Terms And Conditions


All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and the drugs, materials, consumables and diets used. You may receive an itemised invoice for every consultation, surgical procedure or transaction with us upon request.

Methods of payment

Accounts must be settled at the end of the consultation, the discharge of your pet or upon collection of drugs/ diets. You may settle the account using:

  • CASH
  • CHEQUE with a supporting bankers card

Estimates of treatment costs

We will happily provide a written estimate as to the probable costs of a course of treatment, but please bear in mind that any estimate given can only be approximate. Your pet’s illness may not follow a conventional course, but we will endeavour to contact you if the course of treatment is likely to go over the original estimate.

Settlement terms

Should an account not be settled at the time, an invoice will be sent. Should it be necessary for a further invoice to be sent, an additional accounting fee of £15.00 inc. VAT in respect of administrative costs will be incurred.

After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc.

Any cheque returned by our bank as unpaid, credit card payment not honoured or cash tendered that is found to be counterfeit will result in the account being restored to the original sum due, with further charges added in respect of bank charges and administrative costs, together with interest on the principal sum.

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. We do not accept Installments or part-payments. If an account is left unsettled it will be passed to our debt collecting agency.

Pet health insurance

Clockhouse Veterinary Hospital strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff.

If your account has been settled, a charge of £4.00 is made to complete the insurance claim forms for an Indirect Claim.

If you would prefer for the money to be sent directly to us and therefore leave your account outstanding, we will need to see a copy of your insurance policy certificate and a charge of £30 will be made.

For more information on how we process insurance claims please ask for our insurance leaflet.

Complaints and standards

We hope that you never have reason to complain about the standards of service received from Clockhouse Veterinary Hospital. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a member of the management team, Mrs. Opperman, Mrs. Bradley or Miss Howard.

Ownership of records, radiographs and similar records

Case records including radiographs, laboratory reports and similar documents are the property of, and will be retained by the Clockhouse Veterinary Hospital. Copies, where possible, with a summary of the history will be passed on request to another veterinary surgeon taking over the case.

Prescription only medications (POMs)

Clients should be aware that prescription only medicines (POMs) may be purchased from us, your veterinary practice, or with a prescription at any pharmacist who stocks the appropriate veterinary licensed medication. We are able to provide you with a prescription in order that you may purchase your pet’s POM prescription from a pharmacist.

You, the client, must give two working days’ notice for the collection of medicines or prescriptions.

We are unable to give refunds for any medicines once purchased. We can, however, take medicines back for safe disposal or donate them to the RSPCA but only if they have been dispensed from our pharmacy.

If your pet requires regular medication for a long-standing condition, current law and RCVS rules require us to examine him or her at regular (usually no more than three monthly) intervals. A charge will be made for this check-up.

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