Thank you for entrusting the care and attention of your animals to Ashley Veterinary Centre. This document
details our practice terms and conditions. Please ask one of the members of staff for further
explanation/clarification if required. Using our service implies acceptance of these terms.
Ashley Veterinary Centre uses a dedicated out-of-hours emergency service. If emergency veterinary care is
required any time when the surgery is closed, you will be seen by either the Glasgow University Small Animal
Hospital or Vets Now. Their phone numbers can be obtained by calling our number where a recorded
message will give you these details. Their phone numbers are also available on our website.
All fees are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and
according to the materials and consumables used. Customers will receive a detailed invoice.
a) Payment is due immediately after each transaction (a transaction is defined as the transfer or sale of goods,
services, treatments and fees from the practice to the client).
The practice accepts:
• Debit and Credit cards (Visa, MasterCard)
• Payment in advance (in selected cases).
b) The practice welcomes forewarning of genuine inability to pay as specified in clause d). Terms of payment
to pay in instalments, or in full at an agreed date must be arranged at the time of the transaction. Fees for
vaccinations and other routine procedures do not attract payment terms in any circumstances whatsoever.
c) If payment terms are not met, the outstanding amount will attract interest from the payment due date and
in addition will be subject to an accountancy fee each time a statement or invoice is issued for the
outstanding amount. If no payment terms have been agreed or if no forewarning of inability to pay is
received, interest and accounting fees may be applied from the day the debt is incurred. Goods and services,
which have not been paid for, will remain the property of the practice until payment is received in full. In
addition, if an outstanding fee is referred to an external debt collection agency a charge will be made for
making this referral.
If payment terms are not met, the practice will withhold routine treatments, goods and services until full
payment is completed, at its discretion. If patient records are requested to be released to another practice
while the client still owes money to Ashley Veterinary Centre, then the request will be met when payment is
made in full, but due consideration will be made regarding the well-being of the patient.
d) When a client of Ashley Veterinary Centre has defaulted on any payment, either by means of issuing an
unsupported cheque or by payment avoidance, the veterinary surgeons and staff employed by the practice
will not attend to any animal owned by that client, or attend to any animal registered at that client’s home
address, until full payment is received. If the practice agrees to retain a client after such a default, then all
future transactions will be on a cash only, payment at the time, basis.
The practice will provide written estimates on request, and at other times, of probable costs for procedures
and treatments. It is important to consider that treatments and procedures may not follow a conventional
course and therefore an estimate may only be approximate. However, we will do our best to keep clients fully
informed of costs during the course of treatment.
It is always best if a pet can be attended to at the surgery where all drugs and equipment are available, so you
will be asked to bring your pet in to be treated. House visits will only be performed if deemed necessary for
the welfare of your pet and not for convenience. House visits will not be performed should we deem them
unnecessary or if deemed unsafe such as people under the influence of alcohol or drugs. Current animal
welfare legislation requires those with responsibility for animals to care for them properly and imposes a duty
of care on them to take reasonable steps to ensure that their animal’s welfare needs are met. Owners are
responsible for transporting their animals to a veterinary practice, including in emergency situations. The
RCVS encourages owners to think about how they can do this and make plans before an emergency arises.
Examples include their own transport, a family member, friend or neighbour’s transport, an animal
ambulance or a taxi service that will transport animals. Should a house visit be necessary, there will be an
extra charge to cover the time involved.
Clients with insured pets that have had fees charged are required to pay Ashley Veterinary Centre. However,
in exceptional circumstances, where the full amount cannot be paid, then an agreement for payment
arrangements must be made with the practice. In such circumstances, the client must provide evidence of a
valid and appropriate policy. Payment of the policy excess and payment for all goods not covered by the
policy are due at the time of the transaction. Levels of insurance cover vary between policies and it is your
responsibility to check the level of cover offered by your insurance policy. An insurance policy is a contract
between the client and the insurer and any queries should be raised directly with them, we are merely
helping to facilitate your claim for you. All fees remain outstanding are the responsibility of the client should
the insurance company fail to pay. We reserve the right to charge for processing claim forms -fees for this
service are not covered by such policies.
The provision of reminders for vaccinations and other services and products by Ashley Veterinary Centre is by
means of a courtesy – there is no obligation on the practice regarding the consequences of failure to provide
The care given to pets may require making specific investigations, for example taking radiographs. The
practice makes a charge for carrying out these investigations and interpreting their results. Ownership of the
resulting record, for example a radiograph, remains with the practice. If a client requests that a second
practice has access to this record, then Ashley Veterinary Centre may charge the client a fee for the transfer
Should you feel you would like another opinion on your pet’s illness please ask. We are always happy to
arrange a second opinion with another vet or vets within the practice or referral to a specialist.
We never allow third party access to data without a client’s permission.
Prescriptions are available from this practice. You may obtain Prescription Only Medicines, category V, (POM
Vs) from your veterinary surgeon or ask permission and obtain these from another veterinary surgeon or
pharmacy. Your veterinary surgeon may only prescribe POM Vs for animals under his or her care. A
prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You
will be informed, on request, the price of any medicine prescribed for your animal. The general policy of this
practice is to re-assess every 3 months any animal that requires repeat prescriptions, but this frequency may
increase depending on the individual circumstances. There is a charge for preparing a written prescription.
In accordance with the Medicines Act we will always use a veterinary licensed product. Should this not be the
case we will then use veterinary products licensed for use in other species and failing that a human medical
product. Any use of off-licence medication will be based upon our knowledge of its use in animals and an
assessment made of the risks and benefits involved. This is particularly common in species other than dogs
and cats for which few licensed products are available. Please speak to a veterinary surgeon if you have any
concerns about this issue.
Due to Government legislation, we are unfortunately unable to accept any unused medicines for refund.
However we can assist with disposal of unused medicinal products if they are returned to us.
We reserve the right to use your email address or mobile number and postal address to send you information
regarding your pet’s health, vaccine reminders and offers within the practice.
We hope that you never have recourse to complain about the standards of service received from Ashley
Veterinary Centre however, if you feel that there is something you wish to complain about, please direct your
comments in the first instance to the veterinary surgeon or any member of staff in their absence. Please allow
time for relevant information and the facts of the case to be accumulated.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and
signed by a partner. No agent or person employed by, or under contract with, the practice has the authority
to alter or vary these conditions in any way.