North Shields Vets – Terms & Conditions of Business
Thank you for choosing North Shields Vets for your pet’s care. The following terms apply to our veterinary services and to your use of our facilities and website. Some sections may not be relevant to your particular circumstances, but they remain part of our overall policy. Please ask a member of staff if you require clarification.
Registration
To provide safe and effective care, we must keep accurate client and patient records. We may periodically ask you to confirm your details. If any of your contact information or circumstances change, please notify us as soon as possible so our records remain accurate.
Charges and VAT
All veterinary fees, products (including food and medications), and reception items are subject to VAT at the current rate. Charges are based on the time spent, materials used, and any tests or treatments required.
A list of typical fees and common charges is available in the waiting area. You will receive a detailed invoice for every consultation, treatment, surgical procedure, and transaction.
All estimates and price listings include VAT unless otherwise stated.
Payment Terms
Payment is required at the time of consultation, upon discharge from hospital, and when collecting medications, food, or retail items.
We accept:
- Cash
- Debit and credit cards (MasterCard, Visa, etc.)
If you have difficulty paying your bill, please speak to a member of staff promptly. We may be able to arrange a payment plan, but this must be approved by a senior member of the practice.
Treatment Estimates
We are happy to provide an estimate of likely treatment costs where possible. Please understand that this is only an estimate and may change depending on how your pet responds to treatment.
If additional costs arise, we will aim to inform you promptly, unless doing so would compromise your pet’s welfare.
Estimates remain valid for 30 days from the date issued.
Late Payment & Debt Recovery
Accounts not paid within 14 days may be issued a reminder. If payment remains outstanding after notice, we may escalate the account to a debt recovery process, and additional charges may be added to cover administrative and collection costs.
Returned cheques, declined card payments, or counterfeit cash will result in the original invoice being reinstated, plus any additional charges incurred.
Veterinary Care Standards
We aim to deliver veterinary care to the standards set by the RCVS Practice Standards Scheme and the professional conduct expected of veterinary surgeons and nurses.
We reserve the right to refuse or withdraw treatment if clients are abusive or aggressive toward staff, as the safety and wellbeing of our team is essential.
Pet Health Insurance
We strongly recommend insuring your pet against unexpected illness or injury.
Please note:
- You are responsible for settling the practice invoice.
- You may reclaim fees from your insurer afterwards.
- We may be able to submit direct claims to some insurers, subject to prior authorisation.
Please speak to a member of staff for details.
Out-of-Hours Care
Our practice hours are:
- Monday – Friday: 8:30am – 18:00pm
- Saturday: 9:00am – 12:00pm
For emergencies outside these hours, please call our usual number:01913 034 214. Calls will be redirected to our out-of-hours team, Vets Now and veterinary personnel will be available to care for hospitalised patients as required.
Consent
Written consent is required for admissions and for significant procedures.
Consent is also required for the use of medications outside their licensed species (e.g., rabbits, rodents). Many veterinary drugs are not licensed for use in small mammals, so we use medicines based on professional judgment and available evidence.
If your pet is hospitalised out-of-hours, consent will be obtained prior to treatment where possible.
Ownership of Clinical Records & Diagnostic Materials
Clinical records, diagnostic images (e.g., X-rays, ultrasounds), and laboratory results are the property of the practice. Copies may be provided on request, subject to applicable fees.
Complaints
We aim to provide excellent service, but if you have any concerns, please contact our Practice Manager in writing. We will respond promptly and fairly.
Variations
Any changes to these terms must be agreed in writing by a senior member of the practice. No employee or contractor is authorised to vary these terms unless formally approved.
Dispensing and Prescription Medicines
We can provide Prescription Only Medicines (POM-V) directly from the practice.
You may also request a prescription to obtain medication from another veterinary surgeon or pharmacy, subject to a fee. Please note that delays in starting treatment may not be in your pet’s best interest.
We may re-assess animals requiring repeat prescriptions at least every 6 months, or more frequently if clinically necessary.
Returning Unused Medicines
We can accept unused medicines for safe disposal only. Medicines returned cannot be refunded or resold. Medicines purchased elsewhere cannot be accepted for disposal.
Client Updates
For practice news, updates, and announcements, please visit our website: www.northshieldsvets.co.uk