Terms & Conditions

VetShack trading as VetShack Ltd is committed to providing the highest possible standard of care and attention to patients and their owners and the health and welfare of pets is our primary concern and responsibility.

Thank you for trusting us to care for your pet and to assist us in providing this service our Practice Terms and Conditions, which are shown below, are a binding contract between VetShack and yourselves. This contract is effective as soon as you register your pet with VetShack or ask us for veterinary services. If you have any queries regarding these terms of business, please contact us and we will be able to answer your questions.

 VetShack Ltd is registered in the UK: RCVS Registration No: 7572515; Company Registration No: 15318590; VAT Registration No: 457137089

Our Services

VetShack is registered with the Royal College of Veterinary Surgeons (RCVS) and all our veterinary surgeons and veterinary nurses are suitably qualified and are subject to the RCVS Code of Professional Conduct.

We may need certain information from you to enable us to carry out treatments on your animal and provide you with veterinary services. We will contact you to ask for this information, if you do not provide this information within a reasonable amount of time, or if you give us incomplete or incorrect information, we will not be liable for any delay in carrying out services or any injury or death caused to an animal as a result.

Our opening times are available on our website and consultations are available by appointment only.

Fees & Payments

All fees are subject to VAT at the current rate, and are determined by the time spent on a case, and according to the drugs, materials, consumables and diets used. A detailed invoice is provided for every consultation, procedure or transaction.

Full payment is required at the time of consultation, or if the pet is admitted, when he or she is collected. In the event that your pet is hospitalised we may require part payment in advance of any period of hospitalisation and/or interim payments for longer periods of hospitalisation. If your pet is hospitalised, we will phone you each day to discuss the progress of your animal and the fees incurred.

You are liable for any fees incurred in the investigation, diagnosis and treatment of your pet even if your pet has been brought to us on your behalf by a third party.

Payment is accepted by debit/credit card or online BACS payment. Please note that we cannot accept cheques and we will only accept cash under exceptional circumstances. We are not authorised to provide credit terms; however we can work closely with a third party credit provider who may be able to help you spread the cost of treatment if required. If you use a third-party credit provider any agreement is between you and the credit provider and not with VetShack.

Please note that if a pet is registered with our practice, we will assume that any person (over the age of 18) other than the registered pet owner who may bring the pet in for treatment is duly authorised by the registered pet owner to seek treatment for the pet and to incur costs for which the registered pet owner will be liable.

Where a pet is not registered with our practice, we will assume that the individual requesting treatment accepts liability for all costs incurred. A deposit may be required in this case.

Should an account not be settled within 14 days of the time the invoice is issued, (without prior arrangement with the Director), a reminder invoice will be sent.  Should it be necessary, further reminders will be sent and further administration charges incurred. After 30 days, overdue accounts will be referred to a debt collection agency and VetShack reserves the right to de-register the client and their pets. Any costs incurred in referral to the debt collector will be added to the outstanding invoice. If you are unable to settle your account as specified above, please discuss the matter as soon as possible with a member of staff.

Estimates

We will endeavour to provide a written estimate as to the probable cost of a course of treatment or surgical procedure. Please bear in mind that any estimate given can only be approximate and additional costs which cannot be predicted at the outset may occur as treatment progresses. We will make every effort to discuss any such additional costs whenever possible. However, there may be circumstances when immediate treatment is required to prevent pain and suffering for your pet and as such, we cannot guarantee the estimate will be the total final cost. All estimates are valid for 30 days.

Consent

In accordance with the RCVS Code of Professional Conduct for Veterinary Surgeons, VetShack will ask for signed consent for: all procedures involving admission to the clinic, the use of medications in species for which they were not licensed., the use of medications in conditions for which they were not licensed and for permission to euthanise your pet. Signed consent can be by either an online e-signature or a signed consent form.

In exceptional circumstances, we may need to provide emergency treatment. We will take reasonable steps to contact you to obtain your prior consent, but you acknowledge and consent that we are authorised to take all such steps as the Veterinary Staff reasonably believe are necessary to promote the welfare of your animal and that you will be responsible for the costs incurred in taking such steps, whether or not your consent has been obtained. We will provide you with full details of the treatment provided as soon as is reasonably practicable.

Prescriptions & Medication

You may obtain Prescription Only Medicines, category V (POM V’s) direct from VetShack or ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. A prescription may not be appropriate if your pet is an in-patient or immediate treatment is necessary. There is a charge for each prescription required if requesting multiple medications. You will be informed, upon request, of the price of any medicine that may be dispensed for your pet. We require at least 48 hours’ notice for any requests for a repeat or written prescription.

VetShack may only prescribe POM-V’s or other medications for animals under our care. We class ‘under our care’ as having been seen within the last three to six months depending on the disease being treated and the medication being administered. A standard consultation charge will be applied for each re-examination under such circumstances.

In line with the British Veterinary Association’s guidelines, we are unable to accept the return of any drugs that have been dispensed and taken away by clients from the premises. We are happy to dispose of any unused or out-of-date medication at the owner’s request.

On occasion it may be appropriate for our vets to prescribe medication for your pet which has not been licensed for veterinary use. Off license medication is only used when there is no other suitable alternative. These medications may include drugs that are human medications but not available in veterinary form or allowed for use in a different species of animal. We will ask you to sign a consent form when off-license medication is used.

Referrals and Second Opinions

At VetShack we are committed to providing your pet with the highest quality of care so should you want a second opinion from either another vet within the practice or at another practice we are happy to facilitate the transfer of your pet’s care. Should a clinical presentation require specialist investigations and treatments, we will discuss with you referral to a specialist centre of your choice.

Home Visits

Home visits are available if booked in advance and incur additional charges. In an emergency it is usually in the best interests of your pet to be seen at a surgery where facilities and a full range of drugs are available. It is not normally possible to carry out home visits outside normal working hours.

Missed Appointments

We understand that appointments can be forgotten, and sometimes life gets in the way, but it impacts on us hugely when appointments are booked and missed. We will always send a confirmation email when appointments are booked and a reminder. If appointments are missed more than twice, we will charge a fee of 50% of our consultation charge.

Out Of Hours and Hospitalisation

VetShack opening hours are published on our website www.vetshack.co.uk and may vary from time to time. Outside these hours an emergency service operates in line with the Royal College of Veterinary Surgeons guidelines. Additional fees are charged by the out of hours provider for the provision of this exceptional service and estimates of these can be given at the time when the service is required. We are unable to provide clinical care for your pet outside of our normal opening hours within VetShack.

Online Consultations

We provide an online consultation service, both inside and outside of our standard practice opening hours. This allows you to obtain information and advice from a vet.  Under RCVS regulations, we are unable to provide diagnosis without physically examining your pet.

In certain circumstances the veterinary surgeon may consider that your pet’s healthcare issues are best addressed other than through the online consultation service and they may suggest that you should seek advice in person at the practice or a third party practice, such as our out of hours emergency care provider.

As part of the online consultation service you will need to provide information about your pet. You accept that we may only provide services in accordance with these Terms if you provide us with all the information we need. A clinical record of online consultations will be made in your pet’s record and this can be shared with other veterinary care providers if required. Therefore, you must provide all information accurately and in English, seek further medical advice if you have any concerns about our services or any information that we provide. You must follow any instructions you are given by the vet and any instructions regarding the use of any medicines or products the vet recommends. You must also report any adverse or unexpected effects of treatments to us or visit an emergency vet if we are unavailable.

By submitting a request for an online consultation you agree to pay the associated fees for this service. During the online consultation, the veterinarian will discuss with you and assess your pet’s needs and, if possible, provide you with information, guidance and/or advice.

If your pet needs immediate medical attention you should promptly take your pet to the emergency veterinary care provider.

You agree that the online consultation service is for registered clients of VetShack and by using the service when not registered you are in breach of these terms and conditions.

Brucellosis Testing

Brucellosis is an endemic bacterial infection in Eastern Europe, Africa and Asia. It can be spread to humans from dogs through direct contact and can cause serious illness. Our policy is that all dogs imported into the UK from countries where Brucellosis is endemic must have a serology blood test to show they are free from disease prior to being treated. We have adopted this policy to protect not only our staff but your families.

Insurance

VetShack strongly recommends the principle of veterinary insurance to protect against the unexpected fees incurred following illness or accident. It is your responsibility to settle your account with us and then reclaim the fees from your insurance company. We will do our best to process the insurance claims as soon as possible to minimise any inconvenience. In exceptional circumstances we offer direct insurance claims, for which there is an administration charge. Prior to this we will require a completed claim form and proof of insurance, including confirmation about exclusions and the policy excess. This excess plus a direct claim administration fee will need to be paid in full at the time. We will endeavour to process any completed claim forms within five working days of their receipt by the practice. We request that you pay all outstanding fees in full immediately if the insurance company decline to accept the claim in part or in full, or if the insurance company has not made settlement within 30 days of submission of the claim. Failure to do so could result in us seeking full settlement from you after 30 days.

Liability

Nothing in this agreement shall limit or exclude either party’s liability for death or personal injury caused by their negligence, for fraud or fraudulent misrepresentation; or for any other act, omission, or liability which may not be limited or excluded by law. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of this agreement or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. We only supply products to you for domestic and private use and we will not be liable for business losses. Our website and promotional material are for general information purposes only and does not constitute advice. VetShack endeavours to provide content that is accurate and true at the time of writing. However, we can give no assurance regarding the accuracy, timeliness or applicability of any content. In cases where you are unsure, please contact us and one of our vets will be pleased to help.

Client Confidentiality

Our relationship with you is founded on trust, and all information relating to both client and patient is held in confidence and in line with the Data Protection Acts and will not be disclosed except under the following circumstances: where a client provides a confirmed request in writing, where another Veterinary Surgeon requests this in order to continue the patients care, to a court or agent of  VetShack as part of a legal process or where VetShack use outsource reminder services for treatments, vaccinations or medication reminders.

For full details on what data, we collect and how it is used, please refer to our Privacy Policy which is available on our website.

Investigation of your pet’s health may involve, for example, taking radiographs or performing ultrasound scan. Whilst we make a charge for performing and interpreting these investigations, ownership of the record remains with VetShack. Case records including radiographic films, other images and similar documents are the property of, and will be retained by, VetShack in the interests of animal welfare and for our own protection.

At the request of a client, we will provide copies of relevant clinical records, including any clinical records that have been acquired from another practice. A reasonable charge may be made where any significant expense is involved in providing such copies, for example, with the provision of copy radiographs.

Photographs of your pet or their conditions may sometimes be used for educational or marketing purposes. Please let us know if you would prefer this not to happen.

As part of our ongoing commitment to the development of the veterinary profession, from time to time the Practice may share anonymised data with research groups and institutions.

Telephone Calls

All calls are recorded for training and monitoring purposes.

CCTV

We use CCTV including audio recording at VetShack for the safety of our staff, clients and patients. Recordings will be kept for 3 months.

Feedback & Complaints

We pride ourselves on offering top quality service and take customer satisfaction and complaints seriously. We always appreciate and wish to learn from any feedback and should we not meet your expectations on any aspect of our service, please let us know at the time where possible. Alternatively, should you wish to raise a formal complaint, we ask that you contact the practice in person, by telephone or email within three months of the complaint event. The director will then investigate your complaint thoroughly.

Client Conduct

Just as clients are entitled to expect appropriate standards of care, service and value for money from us, our staff are entitled to expect appropriate standards of conduct and behaviour whilst serving our patients and our clients.

Clients are not entitled to speak to us or treat us in a manner that would be considered inappropriate should we do the same to them. This includes swearing, aggressive, abusive or intimidating behaviour towards members of staff and defamation on social media without drawing our attention to concerns.

Should such instances occur, VetShack reserves the right to de-register the client and their pets.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Practice Principal. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way. 

These terms and conditions will be updated as necessary, and an up-to-date copy is available on request or on our website.