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Fen View Pet Clinic Limited – Terms & Conditions

Fen View Pet Clinic Limited (company number: 16517348)

Registered office: 288 Ugg Mere Court Road, Ramsey Heights, Huntingdon, Cambridgeshire, England, PE26 2RJ

In these terms, “we”, “us” or “the Practice” means Fen View Pet Clinic Limited, and “you” or “the client” means the owner or person responsible for the animal.

Our aim at Fen View is to treat each patient as if they were our own pet, and to give each the best possible veterinary care. To offer the best possible service to our clients, and to charge a reasonable fee for our work. We work within standards denoted by the RCVS guidelines, which are available at www.rcvs.org.uk.

Appointments and Opening Hours

All consultations are by appointment only.

Surgical procedures and advanced treatments are carried out at our main surgery in Clacton.

Please arrive on time for your appointment. If you are late, we may need to reschedule.

Out-of-Hours and Emergency Care

If you require urgent veterinary assistance outside our normal opening hours:

Please call the practice number and follow the recorded instructions.

You will be directed to our out-of-hours provider: Cromwell Veterinary Group in Huntingdon.

Please note:

· You are responsible for transporting your pet to the emergency clinic.

· Emergency services are charged separately by the out-of-hours provider.

Fees and Payment

All consultations and treatments are subject to a fee.

Payment is due at the time of treatment unless agreed otherwise in advance.

We accept card, cash or bank transfer. 

If payment is not made when due, we reserve the right to:

· Withhold further treatment (except in emergencies where animal welfare is at risk)

· Charge interest on overdue accounts in line with applicable legislation.

Prices and Estimates

Our fee list is available on request.

We aim to provide estimates for treatments and procedures where possible.

Please note:

· Estimates are based on initial findings and may change if your pet’s condition requires additional treatment.

· We will always try to keep you informed of any significant changes in cost.

Pet Insurance

We strongly recommend insuring your pet.

We can complete insurance claim forms on your behalf (an administration fee may apply).

In most cases, you are required to pay us first and reclaim costs from your insurer.

We may offer direct claims (where the insurer pays us directly) if:

· This is agreed in advance (except in emergencies)

· A completed claim form is provided

· The policy excess and any administration fees are paid.

Important: You remain responsible for all fees, regardless of whether your insurance claim is successful.

Prescriptions and Medication

Prescription-only medicines can only be supplied for animals under our care.

A fee may be charged for written prescriptions.

We require at least 48 hours’ notice for repeat prescriptions.

For pets on long-term medication:

· Regular check-ups (at least every 6 months) are required

· This ensures compliance with legal requirements and safe treatment.

Clinical Records

Clinical records, including X-rays and test results, remain the property of the Practice.

Copies can be provided on request or sent directly to another veterinary practice.

Your Responsibilities

You agree to:

· Provide accurate and up-to-date information about your pet

· Follow advice and treatment plans given by our veterinary team

· Ensure your pet is handled safely while at the Practice

Liability

We are committed to providing a high standard of veterinary care.

However:

· We are not liable for loss or damage caused by circumstances beyond our reasonable control

· We do not accept responsibility for complications that are an unavoidable risk of treatment, provided we have acted with reasonable care and skill

Nothing in these terms limits liability where it would be unlawful to do so, including for death or personal injury caused by negligence.

Complaints

We aim to provide an excellent service at all times.

If you are unhappy with any aspect of our service:

· Please contact our Practice Manager in the first instance

· We will acknowledge your complaint and aim to resolve it promptly

If you are not satisfied with our response, you may contact the Royal College of Veterinary Surgeons (RCVS), which regulates veterinary practices in the UK.

Data Protection

We process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Further details are available in our Privacy Policy: https://fenviewpetclinic.co.uk/privacy-policy

Changes to These Terms

We may update these Terms & Conditions from time to time. The latest version will always be available at the Practice and on our website.

Governing Law

These Terms & Conditions are governed by English law, and any disputes will be subject to the jurisdiction of the English courts.