Surrey Family Vets Terms & Conditions of Business

Thank you for choosing Surrey Family Vets in Jacobs Well, Guildford, for your pet’s veterinary care. The following terms and conditions outline the agreement between you and our practice. Should you require any clarification, please do not hesitate to contact us.

Registration and Client Details

Maintaining accurate client and patient records is essential for delivering the highest standard of veterinary care. We may periodically request confirmation of your details. Please notify us promptly of any changes to ensure our records remain current.

Data Protection and Privacy

We adhere strictly to data protection laws and handle your personal information with the utmost confidentiality. Your details will only be used for veterinary purposes, including appointment reminders and treatment updates. In certain circumstances, we may be required to share information with regulatory authorities as mandated by law. For further details, please review our Privacy Policy on our website.

Veterinary Care Standards

Our services comply with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct. Veterinary advice, diagnosis, and prescriptions are provided exclusively for animals under our care, which necessitates a recent physical examination.

Fees and Payment

All fees, including consultations, medications, and products, are subject to VAT. Our charges reflect the time, expertise, and resources involved in your pet’s treatment. Payment is required at the time of service, whether following a consultation, upon your pet’s discharge, or when collecting medications. We operate a card- only payment system. We accept all major debit and credit cards (Visa and MasterCard). Please note that we do not accept cash, cheques or bank transfers.

Treatment Estimates

We are happy to provide estimates for proposed treatments, though these are approximate. Unforeseen complications may arise, potentially increasing costs. We will communicate any significant changes to you as soon as possible. All estimates remain valid for 30 days.

Prescriptions and Medications

Prescription-only medicines (POM-Vs) may be dispensed directly by our practice or via a written prescription, which incurs a fee. In cases requiring immediate treatment, medications may need to be dispensed in-house. Repeat prescriptions generally require reassessment every 3 to 6 months, depending on the condition. Please be aware that we cannot offer refunds for medications once they have been dispensed.

Unused Medications

We accept unused medications for safe disposal but are unable to provide refunds. Medications purchased from other suppliers cannot be accepted for disposal at our practice.

Out of Hours Care

Our standard opening hours are 8 AM to 6PM with Thursdays opening hours 8 AM- 8 PM. Outside these times, emergency cases will be directed to Vets Now Guildford. High-dependency patients may be referred for continuous monitoring, and owners are responsible for arranging transport between facilities.

Consent for Procedures

Written consent is required for hospital admissions, euthanasia, or the use of medications in species or conditions for which they are not licensed. Any changes to treatment plans will be discussed with you before proceeding.

Insurance Claims

We strongly recommend pet insurance to help manage unexpected veterinary costs. We can complete insurance claim forms upon request. Payment is required upfront unless a direct claim has been pre-approved, which is subject to specific conditions. Please note that an administration fee may apply for direct claims.

Overdue Accounts

Accounts unsettled after 14 days will receive a reminder. If payment remains outstanding beyond 30 days, we reserve the right to refer the matter to a debt collection agency, with additional charges applied to cover associated costs. In cases where a credit card payment is declined or cash is found to be counterfeit, the original account balance will be reinstated, plus any applicable bank or administrative fees.

Financial Difficulties

If you encounter difficulties in settling your account, we encourage you to discuss this with a member of our team as soon as possible.

Client Conduct

We are committed to providing a respectful and professional environment for both our clients and staff. Aggressive or abusive behaviour will not be tolerated and may result in the termination of our services.

Complaints

We strive to deliver exceptional care and service at all times. If you have any concerns, please address them with the practice principal in writing. For matters not resolved to your satisfaction, the RCVS offers a mediation service, though they do not intervene in disputes regarding fees.

General Terms

No variation of these terms will be binding unless agreed in writing and signed by the practice principal. Our staff are not authorised to amend these conditions verbally.

For the latest updates and practice information, please visit our website.

Surrey Family Vets