Terms & Conditions
Terms and Conditions
Orchard View Vets Ltd is committed to providing the highest possible standard of care and attention to our patients and their owners.
Thank you for trusting us to care for your pet. To assist us in providing this service, our Practice Terms and Conditions are shown below.
If any points are unclear, please ask a member of our team.
Fees:
All fees are subject to VAT at the current rate, and are determined by the time spent on a case, and according to the drugs, materials, consumables and diets used. A detailed invoice is provided for every consultation, procedure or transaction.
Full payment is required at the time of consultation, or, if the pet is admitted, when he or she is collected. You are liable for any fees incurred in the investigation, diagnosis and treatment of your pet even if your pet has been brought to us on your behalf by a third party.
Estimates:
Written estimates can be provided on request, and remain valid for a period of one month, but please bear in mind that any estimate given can only be approximate as often a pet’s illness may not follow a conventional course.
We will always endeavour to contact you if we believe this estimate is likely to be exceeded. However, there may be circumstances when immediate treatment is required to prevent pain and suffering for your pet and as such we cannot guarantee the estimate will be the total final cost.
Payment for services may be made with:
Credit/Debit Card – Maestro, MasterCard, and Visa in the clinic
Direct debit for Orchard View Family Membership Plan
Cash
Settlement terms:
If for any reason your account has not been settled as specified, we will initially send reminders to do so. Outstanding balances remaining unpaid without agreement after 21 days will incur an administrative charge of £40.
If the account remains unpaid, it will be sent to a debt recovery agency who will apply additional charges plus statutory interest. Full details are available on request.
Pet Insurance:
Pet People recommends the principle of veterinary insurance to protect against the unexpected fees incurred following illness or accident.
It is your responsibility to settle your account with us and then reclaim the fees from your insurance company. We will do our best to process the insurance claims as soon as possible to minimise any inconvenience. There will be an administrative fee for the completion of any forms by Pet People to facilitate your claim, whether this form is online or on paper.
In exceptional circumstances we offer direct insurance claims, for which there is a separate administration charge. Prior to this we will require a completed claim form and proof of insurance, including confirmation about exclusions and the policy excess. This excess, plus a direct claim administration fee, will need to be paid in full at the time. We will endeavour to process any completed claim forms within one working day of their receipt by the practice.
Client Confidentiality:
All information relating to both client and patient is held in confidence and in line with the Data Protection Acts and will not be disclosed except under the following circumstances.
Where a client provides a confirmed request in writing.
Where another Veterinary Surgeon requests this in order to continue the patients care.
To a court or agent of Orchard View Vets Ltd as part of a legal process.
Where Orchard View Vets use outsource reminder services for treatments, vaccinations or medication reminders.
Ownership of Records:
Case records and similar documents are the property of, and retained by, Orchard View Vets Ltd Copies, with a summary of the clinical history, may be passed on to another Veterinary Surgeon taking over the case upon request, or at the request of your insurance company.
Ownership of Radiographs and Similar Records:
The care given to your pet may involve making some specific investigations, for example, taking x-rays, or performing ultrasound scans. Although we make a charge for performing these investigations, and interpreting their results, ownership of the resulting record, for example, an x-ray radiograph, remains with the practice.
Patient Photographs:
Photographs of your pet or their conditions may sometimes be used for educational or marketing purposes. Please let us know if you would prefer this not to happen.
Medications and Prescriptions:
You may obtain Prescription Only Medicines, category V (POM-V) directly from Orchard View Vets OR ask for a written prescription and obtain these medicines from another veterinary surgeon or pharmacy.
A written prescription may not be appropriate if your pet is an in-patient or immediate treatment is necessary. There is a charge for each written prescription, which may be required if requesting multiple medications. You will be informed, upon request, of the price of any medicine that may be dispensed for your pet.
Orchard View Vets Veterinary Surgeons may only prescribe POM-V medications or other medications for animals under their care. For animals with an ongoing disease condition we class "under their care" as having been seen within the last three to six months depending on the disease being treated and the medication being administered.
A standard consultation charge will be applied for each re-examination under such circumstances.
Use of Unlicensed Medications:
In certain cases, we may decide that the best treatment for your pet involves prescribing medication outside of the data sheet recommendations (ie ‘off label’) or a specially prepared unauthorised medicine, or a medicine imported from another country under a Special Treatment Authorisation. In accepting the treatment of your pet at Smart Vet Ltd. T/A Pet People, you accept that there may be risks and side effects associated with such treatments.
Referrals and Second Opinions:
We are committed to providing your pet with the highest quality of care so should you want a second opinion from either another vet within the practice or at another practice we are happy to facilitate the transfer of your pet's care.
Should a clinical presentation require specialist investigations and treatments, we will discuss with you referral to a specialist centre of your choice.
Opening Hours:
Orchard View Vet’s opening hours and consulting times are published online on our website www.orchardviewvets.co.uk and may vary from time to time.
Outside these hours an emergency service operates, in line with the Royal College of Veterinary Surgeons guidelines. Details can be found on our website under Emergencies page
Additional fees are charged by the out of hours provider for the provision of this exceptional service and estimates of these can be given at the time when the service is required.
Use of audio recording
We use AI-powered audio and transcription tools to assist with recording and documenting your consultation. This helps us ensure accuracy and improve the quality of our services. Transcriptions are used to capture key details of our discussion for record-keeping, service improvement, and ensuring continuity of care. By agreeing to our Terms and Conditions, you consent to your consultation being recorded and transcribed using AI technology, which may process personal data you share during the session. All audio files and transcriptions are securely stored and only accessible to authorised personnel. We comply with applicable data protection laws, including UK GDPR. Our transcription service is provided by Lupa Pets LTD, which processes data in accordance with strict confidentiality and data protection standards. If you do not wish your consultation to be recorded and transcribed, please inform us in advance so we can make alternative arrangements. Transcriptions will be retained indefinitely, and audio files are stored for 6 months in line with our data retention policy and then securely deleted. You have the right to access, correct, or request deletion of your audio and transcription record. Please contact us at reception@orchardviewvets.co.uk for any such requests.
Feedback and Complaints:
We are fully committed to providing your pet with exceptional care and providing you with excellent service but understand at times we do not always reach the high standards we set ourselves. We therefore always appreciate any feedback so if you have any concerns, please do not hesitate to speak to any member of the team or email us on reception@orchardviewvets.co.uk
Other:
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing, and signed by the Practice Principal. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.