Caerwys Vets operates in accordance with the regulations and professional standards set by the Royal College of Veterinary Surgeons (RCVS) and the Veterinary Medicines Directorate (VMD). Our aim is to deliver high-quality veterinary care and services to all our clients and patients. These Terms and Conditions outline the basis on which we provide veterinary services and supply related products. They apply to all clients and override any other terms unless agreed in writing. If you are unsure about any aspect, please speak to a member of our team for clarification.

1. Provision of Veterinary Services

1.1
All veterinary care provided by Caerwys Vets is carried out by appropriately qualified and trained staff, suitable to the service being delivered.

1.2
Where possible and appropriate, a treatment plan and cost estimate will be discussed with you following an initial consultation. This will outline the proposed treatment and likely fees. In urgent or emergency situations, treatment may proceed without prior agreement where deemed necessary by the attending veterinary surgeon in your pet’s best interests.

1.3
Any estimates provided are indicative only. Should costs be likely to exceed the original estimate, we will aim to discuss this with you before continuing treatment, except where immediate action is required for animal welfare reasons.

1.4
Caerwys Vets reserve the right to only carry out appropriate treatment as deemed necessary. Clients may seek a second opinion at any time, subject to payment of fees already incurred.

1.5
Diagnostic tests and investigations do not always result in a definitive diagnosis, despite best clinical practice.

1.6
With your consent, we may contact you by phone, text, email, or post regarding appointment reminders, preventative care, or practice information. Responsibility for maintaining vaccinations and preventative treatments remains with the owner.

2. Supply of Veterinary Products

2.1
All medications and products must be used strictly in accordance with instructions provided by our veterinary surgeons or staff. If you are unsure about usage, please contact the practice for advice.

2.2
Products supplied will meet appropriate quality standards and match the description provided at the time of supply. No additional warranties, beyond those required by law, are offered.

2.3
Due to legal and safety regulations, we are unable to accept returns or offer refunds on prescription medications. This ensures animal safety, as returned medicines cannot be guaranteed to have been stored correctly. We are happy to dispose of unused medications safely on your behalf.

2.4
Repeat prescriptions may only be issued if:

• The prescribing veterinary surgeon has approved the medication
• Your pet has been examined within the required time period, depending on the medication type

A prescription or repeat dispensing fee may apply to cover professional responsibility and administration.

3. Fees and Payment

3.1
All services and products are charged in line with our current price list, which may change from time to time. Please ask a member of the team if you require clarification on any fees.

3.2
Administrative fees may apply for additional services such as insurance claims, referrals, or documentation.

3.3
Payment is normally required in full at the time services are provided or products collected. Any agreement to delay payment (for example, pending an insurance claim) must be agreed in writing. You remain responsible for full payment regardless of insurer reimbursement.

3.4
We can assist with both direct and indirect insurance claims. Any shortfall not covered by your insurer remains the responsibility of the client.

3.5
Outstanding accounts may be passed to a debt recovery agency if unpaid.

3.6
If payment is not received when due, we reserve the right to decline further services until the account is settled

3.7
All prices are inclusive of VAT unless stated otherwise.

3.8
If you are unable to pay, we are only obliged to meet our minimum legal and professional responsibilities toward your pet, which is emergency treatment or euthanasia.

4. Limitation of Liability

Our liability for any claims arising from goods or services provided by Caerwys Vets is limited to the extent of our professional insurance cover. Where claims are not insured, liability will not exceed the value of the services or products supplied.

5. Complaints Procedure

We aim to provide a high standard of care at all times. If you are unhappy with any aspect of our service or products, please contact the practice directly. A copy of our complaints procedure is available upon request, and we will work promptly to resolve any concerns.

6. Pet Insurance

The decision to insure a pet lies solely with an owner. We would recommend that you understand your policy terms and coverage.

7. Data Protection & Records

Caerwys Vets complies with the Data Protection Act 2018 and takes appropriate measures to protect client and patient data.

7.1
With your consent, clinical records may be shared with other veterinary practices, referral centres, or insurance providers. In emergencies where contact cannot be made, essential records may be shared in the interest of animal welfare.

7.1.1
Clinical records, including diagnostic images (such as X-rays or scans), remain the property of Caerwys Vets. Copies and summaries may be provided to another veterinary surgeon upon written request and settlement of outstanding fees.

7.2
Digital copies of your data can be provided with at least 48 hours’ notice.

7.3
CCTV operates at our premises for safety and security. Footage is retained only as long as necessary and may be shared with authorities when legally required.

8. Client Conduct

We expect all clients to treat staff and other clients with respect. Aggressive, threatening, or abusive behaviour will not be tolerated and may result in withdrawal of services.

9. Out-of-Hours Care

Out-of-hours and emergency care is provided through our trusted external emergency service partner. Details on how to access this service will be available via our usual contact number. Fees for out-of-hours care are payable directly to the emergency provider.

10. General

10.1
Use of our car park is at the owner’s risk. Caerwys Vets accepts no responsibility for loss or damage to vehicles or their contents.

10.2
These Terms and Conditions may be updated periodically. The latest version will be available at our premises or on request. No changes will apply unless issued in writing by Caerwys Vets.