Terms & Conditions
TERMS AND CONDITIONS OF HILLS VETERINARY SURGERY
Thank you for trusting Hills Veterinary Surgery with the care of your pet. This document details our Practice Terms and Conditions. Please ask a member of staff should you need clarification of any aspect of these terms.
- GENERAL
1.1 These terms and conditions (“Terms”) govern the relationship between Hills Veterinary Clinic and its clients.
1.2 By registering with us and utilising our services, you agree to be bound by these Terms. If you do not agree to these Terms, you should not register with us or use any of the services provided by Hills Vets.
1.3 We reserve the right to modify these terms and conditions at any time. Any changes will become effective immediately once posted on our website, and your continued use of our services will constitute acceptance of the revised terms.
- VETERINARY CARE
2.1 Hills Veterinary Surgery is accredited with the RCVS PRACTICE STANDARDS SCHEME aim to provide the highest standard of care within the guidelines of the profession.
- APPOINTMENTS
3.1 We operate on an appointment-based system. To be seen, you must call in to schedule an appointment.
3.2 All veterinary consultations, face to face or on the telephone, with a qualified veterinary surgeon will incur a consultation fee.
3.3 Our standard consultations are 15 minutes long. If you believe your issue is complex or if you wish to address multiple topics, please request a double appointment. Please note that if your consultation exceeds 15 minutes due to the complexity or number of issues discussed, you will be charged for a double consultation.
3.4 Tests and investigations do not always ensure a definitive diagnosis.
- NEW CLIENT APPOINTMENTS
4.1 For new clients, a NON-REFUNDABLE registration fee of £48* is required in advance at the time of booking their first appointment. This fee will be deducted from the total cost of the initial appointment.
4.2 This fee will not be offset against any fees in the event that you are unable to attend the scheduled appointment and fail to provide at least 2 hours’ notice of cancellation, whether via telephone or email.
- EMERGENCIES
5.1 Where we are able to offer emergency care ourselves, a higher fee than usual may apply. This is particularly the case when urgent cases are seen out of our consulting windows.
5.2 Where we do not offer out of hours or emergency care ourselves, we would advise you call our emergency vets, Veteris 020 4586 1496. Where services are provided by our third-party providers, fees will be different and independent from our practice.
- CONSENT FORMS
6.1 Written consent is required on admission for any hospital procedures.
6.2 It is important you provide an up-to-date telephone number as we may need to call you regarding your pet’s procedure.
- ESTIMATE OF COSTS
7.1 Whenever possible and with your request, treatment plan will be discussed and agreed upon with you at the initial consultation and prior to any further treatment. Treatment plans will provide an estimate of costs of the course of the treatment.
7.2 Hills Veterinary Clinic will make every effort to inform clients of any increases in costs that may occur during the pet’s stay compared to the original estimate. To facilitate effective communication, you must ensure that your contact information is current and accurate.
7.3 It is crucial to understand that these estimates represent approximate costs and are subject to change.
- EMAILS
8.1 We may email you treatments, test results, pictures, and instructions. Occasionally, we also send e-letters about pet health and welfare, specific updates about your pet, or other topics of interest. These communications are sent to the email address you provide. If you prefer not to receive these emails, please let us know.
- APPOINTMENTS FOR ANIMAL HEALTH CERTIFICATES/CANCELLATION PERIOD
9.1 We require a £100* deposit for Animal Health Certificate (AHC) appointments. This deposit will be deducted from your total bill when you attend the original appointment. The deposit is NON-REFUNDABLE. To schedule another AHC appointment, an additional deposit will be required under the same conditions. The following conditions apply:
9.1.1 Failure to attend the appointment without giving prior notice.
9.1.2 Not providing at least 3 days’ notice of cancellation via telephone or email.
9.1.3 Providing incorrect information necessary for completing the AHC.
9.1.4 Having the wrong person attend the appointment for signing the declaration.
9.2 All Amendments are chargeable and we will endeavour to make the changes in a timely manner.
- REMINDERS
10.1 Hills Veterinary Surgery will endeavour to contact you via SMS or email to inform you of your pet’s upcoming healthcare needs, including vaccinations.
10.2 While we strive to send these reminders as a complimentary service, the responsibility for keeping your pet’s vaccinations up to date, especially those required for travel outside the United Kingdom, remains with you.
10.3 Hills Veterinary Clinic cannot be held liable for any loss, damage, or costs arising from your failure to receive a reminder.
- NON- CANCELLATION FEE
11.1 We request that clients to provide a minimum of 2 hours’ notice if they are unable to attend their scheduled appointment.
11.2 Failure to cancel within this time frame or failing to cancel altogether will incur a non-cancellation fee, which will be charged to the client’s account.
11.3 Note that notice of cancellation can be communicated via telephone or email to admin@hillsvets.co.uk. It is important to refer to the specific notice period for non-cancellation regarding AHC’s (Animal Health Certificates), as it may differ from our standard notice period.
- DISPENSING OF MEDICATION
12.1 Prescription Only Medication Category V (POM-V) is available from our veterinary surgeon exclusively for animals under our care.
12.2 Veterinary Licensed Medications will typically be provided for your pet’s treatment. However, there may be situations where the veterinarian recommends the use of veterinary products intended for other species or human medications (off-licensed/off-label). In such cases, your veterinarian will thoroughly explain the reasons behind these alternative options.
12.3 Upon requesting medications or written prescriptions, you will be informed of the necessary steps to obtain them. Some medications may incur a dispensing fee, which is included in the overall cost.
12.4 For repeat medications and written prescriptions, a minimum of 48 hours’ notice is required before collection to ensure timely processing.
12.5 We can only supply repeat medications if:
12.5.1 – A qualified veterinarian surgeon overseeing your pet has approved the repeat prescription
12.5.2 – A qualified veterinarian surgeon has examined your pet within a specific time frame, based on the category of the medication
12.6 To comply with regulations and ensure proper treatment, specific procedures must be followed when requesting medications. This may include periodic reassessment of your pet’s condition, which might require bringing your pet to the surgery for evaluation before medication can be provided or a written prescription issued.
12.7 Reassessment intervals may be every 3, 6, 9, or 12 months, as determined by the veterinarian. Flea treatment can be dispensed if your pet has been examined by a veterinary surgeon within the past 12 months.
12.8 Once your medication has been dispensed, you will be notified when it is ready for collection. You are required to collect the medication within two (2) weeks from the date of notification. After this period, any uncollected medication will be returned to stock, and you will need to re-order the medication if you still wish to receive it.
12.9 Payment for oral liquid medication is required in full at the time you are notified that the medication is ready for collection. It is important that these medications are collected promptly upon receiving the notification. Oral liquid medications have a shelf life of 30 days from the date they are prepared. Refunds will not be issued for any oral liquid medication that is not collected within the specified time frame; as such medication cannot be reused.
12.10 Once medication has left the premises, we are unable to offer refunds, as these items cannot be resold. This policy is in place to ensure your pet’s safety, as returned medicines may have been stored improperly or tampered with. However, we are happy to safely dispose of any unused medication for you.
- WRITTEN PRESCRIPTIONS
13.1 Adhering to the protocols for written prescriptions applied from 1st August 2023. Hills will now be emailing written prescription direct to the online company. Clients will no longer be able to collect the written prescription from the surgery or receive this to their personal email addresses.
13.2 We ask clients to request a prescription from us before making any online orders. Once the request has been authorised, we will contact you to make your order with your online company as usual. Please email us at admin@hillsvets.co.uk with your order reference number, along with the place of purchase and their email address.
13.3 The costs of written prescriptions are displayed in our reception area.
- PAYMENT
14.1 All veterinary services and products will be charged according to our current price list, which may change without notice. For any questions about fees, please consult a staff member for clarification.
14.2 All fees for services, treatments, and goods must be paid in full on the day of your appointment, prior to leaving the clinic, unless a different arrangement has been mase in advance. This includes any samples collected for testing; results will be provided as soon as they are available.
14.3 If pets are admitted to the surgery, payment is due upon collection of the pets.
14.4 In the event that payment is not made on the day as agreed or agreed instalments are not completed, an invoice will be sent for the full payment to be made. Following due notice, any outstanding accounts will be forwarded to a debt collection agency. Additional charges will be added to the outstanding amount to cover the costs of this service.
14.5 Please note that emergency treatment will always be provided regardless of payment status.
14.6 Clients can settle their account by cash, cheque, debit or credit cards.
14.7 We can only accept English sterling notes when payment is made by cash.
- PET INSURANCE
15.1 Clients who have insurance coverage are responsible for settling all amounts owed to the surgery and then seeking reimbursement directly from their insurance company. Any excess fees and items not covered by insurance must be paid for at the time of service.
15.2 In exceptional cases where payment cannot be made on the day, it is necessary to obtain pre-authorization from the insurance company for any scheduled procedures. If pre-authorization is not obtained, the client will be expected to settle the account in full on the day of service.
15.3 Clients are required to notify the surgery when they intend to make a claim against their insurance company and, if necessary, leave a claim form with us. It is the client’s responsibility to complete their section of the form, including providing the policy number. Hills Veterinary Clinic will then forward any necessary information required for the claim to the insurance company.
15.4 Any insurance contract is between you and your insurer. Please make sure to review the terms and conditions of your policy.
15.5 Please be advised that an administration fee will be applied for all claims processed by the surgery. Hills Veterinary Surgery charges a fee for each new claim that is submitted to the insurance company on behalf of the client. This is clearly displayed in our reception area; £12* for claims and £6* for continuation claims.
- INABILITY TO SETTLE ACCOUNT
16.1 We kindly request clients to address any payment concerns with a staff member as soon as possible BEFORE undergoing treatment or procedures.
16.2 Instalments or partial payments of accounts can only be authorized with the explicit permission of senior staff members and must be agreed upon BEFORE the commencement of treatment.
16.3 Please note that vaccinations, flea treatments, forthcoming medications/procedures, and food purchases are not eligible for part payment or instalment terms. Failure to adhere to the agreed payment terms will result in the unpaid account being referred to a debt collection agency. Additional charges will be applied to cover the costs of this service.
16.4 Overdue accounts may be referred to the debt collection agency.
- GDPR
17.1 We comply with the Data Protection Act 2018 and will take reasonable measures to ensure your records are securely stored and used appropriately.
17.2 We require clients to confirm the accuracy of their details held in our practice management system by signing a GDPR form. This form also includes consent for receiving text/emails from Hills Veterinary Clinic and sharing information.
17.3 Occasionally, it may be necessary to share information with other veterinary professionals, referral centres, or insurance companies. Prior consent will always be obtained before sharing any information, regardless of whether a GDPR form has been obtained or not.
17.4 It is essential for clients to keep the clinic updated with any changes to their telephone numbers, address, or email addresses. This ensures effective communication and enables us to provide the best possible care for your pets.
17.5 All telephone calls to and from the surgery are recorded and used for training and monitoring purposes. By using this communication method, you are consenting to the recordings.
- OWNERSHIP OF XRAYS, ULTRASOUNDS & RECORDS
18.1 While charges are incurred by clients for services provided, it is important to note that the ownership of x-rays, ultrasounds, and medical records will remain with the surgery.
18.2 Upon request from the client, these records can be transferred to other veterinary surgeries as needed.
- ZERO TOLERANCE
19.1 All of our staff members have the right to carry out their duties without fear of encountering abuse from any client. We strive to maintain a courteous and helpful attitude in our interactions with clients. It is important to recognize that our staff may face challenging tasks and situations, and we appreciate your understanding and patience.
19.2 While we understand that clients with sick pets may sometimes act differently, we do take this into consideration when addressing misunderstandings or complaints. However, it is crucial to emphasize that Hills Veterinary Surgery maintains a zero-tolerance policy for any client who demonstrates abusive behaviour toward staff members and/or other clients. Such behaviour will not be tolerated under any circumstances.
- OUT OF HOURS
20.1 When we are closed please refer to Veteris Home Visit Vet 020 4586 1496 or Vet 24, 11 Belsize Terrace, Hampstead NW3 4AX, 020 7794 4948.
- COMPLAINTS
21.1 At Hills Veterinary Clinic, we strive to provide excellent service to our clients. If you have any issues, please direct your complaints or comments in writing to the Practice Manager at practicemanager@hillsvets.co.uk. An acknowledgment of your letter will be made initially while further investigations are conducted. We aim to provide a final response within 14 days, though this may take longer depending on staff involvement.
Reviewed & Revised 04/12/2025 P Sabino
*Payment charges and deposits are correct at time of reviewing
