Practice terms & conditions
AllPets Veterinary Surgery – Terms and Conditions of Business
Welcome to AllPets Veterinary Surgery.
We are an independent veterinary practice committed to providing high-quality, compassionate care for pets and excellent service for their owners. These Terms and Conditions explain how we provide our services and outline the responsibilities of both the practice and our clients.
By registering with the practice or using our services, you agree to these Terms and Conditions.
We are regulated by the Royal College of Veterinary Surgeons (RCVS) and the Veterinary Medicines Directorate (VMD).
If you have any questions about these Terms and Conditions, our team will be happy to help.
Quick Summary of Key Terms
To help make things clear and transparent, here are the main points clients should be aware of:
- Repeat medications require appropriate veterinary checks in line with UK regulations.
- Abusive or threatening behaviour towards staff will not be tolerated.
- Out-of-hours emergency care is provided by our emergency service partner.
- Clinical records remain the property of the practice, but copies can be provided on request.
- Payment is normally due at the time of treatment or collection of medication.
- Estimates are guides only — veterinary treatment can sometimes be unpredictable.
- Insurance claims remain the responsibility of the policyholder.
- We may request deposits for larger procedures or hospitalisation.
- Charges may apply for administrative tasks such as insurance claim processing and letters.
This summary is for guidance only. The full Terms and Conditions below apply.
- Veterinary Services
1.1 Our Commitment to Your Pet
We aim to provide the highest standards of veterinary care and client service. Your pet may be treated by veterinary surgeons, registered veterinary nurses, student veterinary nurses, student veterinary surgeons, animal care assistants or other suitably trained members of our team. Students are always appropriately supervised.
1.2 Treatment Plans and Estimates
Where possible, we will discuss treatment options and provide an estimate of anticipated costs before treatment proceeds.
Please note that estimates are approximate guides rather than fixed quotations. Veterinary treatment can sometimes be unpredictable and additional tests, treatments or hospitalisation may become necessary.
If costs are likely to increase significantly, we will normally contact you before proceeding.
1.3 Emergencies
In emergency situations, or where delaying treatment may compromise your pet’s welfare, we may provide treatment immediately based on the professional judgement of the attending veterinary surgeon.
1.4 Second Opinions and Transfer of Care
You may seek a second opinion or transfer your pet’s care to another veterinary practice at any time. Outstanding fees should be settled prior to transferring.
1.5 Limitations of Veterinary Medicine
While we always aim to achieve the best possible outcome for your pet, veterinary medicine is not an exact science and outcomes cannot be guaranteed.
Tests, investigations and treatments do not always provide a definitive diagnosis or successful result.
1.6 Preventative Healthcare and Reminders
We may contact you by email, text message, telephone or post regarding:
- appointment reminders;
- vaccinations;
- parasite prevention;
- healthcare plans;
- medication reminders; and
- practice news or offers where consent has been provided.
It is your responsibility to ensure your contact details remain up to date and that your pet receives appropriate preventative healthcare.
- Medications and Products
2.1 Use of Medications
All medications and products supplied by us must be used strictly in accordance with the instructions provided by the manufacturer and/or our veterinary team.
If you are unsure about how to administer any medication, please contact us for advice.
2.2 Medication Returns
As a licensed supplier of veterinary medicines regulated by the Veterinary Medicines Directorate (VMD), we are generally unable to accept returned medications for refund once they have left the practice.
This is because we cannot guarantee how medications have been stored once dispensed.
However, we are happy to safely dispose of unwanted medications on your behalf.
2.3 Repeat Prescriptions
Repeat prescriptions can only be issued where:
- a veterinary surgeon has authorised the medication; and
- your pet has been examined within the legally required time period appropriate for that medication.
We may require your pet to be re-examined before further medication can be dispensed.
2.4 Prescription Charges
A charge may apply for repeat prescriptions and written prescriptions to reflect the professional time and responsibility involved.
- Fees and Payment
3.1 Fees
Fees are charged in accordance with our current pricing structure, which may change from time to time.
Estimates are provided before treatment.
3.2 Payment Terms
Payment is normally required at the time of:
- consultation;
- discharge from clinic;
- collection of medication; or
- collection of food or products.
3.3 Deposits and Advance Payments
We may request deposits or advance payment for:
- surgical procedures;
- CT scans or advanced imaging;
- hospitalisation;
- referral procedures; or
- treatments involving significant cost.
3.4 Pet Insurance
We are happy to assist with pet insurance claims where possible.
However, your insurance policy is an agreement between you and your insurer, and you remain responsible for all fees relating to your pet’s treatment.
Any excess, co-payment, excluded amount or unpaid balance remains your responsibility.
We may offer direct insurance claims at our discretion.
3.5 Administration Charges
Administration charges may apply for services including:
- insurance claim processing;
- referral administration;
- written reports;
- copying records; and
- prescription preparation.
3.6 Overdue Accounts
If accounts remain unpaid after 30 days and despite reminders, we may charge a late payment fee and refer the matter to a third party debt recovery service. Charges for the third party debt recovery service will be passed on to you along with any other debt recovery costs such as court fees and legal fees. All reasonable associated costs of the debt recovery will be passed on to you where permitted by law.
We may also decline to provide further non-emergency treatment until outstanding balances are settled.
3.7 Financial Limitations
If financial limitations affect treatment decisions, please discuss this with our team as early as possible so we can try to help explore appropriate options.
- Liability
We will always aim to provide veterinary care to a high professional standard.
However, except where liability cannot legally be excluded, our liability in relation to veterinary services or products supplied by us shall be limited to the level of our applicable insurance cover or the fees paid for the relevant treatment.
We are not responsible for losses arising from:
- failure to follow veterinary advice;
- incorrect administration of medication;
- delays in seeking treatment;
- refusal of recommended investigations or treatment; or
- circumstances outside our reasonable control.
Nothing in these Terms and Conditions limits liability for fraud, negligence causing death or personal injury, or any matter that cannot legally be excluded.
- Complaints and Feedback
We hope all clients are satisfied with the care and service they receive.
If you have any concerns or complaints, please contact the practice as soon as possible so we can try to resolve matters promptly and fairly.
A copy of our complaints procedure is available online.
- Data Protection and Clinical Records
6.1 Data Protection
We process personal data in accordance with UK data protection legislation, including the UK GDPR and Data Protection Act 2018.
6.2 Clinical Records
Clinical records, radiographs (X-rays), ultrasound images, CT images, laboratory results, and all other diagnostic records created or held by the Practice remain the property of the Practice.
Copies of records may be provided electronically to clients, insurance companies, other veterinary practices, regulatory bodies, law enforcement agencies, or other parties with a legitimate reason to request them, where permitted by law. Wherever appropriate, we will seek your consent before releasing records; however, there may be circumstances where consent is not required or where we are legally obliged to disclose information.
We aim to process requests for records promptly and will provide copies as soon as reasonably practicable. Please allow up to three working days for routine requests, although more complex requests may take longer.
Records are supplied electronically only. We do not routinely provide printed or physical copies of clinical records, diagnostic images, or other medical documentation.
6.3 Sharing Information
To facilitate your pet’s treatment and welfare, we may share relevant clinical information with third parties involved in your pet’s care or the administration of veterinary services. This may include:
- Referral centres and specialist veterinary providers;
- Diagnostic laboratories and pathology services;
- Out-of-hours and emergency veterinary providers;
- Insurance companies and claims administrators;
- Other veterinary practices involved in your pet’s treatment;
- Microchip databases and animal welfare organisations where appropriate; and
- Regulatory authorities or other organisations where disclosure is required by law.
Where appropriate, we will seek your consent before sharing information. However, there may be circumstances where consent is not required, including where disclosure is necessary to protect your pet’s welfare, comply with legal or regulatory obligations, prevent fraud, or facilitate the provision of veterinary services.
6.4 CCTV and Telephone Calls
CCTV operates at our premises for security, safety and crime prevention purposes.
Telephone calls may be recorded for training, monitoring and quality assurance purposes.
Further information can be found in our Privacy Policy.
- Client Conduct
We are proud of our friendly and supportive team and ask all clients to treat staff and other visitors with courtesy and respect.
We do not tolerate abusive, threatening, discriminatory or aggressive behaviour towards members of our team or other clients.
In serious cases, we reserve the right to withdraw veterinary services and request that clients leave the premises.
- Out-of-Hours Emergency Care
Out-of-hours emergency cover is currently provided by Vets Now Colwyn Bay.
Emergency assistance can be accessed by telephoning our normal practice number and following the instructions provided.
Fees for out-of-hours services are payable directly to the emergency provider.
- CT Scans and Referral Services
Where advanced imaging, CT scans or referral services are provided:
- sedation or general anaesthesia may be required;
- additional investigations or procedures may occasionally be recommended following imaging;
- imaging findings may identify unrelated or unexpected conditions; and
- reports may be reviewed by external specialists or radiologists.
We will discuss findings and recommendations with you as clearly as possible.
- Euthanasia and End-of-Life Care
Decisions regarding euthanasia are always made with your pet’s welfare as the primary consideration.
We may request signed consent before euthanasia is performed.
Unless alternative arrangements are agreed in advance, responsibility for cremation or aftercare costs remains with the owner.
- Laboratory and External Testing
Some samples may be processed by external laboratories.
While we work with trusted providers, turnaround times and results remain subject to laboratory processes outside our direct control.
Blood, swab, histological, cytological and other sample tests on may not always provide definitive results and should be interpreted alongside clinical findings.
- Car Parking and Premises
Vehicles and personal property are left on our premises entirely at the owner’s risk.
We accept no responsibility for theft, loss or damage.
- Changes to These Terms
We may update these Terms and Conditions from time to time. These Terms and Conditions were reviewed on 13th May 2026.
The latest version will always be available in practice and/or on our website.
- Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining sections will continue to apply.
