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Terms and Conditions of use

Thank you for registering with Elizabeth Smith Veterinary Practice, where we strive to provide the best possible first opinion small animal veterinary care for your pets. We offer a friendly, sympathetic and efficient service and always treat your pets with the love and respect they deserve as special members of your family.  Please do not hesitate to contact us if you are unsure about any aspect of the terms below.

Registration – Can be made via our website, in person at the practice or over the telephone. It is important that we keep up to date information regarding our clients and their pets so we may need to check the information that we hold for you is up to date. Please let us know immediately if any of your contact details change.

Consultations and appointments – All animals are seen on an appointment only basis which can be made by ringing reception on 01767 627317. In cases of extreme emergency during opening hours, please call the practice if possible before coming.  If your pet falls ill or you have an emergency when the surgery is closed then please call 01767 627317 and follow the answerphone instructions to be transferred to our out of hours partner Vets Now.  If you experience any difficulties with this phone line, then please call the Vets Now team directly on 01582 967089, who will be happy to talk through your concerns.

Fees and payments – All of our professional fees, diets and medication are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to what drugs, materials, diets and consumables are used. Payment is expected at the end of each consultation; on collection of drugs/diets, on collection of in-patients and after any surgical procedure. You will be offered an itemised receipt after every transaction.  Accounts can be settled by cash, credit card, debit card, cheque or via BACS. Any cheque returned by our bank as unpaid; any card payment not honoured or cash rendered which is found to be counterfeit will result in the account being returned to the original sum owed, with further charges added in respect of bank charges and administrative costs.

Estimates - We are able to provide estimates for any procedure, however please be aware that these are only approximate as pets’ illnesses can be unpredictable.

Settlements – The setting up of a client account or payment plan can only be agreed in advance of treatment with a member of the senior management team. All accounts must be settled within 14 days of receiving an invoice. If an account is not settled within 14 days then a reminder will be sent. If the account still remains unsettled, further reminders will be sent and subsequently after due warning, your account and contact details will be passed to Pride Debt Recovery Ltd to commence legal proceedings to recover the debt. If an account has to be handed over to Pride Debt Recovery Ltd, then an administration fee of 22.5% plus VAT will be added to the debt. In addition, you will also be responsible for all legal fees and any costs which arise from your non-payment and the process of recovering your debt.

Animal Health Insurance – Elizabeth Smith Veterinary Practice strongly recommends insuring your pet to help protect you against any unexpected accidents or illness. Please speak to a member of staff if you require advice regarding insuring your pet. It is your responsibility to settle your account with the practice before claiming the fees back from your insurance company. Insurance claim forms should be handed into reception; there is no charge for the completion of claim forms. Direct claims will only be made after consideration of each claim by a senior member of staff. 

Prescription – Under DTI regulations you may request a written prescription in order to purchase your pet’s medication online.  We are not able to recommend any online pharmacies and it is your responsibility to choose a supplier. A fee will be charged for the prescription and a postage fee if it is posted, however it can be collected from the practice or e mailed directly to you. Your pet will need regular examinations with a veterinary surgeon in order to ‘remain under our care’ to fulfil the terms for providing a prescription. We are not able to provide a prescription for urgent medication or anaesthetic drugs.

Repeat medications - In order to monitor your pet’s health and well-being and to fulfil dispensing regulations, any pet on long term medication will need to be re-examined by a veterinary surgeon on a regular basis. This will generally be every 6 months, or 12 months for preventative parasitic control medication, but will be considered on an individual basis. A consultation fee will be charged for this and we request that 3 working days’ notice is given for repeat medication which can be ordered over the telephone or via the online portal on our website.

Return of drugs – Tablets will be re-funded if they are returned in undamaged blister packs and liquids will be refunded if the bottles have not been broached. They must be returned within 3 months of being dispensed. Loose tablets that have left the premises cannot be refunded but can be returned for disposal.

Ownership of clinical records and other similar material. – Your pet’s clinical records; radiographs; ultrasound images and laboratory results remain the property of Elizabeth Smith Veterinary Practice.  You are welcome to request to view any information kept on your pet and they can be transferred at your request to another practice or may be forwarded to a referral hospital or insurance company as appropriate.

How we use your personal information - Please refer to our Privacy Policy for details on how we hold and use your personal information. 

Telephone calls – Please be aware all incoming and outgoing telephone calls are recorded for training and monitoring purposes.

Complaints – We strive to provide the best client and clinical care that we can. If this falls short of your expectation or you wish to make a complaint, please contact us as follows: For clinical complaints please call or email Elizabeth Smith (Director) on This email address is being protected from spambots. You need JavaScript enabled to view it.. For customer service or any other issues please call or email Helen Hall (Practice Manager) on This email address is being protected from spambots. You need JavaScript enabled to view it..