Terms & Conditions
Thank you for entrusting the care and attention of your Animal to us. Some aspects of the contract might not be relevant to you and we request you ask for further explanation/clarification if required, including if you would like this contract in another format (for example, audio, large print, or braille).

This contract binds you in respect of all goods and services delivered by us to you including veterinary services for your pet. If you purchase goods and/or services from us, you agree to be legally bound by this contract.

This contract contains our general terms. There may be other terms applicable to our pet health care plan and any other services we offer. Where this is the case the specific terms will also apply.

Please be aware that the health and welfare of your Animal is our primary concern and responsibility.

Consent
In accordance with the RCVS Code of Professional Conduct for Veterinary Surgeons, The Hadleigh Vets will ask for signed consent for:

• All procedures involving admission to the clinic.

• The use of medications in species for which they were not licensed.

• The use of medications in conditions for which they were not licensed.

• Permission to euthanase your pet.

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In exceptional circumstances, we may need to provide emergency treatment. We will take reasonable steps to contact you to obtain your prior consent, but you acknowledge and consent that we are authorised to take all such steps as the Veterinary Staff reasonably believe are necessary to promote the welfare of your animal and that you will be responsible for the costs incurred in taking such steps, whether or not your consent has been obtained. We will provide you with full details of the treatment provided as soon as is reasonably practicable.

Registration & Contact Details
It is essential we maintain accurate records of our clients and patients. In order to do this we will periodically ask you to confirm registration and contact details. If your details change, please inform us so we can ensure our database is up to date and that you receive appointment and treatment reminders.

Telephone recording
Please note that all of our calls (both incoming and outgoing) may be recorded for training and monitoring purposes.

Data Protection
The Hadleigh Vets takes your privacy very seriously and takes great care to comply with our obligations under the Data Protection Act and to protect your personal information including any financial details that you provide. The Hadleigh Vets will only use your personal information in order to liaise with you regarding the healthcare of your pets.
We may need to disclose or share your personal information with regulatory authorities for the purpose of fraud prevention and/or to comply with any legal or regulatory requirement. If you have any questions about the way The Hadleigh Vets uses your personal information, please write to us.
From time to time it may be necessary for The Hadleigh Vets to use the details you have provided in order to advise you about products and services important to your animal’s welfare and of potential interest as a pet owner.

Legislation relating to Veterinary Care
The Hadleigh Vets will endeavour to provide veterinary services in accordance with reasonable standards as specified in the RCVS Code of Professional Conduct for Veterinary Surgeons and Veterinary Nurses. Guidelines are available at www.rcvs.org.uk.
Veterinary Surgeons at The Hadleigh Vets can only give advice, diagnose and prescribe therapies for patients that are ‘under their care’. 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 it. A patient cannot be considered to be 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 via the Internet. However, if a patient has been prescribed a prescription-only medicine for a long term medical condition, the client can acquire more medicine without the patient having to be examined every single time. Every repeat prescription request needs to be authorised by a veterinary surgeon before it can be dispensed. The minimum period of time between examinations is not legally defined. This is determined by the prescribing veterinary surgeon but is likely to be 3-12 months (depending on the medication and medical condition).

Supply of medicines
The Hadleigh Vets will offer to supply almost all of the veterinary medicines that have been prescribed for your pet. The Hadleigh Vets will also provide written prescriptions if you wish to obtain prescription-only-medicine from another veterinary surgeon, or pharmacy. The Hadleigh Vets will charge to provide a written prescription. The Hadleigh Vets can only provide a written prescription for animals under our care. The Hadleigh Vets will charge to examine all ongoing medical conditions should the client wish to acquire a written prescription or not.

Return of unused medicine
The Hadleigh Vets will accept unused medications for disposal. Disposal is free of charge if the medication has been supplied by us.

The Hadleigh Vets cannot offer a refund on any medicines which have left the premises as these are legally no longer deemed fit for sale, as The Hadleigh Vets cannot guarantee the conditions under which they were stored.

Charges
A price list showing the cost of our most common services is available on our website. You will receive an itemised receipt for all transactions. All prices quoted, whether on our price list or in an estimate, are inclusive of the current rate of VAT.

Estimates of charges
We can provide a written estimate as to the probable cost of a course of treatment or surgical procedure. Please bear in mind that any estimate given can only be approximate and additional costs which cannot be predicted at the outset may occur as treatment progresses. We will make every effort to discuss any such additional costs whenever possible. All estimates are valid for 30 days.

Expectations about payment
Payment is due at the time of treatment or discharge unless alternative arrangements have been agreed in advance by the Practice Manager or Director. You may settle the account using cash, credit card/debit card or online BACS transfer. Personal cheques are not accepted.

Pet Health Insurance
The Hadleigh Vets supports insuring your pet against the unexpected costs due to illness or accident. Unless otherwise specified, you are expected to settle your account and then reclaim fees from your insurance company. The Hadleigh Vets will complete their portion of the insurance claim promptly assuming we have all the relevant information to do so. The Hadleigh Vets will not charge to complete insurance forms whereby the client has settled their account and is reclaiming fees from the insurance company.
The Hadleigh Vets will facilitate payment directly from some, but not all insurance companies, subject to the following terms:

• This option is not guaranteed and remains subject to approval by the Directors.

• Should The Hadleigh Vets agree to accept payment directly from an insurance provider, clients are expected to provide us with all the relevant documents to enable us to do this within 7 days incurring the charges. Should these documents not be provided within 7 days after request, The Hadleigh Vets reserves the right to withdraw the offer of payment directly from the insurance provider and the client will be invoiced for the outstanding amount.

• The client is expected to pay the balance of their excess when the insurance claim is submitted to the insurance provider.

• Where we are dealing directly with your insurer, please be aware that it remains your responsibility to settle your account within 30 days, if we have not received payment from your insurance company.

Unsettled accounts
Any account not settled within 7 days, you will be sent a reminder. Should the account remain outstanding beyond 30 days, The Hadleigh Vets reserves the right to refer any unsettled accounts to our debt collecting agency, unless otherwise agreed. Should the account remain outstanding beyond 30 days, The Hadleigh Vets reserves the right to de-register the client and their pets. Any further costs incurred in collecting the debt will be added to the balance.
Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered and 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 administrative costs.

Inability to Pay
If you are unable to settle your account, we ask that you discuss the matter as soon as possible with a member of staff. We do not offer payment plans as payment for treatment is expected at the time. Instalments or part payments of any account may only be sanctioned with the permission of a Director.

Vaccination reminders
Unless you have requested that we not contact you, we will endeavour to remind you of when annual vaccinations are due for your pets. Please note that this is a courtesy – there is no obligation on the practice or the staff regarding the consequences of failure to provide such reminders and it remains your responsibility to keep vaccines and other routine treatments up to date.

Complaints

At The Hadleigh Vets, we are dedicated to providing exceptional care for our patients and a warm, supportive experience for their owners. If you ever feel we have not met that standard, we genuinely want to hear from you. Your feedback helps us learn, grow, and continue offering the best possible service.

Your trust means everything to us. If you are unhappy with any aspect of your pet’s care or your experience with our team, please let us know as soon as possible. You can do this by:

• Speaking directly with a member of our client care team

• Asking to speak with the veterinary surgeon or nurse involved

• Contacting our Directors or Practice Manager via email or phone

We encourage you to raise concerns promptly, so we can investigate thoroughly and respond accurately, with your pet’s health and welfare as our primary focus. 

We promise to:

• Treat all complaints seriously, fairly, and with respect

• Handle your concerns confidentially

• Learn from feedback and use it to improve our services

• Maintain a calm, open, and supportive dialogue throughout

We aim to resolve minor concerns within the normal course of business (within 5 working days). However, if the complaint requires action on our behalf, we will follow the below process. 

it is preferable for your concerns, wherever possible, to be given in writing to allow us to investigate efficiently and fairly.

To understand your concerns clearly, please include:

• Your name and contact details

• Your pet’s name

• The date(s) of the event

• A brief description of what happened and why you are unhappy

• What outcome you feel would resolve the issue

Once we receive your complaint, the following process will be conducted:

1. Acknowledgement - we will acknowledge your complaint within five working days.

2. Investigation - your concern will be reviewed by the Directors and Practice Manager and, where relevant, the clinical team involved. This may include reviewing medical records, speaking with staff, and examining any relevant procedures.

3. Response - we aim to provide a full written response within fourteen working days. If the investigation requires more time, we will keep you updated.

4. Outcome - we will explain our findings, any actions taken, and any changes we will implement to improve our service

 

If you feel your concern has not been resolved, you also have the option to contact the Royal College of Veterinary Surgeons (RCVS), who regulate the veterinary profession. They can advise on concerns relating to professional conduct.

 

The Hadleigh Vets will log any complaints made and has a process for reviewing this log at regular intervals, as well as sharing this with the RCVS if requested. This allows us to make any and all related improvements to our service and processes where it is reasonable to do so. The Hadleigh Vets will, of course, participate in mediation in good faith where the pet owner wishes to do so and in-house complaint processes have been exhausted.

Conduct expected of our clients
Just as clients are entitled to expect appropriate standards of care, service and value for money from us, the directors and staff are entitled to expect appropriate standards of conduct and behaviour whilst serving our patients and our clients.
The Hadleigh Vets definition of ‘appropriate’ standards of conduct and behaviour is as follows; clients are not entitled to speak to us or treat us in a manner that would be considered inappropriate should we do the same to them. This includes

• Swearing

• Aggressive, abusive or intimidating behaviour towards members of staff.

• Defamation on social media without drawing our attention to concern.

Should such instances occur, The Hadleigh Vets reserves the right to de-register the client and their pets.

Home Visits
Home visits are available if booked in advance and incur additional charges. In an emergency it is usually in the best interests of your pet to be seen at a surgery where facilities and a full range of medications are available. It is not normally possible to carry out home visits outside normal working hours.