Terms & Conditions

Terms & Conditions The Vets @ Dronfield

Effective from: 31st March 2025

  1. Introduction

Welcome to The Vets @ Dronfield. We are committed to providing the highest standard of veterinary care to your pets. These Terms & Conditions outline the basis on which we provide services, including consultations, treatments, surgeries, and other veterinary care. By registering with us and using our services, you agree to abide by these Terms & Conditions.

  1. Registration and Client Responsibilities

2.1. To access our services, clients must register their pet(s) with us. Registration requires providing accurate and up-to-date information, including pet details and contact information.

2.2. Clients are responsible for ensuring we are informed of any changes in personal details, including address, phone number, and email.

2.3. Clients must provide, or request that their previous veterinary clinic provide, full and accurate disclosure of their pet’s medical history, including any pre-existing conditions or ongoing treatments from other veterinary practices.

  1. Appointments and Consultations

3.1. All consultations are by appointment only. Emergency cases will be prioritised accordingly.

3.2. If you are unable to attend an appointment, we request a minimum of 24 hours notice. Missed appointments may incur a charge.

3.3. The vet’s recommendations, including treatment plans, medication, or further diagnostic testing, are given with the pet’s best interest in mind. It is the owner’s responsibility to follow these recommendations.

3.4. We reserve the right to decline treatment if a pet poses an undue risk to staff and other clients.

  1. Fees and Payment Policy

4.1. All fees are subject to VAT where applicable and must be settled at the time of treatment. We do not offer direct credit facilities.

A price list showing the cost of our most common services is available on request. You will receive an itemised bill for all transactions.

4.2. Acceptable payment methods include:

  • Debit/Credit Cards
  • Apple Pay
  • Online Payment Link
  • Bank Transfers (only by pre-arranged)
  • Cash (only by pre-arrangement)

4.3 Should any credit card payment not be honoured by the provider, or any cash tendered and found to be counterfeit, this will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs.

4.4 If you are unable to settle your account we ask that you discuss the matter as soon as possible with a member of staff.

4.5. Estimates for treatments can be provided upon request, but these are approximate and subject to change depending on the pet’s condition.

4.6 All estimates are valid for 30 days.

4.7 Any unpaid invoices will be subject to debt recovery procedures, which may include referral to a collection agency and additional fees.

  1. Insurance Claims

5.1. We strongly recommend pet insurance to cover unexpected veterinary costs.

5.2. If you wish to make an insurance claim, you must provide a completed claim form from your insurance provider or information that allows us to access your account on the insurer’s online portal.

5.3. Direct claims (where we claim directly from your insurer) are subject to prior agreement and may require an administration fee. Clients remain responsible for any policy excess or uncovered costs.

5.4 Aart from pre-arranged direct claims, you are expected to settle your account and then reclaim fees from your insurance company.

  1. Prescriptions and Medications

6.1. Prescription medications can only be supplied to pets under our care and following a consultation with a vet.

6.2 Being ‘under the care’ of a veterinary practice means that the veterinary surgeon must know what is going on with the patient in order to make an informed decision about their healthcare needs and have recently examined that pet.

6.3 A patient cannot be considered under the vet’s care if there has been no physical examination, which means that a vet cannot prescribe a prescription-only medicine to a patient if they have only conducted a consultation over the telephone or online

  • The maximum period of time any vet can prescribe a prescription-only medicine without having re-examined the patient is 6 months but it is up to the individual veterinary surgeon in charge of the case to decide how frequent checks must be.
  • Controlled drugs (schedule 3) will only be prescribed for up to 28 days at a time
  • We require two working days’ notice when ordering repeat prescription medications.
  • Written prescriptions are available upon request, but a prescription fee will apply.
  • We can only provide a written prescription for animals under our care, and we will charge a fee to examine all ongoing medical conditions, regardless of whether or not medications are supplied by the practice or elsewhere via written prescription.
  • A prescription may not be appropriate if immediate treatment is necessary and our vets can refuse to issue a prescription if they do not feel it is appropriate to wait for the medication to arrive and the pet’s health and/or welfare might be compromised.
  • The practice is not responsible for any reactions or side effects of medications prescribed, provided they are used as directed.
  • Unused or expired medications cannot be refunded or returned but should be disposed of safely via the practice or a pharmacy.
  • We cannot offer a refund on any medicines which have left the premises and been return, as they are no longer deemed fit for resale by our regulators.
  1. Emergencies and Out-of-Hours Care

7.1. In the event of an emergency during opening hours, please call us immediately, and we will advise accordingly.

7.2. For out-of-hours emergencies, we have partnered with Vidivet, an app based service which gives our clients access to a UK qualified and experienced veterinary surgeon who will be able to give advice.

If a pet needs to be physically seen by a veterinary surgeon out-of-hours,  we have partnered with Springfield Veterinary Hospital in Rotherham for this.  Their phone number is;  01709 377241 and their address is 39 Moorgate Rd, Rotherham S60 2AD

7.3. Out-of-hours services may be subject to additional fees, which will be discussed at the time of treatment.

7.4 It is the client’s responsibility to transfer their pet to the out-of-hours provider, either themselves or using a pet ambulance service.

7.5 In the exceptional circumstance that we undertake to transport your pet (eg. in the case of an unstable animal that requires veterinary attention during the journey), we accept no responsibility or liability for any damage, loss, deterioration or otherwise deleterious effect on said animal during transportation. There will be additional fees for any such transportation undertaken by us

7.6 High dependency day cases may also be referred to Springfield, to ensure they receive the continuous care.  Our team will communicate the likelihood of this to you as soon as is practically possible.

  1. Home Visits

8.1 Home visits are not routinely provided as part of our veterinary services and they are at the discretion of the veterinary surgeon on duty that day

8.2 Where they are provided, this does not guarantee that we will be able to provide this service in the future

8.3 While every attempt will be made to accommodate those who wish for a home visit, it cannot be guaranteed and the timing of said visits will be dictated by the schedule and availability of staff on the day in question.  We are not able to provide arrival times in advance of the day in question

8.4 There are additional charges for home visits

  1. Euthanasia and End-of-Life Care

9.1. Euthanasia is only carried out when it is in the best interest of the pet’s welfare.

9.2. Clients have the option of being present during the procedure, and we offer a range of aftercare options, including cremation services.

9.3. Fees for euthanasia and aftercare must be settled in full at the time of service.

  1. Data Protection and Confidentiality

10.1. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 regarding client and pet data.

10.2. Client records, including contact details and pet medical histories, are confidential and will only be shared with third parties (e.g., referral vets, laboratories, pet insurance providers) with your consent or as required by law.

10.3. Clients may request access to their records in accordance with GDPR guidelines.

  1. Complaints Procedure

11.1. We strive to provide excellent service, but if you are dissatisfied, please contact us as soon as possible.

11.2. Complaints should be submitted in writing to David Hough MRCVS at reception@thevetsatdronfield.com or David Hough MRCVS, The Vets @ Dronfield, Unit 1 Beech Works, Wreakes Lane, Dronfield, Derbyshire, S18 1PN

11.3. We will acknowledge receipt of your complaint within 3 working days and aim to provide a full response within 10 working days.

11.4. If you remain unsatisfied, you may escalate the matter to the Royal College of Veterinary Surgeons (RCVS) (www.rcvs.org.uk).

  1. Pet Ownership and Legal Responsibility

12.1. By bringing an animal to us for treatment, you confirm that you are the legal owner or have the authority to consent to treatment.

12.2. We reserve the right to report suspected cases of animal neglect or cruelty to the relevant authorities.

  1. Standards of conduct expected of our clients

13.1 Just as our clients are entitled to appropriate standards of care, service and value for money from the practice, we expect that our team will also receive appropriate standards of conduct and behaviour whilst serving our clients.

13.2  Our definition of appropriate standards of conduct and behaviour, are that no staff member be expected to suffer abuse, threatening language or aggression, either in person or online. In the unlikely event of such a situation, The Vets @ Dronfield reserve to de-register any client found to have behaved inappropriately.

    14. Ownership of Clinical Records

14.1 Case records, including radiographs, clinical notes, laboratory records and similar documents, are our property and will be retained by us. Part of the fees charged will be for the interpretation of such radiographs or laboratory reports.

14.2 The history and any relevant test results can be passed on to another veterinary surgeon, should the client request they take over the care of their pet but we will require verbal or written permission from the client to do this.

14.3  Should you wish to obtain a copy of the case records for your own use or intest, we will provide these on payment of an appropriate fee.

  1. Liability

15.1. We take all reasonable care in handling animals, but we cannot accept responsibility for loss, injury, or death unless caused by negligence.

15.2 However, we do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury to human beings caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services; and for defective products under the Consumer Protection Act 1987.

15.3 Our liability to you is limited. Subject to the above exceptions, our liability to you for any damages, losses, claims, costs or expenses arising out of our supply of any products or services shall not exceed: (a) if the supply of those goods or services are covered by our public liability or professional indemnity insurance, the limit of that insurance for each claim or series of connected claims; and (b)  if the supply of those goods or services are not covered by our public liability or professional indemnity insurance, the value of the total fees paid or payable by you for the products or services in question.

15.4. Clients are responsible for ensuring their pet is properly restrained (e.g., dogs on leads, cats in carriers) while on practice premises.

15.5 Clients are responsible for letting us know if their pet is reactive or aggressive when being examined, or has bitten or attempted to bite veterinary staff in the past, and must be able to muzzle and restrain them adequately if that is required and at our request.

15.6 We reserve the right to refuse veterinary treatment to a pet where it is not safe for our staff to be able to properly care for them

15.7. The practice is not liable for personal injury or property damage caused by a client’s pet on our premises.

  1. Amendments to Terms & Conditions

16.1. We reserve the right to amend these Terms & Conditions at any time. Any changes will be communicated to registered clients via our website or email.

  1. Governing Law

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

17.2. Any disputes shall be resolved in the jurisdiction of English Law

Acknowledgment

By using our services, you agree to these Terms & Conditions. If you have any questions, please contact us at reception@thevetsatdronfield.com