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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 will receive a detailed invoice for every consultation, surgical procedure or transaction with us.

Methods of payment

Accounts are due for settlement 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).

Estimates of treatment costs

We will provide an estimate as to the cost of treatment. Please bear in mind that any estimate given is approximate – a pet’s illness may not follow a predictable course.

Settlement terms

Should an account not be settled by the end of the month in which the expenditure was incurred 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, attendance 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 strongly supports the principle of insuring your pet against illness or accidents. Please ask for details about insurance from any member of staff.

Please be aware that it is your responsibility 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 the excess in accordance with your insurance policy. We will recover the rest of the cost directly from the insurance provider.

Complaints and standards

The Vets and Nurses at Carterton Veterinary Surgeons 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 complaint against the practice then we suggest you 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 satis ed please write to the managing partner, Grahame Howe, giving as much detail as you can about your complaint including the speci c grounds for complaint. He 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.

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.