Client Data and Data Protection:

At the request of a client, we will provide copies of relevant clinical records, including any clinical records for the animal that have been acquired from another practice. Where any significant expense is involved in providing such copies, a charge will be made. We will not disclose any information about a client or animal to any third party without either expressed or implied permission from that client.

The Client:

The Client is the person who requests veterinary attention for the animal and the client is liable to pay for the professional service and any treatment offered by CityVets. Please be aware that if we receive instructions to provide treatment from an authorised agent or person acting on behalf of a client, it is the client’s responsibility to pay for the fees incurred. We encourage discussion, if appropriate, of a range of possible treatment options and prognoses, and the likely approximation of charges that may be incurred, so as to ensure informed consent for the treatment ultimately undertaken and the costs thereof.

Out-of-hours emergency service:

An emergency service is available for emergency calls outside our normal working hours. Please phone the normal surgery number for information on who to phone for out-of-hours attention or advice. This out-of-hours service is provided by CityVets staff at a CityVets practice, costs are dependant on call times and are available at request.

Hospitalized patients:

All inpatients (so long as they are stable to allow safe movement) are transferred to our Heavitree Hospital for overnight care.  There is a member of staff on site 24 hours a day to attend to the inpatients.

Inpatients are checked and needs attended to on a regular basis through the day and night including weekends. The frequency of out-of-hours checks when the surgeries are closed and unattended will be determined according to the animals’ condition and needs. This need will be decided by the Veterinary Surgeon in charge of the case. For example, animals in a critical condition under intensive care, they receive continuous 24 hour monitoring (if appropriate supported by CCTV) with immediate attendance available at all times. At the other end of the scale, animals that are boarded and do not require any medical attention and who are at no risk of complications will be checked, cleaned, fed and other necessities attended to, a minimum of twice in a full day.
Appointments and fees:

Consultations and visits are by appointment only, from 8.30 am until 6.30pm, apart from an open emergencies only surgery between 10 and 11 on Sunday morning at our Heavitree Veterinary Hospital. Information on fees and charging structure are available on request from our surgeries during working hours. All Clients are entitled to a second opinion or to seek the services of an alternative Veterinary Surgeon. If we are asked to provide a second opinion or to take on a case undergoing treatment with another Veterinary Surgeon, we will only do so after consulting the first opinion veterinary surgeon or making all reasonable efforts to do so, in order that we are as fully informed of the investigation and treatment already undertaken.


Payment is due at the time of consultation, collection of medications or products, or the discharge of your animal from the surgery after treatment. A detailed summary of the fees incurred can be provided on request and a detailed receipt will be presented on payment of any fees. Payments can be made by cash or credit card. We will charge a single accounts administration fee of £14+VAT for all Statements raised as a result of non payment under these terms. Only with prior consent from the Practice Manager or Partners can an account be left unpaid at the time of the consultation, collection of medications or discharge of an animal. If the account remains unpaid for more than 30 days from the date of the first invoice, we will charge interest from the date of the first invoice outstanding, at a rate of 3% per month on amounts remaining unpaid. Unless there is prior arrangement, any accounts that remain unpaid after 60 days will receive a final demand and if after a further 14 days the account remains unpaid the debt will be placed into the hands of our Professional Debt Collectors and the money outstanding will continue to accrue interest at the above rate until the account is paid.

Written estimates are available on request and will cover the approximate overall charge including VAT for any procedure or treatment, pre and post operative checks, and any diagnostic tests. Additional charges may arise if unforeseen procedures are necessary and if complications occur. If during the course of treatment it becomes evident that an estimate or limit set by a client or advised by an estimate is likely to be exceeded, every reasonable effort will be made to contact the client so that consent to the increase may be obtained. However if the client cannot be contacted we reserve the right to undertake all reasonable procedures in the interest of the health, safety and welfare of the animal concerned. These procedures will be kept to the minimum required in the interest of the health, safety and welfare of the animal under our care.
Account queries and outstanding debt:

If you have any question about your invoice or charges please contact the accounts department within 30 days of payment or presentation of an invoice. We reserve the right to pursue unpaid fees in any manner we deem appropriate including civil proceedings. Any costs incurred collecting overdue accounts will be passed on to the debtor. If you anticipate difficulties in paying for our services, please discuss this matter with a member of our staff prior to a consultation, so that appropriate arrangements can be made. We reserve the right to withhold veterinary services from persistently slow payers and bad debtors and will give notice of this in writing. We will charge interest at a rate of 3% per month from the date of the first invoice on amounts remaining unpaid 30 days from the date of invoice.  In very exceptional circumstances, for our longstanding clients with a good credit record, and with agreement of CityVets management, regular payments can be arranged to pay off outstanding debt.

Vaccination reminders and Insurance:

We will issue reminders for vaccinations and for certain medications when provided with the correct information by the client. We however do not take responsibility for any errors or omissions and it is the clients’ responsibility to ensure vaccinations are kept up to date. It remains the clients’ responsibility with an insured animal to maintain and document all correspondence as required by the insurance company and to inform us of any relevant issues, in particular limitations and exclusions.

Prescriptions are available on request from this practice. You may obtain relevant veterinary medicinal products from CityVets practices or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. We only prescribe relevant veterinary medicinal products following a clinical assessment of an animal so that it is deemed to be under our care. A prescription may not be appropriate if an animal is an in-patient or immediate treatment is necessary. Clients will be informed, on request, of the price of any medicine that may be prescribed for an animal.
Repeat Prescriptions for supply of Prescription only Medicines (POMV’s): The general policy of this practice is to re-assess an animal requiring repeat prescriptions and supply of relevant medicinal products every three months, but this may vary with individual circumstances at the Veterinary surgeons discretion. The present standard charge for a repeat prescription examination can be obtained from CityVets branches during working hours. We require a minimum of 24 hours notice for the authorisation and preparation of repeat prescriptions. Depending on stock availability drugs ordered on a Friday or Saturday may not be dispensed until Monday afternoon. Unused and surplus drugs should be returned to the surgery for disposal in accordance with current legal requirements. No refund can be given for drugs returned to the surgery.

Website and Social Media:

Any articles, views, comments or statements on the CityVets website or social media are for general, non educational purposes only and do not intend to prejudice or replace a Veterinary consultation.  We record all calls to and from the practice for the purpose of training and security.

Complaints Procedure:

All practicing Veterinary Surgeons have to be registered with the Royal College of Veterinary Surgeons and as such are bound by the provisions of the Royal College of Veterinary Surgeons ‘Guide to Professional Conduct’. This provision ensures that Veterinary Surgeons provide a high standard of professional service which is continually updated. We hope that you never have any reason to complain about the service that you receive from CityVets. However, in the event that you are unhappy about any aspect of the service that you have been provided with, please discuss the issue in the first instance with the Veterinary Surgeon or member of staff with whom you have been dealing. Should you still feel that you have not had your complaint dealt with to your satisfaction, we would request that you speak to, or put your complaint in writing to one of the Partners. Ultimately, should you still not have your complaint satisfactorily addressed we are able to provide you with contact details of our governing body, The Royal College of Veterinary Surgeons, where the issue may be addressed to them and they will advise you on the validity of your complaint. CityVets 2017