Terms and Conditions

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Our Veterina's Terms and Conditions of Business

1. Introduction

Welcome to Our Veterina. These Terms and Conditions govern the provision of veterinary services by Veterina Limited (trading as "Our Veterina", "we", "us") to you, the client. By registering your pet or using our services, you agree to these terms.

2. Appointments and Cancellations

2.1. Scheduling: Consultations can be scheduled by phone, online, or in-person. Emergency cases will always be prioritized, which may occasionally cause appointment delays.

2.2. Cancellation Policy: To ensure we provide timely care to all patients, we operate a fair cancellation policy. When an appointment is missed or cancelled at short notice, it prevents another pet in need from being seen.

• 2.2.1. Notice Periods:
  Standard Consultations: Please give us at least 24 hours' notice to cancel or reschedule.
• Surgical & Long Appointments: We require at least 48 hours' notice for procedures (e.g., surgery, sedation, or imaging).
• 2.2.2. Cancellation & "No-Show" Fees: If an appointment is missed or cancelled without the required notice, a fee will be applied to your account to cover lost clinical time:
• Standard Consultations: £59.00
• Follow-ups / Re-examinations: £45.00
• Surgical Procedures: £100.00
• 2.2.3. Late Arrivals: If you arrive more than 10 minutes late, we may be unable to see your pet. This ensures we do not delay care for other clients and pets who have arrived on time.
• 2.2.4. Emergencies & Discretion: We understand that genuine emergencies occur. If you cannot attend due to a personal crisis or if your pet’s condition has suddenly deteriorated, please contact us as soon as possible. In these cases, the Practice Manager may exercise discretion to waive the fee.
• 2.2.5. Account Balances: Any outstanding cancellation or no-show fees must be settled in full before any further routine appointments or medication requests can be processed.

3. Fees and Payment

3.1. Consultation Fees: Fees for consultations, treatments, and procedures will be provided at the time of booking or upon request. All fees, diets, and medications are subject to VAT at the current rate.

3.2. Payment Terms: Payment is due at the time services are rendered or upon collection of your pet or medication. We accept cash, major credit/debit cards, and bank transfers. For diagnostic and surgical procedures, we may require advance payment of a deposit against the estimated cost.

3.3. Treatment Estimates: Estimates for procedures and treatments are provided upon request. These represent an approximation and are subject to change based on actual clinical findings or complications encountered during treatment.

3.4. Pet Insurance: You remain personally liable for all fees incurred. Our Veterina reserves the right to assess insurance claims directly or indirectly on a case-by-case basis, and we reserve the right to decline direct claiming regardless of previous arrangements. If an insurer declines a claim, the outstanding balance remains your responsibility.

4. Treatment and Surgery

4.1. Informed Consent: Written consent is required prior to any surgical or anaesthetic procedure. We will provide information regarding the procedure, material risks, and required aftercare.

4.2. Pre-Surgical Instructions: Clients must follow all pre-surgical instructions, including fasting protocols and medication adjustments.

4.3. Post-Surgical Care: Detailed post-surgical care instructions will be provided upon discharge. It is the client's responsibility to adhere to these instructions and attend recommended follow-up appointments.

5. Emergencies

5.1. Emergency Care: Routine emergencies during clinic opening hours will be triaged on-site. Outside of our regular opening hours, emergency and critical care services are provided by our partner:

Vets Now Eastbourne
6 St. Anne's Road, Eastbourne, East Sussex, BN21 2DJ
01323 886 742
Emergency fees apply and billing is handled directly and separately by Vets Now.
5.2. Referrals: When specialized care or equipment is required, we may refer your pet to an appropriate specialist or secondary emergency referral hospital.

6. Medications

6.1. Prescriptions: Medications prescribed by our veterinary surgeons are for the specified patient only. You have the right to request a written prescription to obtain Prescription Only Medicines (POM-V) from another veterinary practice or registered pharmacy. A standard prescription fee applies.

6.2. Repeat Prescriptions: Requests for repeat prescription refills require a minimum of 24 hours' notice and are subject to clinical approval and regular clinical check-ups in accordance with RCVS regulations.

6.3. Medication Returns: By law, we cannot accept returned medications for a refund once they have left the premises, though we are happy to safely dispose of them for you.

7. Privacy and Confidentiality

7.1. Data Protection: We comply with applicable data protection legislation (UK GDPR and the Data Protection Act 2018). Your personal details and your pet’s records are held securely and confidentially.

7.2. Ownership of Records: Clinical records, diagnostic images (including radiographs and scans), and laboratory reports remain the property of Our Veterina. Upon request, copies of clinical histories will be forwarded directly to another veterinary surgeon when necessary for ongoing treatment or second opinions.

8. Liability

8.1. Standard of Care: We provide veterinary services with reasonable care and skill conforming to professional RCVS standards. Nothing in these terms excludes or restricts our liability for death or personal injury caused by our negligence.

8.2. Extent of Liability: Our liability for any direct loss arising from our services is limited to the maximum limit of our professional indemnity insurance. We are not liable for any indirect or consequential economic losses.

9. Complaints Procedure

9.1. Submission: If you have concerns, we encourage you to discuss them with the attending clinician at the time. Formal complaints must be submitted in writing (via email or letter) to the Practice Manager or Clinical Director to allow for a thorough review.

9.2. Procedure & Timelines:

• Acknowledgement: We aim to acknowledge written complaints within 2 working days.
• Investigation: A full internal review of clinical notes, diagnostics, and staff statements will be conducted.
• Resolution: We aim to provide a formal written response within 14 working days. If clinical complexity requires additional time, we will notify you of the updated timeline. 9.3. Escalation: If our internal complaints process does not reach a satisfactory resolution, you may contact:
• Veterinary Client Mediation Service (VCMS): For disputes regarding service or fees: vetmediation.co.uk
• Royal College of Veterinary Surgeons (RCVS): For formal concerns regarding professional conduct: animalowners.rcvs.org.uk

10. Zero Tolerance Policy & Termination of Services

10.1. Zero Tolerance for Abuse:

Under the Health and Safety at Work etc. Act 1974, we have a legal and moral duty to protect our staff, clinicians, and other clients from abuse, harassment, and violence. We operate a strict zero-tolerance policy regarding:

• Physical violence, threatening behaviour, or posturing towards staff or other visitors.
• Shouting, swearing, excessive aggression, or discriminatory/derogatory remarks (in person, over the phone, or in writing).
• Defamatory, harassing, or malicious campaigns directed against our business or named team members, including online harassment or targeted abuse on social media.

10.2. Immediate Action:

Any person displaying abusive or aggressive behavior will be required to leave the practice immediately. We reserve the right to contact the police and pursue legal action where criminal conduct or threats of violence occur.

10.3. Right of Termination (Deregistration):

We reserve the right to withdraw services and formally terminate our contract with you under the following circumstances:

• A breach of our Zero Tolerance Policy.
• A fundamental breakdown in mutual trust, confidence, or communication between you and the clinical team.
• Failure to comply with clinical advice where it compromises the welfare of your pet or the safety of clinical staff.
• Persistent failure to settle accounts, repeated cancellations, or non-attendance.

10.4. Termination Notice & Animal Welfare:

• Standard Termination: Where services are terminated, we will notify you in writing. In accordance with RCVS guidance, we will typically provide up to 14 days' notice, during which time we will only provide emergency stabilizing care and pain relief to allow you adequate time to register with an alternative veterinary practice.
• Immediate Termination: Where a client’s behaviour poses a direct or severe threat to the physical safety or well-being of our team, termination will take effect immediately, and we will direct you to an alternative or emergency service provider.
• Transfer of Records: Upon written confirmation of your new veterinary practice, we will promptly transfer your pet's complete medical history to ensure continuity of care.

11. Changes to Terms and Conditions

Our Veterina reserves the right to modify these terms and conditions. Notice of significant changes will be posted on our website. Continued use of our services constitutes acceptance of the current terms.

12. Governing Law and Jurisdiction

These terms and conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. Both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.

Practice Contact Details

• Practice Name: Our Veterina (Veterina Limited)
• Address: 103–105 London Road, St Leonards-on-Sea, East Sussex, TN37 6AT
• Telephone: 01424 320 030
• Email: info@ourveterina.co.uk
• Website: www.ourveterina.co.uk

Last updated: 23 September 2026