At Oxford House Veterinary Clinic we set out to provide the very highest standards of veterinary care.

These terms and conditions set out:

• Your legal rights and responsibilities
• The legal rights and responsibilities of the practice
• Certain key information required by law

These terms and conditions shall apply to the supply of all veterinary services and products to you to the exclusion of all other terms and conditions.

1. Clinic Opening Times

1.1 The Clinic opening times can be found on our website at https://oxfordhousevets.co.uk

1.2 We do not currently operate an out of hours emergency hospital service. However, we do have an out of hours provider; Valley Veterinary Hospital

2. In-care patient procedures

2.1 Our Veterinary Surgeons and Registered Veterinary Nurses are all qualified and carry out the care of your pet in line with their relevant RCVS code of conduct. Whilst your pet is in our care, we aim to provide a high standard of care following RCVS guidance. Please note that we train student nurses, therefore some consultations, treatments, or procedures may be carried out by a student nurse under close supervision and guidance of our qualified Veterinary Surgeon, in line with the requirements of the RCVS.

2.2 The Supply of veterinary services will normally be agreed with you following an initial consultation in advance of further treatment. You may request an estimate and where possible one will be provided. In an emergency, the Veterinary Surgeon can provide veterinary services which are deemed reasonably necessary, in the professional judgment of the veterinary surgeon involved, without first agreeing a treatment plan or cost.

2.3 Any estimate given can be subject to amendment. The changes will depend upon a range of factors including, but not limited to, complications during treatment. Patient response and any supplemental treatment(s) which may become necessary. If the original estimate looks as if it will be exceeded, then we will aim to discuss any increased fees with you except in the event of an emergency and at the professional discretion of the relevant veterinary surgeon acting in the best interest of your pet.

3. Supply of Products

3.1 In the event of any defect or failure in any retail or similar product supplied by Oxford House Veterinary Clinic, the liability to you shall be restricted to replacing the product or refunding the price paid by you for the product.

3.2 You agree that all products must only be used in accordance with the instructions supplied with them or issued verbally by the veterinary surgeon or other member of staff providing the product. If you have any questions or concerns regarding the use of any product, you should consult the veterinary surgeon or other relevant clinical staff for clarification.

3.3 Written prescriptions can be ordered from the clinic. Charges will apply for prescriptions, repeat prescriptions, and any assessment required in re-examining your pet for a new or repeat prescription. These charges will be confirmed by the Clinic. Where a repeat prescription is requested the clinic will require reasonable notice.

3.4 Please note that Oxford House Veterinary Clinic will not offer any refunds for returns of any prescriptions or non-prescription drugs as we are not able to re-sell these and must dispose of them under current disposal of medication regulations. If you would like to return them to the Clinic for disposal of the surplus medication we would be happy to assist.

4. Procedures for second opinions and referrals

4.1 Where your vet advises that your pet should be seen at a referral center or another veterinary practice, or if you decide that you wish for your pet to be seen for a second opinion, consent will be required to enable us to release your pet’s clinical records to the new hospital or clinic and support a smooth transition for veterinary care of your pet.

4.2 We understand that there may be emergency circumstances where this may not be appropriate. In some emergency situations, we are therefore able to accept verbal instructions in place of a signed third party consent form from the registered owner of the pet only. Please note that the acceptance of verbal instructions will be at the discretion of the individual clinic; we cannot guarantee that verbal instructions will be accepted.

4.3 We reserve the right to decline veterinary service and products at our discretion.

4.4 You are free at all times at your own cost and subject to the payment obligations in these terms and conditions, to seek a second opinion.

5. Out of Hours emergency services

5.1 Our out of hours provider is Valley Veterinary Hospital. They cover any times when we are not open and Thursday’s where we provide nurse only care and emergency triage services.

5.2 All Out of hours fees are to be paid to Valley Veterinary Hospital, unless otherwise agreed.

6. Fees

6.1 Our prices are subject to review without prior notice. If you require more information on prices of standard procedures or estimates for non-standard procedures, please contact us directly.

6.2 You will be required to pay for any treatment on the day which they are carried out, or may be asked to make prepayment or deposit in advance. All invoices must be settled in full on receipt of the invoice. A delay to full payment foryour pet’s treatment may be agreed for such a reasonable period as the Clinic may determine, but you still remain liable in full for all invoices and all sums at the end of this extended payment period, and Oxford House Veterinary Clinic is under no obligation to offer this.

6.3 Should you have insurance in place, your clinic may be able, subject to eligibility under your policy and pre-authorization, and subject to approval from Oxford House Veterinary Clinic, to make a claim and accept payment directly from your pet insurers in the first instance (“direct insurance claim”). In this instance, you will be required to pay the excess along with any co-payments and any amounts which fall outside of the insurance scope to your clinic on the day. Your insurer will then pay the rest through the direct insurance claim. Please always check your policy documents for full details of your cover, as you may be liable to pay other amounts, e.g., excess or amounts not covered by your policy. In addition, your clinic may, at their discretion, charge an administration fee for processing any direct and indirect claims with your insurer.

6.4 Should your insurer refuse your claim, or in instances where there is no response from the insurer within 28 days, or where the insurer incorrectly pays you directly, you will remain liable for all costs incurred. You will be informed of this, and you will have to settle the outstanding amount in line with the normal payment procedures.

6.5 If you do wish to make a direct insurance claim, you must let the clinic know prior to any treatment. Should you not inform the practice, then you will become liable for the fees following treatment and in accordance with the normal payment procedures, this will need to be settled at the time of treatment. The insurance claim will then need to be made with the insurance provider paying you directly.

6.6 Where any payment remains outstanding for over 28 days, we reserve the right to pursue standard debt collection processes, including instructions to debt collectors.

6.7 In the event that any invoice or other sum owed by you is not paid when due, then, without prejudice to any other remedies available, the clinic may at the time;

1. Stop any non-critical treatments or the provision of non-critical medicines (or such other goods as we deem appropriate and of a non-critical nature)
2. Add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees)

6.8 At the clinic's discretion, a client may be required to pay up front or on account for services and goods (including medicines).

6.9 To secure booking, you may be required to make a pre-payment which may include an amount that will be treated as a deposit for the appointment, consultation, surgical procedure, or other such fee. Where pre-payment is required, your booking will not be confirmed until payment is received. The payment will be taken at the time of booking the appointment either in the clinic, on the telephone by card, or via a digital payment link. Once the booking is confirmed, a receipt will be sent to you via email. The deposit element of the payment will be non-refundable.

6.10 In order to have the deposit refunded or reallocated to an alternative appointment, you are required to give 48 hours' notice of cancellation.

6.11 You will not be entitled to a refund of the deposit or be able to transfer the deposit to another appointment if you fail to attend the original or re-booked appointment or if you fail to provide the required notice as set out above. If we need to cancel or rearrange your appointment, the deposit will be reallocated or refunded as appropriate.

6.12 Your practice reserves the right to charge a set fee for missed appointments.

6.13 If you are unable to pay for veterinary services, then the practice will only be obliged to fulfil the minimum legal responsibilities and professional obligations in respect of your pet.

7. Complaints handling procedure

7.1 We hope that you never have to lodge a complaint about the service or care that your pet receives. We welcome feedback from our clients about the service they receive, whether this is positive or negative, and therefore any comments you have are appreciated. Your comments help us to continually work to improve the client experience and service you receive.

7.2 If you have any comments or feedback, the best place to start is with your Vet or the practice manager. If you are raising a complaint, then this should be put in writing and sent by email to enquiries@oxfordhousevets.co.uk where it will be promptly dealt with by the practice manager. Please pass along all details and evidence in the email or letter. We will aim to respond to acknowledge your complaint within 5 days and will respond within 2 weeks following an investigation.

Unacceptable Behavior

7.3 The relationship between the client and the veterinary practice must be built on mutual trust and respect. We expect all of our clients to treat every member of our practices with courtesy and respect. We do not tolerate rude or abusive behavior of any kind or degree towards our team. Such behavior directed to our teams may result in withdrawal of services. All incidents or aggression, threatening, and/or physical violence will be reported to the police.

8. Information

8.1 You will be required to provide the following information when registering your pet:

• Full Name
• Telephone number
• Email
• Address
• Pet’s name
• Species
• Breed
• Pet Date of Birth

8.2 This information will be kept on record in accordance with our privacy policy and all other relevant data protection legislation.

8.3 We will use the personal information you provide to;

1. Provide veterinary services and products
2. Process your payments
3. Inform you about the products and services this we or selected third parties provide, but you may stop receiving these at any time by contacting us.

8.4 Should you have any questions or concerns about our use of your personal information, please contact our Data Protection Officer at the following address: enquiries@oxfordhousevets.co.uk

8.5 Our privacy policy is available here: Privacy Policy (oxfordhousevets.co.uk)

9. Consent and instruction by agent

9.1 If you wish for someone else (as an authorized agent) to present your pet for consultation or treatment or to pick up your pet or a prescription for your pet on your behalf, then please let us know at the clinic. You will also need to confirm whether you are happy for us to discuss details in relation to your pet’s treatment with this person.

10. Moving

10.1 Please let us know if you move. If you are moving and wish to move to a closer proximity veterinary clinic, then please give us a call to request your history.

10.2 If you are a member of the Pet Health Plan, then it is your responsibility to let us or Premier Vet Alliance know. We cannot accept any responsibility for missed flea and worm deliveries and will not be able to replace any missed products.

11. Liability

11.1 Each Practice carries professional indemnity insurance. The clinic will supply veterinary services and products to you on the basis that the liability of the clinic for any loss, claim, cost, or expense arising out of the supply shall be limited to a maximum of the insured sum.

11.2 Please note that each clinic is regulated by the Royal College of Veterinary Surgeons.

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