Terms of Business

Welcome to our practice. We would like to thank you for entrusting the care and attention of your pets to Vale Vets. We would ask that you take a few moments to read the following terms of business.

Please click here for a pdf version of these Terms of Business.


We are happy to provide estimates as to the probable costs of a course of treatment upon request. It remains the owner’s responsibility to ensure that they have received an estimate of the costs of treatment prior to it being administered if they have concerns about their ability to pay. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a typical course. Therefore, costs may vary according to the response to treatment or other factors.

Methods and terms of payment

Settlement is expected at the end of a consultation and at the time when drugs or food are collected. We can accept cash or credit card. Payments can be made over the phone.

Should an account not be settled within 14 days then a reminder will be sent. Further charges will be levied in respect of costs incurred in collecting the debt.

Pet Insurance

We strongly support the principle of insuring your pet against unexpected illness or accident. Under the Financial Services act we are unable to recommend any particular insurance policy, but we do have an information sheet to help guide you on your choice of policy. We would generally recommend a “for life” policy.

You will be responsible for settling your bill at the time of treatment and then claiming reimbursement of the amounts covered by your policy from your insurance company. In certain circumstances, we can arrange for your insurance company to pay us directly. This must be authorised by the practice manager in advance of treatment and is allowed at our discretion for bills coming in over £250 and is one of the insurance companies not excluded from. In this instance, you will be asked to provide a completed, signed claim form and pay £150 at the time of treatment; £12.50 of which is a non-refundable administration fee and the balance is held as a deposit and used towards any excess deducted from your claim. Any outstanding amount not covered by the insurers will be due for payment immediately after the insurers have settled the claim. In the unlikely event that a claim for direct payment has not been settled within 6 weeks we will require you to settle the account directly with us.

Any claims for ongoing treatment will need to be paid by you at the time, and claimed back from your insurance company.

Repeat Examinations and Repeat Prescriptions

Prescriptions are available from this practice.  You may obtain Prescription Only Medicines, Category V, (POM-V’s) from Vale Vets OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy.  Our veterinary surgeons can only prescribe POM-V’s for animals under their 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, of the price of any medicine that may be dispensed for your animal.

The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 6 months, but this may vary with individual circumstances.  Regular monitoring of your pet ensures that we comply with the appropriate medicines legislation and that best results are achieved.

All requests for repeat medication have to be authorised by one of our veterinary surgeons. Request for repeat prescriptions can be made via our website or by telephone, but a 24-hour notice period is required before the medicines are available for collection.

Out of Hours Emergency Service provisions

In the case of an emergency please ring our normal number:  01453 542092.  Your call will be answered, day or night and our duty vet contacted as required.  If your pet needs us, you will see our own vets at our own premises at Dursley.

Patient records

Patient records are the property of Vale Vets, but clients are free at any stage to request a copy of their pet’s clinical case notes. 24 hours’ notice is required.

The care given to a patient may require specific investigations, for example radiographs or ultrasound scans.  The ownership of the resulting record, for example x-ray images, remains with the practice.

Complaints and Standards

At all times, it is our intention to try and ensure client satisfaction with the service that is provided, and we hope that you never have cause for complaint. In the event that you are unhappy with any aspect of our service, please raise it with a member of staff.  If the proposed resolution is not to your satisfaction, then please ask to speak to our practice manager. Alternatively, you may write to them to the address above if you prefer. Should we be unable to resolve a dispute we would present the case to our governing body The Royal College of Veterinary Surgeons.