T&Cs
Heath Veterinary Clinic
Terms and Conditions of Business
This page details our practice terms and conditions. Some aspects of the terms may not be relevant to you, but we request that you ask for further explanation/clarification if required. Should you not agree to any of these terms and conditions, please let the veterinary surgeon know.
Our number one priority is the health and welfare of your pets. We have Practice policies that have been developed to give your pet optimum care whilst complying with the codes of practice from the Royal College of Veterinary Surgeons, the Veterinary Medicines Directorate, the Health and Safety Executive, Environmental Health and the Financial Services Authority.
Heath Vets are proud to be a registered training practice for both Veterinary Surgeons and Nurses. Learners are involved in the care of animals. If you wish to opt out of this, please provide written confirmation to info@heathvets.com.
Opening times
| Monday – Friday | 8:00 AM – 6:30 PM |
| Saturday | 8:00 AM – 3:30 PM |
| Sunday | Closed |
Consultations and Operations
We consult throughout the day on weekdays and Saturdays, and surgery is typically performed between 8:00 am and 4:00 pm, depending on the availability of our veterinary team and patient requirements.
Fees
In the absence of a pet NHS, our services are reliant on the fees paid by our clients to fund services, facilities, drugs and the expertise of our team, which gives us the ability to offer your pets the best possible care. The ethos of the practice is to charge fairly, consistently and openly.
All fees, food and drugs are subject to VAT. Fee levels are determined by the length of time spent on a case and consider the expertise of our team, drugs, materials and consumables used.
We aim to provide each client with a written estimate as to the probable costs of a surgical procedure or course of treatment. Please bear in mind that any estimate given can only be approximate. We will always endeavour to keep you informed of any changes that may lead to additional costs, at the earliest opportunity. Our standard Consultation Fee is £60.00.
Payment
Payment is expected at the time of consultation, on the collection of medication/diets or prior to the discharge of your pet.
We accept payment by bacs, PetsApp, cash, credit or debit card. Any credit card payment not honoured and any cash tendered found to be counterfeit will result in the account being restored to the original sum, with further charges added to cover our bank charges and administration costs.
We understand that treatment of your pet may incur costs that you had not budgeted for. If, for any reason, you are struggling to settle your account as specified, we ask you to discuss the matter as soon as possible with the Practice Manager. Please note instalments or part payments of any account may ONLY be sanctioned with the express permission of the Practice Director or Practice Manager.
We reserve the right to refuse any treatment other than emergency first aid to animals belonging to clients with long term outstanding accounts. Clients may be refused all treatment and asked to register with another veterinary practice after appropriate notice has been given.
If accounts remain unpaid despite repeated and documented attempts to contact the client, the matter may be referred for legal recovery through the County Court with further charges added to cover administration costs.
Microchipping
In line with UK legislation all domestic dogs and cats must be microchipped. Owners are legally obliged to ensure that their contact details linked to the microchip database remain accurate and up to date. It is the client’s responsibility to comply with these legal requirements. Our practice offers microchipping services using compliant, ISO-standard microchips. We strongly advise clients to ensure their pet’s microchip registration details are up to date to ensure they remain contactable should their pet go missing.
In-Patient Care
If your pet must stay in overnight with us, regular checks will be made by one of our veterinary surgeons or nursing team. The frequency of these checks is determined by your pet’s needs. As a minimum a check will be made last thing at night and first thing in the morning, but we may visit several times during the night should the vet in charge of the case decide it is necessary. If it is deemed necessary that constant monitoring is required we can arrange to stay with your pet or may transfer them to PETS (Priory Emergency Treatment Service) where a dedicated night team will be on hand at all times. No pet will be transferred without prior permission from the owner.
Out of Hours Service
Your pet’s health is important to us 24 hours a day, 365 days a year. We appreciate that they may need help outside of our normal surgery hours. Because of this we have ensured that the out of hours service we offer is easily accessible and expertly equipped, so there is one less thing to worry about in an emergency.
Members of our HeathCare Plan have access to Vidivet – if you’re not sure what to do or whether your pet requires emergency treatment you can send your query to a vet on the VidiVet app and get a personalised video response direct to your phone.
Pets Emergency Treatment Service (PETS) are a dedicated veterinary emergency service. They have a team of night vets and nurses who are able to provide round the clock care for your pet, should an emergency arise.
PETS can be found at: New Priory Veterinary Practice, The Deneway, London Road, Brighton, BN1 8QR
The fee for an Initial consultation at PETS varies depending on the time of the appointment. Consultations held between 6:00 pm and 10:00 pm are charged at £223.96; those conducted between 10:00 pm and 8:00 am incur a fee of £271.11. Consultations during weekends and bank holidays, between 8:00 am and 6:00 pm, are priced at £206.53. Please note that these prices are accurate as of June 2025.
Client Responsibility
Clients are expected to provide accurate and complete information regarding their pet’s health history, symptoms, behaviour, and any previous treatments to enable appropriate clinical assessment and care.
Zero Tolerance Policy
We are committed to providing a safe, respectful, and professional environment for all clients, patients, and team members. We operate a strict Zero Tolerance Policy towards any form of abusive, aggressive, or inappropriate behaviour. This includes verbal threats, shouting, swearing, physical intimidation, discriminatory language, or any behaviour that may cause mental, emotional, or physical harm to our team. Such actions may result in immediate termination of services and, if necessary, reporting to the appropriate authorities.
We understand that veterinary visits can be stressful, particularly during emergencies or difficult decisions, and we are here to support you with compassion and professionalism. However, we ask that this courtesy is reciprocated. Respectful communication helps us provide the best possible care to you and your pet.
Prescriptions
All the medication that our vets prescribe can be dispensed directly from our surgeries at the time of your appointment in accordance with the Royal College of Veterinary Surgeons and Veterinary Medicines Directorate guidelines. All Prescription Only Medicines (POM-V) are dispensed with the authority of the vet treating your pet. Further information on the prices of medications is available on request.
Written prescriptions can also be provided upon request. Written prescriptions are subject to a £20.00 fee, which covers the professional service of the veterinary surgeon authorising the medication, advising on appropriate dosage, and maintaining accurate pharmacy records as required by law. Please note that prescriptions can only be issued for animals under our care following a clinical assessment, and may not be appropriate for in-patients or cases requiring immediate treatment.
Long-Term Medication
For those pets on long-term medication, we have a repeat prescription service, which lets you re-order medication or written prescriptions over the phone.
All medications prescribed by our veterinary surgeons are dispensed in accordance with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct and the Veterinary Medicines Directorate guidelines.
To comply with the RCVS best practice guidelines, we must see your pet every six months (or more frequently if the specific medication requires it) for an examination and to ensure we carry out any diagnostic tests to monitor the efficacy and/or side effects of the drug. The standard charge for re-examination is £60.00.
There are instances where flea and worm medication or POM-V medication used for preventative healthcare may also require your pet’s health to be checked annually before it can be dispensed.
For further information about medication prices or repeat prescription procedures, please contact our team.
Medication posted to clients will be sent by recorded delivery and subject to a post and packing charge which will be payable when the drugs are ordered.
Pet Health Insurance
We strongly support the principle of insuring your pets against illness or accidents. We understand that pet insurance can be complex, and the claims process may sometimes feel overwhelming. We are happy to assist you with the insurance process for routine claims.
We would ask all clients to settle your account and then reclaim the fees from your insurance company. Please supply us with an insurance claim form or online portal details and we will endeavour to complete this within 10 working days. There is a charge of £10.00 for the completion of Insurance forms (inclusive for HeathCare Plan members).
Where large unexpected claims are incurred we may be able to claim our fees direct from your insurance company. These are not the standard procedure and must be discussed and authorised by a member of the Management Team prior to treatment. Direct Claims are generally reserved for treatments estimated over £500 or emergency cases, and require a signed Direct Claim Agreement before proceeding.
Please note that payment of your policy excess and any co-payment is required on the day of treatment, and a £25 administration fee applies per direct claim processed.
As an independent veterinary practice, we have no affiliation with insurance companies and do not have access to or influence over your policy terms or claim decisions. While we assist in submitting claims and providing documentation for routine claims, managing and interpreting your insurance policy remains your responsibility. Due to data protection regulations, our ability to discuss your policy details with insurers is limited. Should you have any questions or need assistance with your insurance claim, please contact us at insurance@heathvets.com.
Ownership of Case Records, Radiographs and Similar Documents
Case records including radiographs and other similar documents remain the property of and will be retained by Heath Veterinary Clinic. Records can be copied and on request, forwarded to another veterinary surgeon taking over the case.
We have controls in place to deal with personal details and client records in accordance with the Data Protection Act.
Second Opinions and Referrals
You may request a second opinion for your pet. This can be arranged with an alternative veterinary surgeon at Heath Veterinary Clinic or you may wish to attend a different practice. Please request that your chosen practice contacts us and we shall arrange for your pets clinical history to be forwarded to them.
Your pet may require specialist treatment which is outside of our skills set. We have a selection of Veterinary Specialist which are able to come to our practice for referral appointments so that you and your pet do not have to travel. Alternatively more specialist equipment may be required in which case we can arrange for a referral. There is an administration fee of £30. We will liaise with you and the referral practice to ensure that all relevant histories are transferred.
Complaints
At Heath Veterinary Clinic, we are committed to delivering the highest standard of care and service to our clients and their pets. However, if you are ever dissatisfied with any aspect of the service you receive, we encourage you to let us know as soon as possible so we can address your concerns promptly and appropriately. Complaints can be made in person, by phone, by email, or in writing. Please direct written complaints to the Practice Director, Sarah Solomon info@heathvets.com.
All complaints are acknowledged and handled in line with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct and relevant UK legislation. Depending on the nature of the complaint, it will be reviewed by the appropriate member of our management team or escalated to the Practice Owner. Dependent on the nature of the concern, we will aim to respond to complaints requiring clarification within 10 working days.
If the matter cannot be resolved internally to your satisfaction, you may seek support from the Veterinary Client Mediation Service (VCMS), a free and independent service, or the RCVS for issues relating to professional conduct.
Feedback
We welcome your feedback on any of our services at any time, if you feel that any aspect of the Practice could be improved or we have exceeded your expectations, please speak to or email our Practice Director, Sarah Solomon info@heathvets.com.
Use of Images
From time to time we may take images of your pet. These may form part of their clinical records. We may wish to use these images on our Social media pages to highlight veterinary issues and or market the practice. We will consult you in advance to obtain permission before publishing such images.
Immunosupressed Owners
If you, or anyone who has regular close contact with your pet, becomes immunosuppressed due to medical treatment, illness, or a health condition, it is essential that you inform your veterinary surgeon as soon as possible. Certain medications, including those used to treat parasitic infections or manage chronic conditions, may carry a risk of zoonotic transmission or require specific handling precautions in households with immunocompromised individuals. Your veterinary surgeon can review your pet’s treatment regime to ensure it remains safe and appropriate for all members of your household, and advise on any additional hygiene measures or adjustments to care.
Data Protection
We take your privacy and the security of your personal information seriously. All client data is handled in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We only collect and process personal information that is necessary for the provision of veterinary services, the management of your pet’s care, and the administration of your account. Your data is stored securely and will not be shared with third parties without your explicit consent, except where required by law or to facilitate essential veterinary services such as referrals, laboratory testing, or insurance claims. We are committed to maintaining confidentiality, as outlined by the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct, and have robust procedures in place to protect against unauthorised access, loss, or misuse of your information. You have the right to access, correct, or request deletion of your personal data at any time by contacting the practice directly.
Use of CCTV and AI
In the interest of maintaining a safe, secure, and transparent environment for clients, patients, and team, the practice operates a comprehensive CCTV system throughout the premises. This system includes both visual and audio recording capabilities. All CCTV footage is securely stored and monitored in accordance with applicable data protection legislation. Access to CCTV recordings or images is strictly limited to authorised personnel and will not be disclosed, transferred, or shared with any third party, unless required by law. Requests for access made by police or other lawful authorities will be reviewed and processed in compliance with legal obligations and relevant regulatory frameworks.
The practice may utilise Artificial Intelligence (AI) technology in the form of dictation and transcription services during clinical consultations. This is used to enhance the accuracy and efficiency of clinical note-keeping. The use of such tools may vary depending on the nature and complexity of the case. All transcriptions are treated as confidential clinical records and are stored securely. As with CCTV footage, transcription data will not be accessed, disclosed, or transferred to any third party unless required by law.
The practice is committed to ensuring that all use of technology, including CCTV and AI, is conducted responsibly and ethically, in line with the RCVS Code of Professional Conduct and relevant data protection laws.
Variation of Terms
We reserve the right to revise or amend these Terms and Conditions at any time in order to reflect changes in regulatory requirements, clinical standards, or business operations. Any such updates will be made in accordance with relevant legislation and in line with the professional and ethical guidance set out by the Royal College of Veterinary Surgeons (RCVS). Where changes are significant and may affect the services we provide or your rights as a client, we will take reasonable steps to notify you, such as through updates on our website, written communication, or at the time of your next appointment. Continued use of our services following any changes constitutes acceptance of the revised Terms.