Terms & Conditions

The Pet Practice Ltd

We aim to provide the highest standards of veterinary care for your pet. These are the terms and conditions on which we supply veterinary services and related products to you.

If you require clarification on any aspect of these terms, please contact us at bournemouth@petpractice.co.uk

By registering your pet(s) with The Pet Practice Ltd, you confirm that you have read, understood, and agree to these Terms and Conditions.

1. Supply of Veterinary Services

All veterinary services will be provided by appropriately qualified veterinary surgeons, veterinary nurses, or trained team members, having regard to the nature of the service being provided.
Wherever practicable, and in most cases, a proposed treatment plan will be discussed and agreed with you following an initial consultation and before further treatment is undertaken. The treatment plan will normally include an estimate of the anticipated costs.
In emergency situations, we reserve the right to provide such treatment as is reasonably necessary without prior consultation where this is in the best interests of your pet. Decisions will be made at the professional discretion of the veterinary surgeon responsible at the time.
Any estimate provided represents an approximate cost only. Where it becomes apparent that costs are likely to exceed the estimate, we will make reasonable efforts to contact you to discuss this before proceeding, except in emergencies or where delay would compromise your pet’s welfare.
All veterinary services are supplied in accordance with the professional standards required by the Royal College of Veterinary Surgeons (RCVS).
Services are provided during our normal opening hours, which are published on our website and may be amended from time to time.
We reserve the right, at our sole discretion, to decline to provide services. You are entitled to seek a second opinion at your own expense and subject to settlement of any outstanding fees owed to us.

2. Fees and Payment

Fees for veterinary services and products are charged in accordance with our current price list, which is available upon request. Fees may be amended at any time without prior notice.
Payment is due in full at the time services or products are provided unless otherwise agreed in advance in writing.
Where an invoice is issued, payment must be made immediately upon receipt unless an alternative arrangement has been agreed.
We may, at our discretion, agree to submit a direct insurance claim on your behalf. This means you are responsible only for the policy excess and any costs not covered by your insurer. However, you remain fully liable for all fees incurred. If your insurer declines or fails to pay any part of the claim for any reason, you must pay the outstanding balance promptly upon request.
Delayed settlement pending insurance reimbursement may be agreed at our discretion but must be confirmed in writing. You remain responsible for the full amount regardless of the outcome of your insurance claim.
Non-payment of fees within agreed timescales may result in referral to a debt collection agency and additional administrative or recovery costs being added to your account where permitted by law.
We reserve the right to suspend the provision of non-emergency services where accounts remain unpaid.
Prices are quoted exclusive of VAT or other applicable taxes, which will be added where appropriate.
If you experience financial difficulty, please discuss this with us as early as possible. We will always fulfil our professional and legal obligations to relieve suffering, including emergency treatment where necessary, irrespective of immediate ability to pay.

3. Supply of Products

In the event of a defect or failure in any product supplied by us, our liability will be limited to replacement of the product or refund of the purchase price paid.
All products supplied must be used strictly in accordance with the manufacturer’s instructions and/or the directions provided by our veterinary team.
Products supplied by us will be of satisfactory quality and fit for their intended purpose as advised by the prescribing veterinary professional. Except where required by law, all other warranties or representations are excluded.

4. Liability

We maintain professional indemnity, public liability, and product liability insurance appropriate to the services we provide.
Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any matter which cannot legally be limited or excluded under applicable law.

5. Pet Insurance

We strongly recommend that pet owners maintain appropriate pet insurance cover.
Any insurance policy is a contract between you and your insurer. You are responsible for understanding your policy terms and for payment of all veterinary fees incurred.

6. Complaints Procedure

We are committed to providing a high standard of care. If you are dissatisfied with any aspect of our services or products, please contact us in writing, addressed to:
Operations Manager
Email: bournemouth@petpractice.co.uk
Any insurance policy is a contract between you and your insurer. You are responsible for understanding your policy terms and for payment of all veterinary fees incurred.
Where necessary, we may share relevant information with our insurers, professional advisers, or regulatory bodies in order to properly investigate and respond to a complaint.

7. Data Protection

We process personal data in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.
We use your personal information to:
- Provide veterinary services and products
- Process payments and insurance claims
- Communicate with you regarding your pet’s care
- Provide information about our services (you may opt out at any time)
Further details are available in our Privacy Policy.

8. Repeat Prescriptions

Repeat prescriptions will only be provided where:
- Your pet is registered with our practice
- Your pet has been examined by a veterinary surgeon within an appropriate clinical timeframe (typically 3–6 months depending on medication)
- The prescribing veterinary surgeon authorises the medication

9. Written Prescriptions

Written prescriptions are available upon request.
You may obtain Prescription Only Veterinary Medicines (POM-V) from us or request a written prescription to obtain them elsewhere.
Veterinary surgeons may only prescribe medicines for animals under their care.
A prescription may not be appropriate if immediate treatment is required or your pet is hospitalised.
The cost of medicines and prescription fees is available upon request.
Our general policy is to re-examine pets receiving repeat prescriptions every 3–6 months, depending on clinical need.

10. Clinical Records, Imaging and Ownership

Clinical records, radiographs, ultrasound images, laboratory results, and similar materials remain the property of The Pet Practice Ltd. Copies may be provided to another veterinary practice upon written request and settlement of any outstanding fees.

11. Amendments to Terms

We reserve the right to amend these Terms and Conditions at any time. The most current version will be available upon request and on our website.

12. Appointments, Cancellations and Deposits

We kindly request that clients provide as much notice as possible if they are unable to attend a scheduled appointment. This allows us to offer the appointment to another patient in need of care.
If an appointment is missed or cancelled at short notice, we reserve the right to record this on your client account.
In the event of repeated missed appointments or repeated cancellations at short notice, The Pet Practice Ltd reserves the right, at its discretion:
- to apply a missed appointment administrative fee equivalent to the standard consultation fee; and/or
- to require pre-payment or a consultation deposit before accepting future bookings.
A deposit of £50 may be required for any pre-booked procedures or admissions, including but not limited to surgical procedures. This deposit will normally used towards the final invoice relating to the procedure.
We reserve the right to request a deposit of 100% of the estimated treatment cost at the time of admission. This is to enable treatment to proceed without delay and to ensure clarity regarding financial responsibility.
Deposits may be non-refundable where appointments or procedures are cancelled without reasonable notice or where costs have already been incurred by the practice in preparation for treatment. Any refund will be at the discretion of the practice.
Nothing in this section affects our professional obligations to provide emergency treatment necessary to relieve suffering in accordance with our regulatory responsibilities.