Terms & Conditions
Thank you for entrusting the care and attention of your pet to Ark
Veterinary Centre. This document provides information about our Practice Terms and
Conditions. You can find our full Practice Terms and Conditions on our website at
arkveterinarypractice.co.uk, or pick up a copy in our Practice. By registering your pet/pets
with us you agree that you have read and understood our full Practice Terms and
Conditions and are happy to be bound by them, so please do ask if you require clarification of any aspect of them.
We will pass on changes in the rate of VAT. All of our prices include VAT. If the
rate of VAT changes between your order date and the date we supply the services
and/or products, we will adjust the rate of VAT that you pay, unless you have already
paid for the services and/or products in full before the change in the rate of VAT
What happens if we get the price wrong? It is always possible that, despite our
best efforts, some of the services and/or products we sell may be incorrectly priced.
Where the services’ or products’ correct price at your order date is less than our
stated price at your order date, we will charge the lower amount. If the correct price
at your order date is higher than the price stated to you, we will contact you for
your instructions before we accept your order.
When you must pay and how you must pay. We may accept payment by cash,
credit, and debit card, or, where we expressly agree in writing, by bank transfer in
full and cleared funds to a bank account nominated in writing by us. When
you must pay depends on what product you are buying:
For services, you must pay:
Before or when we provide them; or
Where we expressly agree in writing to provide an invoice in relation to the services,
following receipt of an invoice from us
For medicines and/or products containing a hygiene seal, you must pay before
or when you collect such products
For products not including medicines and/or products containing a hygiene seal,
you must pay:
Before or when you collect them; or Where we expressly agree in writing to provide an invoice in relation to the relevant
products, following receipt of an invoice from us
We can charge interest if you pay late. If you do not make any payments to us
by any invoice due date, we may charge interest to you on the overdue amount at
the rate of four percent (4%) a year above the Bank of England’s base rate (or four
percent (4%) a year for any period when that base rate is below 0%). This interest
shall accrue on a daily basis from the due date until the date of actual payment of
the overdue amount, whether before or after judgement. You must pay us interest
together with any overdue amount.
What to do if you think an invoice is wrong? If you think an invoice is wrong,
please contact us promptly to let us know. Once the dispute is resolved we may
charge you interest on correctly invoiced sums from the original due date.
INABILITY TO PAY
What if you can’t pay? If, for any reason, you are unable to pay for any services
and/or products pursuant to these terms, please discuss the matter with a member
of our team as soon as possible and before any treatment or services take place or
the collection of any products.
Direct claims. If you settle an animal insurance claim directly with your insurer,
this does not transfer liability for fees incurred to us. If at any point an insurer
refuses payment for a direct claim, you will still be fully liable to all costs incurred.
The insurance policy is a private agreement between you and your insurer. We
cannot be involved in disputes over non-payment of insurance claims. We allow
30 days from completion of an insurance claim form to receiving settlement.
Should the insurer not settle within that time period, we may still require you
to settle the outstanding fees you owe us.
It is your responsibility to check your animal’s vaccinations are up-to-date.
Whilst we may make reasonable efforts to send out reminders for vaccination, it is
your responsibility to keep your animal’s vaccinations, including those required to
obtain and/or maintain pet passports or travel documentation, up to date. If you
delay or fail to do so, and this causes us to restart a course of vaccinations, you
will be responsible for any costs that are incurred.
Our services and products. We are a provider of professional veterinary medical
services. All of our services and/or products comply with applicable laws and any
A veterinary surgeon may prescribe prescription-only medicines for animals
under their care. A prescription may not be appropriate if your animal is an inpatient
or immediate treatment is necessary. You will be informed, on request,
of the price of any prescription for medicine(s) that may be prescribed for your
animal(s) and agree to pay all such fees to us. You are requested to give us at
least three (3) business days’ notice for repeat prescriptions.
We cannot refund the cost of returned medicines. Unused medicines should be
returned to us for safe disposal and we will charge for such disposal in accordance
with our Practice Terms and Conditions.
Emergencies. We will exercise reasonable efforts to expediently meet the needs
of your animal should an emergency arise outside of the Typical Consulting Hours
that you can see within the pack. This may, where appropriate, include us sourcing
out of hours care from third parties. Where out of hours services are provided by a
third party, those services will be subject to separate terms between you and that
If you require veterinary assistance or guidance outside of our Typical Consulting
Hours, call us and you will be directed to our Out of Hours services. Where we
provide any Out of Hours services, you agree to pay us the relevant Out of Hours
Initial Consultation Fee and applicable Visit Fee and/or surcharge mentioned at the
beginning of these terms (including those calculated at the Out of Hours Hourly
Rate). Additional charges will be incurred in respect of any further treatment.
OWNERSHIP OF RECORDS
Records. We may carry out investigations on your animal. If we do so we will
own the resulting records at all times. You may view your animal’s clinical notes on
request, and will be charged accordingly. Copies of our records may be passed on,
by request, to another veterinary surgeon should the need arise.
COMPLAINTS AND STANDARDS
If you want to make a complaint. We hope to ensure that you never have
recourse to complain about the standards of service you receive from us. However,
if there is something you wish to raise, please contact a member of our team, who
will address your concerns and escalate it internally as is appropriate. If you are not
satisfied with the outcome of this process you should direct your comments within
twenty-eight (28) days in writing, to the address indicated on our website. An
acknowledgment will be sent by return and then a period will elapse while the
case is investigated, and reports are collated from our team members involved. A
reply in writing will follow, usually within ten (10) days, although the period may be
longer if our manager or the team members involved are temporarily unavailable
Standards. We will not tolerate any aggressive or abusive behaviour towards
any team member, consultant, student, other contractor or individual, or any of
our clients, whether at our premises during a site visit, online, on social media,
Please note this document is provided for information purposes only. It does
not form the basis of any contract between you and us. For our full Practice Terms
and Conditions please go to our website at: shipstonvets.co.uk, or pick up a copy
in our Practice.