Terms & Conditions
Huntsbridge Vets Limited
Client Terms & Conditions
Effective from: 1 September 2026
Thank you for choosing Huntsbridge Vets.
These Terms & Conditions explain the basis on which Huntsbridge Vets Limited provides veterinary services to you and your pet. By registering with our practice and using our services, you agree to these terms.
Our aim is to provide exceptional veterinary care with clear, honest communication and a personal approach. If you have any questions about these terms, please speak to a member of our team.
1. Registration with Huntsbridge Vets
When registering with us, we will ask you to provide accurate information about yourself and your pet, including your current address, telephone number and email address.
Please let us know promptly if any of these details change.
We may also ask for information about your pet’s previous veterinary treatment and, where appropriate, request their clinical history from another veterinary practice.
The person registering the pet will normally be regarded as the client responsible for decisions concerning veterinary treatment and for payment of our fees.
2. Authority to Consent to Treatment
We will normally assume that an adult presenting an animal for treatment has the authority of the animal’s owner to consent to appropriate veterinary care.
If somebody else will regularly bring your pet to the practice, please let us know whether they have your authority to make decisions regarding treatment.
For significant procedures, including surgery and general anaesthesia, we will normally require specific consent from an appropriately authorised person.
Where there is uncertainty regarding ownership or authority to consent, we may need to delay non-emergency treatment until this can be clarified.
In an emergency, where delaying treatment would adversely affect an animal’s welfare, we will act in accordance with our professional responsibilities and the best interests of the animal.
3. Appointments
We operate primarily by appointment.
We will make every reasonable effort to see you at your appointed time. Veterinary medicine can, however, be unpredictable and emergencies may occasionally result in delays. We appreciate your understanding should this occur.
If you arrive late for an appointment, we may need to shorten the appointment or rearrange it to avoid inconveniencing other clients.
4. Cancellations and Missed Appointments
If you are unable to attend an appointment, please give us as much notice as possible so that we can offer the appointment to another patient.
We reserve the right to charge a reasonable fee for appointments that are missed or cancelled without adequate notice.
For longer appointments, surgical procedures or other appointments for which significant clinical time or resources have been reserved, we may request a deposit when the appointment is booked.
We will tell you about any applicable deposit or cancellation arrangements before booking.
5. Veterinary Fees
Our fees reflect the professional time, expertise, medicines, equipment, facilities and services required to provide your pet’s care.
Our current prices for many routine services are available from the practice and on our website. Where a service is not included in our published price list, please ask us and we will be happy to provide further information.
All prices quoted to members of the public include VAT where applicable.
We aim to be open and transparent about the likely costs of veterinary treatment and encourage you to ask us about costs at any stage.
6. Estimates
For investigations, surgery, hospitalisation or other significant treatment, we will normally provide an estimate of the anticipated cost.
An estimate is not a fixed-price quotation. Veterinary medicine is inherently unpredictable and an animal’s condition or response to treatment may mean that the treatment plan needs to change.
Where reasonably possible, our estimates will include the anticipated costs associated with the proposed course of treatment.
If it becomes apparent that the estimated cost is likely to be significantly exceeded, we will make reasonable efforts to contact you, explain the circumstances and obtain your consent before proceeding further.
For this reason, it is important that we have an up-to-date telephone number on which you can be contacted while your pet is receiving treatment.
If we are unable to contact you and delaying treatment could compromise your pet’s welfare, the veterinary surgeon responsible for your pet may provide treatment that they reasonably consider necessary in the circumstances.
You are always welcome to discuss treatment options and associated costs with us.
7. Payment
Unless alternative arrangements have been specifically agreed with us in advance, payment is due at the time veterinary services are provided.
For hospitalised patients, payment will normally be required when your pet is discharged.
We may request full or partial payment in advance for certain procedures, medicines, diagnostic tests or other services.
We may also request a deposit before commencing treatment, particularly where treatment is expected to involve significant expense.
We accept the payment methods displayed at the practice.
8. Unpaid Accounts
It is important that you tell us as early as possible if you are concerned about your ability to meet the anticipated cost of treatment. Where clinically appropriate, we can discuss alternative treatment options with you.
Veterinary treatment is provided on the understanding that you are responsible for payment of the fees incurred.
Where an account remains unpaid, we may contact you by telephone, email, SMS or post to request payment.
We reserve the right to refer overdue accounts to a debt recovery service and to recover reasonable costs incurred in pursuing an outstanding debt where legally permissible.
Persistent non-payment may result in us being unable to provide further routine veterinary services, although this does not affect our professional obligations concerning emergency first aid and pain relief.
9. Pet Insurance
We strongly recommend considering appropriate pet insurance to help protect against unexpected veterinary costs.
Pet insurance is an agreement between you and your insurer. It remains your responsibility to understand the terms, exclusions, excesses and financial limits of your policy.
Having pet insurance does not transfer responsibility for our veterinary fees to your insurer. You remain responsible for payment of your account regardless of whether an insurance claim is subsequently accepted, reduced or declined.
We are happy to provide information reasonably required to support an insurance claim.
Where we agree to make a direct claim to an insurer, this is at our discretion and may be subject to conditions and/or an administration fee. Any amount not paid by the insurer remains your responsibility.
10. Prescriptions and Medicines
Veterinary medicines will only be prescribed and supplied in accordance with current veterinary medicines legislation and professional guidance.
A veterinary surgeon may need to examine your pet before prescribing or supplying certain medicines. Animals receiving long-term medication will require periodic clinical reviews at intervals determined by the prescribing veterinary surgeon.
A fee may be charged for medication reviews, repeat prescriptions and written prescriptions.
You may obtain prescription-only veterinary medicines from us or request a written prescription to obtain them from another authorised supplier.
We will be happy to advise you of the price of medicines and our current written prescription fee.
Medicines that have left our premises generally cannot be returned for resale. Unused medicines may be returned to us for safe disposal.
11. Treatment and Informed Consent
We want you to be involved in decisions about your pet’s care.
Where appropriate, our veterinary team will explain the nature and purpose of the proposed treatment, reasonable treatment options, likely benefits, significant risks and anticipated costs so that you can make an informed decision.
Veterinary medicine cannot guarantee a particular clinical outcome. Animals vary in their response to illness, anaesthesia, surgery and medication, and complications can occur despite appropriate professional care.
Nothing in these Terms & Conditions excludes or limits any responsibility or liability that Huntsbridge Vets cannot lawfully exclude.
12. Hospitalised Patients
When your pet is admitted to the practice, we will explain the proposed treatment plan and provide an estimate where appropriate.
Treatment plans may need to change according to your pet’s clinical condition.
Please ensure that you or another authorised person remains contactable while your pet is in our care.
If your pet’s condition changes unexpectedly and urgent treatment is required, we will make reasonable attempts to contact you. Where we cannot reach you and delaying treatment could compromise your pet’s welfare, the attending veterinary surgeon will use their professional judgement to provide appropriate emergency care.
13. Referrals and Second Opinions
You are entitled to seek a second opinion or request referral to another veterinary surgeon.
Where appropriate, we may recommend referral to a veterinary surgeon or centre with particular expertise, facilities or experience.
We will provide relevant clinical information to the veterinary professional taking over or contributing to your pet’s care.
14. Clinical Records
We maintain clinical records relating to the veterinary care we provide.
These may include consultation notes, diagnostic results, laboratory reports, radiographs, ultrasound images, photographs and other information relevant to your pet’s treatment.
We will provide relevant clinical information to another veterinary practice when reasonably required for the continuing care of your pet and in accordance with our professional and legal obligations.
You may request a copy of your pet’s clinical history.
15. Diagnostic Samples and Clinical Material
During investigation or treatment we may collect blood, urine, tissue or other diagnostic samples.
Samples will normally be used for the purposes of your pet’s diagnosis and treatment and may subsequently be stored or disposed of appropriately.
Where samples, images or clinical information are proposed for another purpose, such as education, clinical audit or research, we will comply with applicable professional guidance and confidentiality requirements.
16. Photographs and Social Media
We may take photographs or images where these form a useful part of your pet’s clinical record.
We will not use identifiable photographs of you for promotional or marketing purposes without appropriate permission.
Where we would like to share a photograph, story or other information about your pet on our website, social media channels or other promotional material, we will seek appropriate permission where required.
You may withdraw permission for future marketing use by contacting us, although we may not be able to remove material that has already been lawfully published or distributed.
17. Emergency and Out-of-Hours Care
Huntsbridge Vets has arrangements in place to ensure that registered clients have access to emergency veterinary first aid and pain relief outside our normal opening hours.
Out-of-hours services may be provided by a separate veterinary provider and may take place at a different location.
Details of our current out-of-hours provider, including contact information, location and the initial consultation fee, are available from the practice and on our website.
The out-of-hours provider operates independently and its own fees and terms may apply.
Please telephone the practice if you require emergency veterinary assistance; our recorded message will provide current instructions when the practice is closed.
18. Home Visits
Where available and clinically appropriate, home visits are provided at our discretion.
In many circumstances, examination and treatment at the practice will be preferable because of the staff, equipment, medicines and diagnostic facilities available.
Additional charges apply to home visits and will be explained when the visit is arranged.
19. Personal Data and Privacy
We take the protection of your personal information seriously.
We process personal information in accordance with applicable UK data-protection legislation and our Privacy Notice.
Our Privacy Notice explains what information we collect, why we collect it, how it is used and shared, how long it may be retained and your rights in relation to your personal information.
A copy of our current Privacy Notice is available on our website or from the practice.
20. Communications
We may contact you by telephone, SMS, email or post in connection with your pet’s veterinary care, appointments, medication, preventative healthcare and the administration of your account.
Marketing communications will be managed in accordance with applicable privacy and electronic marketing requirements and the preferences you have provided to us.
Please ensure that your contact details remain up to date.
Email and SMS should not be relied upon for urgent veterinary advice. If you are concerned that your pet requires urgent veterinary attention, please telephone us.
21. Respectful Behaviour
We are committed to providing a welcoming, safe and respectful environment for our clients, patients and team.
We will not tolerate threatening, abusive, discriminatory, intimidating or violent behaviour towards members of our team or other people using the practice.
In serious or persistent cases, we reserve the right to ask a client to leave the premises and/or to terminate the client-practice relationship, subject to our professional obligations concerning animal welfare and emergency veterinary care.
22. Complaints
We hope that you will always be satisfied with the care and service you receive from Huntsbridge Vets.
If you have a concern or complaint, please tell us. We welcome the opportunity to discuss concerns and, wherever possible, resolve them promptly.
Our full complaints procedure is available from reception or on request.
Complaints should initially be directed to the Practice Manager, who will ensure that your concerns are appropriately investigated.
Making a complaint will not adversely affect the veterinary care provided to your pet.
23. Ending the Client-Practice Relationship
You are free to move your pet’s veterinary care to another veterinary practice at any time.
At your request, we will provide the new veterinary practice with relevant clinical information necessary for the continuation of your pet’s care.
Huntsbridge Vets may also end the client-practice relationship where there is a reasonable basis for doing so, for example following persistent non-payment, breakdown of trust, abusive or threatening behaviour, or circumstances in which we consider that an effective professional relationship can no longer be maintained.
Where this occurs, we will act reasonably and in accordance with our professional responsibilities towards animal welfare.
24. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes in our services, professional guidance, legislation or business arrangements.
The current version will be available from the practice and on our website.
25. Governing Law
These Terms & Conditions are governed by the laws of England and Wales. Nothing in these Terms & Conditions affects your statutory rights as a consumer.
Huntsbridge Vets Limited
For questions regarding these Terms & Conditions, please contact the practice.
