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Terms and Conditions


All fees, diets and drug charges are subject to VAT. Fee levels are determined by the time spent on a case and the drugs, materials, consumables and diets used.

You can request a detailed invoice for every consultation, surgical procedure or transaction with us.

Estimates of treatment costs:

We can provide an estimate as to the cost of possible treatment.

Please bear in mind that any estimate given is approximate - a pet's illness may not follow a predictable course.


Accounts are due for settlement in full at the end of consultation, the discharge of your pet or upon collection of drugs/diets.

We reserve the right to request payment for hospitalised animals when the account balance exceeds £500. You may settle the account using:

  • Cash
  • Credit / Debit card (Switch, Maestro, Solo, Mastercard, Visa)
  • Contactless & Apple Pay are also available

Ownership of records:

Case records including radiographs are the property of carterton Veterinary Surgery.

Copies with a summary of the history will be passed on request to another veterinary surgeon.

Copies of radiographs, lab reports, etc can be provided.

Settlement Terms:

Should an account not be settled at the time of consultation, discharge of your pet or upon collection of drugs/diets a reminder will be sent for immediate payment.

Should it be necessary for further reminders to be sent, an additional accounting fee in respect of administrative costs incurred may be added.

After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of collecting the debt, such as production of reports, correspondence, court fees, attendence at court, phone calls, home visits, etc.

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 administrative costs together with interest on the principal sum.

Pet Health Insurance:

We stongly support the principal of insuring your pet against illness or accidents.

Please be aware that it is your responsibilty to settle your account and then reclaim the fees from your insurance company. We may be able to make 'direct claims'. In this case you are required to pay us the excess in accordance with your insurance policy. We will recover the rest of the treatment cost directly with your insurance provider.

Any additional deductions your insurance provider then make will be payable by yourself within 7 days of us notifiying you of the costs. You will be asked to sign additional Direct Claim terms and conditions to use the direct claim service.

Complaints and Standards:

The staff at Carterton Veterinary Surgery are committed to offering the best in veterinary care. We conduct many client interactions annually at our practice and inevitably there is an occasional breakdown in communication or a failure of clients to understand what our staff intended and vice versa.

If you wish to make a formal complain against the practice then please follow the procedure below:
1. Please discuss your grievance with the Veterinary Surgeon dealing with the case. Very often they will be able to sort the problem out.
2. If you are not satisfied please write or send an email to the Clinical Director, Grahame Howe, or the Practice Manager, Claire Hadland, giving as much detail as possible about your complaint including specific grounds for complaint. They will try to reply to you in writing within 7 days.

We would normally expect that the above procedures to resolve the problem. If however you feel that your complaint is so serious that major disciplinary action is required against a particular veterinary surgeon, then you may write to: The Royal College of Veterinary Surgeons, Belgravia House, 62-64 Horseferry Road, London SW1 2AF.

Please note that the RCVS will not normally adjudicate in cases solely centred around fees.

We sincerely hope that the measures listed above will help to resolve any problems.