FAQs

Why do I have to pay at the time?

Our terms require payment in full of any treatment, medicine, operation or prescription at the time. If someone else is collecting your pet or medicines for you, payment must have been made beforehand or at the time of collection. We accept credit/debit cards, cash and contactless payments. We also take payments over the telephone.

We will provide treatment estimates if required, but please understand that complications or unforeseen circumstances may arise, requiring additional treatment and being billed accordingly.

If your pet is insured, the responsibility of payment of fees remains with the client, and you will be asked to pay for any treatment your pet receives. You will then be able to claim the fees directly from your insurer.

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Why can I not return any unused drugs?

We are required by our governing body to ensure that all drugs we dispense have been stored at the correct temperature, even during transportation. We are therefore unable to refund any drugs that have been removed from the premises. Whilst we realise that this might be very annoying, we hope you will appreciate that it will protect you from receiving drugs that may have been damaged or stored incorrectly.

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Prescription-only medicines

On 1st September 2023, the Royal College of Veterinary Surgeons (RCVS) introduced new guidance on prescribing prescription-only medicines.

We will need to see your pet every time antibiotics, antifungals, antivirals and antiparasiticides are prescribed. If you use the same flea and worm treatment throughout the year, we will only need to see your pet once within 12 months

For ongoing prescription medications, we will need to see your pet every 3-6 months.

We offer written prescriptions at a cost of £20 per prescription if you wish to purchase an item elsewhere.