Terms & Conditions
Registration
We ask you to fill in a registration form, even if you have given us your details verbally, to ensure that your details are correct on our system. If your information changes, please inform us so we keep your records up to date. Please confirm by signing the Client Registration Form that you are happy for us to contact you via phone, text or email in relation to your pet’s treatment, your account with us or to advise you of special offers, products or events.
Out of Hours
When the practice is closed, emergency calls will be re-directed to our dedicated emergency and critical care provider VetsNow who are based in Guildford. If you live near Horsham there are practices in the Horsham area who also offer an out of hours emergency service. You will be required to pay for these services to the provider at the time. A list of VetsNow basic fees can be found in our surgery waiting room. Using veterinary services outside of routine opening hours always involves extra expense. While we have facilities to hospitalise patients overnight, we reserve the right to insist on transfer of your pet to VetsNow for overnight care if it is deemed by the vet that intensive or critical care is required. It is the responsibility of the owner to transfer their pet between surgeries.
Fees and Payment
Payment is required at the end of the consultation, at the discharge of your pet from the hospital or upon collection of your drugs or food. Pre-payment may be required for a small number of ‘made to order’ drugs and preparations specific to your pet or for drugs not held in stock which have been specifically ordered for your pet.
You will be liable for any fees incurred in the diagnosis and treatment of your pet, even if they are brought in on your behalf by a relative, friend or agent.
We accept payment by Cash/Debit/Credit card (not AMEX) and BACS. Please speak to reception for further details if you wish to pay by BACS
Unpaid accounts will be followed up at the end of the month with a statement being posted which will incur an administration charge (Invoice Charge) for each reminder sent out. If payment is not received within 14 days of the date of a Final Reminder then your account may be referred to our debt collection agents whose charges will be added to your account and payable with the original invoice debt. Any cheques returned by our bank as unpaid will result in the account being restored to the original sum with further charges added in respect of any bank charges or administrative costs.
If you are unable to cover the cost of veterinary work needed for your pet please ask to discuss this with the Practice Manager or one of the Directors PRIOR to treatment. At this point the options can be discussed and a formal contract entered into before treatment is given.
We reserve the right to refuse any treatment beyond first aid to relieve suffering to animals belonging to clients with outstanding accounts. Clients may be refused ALL treatments after appropriate notice is given by Brookmead Surgery. Bad debtors will be removed from our client list and a payment history may be passed to other veterinary practices if they request it from us. We do not normally allow Bad Debtors to re-register with us.
Missed Appointment Charges
We reserve the right to charge for missed appointments. Our policy is to apply a charge on the second missed appointment or late cancellation, if multiple animals have been booked at the same time this charge will be applied in the first instance. This also applies to any consultations normally included on the Pet Care Plan. A late cancellation is defined as being cancelled within an hour of the appointment time. There is also a charge for non-attendance of booked operations.
Estimates
We will endeavour to provide an estimate for a course of treatment or surgical procedure when requested. Please be aware that estimates are approximate. We will try to contact you on the phone numbers you have given us if we believe the costs are going to exceed the estimate, however if you are not contactable we will treat your pet as is necessary for the prevention of pain and suffering.
Pet Insurance
We strongly recommend pet insurance as unexpected accidents and illness can happen to all pets. This will ensure that you can always choose to have the best care for your pet without compromise or worries over cost. However we do not sell insurance and cannot advise you on the merits of specific policies. We reserve the right to insist on payment from you while you make a claim. We levy a small charge for completing insurance claim forms. Direct Claims must be agreed by us first and will only be accepted if the claim is above £500.00. The same £500 limit applies to ongoing/continuation claims. If a Direct Claim is agreed by the surgery the agreement is for that claim only and does not apply to any subsequent claims or continuations of the initial claim. Our Practice charges for Direct Claims are significantly higher.
Ownership of Records and Documents
All records and documents regarding your animal which are generated through Brookmead Veterinary Surgery remain the property of the surgery. Case records will be sent to another veterinary practice taking over the case or for a second opinion at their request once you have given us permission to send them.
Dispensing of Drugs
The general policy of this Practice is to re-assess an animal requiring repeat prescriptions at least every six months in compliance with the Royal College of Veterinary Surgeon’s best practice guidelines. For certain conditions the veterinary surgeon may request more frequent reviews at their discretion. Dispensing of prescriptions for flea and wormer treatments can only be made for up to one year after the animal was last seen after which time any further treatment will require a check up with the vet first. Fulfilling all repeat prescription requests will take 48 hours.
You may request a written prescription for your pet’s medication. This will be issued subject to a fee and will only have one item per prescription for a maximum of six months treatment. Your pet will still need to be re-assessed every six months as above.
Returned Medications
Any unused drugs may be returned to us for disposal but following advice from the Veterinary Medicines Directorate we regret that medicines returned to us must be destroyed and we are therefore unable to offer refunds.
General
By accepting our services or purchase of goods, you the client contractually agree to these Terms and Conditions.
Terms and Conditions. Revised May 2025.
Please speak to reception if you would like a copy of the Terms & Conditions.