Standard Terms of Business HAY VETERINARY GROUP LLP


By registering with the practice, you agree that you have read and understood our terms & conditions and agree to be bound by them. Should you require clarification of any of these terms then please ask.

A price list is available upon request. You can also ask for an estimate for the cost of a procedure if you would like one. If further treatment is required or if complications arise, you may incur additional costs, but we will inform you as soon as possible.

Unless you have made a prior arrangement with us, we ask that you settle your bill at the time of treatment.
If for any reason you are unable to pay immediately, please tell us as soon as possible, and certainly before any treatment has taken place. Late payment or part-payment of an account can only be arranged with the prior permission of a senior member of staff.

Account Holders
If you have an arranged payment account, we will invoice you for all supplies and services at the end of each month. Payment is due within 28 days of the invoice date and no later.
Should an account for some reason not be settled by the end of the month, payment will then be late, and a reminder will be sent. At this stage we reserve the right to charge an administration fee of £20 to cover the cost of collecting an overdue account.

In certain circumstances Late Payment of Commercial Debt legislation also entitles us to apply statutory charges and interest to an overdue account. Where necessary, referral to a debt collection agency will incur further charges which will also become your responsibility. Please note that we reserve the right to decline to provide all non-emergency veterinary services for as long as your account remains in arrears.

We strongly support the principle of insuring your animals against unexpected illness and accidents. Policies vary widely in their scope and it is your responsibility to read all insurance policy documents before choosing the level of cover most suitable to you. An insurance policy is an arrangement between you and your insurer.

It is therefore standard practice policy that you pay us according to the terms set out above, and then seek reimbursement from the insurance company. Please ask us for a copy of our Practice Policy on Pet/Equine Insurance for more details, including the procedure to follow if you are making a claim.

Clinical records
Case notes, laboratory reports and diagnostic images (e.g. radiographs) remain the property of Hay Veterinary Group. Given notice, any of these records can be viewed at the practice if you require. We are happy to provide copies of clinical records to another veterinary practice, but we will always seek your permission to do so.

Prescription medicines
We are only able to provide prescription medicines for an animal or group of animals if they are ‘under our care’. This is a legal requirement and usually means that we must have seen the animal(s) concerned in recent months. It may therefore be necessary to arrange a visit/consultation before we are able to supply you with the medicine you request. We will provide a prescription for medicines if you would rather obtain them elsewhere, however, the same legal obligations apply.
Please note we request at least 24 hours’ notice for supply of repeat prescriptions.

Data Protection & Your Privacy
When you register with the practice, we will process your personal data. Our full data protection policy and client privacy policy are available on request.
From time to time, we may wish to contact you with details of services relevant to your animals. If you do not want to receive such offers and have not opted out by other means, please contact us stating your name and client reference and your record will be updated accordingly.

We hope that you never have cause to complain about the service we provide. Please discuss any problems you have at the earliest opportunity with one of the partners or the practice manager.