Terms & conditions

On these web pages we refer to the surgeries as being part of one or other company and the use of words such as “us”, “our”, “we” “the surgery” refers to either The Pet Vet (UK Veterinary Services) Ltd or Quality Pet care Ltd.

Each of our national surgeries is a trading entity of the above companies:

• The Pet Vet (UK Veterinary Services) Ltd trading as The Pet Vet in:
  • Barnsley, Doncaster, Lincoln and Rotherham.
• Quality Pet care Ltd trading as The Pet Vet in:
  • Bristol, Nottingham, Liverpool, Morden, Portsmouth, Southampton, Waltham Forest and Warrington.
     

Thank you

Thank you for entrusting the care of your pets to one of our independent, family-owned surgeries, which serve our local communities throughout England. Some of the terms detailed may not be relevant to you and we request that you ask for further explanation or clarification if required.

General

By accepting our services or purchase of goods, you, the customer, contractually agree to the Terms of Business as laid out on our web pages.

Fees

All fees, diets and medication charges are subject to VAT.

Prices for our medication directly change in line with the costs from our suppliers.

For the services we offer, our prices are determined by eg

• The time required from our surgery team for a case to be assessed, treated, monitored and/or reviewed.
• The consumables and materials used.
• The use of external resources.

Our standard consultation length is 15 minutes. However, we operate a triage system at the time of booking an appointment, so that we can offer extended consultation times for particular conditions or symptoms.

On a quarterly basis, we review the prices of the services we offer. The outcome of our price reviews will result in an increase, decrease or no change. If a price has increased, we will honour an existing estimate for 1 month.

We will 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 a pet’s condition may not always follow a predictable course. During treatment, we will endeavour to contact you should the costs rise above 20% of the estimated amount. If this is not possible, and to delay treatment would jeopardise the patient’s care, we will continue treatment.

We accept the following methods of payment: cash, credit/debit cards, cheque and bank transfers (Corporate businesses only).

Ongoing offers and discounts

Our surgeries offer discounts of 10% off to Over 60s, BlueLight Card Members and Armed Forces, 7 days a week. These individual offers may not be used in conjunction with any other offer or promotion.

Non-refundable discounted consultations

All discounted consultation packages must be paid in full at the time of booking to secure the reduced rate. By proceeding with upfront payment, you acknowledge and agree that these discounted consultations are strictly non-refundable and non-transferable under any circumstances. The reduced price reflects this commitment, and no cancellations, rescheduling, or credits will be permitted once payment has been made.

Refer a friend & earn £30 offer

This promotion entitles the referrer to receive £30, credit to their account when the referee books their first appointment. The referee also receives either a half price booster or consultation if claimed within the aforementioned promotional period. Not to be used in conjunction with any other offer or promotion. Referrals can be made via the online form or via the ‘refer a friend & earn £30’ flyer, which needs to be presented to our surgery colleagues. The £30 credit will only be applied when the referee has booked their first appointment.

Our fair price guarantee

We want you to be confident that the price you pay for our products and services is excellent value for money. If you find the equivalent cheaper elsewhere, we’ll refund you the difference if your claim meets the following criteria:

• A claim must be made within 7 days of full and final payment to the surgery.
• At the time of making the claim, the competitor price must be presented in the form of a written estimate or available on a publicly printed price list.
• The competitor price must be for an identical product or service.
• The competitor must be within 10 miles of the surgery.
• Prices from on-line providers, charities or not-for-profit organisations do not qualify.
• No promotions or Pet Health Plans can be used in conjunction with this offer.
• The difference to be refunded will be credited to your account.
• In the event of any dispute, the final decision will be made by our Head of Operations.

Cancellation policy

We require a 50% deposit, which is added to your account at the time of payment. The patient’s notes will state that a deposit has been paid, the treatment to be received, and the planned date of treatment.

• If an appointment is cancelled with at least 3 days notice, a full refund can be given.
• If an appointment is cancelled with less than 3 days notice but more than 24 hours before the appointment, the amount will be credited on your account for future treatment/your next appointment.
• If an appointment is cancelled with less than 24 hours’ notice, 50% of the deposit paid will be refunded.

Pet Health Plan

1. Overview of the Pet Health Plan

Our Pet Health Plans are preventative healthcare packages designed to support the ongoing wellbeing of your pet. The plans provide access to a range of routine treatments, services, and products included within the monthly fee, alongside preferential rates on additional services.

By paying in monthly instalments, the cost of routine preventative healthcare is spread across the year. Alternatively, you may choose to pay upfront in one lump sum to cover the full 12-month period. Please note that if you wish to pay upfront, you will be required to contact Vetsure directly, as this cannot be arranged through the surgery. The Pet Health Plan is administered by Vetsure. Vetsure’s terms and conditions apply in addition to those set out below and should be read in conjunction with this document.

2. About us

These plans are provided by The Pet Vet. All services and treatments are supplied subject to professional clinical judgement and in accordance with applicable veterinary standards.

3. Eligibility and registration

• The Pet Health Plan is available only to pets registered with The Pet Vet.
• Plan benefits are valid solely at our practice and are non-transferable.

By enrolling, you agree to a rolling annual contract, billed monthly.

4. Commencement of services

• Upon sign-up, one month’s flea and worming treatment may be provided immediately.
• Upon sign-up, your pet is eligible for either a full primary vaccination course or annual booster vaccination, as clinically appropriate.
• Access to additional included services and products will commence 14 days after registration, unless otherwise clinically required.

5. Plan entitlements

5.1 Preventative care

The plan includes routine preventative healthcare appropriate to your pet’s needs, which includes:

• Parasite control treatments
• Annual vaccinations
• Nail clipping
• Routine health checks – subject to your selected plan and clinician (Vet or Nurse). Please check your plan entitlements to confirm whether veterinary consultations are included. Routine appointments may be conducted by a nurse, who is not able to diagnose or prescribe; any diagnosis or treatment requiring a Vet will be chargeable unless included within your plan. All care is provided subject to veterinary assessment.

5.2 Health checks & consultations

Complete lifestage plan

• Includes one annual veterinary health check, carried out at the same time as the booster vaccination.
• Additional consultations or health checks are chargeable, with a 10% discount.

Premier lifestage plan

• Includes one annual veterinary health check alongside vaccination, plus
• Two additional consultations per year
• Additional consultations or health checks are chargeable, with a 10% discount.

All appointments are subject to availability and clinical appropriateness.

5.3 Microchipping credit

• A £10.00 credit is provided as a one-off benefit where a pet is already microchipped at the time of joining.
• This applies only to pets under 12 months of age at registration.
• For pets over 12 months and not microchipped, microchipping is chargeable, with a 10% plan discount applied.
• This credit is non-recurring and has no cash alternative.

5.4 Discounts

• A 10% discount applies to eligible products and services not included within the plan.
• This discount cannot be combined with other standing discounts (e.g. senior or Blue Light discounts).
• It may be used in conjunction with time-limited promotions unless otherwise stated.

6. Treatment options

6.1 Complete lifestage plan

Dogs

• Option 1: Prinovox and an anthelmintic treatment
• Option 2: Simparica Trio and an anthelmin treatment (subject to a £2.00 monthly supplement)

Cats

• Option 1: Stronghold Plus and an anthelmin treatment
• Option 2: Credelio and an anthelmin treatment

6.2 Premier lifestage plan (Dogs only)

• Choice of:
  • Prinovox, or Simparica

All treatments are provided based on veterinary recommendation and individual suitability. We reserve the right to substitute equivalent products where necessary for clinical, supply, or safety reasons.

7. Use of plan benefits

• The plan operates on a “monthly entitlement” basis.
• Included products and services must be used within the relevant period and cannot be carried forward.
• Unused benefits have no monetary value and are non-refundable.

This does not affect your statutory rights where services are not provided with reasonable care and skill.

8. Fees, payments and contract duration

• The plan is payable by monthly direct debit.
• The contract is a rolling 12-month agreement.

Prices may be reviewed periodically. Reasonable notice (at least 30 days) will be provided for any changes.

9. Cancellation Rights

9.1 Cooling off Period

If you enrol online, by phone, or off premises, you have the right to cancel within 14 days of sign-up under the consumer contracts regulations.

• If you cancel within this period and have not used any benefits, you will receive a full refund.
• If services or products have been provided during this period, a proportionate charge may be deducted.

9.2 Ongoing cancellation

• After the cooling-off period, a minimum of 30 days’ notice is required to cancel, and this must be carried out by calling Vetsure directly on 0800 050 2022.
• If the value of treatments received exceeds payments made, you may be required to pay the outstanding balance.

This balance will be calculated fairly based on standard practice pricing, less payments already made.

10. Our responsibilities

Under the Consumer Rights Act 2015, we are required to:

• Provide services with reasonable care and skill
• Supply goods that are of satisfactory quality and fit for purpose

If we fail to meet these standards, you may be entitled to a repair, repeat service, or partial refund.

11. Limitations of the Plan

• The plan covers preventative healthcare only.
• It is not an insurance policy and does not cover illness, injury, or emergency treatment.

All treatments are subject to clinical judgement and suitability.

12. Changes to the Plan

We may make reasonable changes to the plan, including pricing, services, or products:

• To reflect clinical best practice
• Due to supplier changes
• To comply with legal or regulatory requirements

You will be given reasonable notice of any significant changes.

13. Complaints

If you are dissatisfied with any aspect of the plan or services provided, please contact the practice in the first instance. Complaints will be handled in line with our internal complaints’ procedure.

14. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Pet insurance

It is practice policy to encourage all our customers to consider adequate insurance for their pets. We do not sell insurance and cannot advise you on the merits of specific policies. Customers are reminded that pet 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, or if there is a shortfall, you will be expected to pay any costs associated with your pet’s care.

Prescriptions

Medication is available from your local surgery for your pet, and you’ll be informed of the price before purchase.

You may obtain Prescription Only Medicines (POMs) from your Vet. These require a prescription and include regular flea & worm treatment, standard medicines, and controlled drugs. Your Vet may only prescribe POMs for a pet that is deemed under their care. A reassessment will be required for repeat prescription, the frequency of which is at the discretion of the Vet based on individual circumstances. A re-examination is charged as a consultation fee.

For your convenience, repeat prescriptions can be ordered via our customer portal. We request that you give us 48 hours notice for any repeat prescription.

Once your pet’s prescription has been dispensed, we are unable to accept any returned medication.

You can request a written prescription and obtain the medicines for your pet elsewhere. A written prescription costs £23 per medication. A written prescription may not be appropriate if your pet is an inpatient or immediate treatment is essential. Under normal circumstances, a written prescription will be sent directly to your preferred pharmacy, unless otherwise agreed with your Vet.

Repeat prescriptions

We request that you give us 48 hours’ notice for any repeat prescription. We are only able to prescribe medicines for patients that are deemed to be under our care. Depending on the clinical condition, this means that we must have examined your animal within the past six months.

Out of hours

We offer a 24-hour service for the care of your pet.  Should they require planned overnight hospitalisation, we can provide an in-house service as agreed with your Vet.

For out of hours emergencies and for patients that require intensive overnight monitoring and treatment, we partner VetsNow, based at another local surgery. Using the services of VetsNow will require you to transport your pet to and from their surgery.  You can obtain further details from our Customer Experience team at The Pet Vet.

In the event of an out of hours emergency, please call our surgery number and you’ll be redirected.

Ownership of records and radiographs

Clinical notes and radiographs are owned by us. Upon request we can send copies of clinical histories and radiographs to referral practices and to any new practice with which the customer chooses to register.

Client referencing

We reserve the right to reference any new or existing customer’s credit worthiness. This will include credit referencing agencies, CCJs and payment histories with other veterinary practices. Customers that are required to be involved via a limited company may be required to provide a guarantor. We reserve the right to request additional identification from any customer to confirm their accurate details eg full postal address and any other relevant information that may be deemed necessary.

Settlement terms 

Payment is due in full on the date of invoice or when an insurance claim is complete and any shortfalls are known.

• If the bill remains unpaid 7 days after the due date, we will send out a reminder letter.
• Bills that remain unpaid for a further 7 days will incur a 10% late payment fee of the total outstanding balance, and a further reminder letter will be sent.
• If the bill remains unpaid after a further 7 days a final reminder letter will be sent.
• After a further 7 days if the invoice is not paid it will be referred to our debt collection agency, whereupon additional charges will be levied onto the outstanding bill.
• Ultimately court action may be sanctioned to collect outstanding fees.

Persistent refusal to pay bills will result in a written request to seek veterinary treatment elsewhere because we will no longer consider the bad debtor a customer of the practice.

Settlement terms (Corporate businesses and charities only)

Payment is due in full 21 days from the month end of the invoice date.

• If the bill remains unpaid 7 days after the due date we will send out a reminder letter.
• Bills that remain unpaid for a further 7 days will incur a 10% late payment fee of the total outstanding balance, and a further reminder letter will be sent.
• If the bill remains unpaid after a further 7 days a final reminder letter will be sent.
• After a further 7 days if the invoice is not paid it will be referred to our debt collection agency, whereupon additional charges will be levied onto the outstanding bill.
• Ultimately court action may be sanctioned to collect outstanding fees.

Persistent refusal to pay bills will result in a written request to seek veterinary treatment elsewhere because we will no longer consider the bad debtor a customer of the practice.

Data protection

We promise to only use customers’ 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 correctly. You 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, email and other contact details, animal’s details, plus any other information you feel is relevant, or is requested by the surgery.

Zero tolerance policy

We value our colleagues highly at all our surgeries and we do our best to provide the highest standards of care and service to every customer, every day.

We feel it is important that customers behave in an acceptable manner towards our colleagues, so we operate a zero tolerance policy to violence, abuse and demanding behaviour. We determine violence as actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety.

Our surgeries will not tolerate unacceptable behaviour such as customers shouting, swearing and being demanding towards our colleagues; or any aggression, bullying or racism.

Customers will be given a warning should any colleagues experience such incidents. The surgery has the right to remove abusive customers with immediate effect in order to safeguard colleagues, other customers and pets. In extreme cases, we will involve the police.

Violent, intimidating or abusive customers may be deregistered from the surgery. In these circumstances we will notify you in writing of your removal from the surgery and record it in your records, stating why you have been deregistered.

Complaints procedure

In the event of a complaint please discuss the matter initially with the surgery. If this proves unsatisfactory, please put the complaint in writing and send to feedback@thepetvet.co.uk. All escalated complaints will be investigated and responded to.