Terms & Conditions

Effective date: 23/10/2026
Practice: Petwell House Vets
Branches: Hayes and Feltham, Middlesex

1. Registration and acceptance of terms

1.1. By registering yourself and your pet with Petwell House Vets (“the Practice”), you agree to these Terms and Conditions, which govern the provision of veterinary services to you and your registered animals.

1.2. Registration does not guarantee that every service or procedure will be available at the Practice. The Practice reserves the right to determine whether it can provide a particular service, taking into account clinical requirements, available facilities, staffing and professional competence.

1.3. The Practice may amend these Terms and Conditions from time to time. Any changes will be communicated to clients and will apply prospectively, subject to applicable law.

1.4. The client registering the animal must be at least 18 years old and legally entitled to authorise veterinary treatment and enter into a payment agreement. Where a person acts on behalf of an animal’s owner, they must have the necessary authority.

2. Client responsibilities

2.1. Clients are responsible for providing complete, accurate and up-to-date information about themselves and their pets, including:

• Their full name, residential address, telephone number and email address.
• Proof of address such as a driving licence, utility bills, tenancy agreement etc
• The animal’s name, species, breed, age, sex and microchip number, where applicable.
• Relevant medical history, previous diagnoses, allergies, medications and ongoing treatments.
• Vaccination history and any known behavioural or handling difficulties.
• Details of any previous veterinary treatment relevant to the animal’s care.

2.2. Clients must notify the Practice promptly of any changes to their contact details, their pet’s medical condition or any other information that may affect treatment.

2.3. The Practice shall not be responsible for adverse consequences arising directly from materially inaccurate, incomplete or withheld information supplied by the client, except where the Practice is responsible for the consequences through its own breach of duty or negligence.

2.4. Clients must ensure that their pets are appropriately restrained, transported and supervised when attending the Practice. Dogs must be kept on a lead and cats and other small animals must be transported in secure carriers, unless otherwise directed by the Practice.

2.5. Clients must inform staff of any known aggression, biting, scratching, escape behaviour or other risks associated with their pets before handling or examination.

2.6. Clients are expected to treat all Practice employees, veterinary surgeons and other clients with courtesy and respect. Abusive, threatening, discriminatory or violent behaviour will not be tolerated. This may result in the client being removed from the Practice.

3. Veterinary services and professional responsibilities

3.1. The Practice will provide veterinary services with reasonable care and skill, in accordance with applicable law, professional standards and the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct.

3.2. All clinical decisions shall be made by appropriately qualified veterinary professionals, exercising their independent professional judgement and prioritising animal welfare.

3.3. The Practice may recommend diagnostic investigations, medication, surgery, hospitalisation, referral or other treatment based on its clinical assessment of the animal.

3.4. The Practice does not guarantee a particular diagnosis, treatment outcome, recovery period or cure. Veterinary medicine involves inherent clinical uncertainties, and individual animals may respond differently to the same treatment.

3.5. Where appropriate, clients will be informed of the reasonable treatment options, material risks, anticipated benefits, likely outcomes and associated costs before a decision is made.

3.6. The Practice may recommend referral to another veterinary provider if a condition requires specialist expertise, equipment or facilities that are not available at the Practice. The client remains free to seek a second opinion or transfer their pet to another veterinary provider.

4. Consent to examination and treatment

4.1. The client authorises the Practice to carry out examinations and treatment that have been specifically discussed and agreed with the client.

4.2. Separate informed consent may be required for surgery, anaesthesia, euthanasia, hospitalisation, diagnostic procedures and other treatments carrying material risks.

4.3. The client will be given an opportunity to ask questions and consider the proposed treatment and its estimated costs before providing consent, wherever practicable.

4.4. The client must provide accurate contact details and remain reasonably contactable while their animal is receiving treatment, particularly where further decisions or additional consent may be required.

4.5. If unexpected findings or complications arise, the Practice will make reasonable efforts to contact the client and obtain further consent before undertaking additional non-urgent treatment.

4.6. Where an animal requires urgent intervention and the client cannot be contacted, the veterinary surgeon may take such action as is lawfully permitted and professionally justified to protect the animal’s welfare. The circumstances and decisions will be documented in the clinical record.

4.7. The client may withdraw consent or decline recommended treatment. The Practice will explain the reasonably foreseeable consequences of doing so and record the decision where appropriate. Nothing in these terms requires the Practice to undertake treatment that it considers clinically inappropriate or outside its professional competence.

5. Estimates, fees and additional charges

5.1. The Practice will make its applicable fees available to clients and provide a reasonable estimate of anticipated costs where appropriate.

5.2. Estimates are based on the information available at the time and are not guaranteed fixed prices unless expressly stated in writing as a fixed quotation.

5.3. Additional costs may arise due to unexpected complications, changes in the animal’s condition, further investigations, additional medication, prolonged hospitalisation or other clinically necessary interventions.

5.4. Where the anticipated costs are likely to exceed the agreed estimate or financial limit, the Practice will make reasonable efforts to contact the client and obtain further consent before proceeding, except where urgent intervention is justified by animal welfare and applicable law.

5.5. The client is responsible for all fees relating to veterinary consultations, examinations, procedures, surgery, medicines, laboratory investigations, hospitalisation, nursing care and any other services or goods requested or authorised.

5.6. All applicable charges, including VAT where applicable, will be included in the invoice or otherwise clearly identified.

6. Payment terms – seven-day settlement

6.1. All invoices must be paid in full within seven calendar days of the date the relevant veterinary service is provided, unless a different payment arrangement has been expressly agreed in writing by the Practice.

6.2. The seven-day payment period applies to consultations, procedures, surgery, medication, diagnostic tests, hospitalisation and other services provided by the Practice.

6.3. Payment is the responsibility of the registered client, irrespective of whether the animal is insured or whether the client intends to claim reimbursement from an insurance company.

6.4. Clients must not delay payment while awaiting an insurance claim, reimbursement, a third-party contribution or an employer’s or another person’s payment.

6.5. Where an insurance company has expressly agreed to settle an invoice directly with the Practice, the client remains responsible for any excess, exclusions, shortfalls or amounts not paid by the insurer, subject to any separate written agreement.

6.6. The Practice accepts payment using the payment methods it makes available at the time of settlement. The client must ensure that the payment details supplied are valid and that sufficient funds are available.

6.7. Any payment arrangement extending beyond the seven-day period must be agreed in writing by an authorised representative of the Practice. The Practice is not obliged to offer credit, instalments or payment plans.

6.8. A payment arrangement does not waive the Practice’s right to recover any outstanding balance in accordance with these terms and applicable law.

7. Late payments and recovery of outstanding balances

7.1. An invoice that remains unpaid after the seven-day payment period will be considered overdue.

7.2. The Practice may issue payment reminders by email, telephone, text message or post, using the contact information provided by the client.

7.3. If payment remains outstanding, the Practice may refer the account to an appropriate debt recovery agency or pursue recovery through the courts, subject to applicable law.

7.4. The client may be held responsible for reasonable and legally recoverable costs incurred in recovering overdue payments, where permitted by law. No unlawful, disproportionate or unfair administrative fees or penalties will be imposed.

7.5. Where an invoice is disputed, the client should notify the Practice promptly, explaining the grounds of the dispute. The Practice will investigate genuine disputes and respond appropriately. Any undisputed balance remains payable within the agreed payment period.

7.6. The Practice reserves the right to review or withdraw the provision of non-urgent services for clients with persistently overdue accounts, following reasonable notice and subject to animal welfare, professional obligations and applicable law.

7.7. Nothing in these terms authorises the Practice to withhold emergency first aid or pain relief where doing so would conflict with its professional obligations.

8. Insurance and third-party payments

8.1. Clients are responsible for understanding the terms, exclusions, excesses, limits and conditions of their pet insurance policies.

8.2. The Practice does not guarantee that an insurer will approve or reimburse any treatment or expense.

8.3. Where the Practice agrees to submit an insurance claim on behalf of a client, at a fee, the client remains responsible for providing accurate information, completing any required documentation and paying any amount not covered by the insurer.

8.4. The Practice reserves the right to decline a direct insurance claim arrangement and require the client to settle the invoice directly within the agreed payment period.

9. Appointments, cancellations and missed appointments

9.1. Clients are requested to arrive on time for scheduled appointments and notify the Practice as early as possible if they are unable to attend.

9.2. Where an appointment is cancelled or rearranged, reasonable notice should be given so that the appointment can be offered to another client.

9.3. The Practice may introduce reasonable cancellation or missed-appointment charges, provided the applicable charges and conditions have been communicated to the client in advance and are lawful and proportionate.

9.4. Repeated missed appointments or late cancellations may result in the Practice requiring advance payment or a deposit for future appointments, where lawful.

9.5. The Practice reserves the right to reschedule appointments where necessary due to emergencies, staffing shortages, equipment failure or other unforeseen circumstances. Clients will be notified as soon as reasonably practicable.

10. Medicines and prescriptions

10.1. Medicines will be prescribed, supplied and administered in accordance with applicable veterinary medicines legislation and professional requirements.

10.2. The Practice may require a clinical examination or other appropriate assessment before prescribing or supplying certain medicines.

10.3. Clients are responsible for administering prescribed medication as directed and following any relevant storage, safety and disposal instructions.

10.4. Clients must not alter prescribed dosages or discontinue prescribed medication without seeking appropriate veterinary advice, unless instructed otherwise.

10.5. Prescription fees, medication charges and any applicable re-examination fees will be communicated to clients in accordance with the Practice’s current fee arrangements.

11. Hospitalisation and inpatient care

11.1. Where an animal is admitted for hospitalisation, the Practice will explain the anticipated care arrangements, likely costs and any relevant risks.

11.2. Clients must provide accurate emergency contact details and remain reasonably available to discuss their animal’s condition and treatment.

11.3. The Practice will take reasonable care of animals in its custody and provide care appropriate to their clinical needs and the facilities available.

11.4. The Practice will make reasonable efforts to inform clients of significant changes in an inpatient’s condition and discuss any additional treatment or costs.

11.5. Animals must be collected at the agreed discharge time, unless alternative arrangements have been made with the Practice.

11.6. Any additional boarding, nursing or hospitalisation charges arising from a delay in collection will be communicated to the client and must be reasonable and lawful.

12. Emergency and out-of-hours services

12.1. The Practice’s normal opening hours and out-of-hours emergency arrangements will be communicated to clients separately.

12.2. Where emergency services are provided by an external veterinary provider, the client will be informed of the provider’s contact details, location and applicable charges.

12.3. Clients are responsible for contacting the designated emergency provider when urgent care is required outside the Practice’s normal opening hours, unless otherwise instructed.

12.4. The Practice will explain any known limitations in its emergency service arrangements and provide appropriate information to help clients access emergency care.

13. Clinical records, communication and confidentiality

13.1. The Practice will maintain appropriate clinical and client records in accordance with applicable legal and professional requirements.

13.2. Clinical records remain under the Practice’s custody and will be retained in accordance with its record-retention policies and legal obligations.

13.3. Clients may request access to their personal information and copies of relevant clinical records, subject to applicable law and reasonable administrative arrangements.

13.4. The Practice may share relevant information with laboratories, referral centres, emergency providers, insurers, professional advisers and debt recovery agencies where necessary and lawful.

13.5. The Practice will process clients’ personal information in accordance with UK data protection legislation and its Privacy Notice, which is available separately.

13.6. The Practice may communicate with clients by telephone, email, text message or other agreed methods regarding appointments, treatment, invoices, reminders and matters relating to their pets.

14. Complaints and concerns

14.1. The Practice aims to provide professional veterinary care and a high standard of customer service.

14.2. Clients who are dissatisfied with any aspect of the Practice’s services are encouraged to raise their concerns promptly with the Practice Manager or another designated member of management.

14.3. The Practice will investigate complaints fairly and respond in accordance with its complaint’s procedure.

14.4. Making a complaint does not remove the client’s obligation to pay undisputed invoices in accordance with the agreed payment terms.

14.5. Clients retain their statutory rights to seek independent advice or pursue any complaint or claim through the appropriate channels.

15. Limitation of liability

15.1. The Practice will exercise reasonable care and skill in providing veterinary services and will comply with its applicable legal and professional obligations.

15.2. The Practice shall not be liable for an adverse outcome solely because a treatment has failed to achieve the desired result, provided that the Practice has met its applicable legal and professional duties.

15.3. To the extent permitted by law, the Practice shall not be responsible for losses arising from inaccurate or incomplete information supplied by the client, the client’s failure to follow reasonable veterinary instructions, or the client’s failure to obtain recommended follow-up care, where such matters have caused or materially contributed to the loss.

15.4. The Practice shall not be liable for events outside its reasonable control, provided that this clause does not exclude liability where the Practice is legally responsible for the relevant loss.

15.5. Nothing in these Terms and Conditions excludes or restricts liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory duty or any other liability that cannot lawfully be excluded or restricted.

15.6. Nothing in these terms limits or removes any rights the client has under applicable consumer protection legislation.

16. Refusal or termination of services

16.1. The Practice may decline to provide non-urgent services or terminate a client relationship where there is a reasonable justification, including persistent non-payment, abusive conduct, failure to cooperate with essential safety requirements or circumstances in which the Practice cannot appropriately provide the required care.

16.2. Wherever reasonably practicable, the Practice will provide appropriate notice and information to enable the client to arrange alternative veterinary care.

16.3. Any decision to discontinue services will take account of animal welfare, applicable professional obligations and the need to provide appropriate emergency assistance.

16.4. Termination of registration does not cancel any outstanding payment obligations for services already provided.

17. Governing law and jurisdiction

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

17.2. Any dispute arising under these terms will be subject to the jurisdiction of the courts of England and Wales, subject to any mandatory rights or protections available to the client under applicable law.

18. Client declaration and agreement

By registering, I confirm that:

• I have read and understood these Client Registration Terms and Conditions.
• The information I have provided about myself and my pet is accurate to the best of my knowledge.
• I understand that I am responsible for the veterinary fees incurred for services I request or authorise.
• I agree to settle all invoices within seven calendar days of the relevant service being provided, unless an alternative written payment arrangement has been agreed with the Practice.
• I understand that estimates may change if additional treatment becomes necessary and that the Practice will seek further consent where reasonably practicable.
• I understand that veterinary treatment does not guarantee a particular outcome.
• I have been informed that the Practice’s Privacy Notice and complaints procedure are available separately.