Terms & Conditions


All fees, diet and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on the case and according to medication, materials, consumables and diets used. Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request.


Estimates of treatment costs

We will, upon request, be pleased to provide an estimate as to the probable costs of treatment. Please bear in mind that any estimate given can only be approximate as sometimes an animal’s treatment may not follow a conventional course.


Method of payment

Accounts are due for settlement in full at the end of the consultation, the discharge of your pet or upon collection of medication/diets. Your invoice may be settled using: Cash, Debit/credit card – Switch/Maestro, Solo, Delta, Mastercard or Visa. Settlement terms All invoices are to be settled at the end of the consultation, the discharge of your pet or upon collection of medication/diets. Payment for special orders must be paid at the time the order is placed. If there is an outstanding invoice, reminders will be sent which will incur administrative costs for which you will remain liable. Overdue accounts, after due notice, will be referred to our Debt Collection Agency or the County Courts if satisfactory repayment arrangements have not been made with us. On being handed over to the debt collector, 25% will be added to the outstanding balance to cover the debt collectors fee and other costs associated with collection of outstanding debt.

You will remain liable for these and all other costs associated with collection of your debt.

Any cheque which you issue which is returned unpaid, any credit card payment not honored and any cash tendered that is found to be counterfeit will result in your balance being restored to the original sum together with any fees incurred in the process.


Pet health insurance

While it is your responsibility to settle your account with us and then reclaim the fees from your insurance company, we are happy to assist you with this. In rare cases we may, at our discretion, be able to obtain settlement of your fees directly from the insurance company once you have paid the excess.

You will remain responsible for any amount not paid by the insurance company, for whatever reason. There is a fee for direct claims. There are some insurance companies from which we will not make direct claims.


Home visits

We are happy to provide home visits during normal working hours and by prior arrangement only. There is an additional fee for home visits.



Whilst we hope that our service does not give you cause for complaint, if there is something you wish to bring to our attention, please contact one of the directors. If your complaint can be resolved immediately we will do so otherwise your complaint will be acknowledged and the incident investigated. You will be contacted within 7-10 days.



We are always striving to improve the service we provide and any comments, positive or negative, will be gratefully received. If you are unhappy with any aspect of your visit – please let us know. We always value your feedback.


Ownership of records

Case records are the property of and will be retained by Potton Vets. By acknowledging these Terms and Conditions you give Potton Vets permission to transfer your pet’s clinical notes – which may include personal details – to vets taking over your pet’s care, insurance companies so they can process insurance claims and other regulatory bodies. Potton Vets will request a copy of your pet’s clinical records from your previous vet when an animal first registers.

Even though a charge may be made for carrying out an investigation and interpreting the results, ownership of the resulting records (e.g. x-ray, ecg, ultrasound), remains with Potton Vets.


Medicines supply

We can only supply prescription medications to registered clients with animals under our care. To continue to receive prescription medicines, your pet must have regular rechecks, every 3 to 12 months, depending on the patient’s needs. We require at least 48 hours notice for a repeat prescription. Once medication has been purchased and left the practice premises, it cannot be returned for refund. We can, however, safely dispose of any unwanted medication for you, if required.

A written prescription for medication is available on request. 48 hours notice is required for written prescriptions and your pet must still have regular rechecks every 3 to 12 months depending on the patient’s needs. There is a charge (equivalent to 5 minutes time) made for issuing written prescriptions.


Use of images/clinical information

We may use images and/or anonymised clinical information about cases in online and printed media to demonstrate conditions and treatment/preventative options. By acknowledging these Terms and Conditions you give Potton Vets permission for using these. Contact Potton vets if you wish to withdraw this permission.


Security and training

For security, staff training and the prevention and detection of crime, CCTV is in operation and telephone calls may be recorded.


Variation in Terms and Conditions of Business

No addition or variation of these conditions will bind the practice unless specifically agreed in writing by the director. Additionally, no agent or person employed by or under contract with the practice has the authority to alter or vary these terms and conditions in any way.