Thank you for entrusting the care and attention of your pet to Gladstone Veterinary Clinic.This letter details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.


Our surgery opening times are displayed at the entrance and are published in our practice brochure and may be changed from time to time. The surgery is operating an appointment system, which you can book via telephone or in person. Emergencies and urgent cases will be attended to as soon as possible.


All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. Our written fee list is available on request.

You will receive a detailed invoice/receipt for every consultation, surgical procedure or transaction with us.


 Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using:

  • CASH

  • CHEQUE with current Banker card

  • CREDIT/DEBIT CARD - Switch, Solo, Mastercard, Visa, Delta


We will happily provide a written estimate as to the probable costs of a course of treatment.

Please bear in mind that any estimate given can only be approximate - often a pet’s illness will not follow a conventional course.


Should an account not be settled within 14 days a reminder will be sent. Should it be necessary for further reminders to be sent, further charges will be incurred. These however, may be deducted if payment is made promptly. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our Bank as unpaid, any Credit Card payment not honoured and any Cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.



If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that installments or part-payments of any account may ONLY be sanctioned with the express permission of one of the veterinary surgeons.



Vets Now provides our out of hour emergency service at night and weekends. They are permanently staffed at nights and weekends.

You ring our surgery number and will be told the contact telephone number of Vets Now in Telford.

Clients have to attend a surgery at a different location to see the on call veterinary surgeon and there will be an additional charge for this service (current rates available on request).

Should clients have any questions feel free to speak to one of our veterinary surgeons or ask for a leaflet about this service.


We are unable to provide 24-hour supervision for our in-patients in our clinic. However, the surgery is manned at weekdays between 8.30 and 19.00 and Saturdays between 9.30 and 12.30. At all other times the attending veterinary surgeon will check all in patients at intervals appropriate for the condition of the animal.

At times critical patients may be taken home by the attending veterinary surgeon to allow intensive care and monitoring.

Alternatively we can transfer animals to the Vets Now out of hours clinic for the night or weekend. However, there will be a significant charge for this service. This will be discussed with you at the time of admission.


We are happy to offer written prescriptions for Prescription Only Medicines, upon request, for medications.

However, a prescription may not be appropriate for in –patients and immediate treatment.

If you wish to have a prescription, rather than obtain the medications suggested from us, then please let us know. There is a charge of £14 for issuing a written prescription.

Under current UK law either a veterinary surgeon or a registered pharmacist must dispense this prescription.

You will be informed, upon request, of the price of any medicine that may be prescribed for your animal.


UK prescription rules and the Royal College of Veterinary Surgeon Code of Conduct require that we only provide medications, or issue prescriptions, for animals that are under our care.

Consequently, our receptionist staff is asked to ensure that animals requiring repeat medications over long periods of time are re-examined on a regular basis, usually every three months. The standard charge for this examination is currently £ 28

Repeat medications or prescriptions will be offered until re-examination is due, when an appointment will need to be made.

Owners are requested to give 24 hours notice before collecting medications or prescriptions


The veterinary surgeons in this practice recognise that in some instances a case may be outside their area of competence, and will therefore refer it to a colleague who they are satisfied has additional skills to carry out the investigations or treatment involved.


At times clients of other veterinary surgeons may ask to be seen by us for a second opinion. In these cases professional courtesy and rules require us to inform the primary veterinary surgeon or their practice about this. You will be informed about this. At the same time we should request the provision of the history and clinical records of the patient from the previous veterinary surgery.

Once all this information is available we can examine the client’s pet. There may be special circumstances (weekends, out of hours) were we have to deviate from this procedure. However, this decision is left to the individual attending veterinary surgeon.

There may similarly be occasions that some of our clients request a second opinion from another veterinary surgeon. It is our policy to provide all relevant information as speedily as possible to the requesting practice. This should be checked with the attending veterinary surgeon.


Gladstone Veterinary Clinic strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company.


Practice Policy Insurance payments

If your pet is covered by pet insurance you might want to claim for treatments.We will help you with the completion of the insurance forms if you have questions and can reprint invoices and sign our part + send them off and deal with requests for additional history etc. We do not accept direct claims unless specifically agreed with one of our veterinary surgeons! If we do agree to a direct claim then there will be an additional fee of £25 charged per claim additional to any excess of the policy.If the insurance does not for any reason pay the veterinary fees you as the client will be liable for the full amount of the outstanding money.It is the clients responsibility to deal with the insurance company if there is a delay in the settlement of the claim.We expect direct claims to be paid within a maximum of 6 weeks.If we have not received full payment after 6 weeks, we expect the client to settle the outstanding amount directly with us.


We hope that you never have recourse to complain about the standards of service received from Gladstone Veterinary Clinics. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to one of the partners or any other staff member you feel most comfortable with.


Case records including radiographs and similar documents are the property of, and will be retained by Gladstone Veterinary Clinic. However, copies are available to you on request. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.


The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice. However, copies are available to you on request for which there may be a charge.

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


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