Terms & Conditions
We are an independent veterinary practice dedicated to providing high-quality, compassionate care for pets, alongside excellent service for their owners. We are regulated by the Royal College of Veterinary Surgeons (RCVS) and the Veterinary Medicines Directorate (VMD).
These Terms and Conditions explain how we deliver our services and outline the responsibilities of both the practice and of our clients. By registering your animal with Wealden Vets or using our services, you agree to these Terms and Conditions. If you have any questions about these, please ask our team.
1. Introduction
These Terms and Conditions govern the provision of veterinary services by Wealden Vets Ltd (“the Practice”, “we”, “us”, or “our”) to our clients (“you”, “your”). By registering with the Practice or requesting our services, you agree to these Terms and Conditions.
2. Veterinary Treatment and Services
2.1. We aim to provide high quality veterinary care, treatment and advice, surgery, diagnostics, preventative healthcare and other related services for animals. Our veterinary surgeons and registered veterinary nurses are regulated by the Royal College of Veterinary Surgeons (RCVS) and will provide care in accordance with professional standards. Your pet may be cared for by veterinary surgeons, registered veterinary nurses, student veterinary nurses, animal care assistants or other suitably trained members of our team. Students are always appropriately supervised.
2.2. We aim to be as transparent as possible regarding our costs. We will provide written estimates and discuss different treatment options whenever reasonably possible. Estimates are based on the expected course of treatment and are not fixed quotations. If treatment requirements change significantly, we will endeavor to contact you as soon as possible before additional costs are incurred.
2.3. By presenting your animal for treatment, you confirm that you are the owner or have the owner’s authority to consent to treatment. We will explain proposed procedures, risks, and costs wherever reasonably possible. We require signed consent form or online e-signature for all patients being admitted for a procedure. Although every possible care is taken, all anaesthetic and surgical procedures involve inherent risks.
2.4. If emergency treatment is required to prevent unnecessary suffering or protect the life of your animal, we may carry out such treatment without obtaining prior approval if you cannot be contacted. You remain responsible for all associated fees.
2.5. If your pet is showing signs of aggression, we reserve the right to use appropriate restraint or sedation where necessary, for the safety of staff, clients, and the animal.
2.6. Wealden Vets will provide home visits when needed by our clients however, these will incur an additional charge due to the time and travel involved. There may be occasions when we ask you to bring your pet to the practice instead, as we feel that we will be able to better treat your pet’s needs with the equipment in the practice.
2.7. While we always aim to achieve the best possible outcome for your pet, veterinary medicine is not always an exact science and outcomes cannot be guaranteed. Investigations, tests and treatments do not always provide a definitive diagnosis or successful result.
3. Out of Hours and Overnight Care
3.1. Our Out-of-hours emergency cover information is coming soon. We are planning on using an independent practice providing dedicated overnight and weekend care. Consultation costs will be available on our website. To access emergency assistance or advice, simply call our normal practice number and follow the recorded instructions.
3.2. If your pet is treated by us during the day and is well enough to be monitored at home, we can discharge them for the night; they can then be re-admitted at 8:00 am if necessary. However, if your pet requires continuous intensive veterinary care overnight, we will recommend transferring them to the OOH hospital. Arranging transport for your pet to their facility will usually be your responsibility.
3.3. Weekend practice opening hours will be
- Saturdays (8:00am – 12:00pm): standard appointments
- Sundays (9:00am – 12:00pm): pre-bookable appointments only
- Urgent care & emergencies: From 12:00pm on Saturday until 8:00am on Monday, all urgent care is referred to our out-of-hours provider.
4. Veterinary Medicines
4.1. All Prescription Only Medications (POM-V) are dispensed under the authority of a veterinary surgeon and will only be supplied in accordance with current legislation and RCVS guidance.
4.2. Written prescriptions are available on request and will incur a reasonable administration fee to reflect the professional time and responsibility involved.
4.3. Repeat prescriptions can only be issued when a veterinary surgeon has examined your pet within the legally required time period for that medication and authorised the medication. If this is not the case we may require your pet to be re-examined before further medication can be dispensed.
4.4. Under the Veterinary Medicines Directorate (VMD) regulations, we are unable to accept the return of any drug that has been dispensed and taken off the premises. However, we are happy to dispose of unwanted or out of date medications on your behalf.
4.5. On occasion it may be appropriate for our vets to prescribe medication for your pet which has not been licensed for veterinary use. Off license medication is only used when there is no other suitable licensed alternative. We will ask you to sign a consent form when off-license medication is used.
5. Fees and Payment
5.1. Fees are charged in accordance with our current pricing structure which may change from time to time. The fees charged by Wealden Vets are reflective of the time and expertise, investment in equipment and facilities which allow us to provide your pet with the best possible care.
5.2. For larger surgical procedures, we may require a deposit before treatment commences.
5.3. Payment is due at the time of consultation, treatment, or collection of your animal or medication unless otherwise agreed in writing. We accept payment by cash, debit card, credit card, or other payment methods advised by the Practice. Clients will receive an itemised invoice for every consultation, procedure or transaction. These will generally be emailed to you but hard copies can be requested.
5.4. If your account has not been settled at the end of the consultation, we will send you an invoice and payment link. Payment is expected within 3 days. Outstanding balances may incur administration charge. If accounts remain unpaid after 30 days, we may refer the matter to a third party debt-recover service. All reasonable associated costs of the debt-recovery service, court and legal fees will be passed onto you, where permitted by law.
5.5. We reserve the right to withhold non-emergency treatment where accounts remain unpaid.
6. Pet Insurance
6.1. We encourage all owners to invest in pet insurance for both accident and injury.
6.2. If your animal is insured, payment remains your responsibility. Where appropriate, we may assist with insurance claims and complete claim forms.
6.3. Direct claims may be processed at the discretion of the directors. Any excess or non-covered costs remain payable by you and will need to be paid as soon as the claim has been settled. Please note we are unable to work directly with some insurance companies.
7. Client Conduct and Responsibilities
7.1. We are proud of our friendly and supportive team and ask that all clients treat staff and other visitors with courtesy and respect. Abusive, threatening, discriminatory, or violent behaviour towards our team will not be tolerated.
7.2. We reserve the right to terminate our professional relationship with clients who engage in such behaviour, except where emergency welfare obligations apply.
7.3. Please arrive on time for appointments. If you cannot attend, please give at least 24 hours’ notice where possible. Missed appointments or repeated late cancellations may incur a charge. We reserve the right to refuse future appointments where repeated appointments are missed.
7.4. You agree to:
- Provide accurate information regarding your animal’s health and history
- Inform us in advance if your animal has bitten, scratched, or displayed aggressive behaviour
- Follow veterinary advice regarding treatment and medication
- Administer prescribed medicines as directed
- Ensure your animal is appropriately restrained when attending the Practice
- Pay fees when due
8. Registration and Data Protection
8.1. You must provide us with accurate and up-to-date contact details, including your address, telephone number, and email address. You must inform us promptly of any changes to your contact details or ownership of your animal. Your personal information and privacy are important to us.
8.2. We process personal information in accordance with applicable UK data protection legislation. Your personal data will be used for the provision of veterinary services, administration, legal obligations, and related business purposes. Our Privacy Notice explains how your information is collected, used, stored, and shared.
8.3. Clinical records and associated diagnostics files created or held by the Practice remain the property of the Practice. Copies may be provided electronically to clients.
8.4. We may share relevant clinical information with third parties involved in your pet’s care. This may include specialist referral centres, other vet practices, diagnostics labs, Out-of hours veterinary providers, microchip databases, insurance companies, regulatory bodies, law enforcement agencies or other parties with legitimate reason to request them, where permitted by law. Wherever appropriate, we will seek your consent before releasing records; however there may be circumstances where consent is not required or where we are legally obliged to disclose information.
8.5. We share your personal data with MWI Animal Health, for the purposes of them providing the services provided through the Wealden Vets appointment booking portal, which will include the following categories of personal data: Client name, address, phone number, email address.
8.6. All phone calls may be recorded for monitoring and training purposes.
8.7. CCTV operates at our premises for security, safety and crime prevention purposes. Further information can be found in our privacy policy.
9. Feedback, Standards and Complaints
9.1. We hope that you never have reason to be disappointed with the service provided by Wealden Vets. If you have any concerns or complaints, we ask that you contact any of the directors or the Practice Manager straight away so that we can discuss your concerns and resolve any issues.
9.2. A copy of our complaints procedure is available online.
9.3. You may seek a second opinion or transfer your pet’s care to another veterinary practice. Outstanding fees should be settled prior to transferring.
9.4. Either party may terminate the client relationship at any time. We may decline to provide non-emergency services where there has been a serious breakdown in the professional relationship.
10. Liability
10.1. Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded. Subject to applicable law, our liability for other losses arising from our services shall be limited to the extent permitted by law.
10.2. Our liability in relation to veterinary services or products supplied by us shall be limited to the level of our applicable insurance cover or the fees paid for the relevant treatment. We are not responsible for losses arising from:
- Failure to follow veterinary advice
- Incorrect administration of medication
- Delays in seeking treatment
- Refusal of recommended investigations or treatment
- Circumstances outside our reasonable control
11. Changes to These Terms
11.1. We may update these Terms from time to time. The latest version will be available at the Practice and on our website.
12. Governing Law
12.1. These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the jurisdiction of the courts of England and Wales unless applicable law provides otherwise.
12.2. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining sections will continue to apply.
Information correct as of 5th October 2026