded to a collection agency or the county court. Further charges may be levied in respect of costs incurred by collection of the debt including the production of reports, correspondence, court fees etc. We reserve the right that any client with an outstanding debt, in order to receive further goods or services must prepay or guarantee with a debit or credit card. Bad debtors will be removed from our client list. A payment history may be passed to other veterinary practices that request it.


Any dispute of fees presented must be put in writing to the practice within 7 days of receipt of the invoice. Where any dispute is not proven and as a result the payment is late then overdue accounts procedures will become active. Therefore clients are advised to settle their accounts on time and if there is a dispute, this payment is made without prejudice.

Supply of drugs

If you wish, instead of supplying drugs ourselves, we can issue a prescription for drugs to be supplied by a third party as long as this will not affect the welfare of the animal involved. There will be a charge for this service.

Radiographs and notes

The treatment of an animal may involve making specific investigations, for example, taking radiographs or ultrasonograms, even though we will charge for the performance of these procedures and the interpretation of these results, the ownership of the resulting record belongs to the practice and will remain with us. We also retain ownership of all other notes and documents arising from the examination and treatment of your animal. You may inspect these records at the surgery at a mutually convenient time.


The practice has a clear complaints procedure, a copy of which is available on request. If you feel the service from this practice has not reached the required standard then please speak initially to the person treating the animal. If the issue is not satisfactorily resolved then please raise the matter in writing with the Practice Manager.

Payment Terms : Small Animal Clients

Invoices are to be settled at the end of the consultation, the discharge of the animal or collection of the drugs/goods unless in exceptional circumstances, alternative arrangements have been previously agreed. In which case payment must be made within 14 days of receipt of the invoice. We accept, cash, Switch, Postal Order Visa or Mastercard as payment. Cheques must be guaranteed and must have the client’s name and address written on the back.

Payment Terms : Equine Clients

Invoices are to be settled within 30 days of the end of the month the invoice is dated. New clients will be required to prepay (or guarantee with a debit or credit card) for all goods and services until an account has been set up. We accept, cash, Switch, Postal Order Visa or Mastercard as payment. Cheques must be guaranteed and must have the client’s name and address written on the back. Online banking can be set up on an individual basis. Regular standing order payments will also be considered for permanent equine clients on an individual basis.

Livery yards or Third parties

It is our preference to invoice the owner of the horse directly. When invoicing and payment is agreed to be through a third party, the third party becomes responsible for ensuring that the account is paid on time and are liable for any late payment costs/action. It is assumed that while the horse is in the care of the livery/third party that the third party has the owner’s permission to authorise examination and treatment and to purchase goods on their behalf. If any dispute arises over this permission the practice will assume the owner has liability for payment.

To download a PDF version of our Terms of Business Click here


Let’s Talk

If you have any veterinary or administrative enquiries you can phone on 01873 840069 during business hours (Mon-Fri 8.30am-6.00pm) or alternatively complete the form below and submit your enquiry.
One of our veterinary, nursing or administrative staff will be pleased to respond to you by phone or email as soon as possible during office hours.

24HR EMERGENCY NUMBER: 01873 840069

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