Terms & Conditions of Business

Thank you for entrusting the health care and welfare of your pet to PetCare Veterinary Clinic. Our terms and conditions are set out below. By accepting these conditions you confirm that you are over 18 years of age. Some aspects of the terms may not be relevant to you and we request that you ask for further explanation/clarification if required.

Supply of Veterinary Services and Products

We will endeavour to provide veterinary services in accordance with reasonable standards denoted by the Royal College of Veterinary Surgeons guidelines for practice standards (www.rcvs.org.uk) and the professional conduct of veterinary surgeons and veterinary nurses.

We will endeavour to provide veterinary products in accordance with Veterinary Medicines Regulations and Veterinary Medicines Directorate. (www.gov.uk/government/organisations/veterinary-medicines-directorate).

Please note that we cannot accept the return of any prescription medication as such items cannot be resold. If you wish us to safely dispose of any unwanted medication we can do so.



All fees, diets ad medication charges are subject to VAT at the current rate. (VAT number:  Vat Registration:  202095942).

Fee levels are determined by the time and skill level required on each case and according to the medications, materials, consumables and diets used. Fee levels will also have a contribution towards general overhead costs. Any fee is available on request. All fees are payable in full at the time of treatment or on the discharge of your pet from hospital. A detailed itemised breakdown of every consultation is available on request. You are liable for any fees incurred in the diagnosis and treatment of your pet, even if your pet is brought to us on your behalf by a friend, relative, or agent.


Methods of Payment

Accounts are due for settlement after each consultation, upon discharge of your pet, or following purchase of food, or medicines. You may settle your account using: Cash or Credit/Debit Card – Switch, Solo, MasterCard/Visa and Delta or Business cheque made payable to “Medivet LTD”.


Estimates of Treatment Costs

We will endeavour to provide you with an estimate for treatment prior to your pet being admitted for surgery or investigations. Please bear in mind that any estimate given can only be approximate-often a pet’s illness will not follow a conventional course. If prior authorisation of payment of veterinary fees is required prior to treatment – please let us know. We will make every effort to contact you, and notify you of any increase from the estimated cost of treatment, however if we are unable to contact you we will treat your pet as necessary to prevent pain and suffering.


Settlement Terms

Payment is expected at the time of treatment or on collection of pets. On the rare occasions that an account has not been settled, a reminder account will be sent within 7 days and may incur an administration fee. Should the account remain unsettled, following a reminder account being sent, additional late payment fees will be added to the account. These however, maybe deducted if payment is made promptly. After notifying you, any account remaining unpaid will be referred to our debt collection agency and you will incur further charges of 35% to cover these costs. Court fees and solicitors fees incurred will be charged to you the client. Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administration costs together with interest on the principle sum.

We shall be entitled to suspend the provision of any further goods and/or services until you have paid any outstanding sum in full. Where we consider it appropriate to do so we may require payment on account before goods and/or services are provided.

You will be notified of any increase to your account, whilst your pet is an inpatient, in order for you to ensure funds are available for settlement of the account at the time of discharge, or upon completion of treatment. Any difficulty in settling an account must be discussed with the veterinary surgeon in charge of your pet’s care or our Practice Manager, as soon as possible, preferably prior to, in the case of any planned surgical procedure.

Please note that if the vet asks to see your pet again for a check-up, this will incur a consultation fee. We hope you understand that this is to pay for the veterinary surgeons professional time to re-examine your pet and discuss your pet’s progress since they were last seen, and to discuss treatment plan options.


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 the practice manager or the senior veterinary surgeon.  Please note that instalments or part-payments of any account may only be sanctioned with the express permission of the Practice Manager.


Responsible Pet Ownership and Pet Health Insurance

PetCare encourages responsible pet ownership and the benefits of preventative health care including regular and appropriate vaccinations, monthly worming and regular flea control. We also advise that in addition to a pet tag identification, which is required by law, we also recommend all pets should be identifiable by a microchip. PetCare strongly supports the principle of insuring your pet against unexpected illnesses or accidents, and also third party. Many companies can tailor a policy to suit your pet’s needs.  Please be aware that it is your responsibility to settle outstanding fees incurred at the time of your pets treatment, then arrange to reclaim the fees from the insurance company.  Once outstanding fees are settled, the veterinary surgeon will complete the appropriate section of the claim form for a minimum administration charge, which is required prior to completion. Direct claims may only be considered in extreme cases and are only authorised by the practice manager or the senior veterinary surgeon. These may only be authorised in advance and are evaluated on a case basis, and once authorisation has been received from the insurance company insuring the pet. Charges for processing direct claims do apply and are available on request.


Standards and Complaints

PetCare is committed to providing an exceptional standard of service and care and we are accredited by the RCVS.   We realise, however, that things can go wrong and there may be occasions when you feel your expectations were not met. We hope that before you complain you will give us the chance to put things right. Most things can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to make a formal complaint, we would like you to let us know in writing within 6 months. Please address it to our Practice Manager, who will send you an acknowledgement letter within 10 working days, which will detail the name of the person handling your complaint and the estimated timeline for any investigation and response.


Ownership of Records

Case records including radiographs and laboratory investigations remain the property of, and will be retained by PetCare Veterinary Clinic. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case once your authorisation to do so has been received.

Out Of Hours Service / 24hr Emergency Cover

For your peace of mind, local out of hours emergency cover 24/7, 365 days is provided by Vets Now (at the Grove Lodge Veterinary Hospital) where a veterinary surgeon is always available to provide emergency treatments and offer urgent advice when the surgery is closed.

Surgery Opening Times

Weekdays – 8.30am – 6.30pm

Saturdays* – 9.00am – 12.30pm *(open Every Other Saturday for Appointments and Collections til 12noon)

Consultation Times

Weekdays – 8.50am – 11.50am

2.00pm – 3.30pm

4.00pm – 6.20pm

Saturdays – 9.00am – 11.30am

During normal opening hours any emergency can be brought straight to the surgery for immediate treatment.

Outside surgery opening times, please contact Vets Now (at the Grove Lodge Veterinary Hospital, Worthing) on 01903 954320.


Prescriptions are available from this practice. You may obtain Prescription Only Medicines, category V, (POM V’s) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. Your veterinary surgeon may prescribe POM V’s only for animals under his or her care. A prescription may not be appropriate if your pet is an inpatient or immediate treatment is necessary. You will be informed, on request, of the price of the medication that may be prescribed to your pet. The general policy of this practice is to re-assess every 6 months any animal that requires repeat prescriptions, but this frequency may increase, depending on individual circumstances. The standard charge for a repeat prescription consultation is available on request. We reserve the right to charge for prescriptions from 1st October 2008.

Please be aware that under the veterinary medicines regulations it is an offense to alter a veterinary prescription without authorisation – schedule 3, Part 1, paragraph 5(3) states: “No person may alter a written prescription unless authorised to do so by the person who signed it”.

Unauthorised changes to prescriptions may be reported to the Veterinary Medicines Directorate and the Royal College of Veterinary Surgeons.

Looking after our staff, clients and pets

We take the health, wellbeing and safety of our staff, our clients and pets in our care very seriously. We therefore take a zero-tolerance approach against intrusive, offensive, violent or aggressive behaviour.

We have the right to refuse services, to ask you to leave our premises and/or to terminate our contract with you if you or any person accompanying or connected with you engage in any such behaviour, whether in our practice or when speaking to our staff via telephone, email or through our website. We understand that not all animals will respond to treatment as hoped and that this can be very distressing, and we will take this into account when dealing with such behaviour.


PetCare Veterinary Clinic will contact you by letter, text, email or phone to advise you of the progress of inpatients, reminders for any preventative health aspects due for your pet, outstanding accounts or current practice promotions which we feel may be of interest to you. If you have a preference as to how we contact you, please let us know. We will make every effort to contact you with regard to the vaccination and preventative healthcare needs of your pet , but cannot accept responsibility for lapsed vaccinations or preventative treatments.