Terms & Conditions


All fees, diet & 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 use.  Details of our fees are available on request and a detailed invoice is 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.  Payments 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 your debt.  Any cheque that you issue which is returned unpaid, any credit card payment not honoured, 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 make 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 the Practice Manager.  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 & conditions you give Potton vets permission to transfer your animal’s clinical notes – which may include personal details – to vets taking over your animal’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 pervious vets 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 the property of Potton Vets


Medicines supply

We can only supply prescription medication to registered clients with animals under our care.  To continue to receive prescription medicines, your pet must have regular rechecks every 3-12 months, depending on the patients needs.  We require at least 48 hours’ notice for a repeat prescription.  Once medication is purchased and left the practice, it cannot be returned for a 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 checks every 3-12 months depending on the patients 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 anonymized clinical information about cases in online and printed media to demonstrate conditions and treatment/preventative options.  By acknowledging these terms & 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 all telephone calls are 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.


Data Protection Act

We may obtain, use, process and disclose personal data about you in order that we may discharge our duties as your veterinary surgeon under these standard terms of business, and for other related purposes including updating and enhancing client records, analysis for management purposes and statutory returns, crime prevention and legal and regulatory compliance.  You have a right of access, under data protection legislation, to the personal data that we hold about you.  We confirm that when processing data on your behalf we will comply with the Data Protection Act 1988.  For the purposes of the Data Protection Act 1988, the data controller in relation to personal data supplied about you is the Practice Manager.