Terms & Conditions
Andrews Meadows Veterinary Surgery Terms & Conditions
Please read this document carefully. This document sets out the terms and conditions which forms the basis of our contract.
1.Introduction
1.1 In these terms and conditions:
1.1.1 “We”, “us”, or “our” refers to Andrews Meadows Veterinary Surgery Ltd, registered under the applicable laws (company number 15436356) with our registered office located at Unit 14,Graylands Estate, Horsham, West Sussex, RH12 4QD.
1.1.2 “You” or “your” refers to the registered animal owner or individual requiring veterinary services or wishing to purchase products from us.
1.1.3 “Animal” or “pet” refers to the specific animal for which we are providing veterinary services
1.2 If you register at Andrews Meadows Veterinary Surgery, a contract will come into existence between you and us. When you register, we will send you a copy of these terms by email.
1.3 We reserve the right to update these terms periodically. We will notify you of any material changes to these terms by posting a notice on our website or by other means. We encourage you to review these terms periodically.
1.4 You can contact us at our practice, via email at [email protected], or by sending a written inquiry to Andrews Meadows Veterinary Surgery, Unit 14, Graylands Estate, Langhurstwood Road, Horsham, West Sussex, RH12 4QD.
2.Services
2.1 Veterinary services provided by Andrews Meadows Veterinary Surgery are performed by qualified staff.
2.2 The provision of veterinary services is subject to our discretion and professional judgement.
2.3 Unforeseen circumstances of those beyond our control may adversely affect the delivery of veterinary services. In such cases, we will attempt to contact you using the provided contact details to communicate about any delays, suspensions or cancellations. We will strive to provide the services if and as soon as circumstances allow. If unforeseen circumstances or those beyond our control continue for more than two days, we or you may terminate the contract but this shall not affect any charges, costs, expenses or fees incurred by you beforehand.
Consultations and appointments
2.4 We will provide veterinary services to you during our normal business hours. Please refer to our website (andrewsmeadowsvets.co.uk) for further information on opening hours.
2.5 We reserve the right to change our business hours
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- Both veterinary and nurse consultations are available by appointment. Morning, afternoon/evening appointments are offered , with specific time slots.
2.7 A range of services is provided by our qualified veterinary nurses including weight management advice, blood pressure checks, nail clipping and wellness checks.
Out of hours emergency
2.8 We provides 24 hour cover. This will be provided by us during normal opening hours. Out of hours care will be provided either by ourselves or through a third party provider: Arthur Lodge Veterinary Surgery, 17 Brighton Road, Horsham, West Sussex, RH13 5BE. Please see andrewsmeadowsvets.co.uk for more details on our out of hours service.
2.9 A higher consultation fee will apply for cases seen outside normal working hours.
2.10 Payment and contractual obligations for these services provided by a third party will remain between yourself and Arthurs Lodge, including insurance claims.
2.11 At weekends, our out of hours cover will be provided from 12pm Saturday until 8am Monday morning by Arthur Lodge Veterinary Surgery in Horsham.
2.12 Bank holiday out of hours care for emergency and urgent cases will be provided by Arthur Lodge Veterinary Surgery in Horsham.
In-patient hospitalization
2.13 For those patients requiring hospitalization, we provide in-patient care at Andrews Meadows Veterinary Surgery during normal opening hours. Please see our website for details on opening hours.
2.14 For those patients that have been hospitalized during normal opening hours but require monitoring overnight, your pet will need to be transferred to our out of hours provider, Arthur Lodge.
2.15 We will endeavor to transfer your pet to the our of hours provider and collect them the following morning to transfer back to Andrews Meadows for continuity of care, providing your pet’s clinical condition suggests it is safe to do so. There is no additional fee for this service.
2.16 If unforeseen circumstance arise and we are unable to transfer your pet, we reserve the right to request you to transfer or arrange transfer of your pet between the after-hours provider, Arthurs Lodge and Andrews Meadows Veterinary surgery.
House visits
2.17 We generally recommend bringing your pet to the surgery were we have the personnel and equipment available to care for your pet. In certain situations, we can offer a house visit.
2.18 House visits will incur an additional fee to cover the time and resources required for this service.
3. Client conduct
3.1 We take the health, well-being and safety of our staff, clients and pets very seriously and therefore have a zero tolerance approach against rude, offensive, aggressive or violent behavior.
3.2 Examples of behavior that we deem unacceptable include:
3.2.1 Using abusive language (swearing and offensive remarks) towards staff, clients or their pets
3.2.2 Making malicious allegations about our staff or other clients
3.2.3 Derogatory racial or sexual remarks
3.2.4 Abuse, swearing or rude behavior when speaking to staff on the telephone
3.2.5 Noncompliance with practice’s health and safety requirements
3.3 We have the right to refuse to provide services to you and we reserve the right to ask you to leave our premises and terminate our contact with you.
4. Prescriptions
4.1 You can obtain prescription only Medicines (POM-Vs) directly from the veterinary practice OR you may ask for a written prescription and obtain these from another veterinary surgery or pharmacy.
4.2 We are only able to prescribe POM-Vs (either directly or via a written prescription) for patients registered under our care.
4.3 The prices of any medication prescribed for your animal, including VAT, can be obtained upon request.
4.4 The fee for a written prescription is available on request and on our website. The fee covers the professional expertise of the vet authorizing appropriate medication and may include reviewing the clinical history, providing dosing advice and/or advice of drug interactions and maintaining accurate pharmacy records for your pet.
4.5 For patients on long term medication, it may be possible to reorder medication (repeats) or a written prescription.
4.6 To comply with the Royal College of Veterinary Surgeons best practice, our general policy is to re-assess patients on long term medication every 6 months although some specific conditions or medications may necessitate more frequent re-evaluations.
4.7 We ask for 48 hours’ notice to process requests for repeat prescriptions.
4.8 It is a Royal College and VMD requirement that Schedule 3 controlled drugs (example: some anti-epileptic medications, some pain killers such as Gabapentin) require a physical examination to be performed each and every time the medication is prescribed.
4.9 A prescription for a Schedule 3 controlled drug can only be dispensed against once and that must be within 28 days of the validity of the prescription.
4.10 Single prescriptions with multiple dispenses (i.e. repeat prescriptions) are not allowed for controlled drugs.
4.11 Usually, the maximum quantity of controlled drug should not exceed 30 days. Exceptionally, to cover the needs of a chronic condition, a controlled drug may be supplied in instalments directly from the veterinary surgeon or an instalment written prescription issued. This enables the total amount of medication to be supplied in smaller batches.
4.12 The date of the instalments must be included on the prescription. This means that when an instalment prescription is used, the client is not able to get if filled a day earlier or later for convenience.
4.13 It is a VMD and Royal College requirement that a physical examination is performed each and every time one of the following categories of medication are prescribed
4.13.1 Antibiotics (includes tablets, injections, ear drops and topical skin preparations)
4.13.2 Antifungals (includes oral, injectable, ear drops and topical medications)
4.13.3 Antiviral medication
4.13.4 Antiparasitic (includes POM-V worming tablets, flea and other internal and external parasite treatments)
4.14 To comply with the regulations, Andrews Meadows vets must perform a physical examination at the time of dispensing medications belonging to categories listed in point 4.13.
4.15 For flea and worming treatment, once an initial physical examination has been performed, the vet may elect to set up a repeat prescription on the clinical records so that flea and worming medication or a repeat written prescription can be re-ordered, up until the date on the clinical records expires.
4.16 We cannot offer a refund or return of medications once they have left the premises.
4.17 If medication needs to be posted to clients, it will be sent via recorded delivery and will incur a post and packing charge, which will be added to your account. Please note controlled drugs cannot be posted. We cannot be held responsible for any medication lost or damaged in the post.
5. Fees
5.1 We aim to provide fixed fees for certain goods and services. However, due to the nature of veterinary services, estimates may be provided in some situations.
5.2 Our fees reflect the clinical expertise, time required, facilities and equipment used. Our aim is to charge fairly and openly. Our fees may be subject to periodic review and adjustments and we will notify you of any such change.
5.3 Estimates are an approximation of costs based on the procedure, medications and our experience. Please be aware that any estimate given is only an approximation and is therefore not binding, as it is not always possible to predict duration, extent and progress of a pets illness.
5.4 When charging for goods and services for which only an estimate was previously provided, we will invoice you based on the actual time, skill level and resources utilized during the provided services, including medications, materials and consumables.
5.5 In the event that the costs exceed the estimate, we will endeavor to contact you with the details you have provided. However, if these attempts are unsuccessful, we will treat your pet as necessary for their wellbeing and to prevent pain and suffering.
5.6 Invoices are due for settlement at the end of an appointment, at the time of discharge of your pet or upon collection of medicines/diets, as applicable.
5.7 We accept cash or debit or credit cards for payment purposes to include Mastercard, Visa, Delta and Switch. We do not accept American Express.
5.8 If you are the registered owner of the animal according to our clinical records, you are responsible for any fees incurred in the diagnosis or treatment of your pet, even if your pet is presented to us on your behalf (e.g. relative , friend, agent or Third party such as a kennel facility).
5.9 Please keep us informed of any changes in the registered owner of your pet. If charges are incurred in the diagnosis and treatment of your pet and you have not provided updated information, we may contact the registered owner on our records for payment.
5.10 Other potential service fees include prescription fees, accounting fees and third party reporting fees (e.g. a second opinion specialist radiologist report). Our fees may include charges related to allocated appointments, consultations (with or without the animal present) and missed appointments, including pre-booked operations and consultations.
5.11 Some procedures may require a deposit to be paid in advance of the procedure being performed.
5.12 All fees, food and medications are subject to VAT at the prevailing rate
6. Late payment fees
6.1 We understand that treatment of your pet may incur costs that you had not budgeted for. If for any reason, you are unable to settle your account as specified, we ask that you discuss the matter as soon as possible with a senior member of the team.
6.2 If an account is not settled on the due date, a reminder will be sent to you and an additional accounting charge added to cover the administrative costs. Further reminders will incur additional administrative costs, which may be waivered at our discretion if prompt payment is made. Unpaid accounts may also be subject to interest charges.
6.3 Any credit card payment not honored will result in the account being restored to the original sum. Further charges will be added to cover our bank charges and administrative costs.
6.4 After due notice to you, overdue accounts will be referred to our debt collection agency and further charges will be levied in respect of the costs incurred in collecting the debt.
6.5 We reserve the right to refuse any treatment other than first aid to animals belonging to clients with long term outstanding debts. We reserve the right to terminate our contract with you and ask you to register with another veterinary practice after appropriate and reasonable notice has been given.
7. Insurance
7.1 Unfortunately, animals can become unwell or injured without warning. We recommend that all pets are insured to help cover the cost of veterinary services.
7.2 Depending on your insurer and the circumstances, we may on certain occasions, be able to submit claims directly to your insurer on your behalf. Our ability to make a direct claims to your insurer is subject to review of your pet’s medical records by your insurer, insurance policy and the discretion of the management team.
7.3 If you wish us to make a direct claim from your insurer, you must advise and discuss this with a senior member of the Andrews Meadows team prior to any treatment. Unless the direct claim has been organized with us in advance, it is your responsibility to pay our fees at the time of treatment and then reclaim them from your insurance company.
7.4 If we are dealing directly with your insurer, it is still your responsibility to pay for any excess not covered by your insurance company at the time of the first claim. Any further shortfalls not covered by the claim are also your responsibility to settle.
7.5 Should your insurance company refuse to settle the claim, it is your responsibility to settle the account in a timely manner.
7.6 In some situations, you may need to handle the claims process yourself. If you process your own insurance claim, you are responsible for settling the account with us at the time of treatment. We will then provide assistance by supplying the necessary information for your claim as soon as possible.
7.6 An Andrews Meadows Healthcare plan is not an insurance policy.
8. Referrals and second opinions
8.1 Client’s may request a second opinion or referral. A second opinion is usually to confirm a diagnosis or to seek an opinion from another veterinary surgeon. A second opinion may be obtained from a different vet within our practice or at a different practice at your request.
8.2 Should you wish to obtain a second opinion at another practice, please ask the chosen practice to contact us, and with your consent, we will forward the clinical history and any the results of any diagnostic test to them.
8.3 A referral may be required to obtain the expertise of a specialist in terms of diagnostic procedures or possible treatment. Should referral for a specialist opinion be required, we will make recommendations and give you options of where that referral takes place. However, you retain the right to choose your preferred referral center.
9. Ownership of case records
9.1 Case records, including radiographs and other similar documents, remain the property of and will be retained by Andrews Meadows Veterinary Surgery. We can provide copies of the clinical records, laboratory tests and radiographs upon request.
10. Privacy
10.1 To provide the best service for you and your pet, you will be required to share with us personal data including your name and address, email and telephone number and billing method. We handle your personal information in accordance with our privacy policy which explains the collection, storage, use and sharing of your data.
10.2 We encourage you to read our Privacy Policy, a copy of which can be found on our website. The policy also explains your rights and provides contact information for enquiries or complaints regarding your personal information.
10.3 By asking us to provide veterinary services for your pet, you are agreeing to the application of our privacy policy and you consent to the way we process and handle your data.
10.4 We may contact you through various channels including emails, text messages, letters and phone calls. These notices may include reminders for your pet’s preventative health care, account notices and beneficial marketing offers or invites to events. If you prefer not to receive such communications , please inform our reception team or clearly indicate your preference during online interactions. Please note that opting out of communications will result in the removal of vaccination reminders.
10.5 Residual material or isolates from specimens submitted for diagnostic testing may be retained by the laboratory for quality assurance, research and development purposes.
11.Complaints
11.1 If you feel that something has occurred that you feel is unsatisfactory, please inform us as soon as possible. In the first instance, please discuss your concerns with the vet or nurse who have been looking after your pet or speak to the practice manager. Most issues can be resolved informally at this stage.
11.2 If you are unsatisfied with the response and wish to complain formally, please address your complaint in writing to either the senior vets/directors or the practice manager at [email protected].
11.3 We ask that any complaints are made as soon as possible after the event. The longer you wait to file a complaint, the harder it will be for us to establish the problem and offer resolution.
11.4 Please include the following information in relation to your complaint:
11.4.1 Name and address and your pet’s name
11.4.2 Your preference to be contacted by phone , email or letter
11.4.3 What happened and when it occurred
11.4.4 Which staff were involved
11.4.5 What your preferred outcome would be.
11.5 Once we have received your complaint we will:
11.5.1 Acknowledge your complaint within 5 working days and provide you with details of who is dealing with your complaint and when you can expect to receive a reply.
11.5.2 Aim is to provide you with a full reply within 14 days of receipt. If the complaint is going to take longer to investigate, we will inform you of what is happening.
11.6 During the investigation of your complaint, we aim to:
11.6.1 Detail our findings and acknowledge any areas where our service fell short
11.6.2 Offer a solution and/or an apology as appropriate
11.7.3 Identify what we can do to ensure the problem does not happen again
11.7 This complaints procedure is intended to give us the best chance of resolving anything that has gone wrong. This does not affect your right to approach the Royal College of Veterinary Surgeons if you are dissatisfied with the result of our investigation.
12. Contract Termination
12.1 You can end your contract with us at any time and can do so by contacting the practice in person during normal business hours or, by sending an email or letter to the practice and informing us of your decision.
12.2 We are not responsible for registering your pet with another practice.
12.3 You are responsible for paying any outstanding payments at the time you terminate your contract with us.
12.4 We reserve the right to terminate our contract with you at any time for any of the following reasons:
12.4.1 If you breach any of the terms of the contract including those listed under ‘client behavior’
12.4.2 If you fail to make a payment when it is due or fail to make the payment within 7 days of
the reminder
12.4.3 If you do not provide us with information within a reasonable time that is necessary for
us to provide the services in this contract
12.4.5 If it is deemed that the client-vet relationship/trust is no longer sustainable
12.4.6 If there has been a period of inactivity for 3 years, and you have failed to respond to our attempts to communicate with you (via the details you have provided) we will close the client account and archive the data.
12.5 We will write to you either by email or letter informing you that we have made the decision to terminate our contract with you.
14. Liabilities
14.1 Except for liability that cannot be excluded by law (such as negligence resulting in death or personal injury and fraud), we are not liable for:
14.1.1 Losses that were not foreseeable or within reasonable contemplation at the time of forming the contract, or that were not caused by any material breach on our part
14.1.2 Loss of profits
14.1.3 Loss of sales or business
14.1.4 Loss of use
14.1.5 Loss of opportunity
14.1.6 Any special, indirect, consequential or pure economic loss
14.1.7 Losses to non-consumers
14.2 Subject to clause 14.1, our liability to you will be limited to the value of goods and services provided under this contract.
14.3 We have no liability for any event unless you notify us that you intend to make a claim in respect to such event within twelve (12) months of the day on which the event occurred or the day you became, or ought reasonable to have become, aware of having grounds to make a claim in respect of the event. The notice must be in writing and must identify the event and the grounds for the claim in reasonable detail.
15. General
15.1 Only parties involved in this contract have the right to enforce its terms.
15.2 Reminders (such as vaccination reminders) are provided as a complimentary service to our clients. We accept no liability for any loss, damage or costs which may result from failure of a client to receive a reminder. Ultimately, it remains your responsibility to ensure that vaccines and other routine treatments are kept up to date.
15.3 Each of the paragraphs in these terms operates separately. If any of the provisions of this contract (or part of any provision) becomes illegal, invalid or unenforceable, it will not affect the legality and enforceability of the other provisions.
15.4 The courts of England will have exclusive jurisdiction over any disputes between and you and us arising from or in connection with this contract and/or our dealings generally.
15.5 No additions or variations to this contract will be binding unless agreed upon by us in writing. No agent or person employed by or under contract with us has the authority to alter or vary this contract. We may amend these terms and conditions from time to time either because we are required to do so or to reflect changes in relevant laws, regulatory requirements, payment methods, operating practices or to make adjustments to improve our services which are unlikely to adversely affect you use of our services. Our website contains up to date terms and conditions for your to refer to.
15.6 This contract, and any non-contractual rights and obligations arising from or in connect with it, will be governed by and construed in accordance with the laws of England.
Updated 10/02/2025