Registration and Contact Details

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Registration is essential for accurate record-keeping and can be completed in person at the practice or online through our website booking process, including an initial consultation to establish a baseline for your pet's health. This helps us build a strong, trust-based relationship and set up any repeat prescriptions or parasite control as needed.

We will periodically ask you to confirm or update your registration and contact details. Please inform us promptly of any changes to ensure you receive appointment reminders, treatment updates, and important communications. All calls (incoming and outgoing) may be recorded for training and monitoring purposes.

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Consent

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In line with the RCVS Code of Professional Conduct, we require signed consent for:

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• All procedures involving admission to the clinic.

• Use of medications in species or conditions for which they are unlicensed (off-label use).

• Permission to euthanase your pet.

 

For off-label use, imported medications, or specially prepared unauthorised treatments, we will discuss potential risks and side effects. By accepting treatment, you acknowledge these may apply to provide the best care where standard options are unavailable.

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Data Protection

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Heartwood Vets takes your privacy seriously and complies fully with the UK Data Protection Act 2018 and UK GDPR. We use your personal information solely to manage your pet's healthcare, including liaising with you, regulatory bodies for fraud prevention or legal compliance, and third parties (e.g., insurers or referral vets) with your permission. We may occasionally contact you about products relevant to your pet's welfare.

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For full details, please refer to our Privacy Policy on our website. If you have questions, please contact us in writing.

 

Legislation Relating to Veterinary Care

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We provide services in accordance with the RCVS Code of Professional Conduct and Practice Standards Scheme (PSS) for small animal practices. Guidelines are available at www.rcvs.org.uk. We comply with the Veterinary Medicines Regulations 2015 (as amended by the Veterinary Medicines (Amendment etc.) Regulations 2024), which govern the supply, use and advertising of veterinary medicines. 

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Veterinary surgeons can only advise, diagnose, and prescribe for pets 'under their care', which requires a physical examination (except for long-term repeat prescriptions authorised by a vet). Repeat prescriptions must be authorised by a vet, with examination frequency determined professionally (typically every 6 months for most medications, or 12 months for parasite treatments).  RCVS guidance requires a physical examination for every prescription of antibiotics, antifungals, antivirals, parasiticides (including topical), and controlled drugs to promote responsible use and combat antimicrobial resistance. 

 

Supply of Medicines and Prescriptions

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We offer to supply most prescribed veterinary medicines directly. Alternatively, you may request a written prescription to obtain prescription-only medicines from another veterinary surgeon or pharmacy. We charge a fee for written prescriptions which is set in line with the RCVS Guidelines and reflects administrative costs. Prescriptions are valid for up to 6 months from the date of issue, with quantities at the prescribing vet's discretion based on your pet's condition.

 

A physical examination is required for each new prescription of certain medications (as per RCVS guidance). For repeat prescriptions, allow 24-48 hours' notice; urgent requests should be specified. We cannot prescribe without an examination if your pet is not under our care and physical examinations are required for initial and certain repeat prescriptions as per RCVS guidance. 

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Remote prescribing is only permitted under specific RCVS conditions where the animal is under our care. This can be provided by a telemedicine consultation with a vet at Heartwood or through our telemedicine partner Vidivet. 

 

Return of Unused Medicine

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We accept unused medications supplied by us for free disposal. However, we cannot offer refunds on medicines once they have left the premises, as they are no longer deemed fit for resale due to potential storage issues.

 

Fees, Estimates, and Payment

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Our fees reflect the time, expertise, equipment, facilities, and medications used to provide high-quality care. A price list for common services (e.g., consultations, vaccinations, neutering, microchipping, prescription fees) is displayed in the waiting room, on our website, and available on request. All prices include VAT at the current rate and are subject to change without notice. Our prices are indexed directly to our supplier prices so there may be small variations as we endeavour to achieve the best prices from our suppliers. 

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We provide written estimates for surgical procedures and long-term treatment plans, valid for 30 days. Estimates are approximate; unforeseen complications may increase costs, and we will discuss these as soon as possible.

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Payment is due at the time of treatment, discharge, or collection of goods/medicines, unless prior arrangements are agreed with a Director. Accepted methods: cash, credit/debit card, or BACS transfer (no personal cheques). Itemised invoices will be provided, emailed by default (hard copies on request).

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If you are unable to pay immediately, please discuss with a staff member in advance of treatment. 

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Liability

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We will be responsible for any foreseeable loss or damage that you may suffer as a result of our negligence or breach of contract. Our liability is limited to an amount which is five times the estimated cost of the relevant veterinary care. We are not liable for indirect or consequential losses or those arising from your failure to follow advice. Nothing limits our liability for negligence causing death or personal injury to a person, or fraud or fraudulent misrepresentation. 

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Parking is available at Balldown Business Centre at your own risk. 

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Pet Health Insurance

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We strongly recommend pet insurance to cover unexpected costs from illness or accident. Unless otherwise agreed in advance, you must settle our accounts directly and reclaim from your insurer. We complete claim forms free of charge once paid, provided all information is supplied.

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Direct claims for payment from insurers are supported on a case-by-case basis at our discretion; we reserve the right to refuse. If approved:

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• Provide all documents within 7 days of charges being incurred.

• Pay any excess immediately upon claim submission.

• Settle any outstanding balance within 30 days if the insurer delays payment for more than 28 days.

 

Any shortfall after insurer settlement must be paid immediately.

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Unsettled Accounts

 

Accounts unpaid after 7 days will receive a reminder. After 30 days, we may charge interest at 4% above the HSBC base rate, and engage a debt collection agency (additional costs added) and/or de-register you and your pet(s). Returned cheques, dishonoured cards, or counterfeit cash will restore the original balance plus bank/admin fees. Late payments after 7 days may incur admin fees.

 

Ownership of Records, X-rays, and Similar Documents

 

Clinical records, X-rays, ultrasounds, and investigation results remain our property, even if charged for. We share information with third parties (e.g., insurers, referral vets, microchip databases) as necessary for the effective operation of the business and as required by law. By accepting our treatment, your consent to us sharing pet health details with relevant parties as necessary is implied. Copies are available on request (fees may apply).

 

Vaccination Reminders

 

Unless opted out, we send courtesy reminders for annual vaccinations and routine treatments. This is a service only; you remain responsible for keeping them up to date, and we accept no liability for missed reminders.

 

Referrals and Second Opinions

 

Heartwood Vets is a first opinion small animal practice. We also offer second opinion feline consultations. We strive for the highest care and support referrals or second opinions to specialists. Where possible, we will seek to treat your pet in house with peripatetic veterinary surgeons visiting the practice. Where this is not appropriate, we will support you to choose the right referral hospital for your pet. With your permission, we will forward records promptly at no extra cost.

Fees for peripatetic referral and referral to a veterinary hospital are to be settled directly with the 3rd party service provider. 

 

Patient Transfer 

 

Transport of your pet is your responsibility. We can offer patient transfer to/from our clinic within normal hours for a fee for time and mileage. 

 

Home Visits

 

Home visits are available by appointment and incur additional fees for time and mileage. For travel greater than 20 minutes, surcharges will apply. We may choose to ask you to come to us if the travel required for a home visit is beyond a reasonable time.  In emergencies, we recommend bringing your pet to the surgery for full facilities. Visits outside normal hours are not routinely available.

 

Travelling Abroad

 

We can provide Animal Health Certificates to allow your pet to travel abroad from the UK to the EU, which will be valid for entry to the EU for 10 days after date of issue, and 4 months for re-entry to Great Britain. This is by appointment only and customers should enquire in advance. 

 

Control of Pets While on the Practice Premises

 

Please ensure your pet is controlled via a suitable lead, harness, or secure carrier in all areas. You remain responsible for any accidents, injuries, or damage involving your pet, other animals, staff, or visitors. For restricted breeds (e.g., American XL Bully), government guidelines (e.g., muzzling) must be followed.

 

You must inform the practice promptly if you believe your pet may put any staff, visitors or other animals at risk. 

 

Complaints

 

We aim to resolve issues promptly and amicably. If dissatisfied, first discuss with the team member involved. If unresolved, submit a written complaint to the Practice Manager or a Director, including details of the issue, pet, dates, and desired outcome. We will acknowledge within 5 working days and aim to respond fully within 14 days (longer if investigations require it). If still dissatisfied, you may escalate to the RCVS (www.rcvs.org.uk/complaints) where we will cooperate fully. No variation to these terms is binding unless agreed in writing by a Director.

 

Conduct Expected of Our Clients

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We expect mutual respect: appropriate standards of behaviour, as you would expect from us. Inappropriate conduct, including swearing, aggressive/abusive/intimidating behaviour, or unfounded defamation on social media (without first raising concerns with us), may result in de-registration without notice. We commit to the same standards of respect and will de-register only as a last resort, providing reasons in writing. 

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General

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These terms are governed by English law, with disputes subject to the exclusive jurisdiction of English courts. These terms form the entire agreement and may be updated with 30 days’ notice via our website or email. Continued use constitutes acceptance. Invalid provisions do not affect the validity of the rest. 

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Contact us for any queries: info@heartwoodvets.co.uk 

 

Version: 1.0

Last updated: 31 December 2025