Thank you for entrusting the care of your pet(s) to Medicor Veterinary Practice. This document outlines our Terms and Conditions. Some sections may not be relevant to your particular case; if you require further explanation or clarification, please speak to a member of our team.

We operate on an appointment-only basis, Monday to Friday from 9:00am to 6:00pm.

Please note that failure to cancel an appointment with at least 24 hours’ notice will incur the full consultation fee of £50.

Medicor Veterinary Practice reserves the right to decline new client registrations or to provide services at our discretion.

Our team is committed to delivering high-quality, compassionate veterinary care. We aim to work collaboratively with pet owners and keep you involved in decisions regarding your pet’s care. Treatment quotations (verbal or written) are available upon request. In some cases, we may seek advice from a specialist or refer your pet for specialist treatment. Should this be necessary, we will discuss the options and estimated costs with you and assist with the referral process.

Registration and Contact Details

We are required to maintain accurate client and patient records. Please inform us of any changes to your contact details so our database remains current. We may periodically ask you to confirm your details.

Data Protection

We are committed to protecting your privacy and comply fully with the Data Protection Act 2018. Medicor Veterinary Practice is registered with the Information Commissioner’s Office.

Your data will be used only in connection with the care of your pet(s). Full details can be found in our Privacy Policy. Your clinical records (including radiographs, ultrasound scans, and lab reports) will only be shared with other veterinary providers with your prior authorisation.

New clients or second-opinion cases must provide medical records from their previous veterinary practice.

In some cases, we may need to share your information with regulatory bodies for fraud prevention or legal compliance. If you have any questions, please contact the Practice Manager at Medicor Veterinary Practice, Kennaa Equestrian Centre, Kennaa Road, St Johns IM4 3LW, or email info@medicorvet.com.

There are three reasons we may contact you using your personal data:

• General information about our services, including holiday hours and operational updates
• Reminders for ongoing treatments, medication, or upcoming appointments
• Promotion of new products or services not currently in use

You can opt out of any of the above communications by emailing info@medicorvet.com.

 

Veterinary Legislation and Professional Standards

Our practice adheres to the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct.

Veterinary surgeons can only prescribe medications to patients under their care. This requires a physical examination unless the patient is on long-term medication, in which case regular review appointments will be necessary.

Repeat prescriptions require 72 hours’ notice and must be authorised by a vet. Legally, the maximum interval for prescription without re-examination is six months, but this can vary based on the animal’s condition and the medication prescribed.

Some medications (including controlled drugs) may be supplied only in small quantities. We cannot dispense human medicines when veterinary-licensed alternatives are available unless specifically indicated and explained.

Supply of Medicines for Therapeutic Use

We can provide most prescription medicines directly or supply a written prescription upon request. Written prescriptions are for use within the UK only and may involve a fee. Please note that a veterinary examination may still be required.

We can also dispense prescription medicines written by another registered veterinary surgeon.

Preventative Healthcare Medicines

Preventative treatments such as flea, tick, and worm control are prescribed only to animals seen within the past six months for a consultation or within last twelve months for vaccination. These medicines are prescription-only and offer superior safety and efficacy compared to non-prescription alternatives.

Return of Unused Medicine

We are happy to accept unused medication for disposal, free of charge. However, we cannot offer refunds on medicines that have left our premises, as we cannot guarantee proper storage. We can dispose of medication obtained elsewhere.

Out of Hours Service

Our normal hours are Monday to Friday, 9:00am to 6:00pm. An emergency out-of-hours service is available for urgent cases and hospitalisation.

Out-of-hours consultations are held at the practice only. We do not provide home visits outside normal hours.

In an emergency, please call +44 1624 663399 or +44 7624 318444 and leave a voicemail including your name, your pet’s name, and a contact number. The on-call vet will return your call. If no message is left, we will not be able to respond.

Please note, there is no staff member on-site 24/7.

We also offer free access to VidiVet app for our registered and active clients (read more about VidiVet).

Consent

As per RCVS guidelines, written consent is required for:

• All procedures involving clinic admission
• Use of medications not licensed for the species or condition
• Euthanasia procedures

Charges

All services, medications, and products are subject to VAT. Prices are based on the time, skill, and risk involved in each treatment. Our price list for common procedures is available on our website.

Promotions are offered at our discretion and are subject to availability.

Estimates of Charges

We can provide cost estimates for different treatment options. Please be aware that due to the unpredictable nature of medical care, unforeseen costs may arise. We will keep you informed if this occurs. Estimates remain valid for 14 days.

Expectations About Payment

Full payment is required at the time of treatment. We accept the following methods:

• Cash
• Credit/debit card (American Express not accepted)

Bank transfers are only accepted if pre-approved by the Practice Manager.

We do not offer payment plans. Any instalments or part-payments must be authorised by the Practice Manager in advance. Please raise any concerns regarding payment before treatment begins.

Payment Policy

To provide transparency, please note the following:

• Full payment or a completed insurance claim form is required at the time  services and products are provided
• Insured clients must pay the insurance excess  and for the products or services that cannot be claimed at the time of appointment
• If unsure of your excess amount, a standard charge of £250 will apply
• Alternatively, you may pay in full and claim back from your insurer
• A treatment estimate will be provided before any planned procedure
• A deposit is required following admission and before a planned procedure. The balance is due upon collection
• Deposits apply to:
  – Dental (scale and polish with or without extractions)
  – Bitch spay
  – Cat spay
  – Dog castration
  – Cat castration
  – Soft tissue surgery
  – CCWO
  – Other orthopaedic surgeries
  – Orthopaedic x-rays
  – Diagnostics and hospitalisation
• Deposit amounts are listed on our website
• For insured patients undergoing procedures, pre-authorisation from the insurer is required
• Bank transfers are not permitted unless pre-approved by the Practice Manager

Pet Health Insurance

We strongly recommend pet insurance to cover unexpected veterinary costs. Unless agreed otherwise, clients are expected to pay in full and reclaim from their insurer.

We can facilitate direct claims with some insurers, subject to approval by the Practice Manager and the following conditions:

• Direct claims are not guaranteed and are offered on a case-by-case basis
• We may refuse direct claims from providers with poor payment performance
• Relevant insurance documents must be provided within 7 days of treatment
• If not provided within this timeframe, the client will be invoiced in full
• The insurance excess must be paid when submitting the claim

Please note we do not process direct claims with Purely Pets or Co-op Insurance due to consistently slow claims processing. Clients insured with these providers must pay in full and seek reimbursement directly.

Unsettled Accounts

Accounts not paid within 7 days will receive a reminder. If unpaid after 30 days, we may:

• Refer the debt to the Small Claims Court
• De-register the client and their pets
• Add any debt recovery costs to the outstanding amount

Returned cheques, failed card payments, or counterfeit cash will result in restoration of the original account balance with additional charges.

Inability to Pay

If you are unable to pay, please speak to the Practice Manager immediately. We do not offer payment plans. Any alternative arrangements must be authorised by management.

 

Complaints About Care and Service

If you have any concerns regarding your pet’s care, please speak to the attending vet first. You may also request a second opinion from another vet within our practice or a referral to another clinic.

If you are not satisfied, you can find our Complaint Policy on our website or ask a team member to provide you with a copy.

While we aim to resolve concerns informally, unresolved issues can be raised with the RCVS.

Please note, the RCVS only investigates issues related to professional conduct, not financial disputes or claims of negligence unless they suggest a serious breach of professional standards.

You may also consider the mediation service at Veterinary Client Mediation Service.

Client Conduct

We expect respectful and appropriate behaviour from all clients, just as you expect professionalism from us. Unacceptable behaviour includes:

• Swearing
• Aggressive, abusive, or intimidating conduct
• Defamation on social media without prior engagement with us

Such behaviour may result in de-registration of you and your pet(s) from our practice.

Please note, our premises are monitored by CCTV for the safety of our staff and clients.

We look forward to a long and healthy relationship with you and your pets.

Medicor Team