Terms & Conditions

Terms & Conditions

General Conduct
Pets’n’Vets provides a safe place for our staff, our clients and their pets. No abusive or aggressive behaviour towards staff or other clients will be tolerated under any circumstances. in addition, we will not tolerate hitting or smacking of pets.  

Any behaviour deemed to be inappropriate by the management may result in withdrawal of our non-emergency services. Such a decision will be final and confirmed in writing. 

Our Practices

The Pets’n’Vets Family provide excellent care for pets in our care and provide pet health and emergency services at the following locations;-

The Roundhouse Veterinary Hospital,

43-47 Cogan Road, Pollokshaws, G43 1BJ

Tel 0141-649-4949

Pets’n’Vets Crookfur,

Unit 5 Corrour Road, Newton Mearns, G77 6TR

Tel 0141-639-5066

Queen’s Park Veterinary Surgery,

334 Langside Road, Govanhill, Glasgow, G42 8XR

Tel 0141-424-4117

Pets’n’Vets – East Kilbride,

2 St James’ Ave., Hairmyres, East Kilbride

Tel 01355-261-262

McDonald Vets – Scotstoun,

1411-1413 Dumbarton Road, Scotstoun, Glasgow, G14 9XS

Tel 0141-959-0749

McDonald Vets – Queen Margaret Drive,

124 Queen Margaret Drive, N. Kelvinside, G20 8NY   

Tel 0141-946-3651

Blantyre Veterinary Surgery,

169 Stonefield Road, Blantyre, Lanarkshire, G72 9SD

Tel 01698-327-123

 

Open Hours and Out of Hours Provision

Our Practices are open during the following hours, 

The Roundhouse Veterinary Hospital,

M-F: 8am – 10pm

Sat & Sun: 9am – 5pm

Bank holidays: 9am – 5pm

Note: There is a veterinary professional on site at all times to monitor inpatient cases

Tel 0141-649-4949

Pets’n’Vets Crookfur,

M-Tu: 9am – 7pm (7pm – 10pm, Consults at the Roundhouse Hospital)

W-Fr: 9am – 6pm(6pm – 10pm, Consults at the Roundhouse Hospital)

Sat & Sun: Closed, Consults at the Roundhouse Hospital

Bank holidays: Closed, Consults at the Roundhouse Hospital

Tel 0141-639-5066

Queen’s Park Veterinary Surgery,

M-F: 9am – 7pm (7pm – 10pm, Consults at the Roundhouse Hospital)

Sat & Sun: Closed, Consults at the Roundhouse Hospital

Bank holidays: Closed, Consults at the Roundhouse Hospital

Tel 0141-424-4117

Pets’n’Vets – East Kilbride,

M-F: 9am – 7pm (7pm – 10pm, Consults at the Roundhouse Hospital)

Sat: 9am – 12.00pm  (12pm – 5pm,Consults at the Roundhouse Hospital)

Sun: Closed, Consults at the Roundhouse Hospital

Bank holidays: Closed, Consults at the Roundhouse Hospital

Tel 01355-261-262

McDonald Vets – Scotstoun,

M-F: 9am – 7pm (7pm – 10pm, Consults at the Roundhouse Hospital)

Sat: 9am – 12.00pm (12pm – 5pm, Consults at the Roundhouse Hospital)

Sun: Closed, Consults at the Roundhouse Hospital

Bank holidays: Closed, Consults at the Roundhouse Hospital

Tel 0141-959-0749

McDonald Vets – Queen Margaret Drive,

M-F: 9am – 7pm (7pm – 10pm, Consults at the Roundhouse Hospital)

Sat & Sun: Closed, Consults at the Roundhouse Hospital

Bank holidays: Closed, Consults at the Roundhouse Hospital

Tel 0141-946-3651

Blantyre Veterinary Surgery,

M-F: 9am – 7pm (7pm – 10pm, Consults at the Roundhouse Hospital)

Sat: 9am – 12.00pm (12pm – 5pm, Consults at the Roundhouse Hospital)

Sun: Closed, Consults at the Roundhouse Hospital

Bank holidays: Closed, Consults at the Roundhouse Hospital

Tel 01698-327-123

We reserve the right to change the opening hours to any or all of our practices but guarantee that we will always provide details of an alternative Emergency Care provider. In the event of this occurring details will be made available upon our telephone system in the form of a recorded message.

Out of Hours Provision

Glasgow University Small Animal Hospital provides Out of Hours Emergency Care for our clients’ pets when our Hospital is closed.

M-Th: 10pm – 8am

Fri: 10pm – 9am

Sat: 5pm – 9am

Sun 5pm – 8am

The requirement to contact Glasgow University Small Animal Hospital will be communicated by way of our telephone system and a recorded message.

Glasgow University Small Animal Hospital,

Bearsden Road (Switchback Road), Glasgow, G61 1QH

More information on their service at www.gla.ac.uk/schools/vet/sah/services/ooh

Tel 0845-850-2080

Out of Hours Charges

In order to cover the costs of our in-house Out of Hours provision we charge a small premium on top of our consulting fee with a discount provided to “Pets’n’Vets Family Members”.

Pets’n’Vets Family Membership

A Pets’n’Vets Family Member is a Dog or Cat that has been vaccinated at a Pets’n’Vets Family Practice during the proceeding rolling 12 month period (excluding pets that have been specifically advised against vaccination by a veterinary surgeon).

Dogs and Cats may qualify for Pets’n’Vets Family Member status if they have been seen regularly over the preceding rolling year at our practices at Pets’n’Vets Family staff discretion.

All other (non-dog or cat) pets will be considered Pets’n’Vets Family Members so long as they have been examined by Pets’n’Vets Family Vets or Nurses during the preceding year.

In the case of new pets (ie within their first year of new ownership) and may not yet be requiring a vaccination or examination – such pets will only be considered Pets’n’Vets Family Members if they have been registered with the Pets’n’Vets Family in advance.

NB All Pets’n’Vets Family Membership will be consider null and void should that Pet’s history be requested by another Veterinary Practice. In this situation the owner of the pet will be consider to have removed their pet from the practice. The only two exceptions to this are 1) in the case of a Pets’n’Vets Family organised referral or 2) in an emergency situation when it would be unsafe for the pet to travel to the closest Pets’n’Vets Family Practice.

In-house Out of Hours Charges

M-F: 7pm – 10pm:Pets’n’Vets Family Member Consultation- £59.85*, Non-Pets’n’Vets Family Members Consultation- £95.00*

Sat – Sun: 3pm – 5pm: Pets’n’Vets Family Member Consultation- £59.85*, Non-Pets’n’Vets Family Members Consultation- £95.00*

Bank Holidays: Pets’n’Vets Family Member Consultation- £59.85*, Non-Pets’n’Vets Family Members Consultation- £95.00*

*all prices are inclusive of VAT

Glasgow University Veterinary School – Small Animal Hospital Out of Hours Charges

Up to date costs of Out of Hours Consultations can be established by telephoning the Small Animal Hospital on 0845-850-2080

NB All treatment and associated charges carried out by Glasgow Small Animal Hospital form part of a contact directly between Glasgow Small Animal Hospital and pet owner, the Pets’n’Vets Family cannot be held responsible for issues or problems arising from such.  

Payment Terms 
Payment is acceptable in the form of credit/debit cards (Maestro/ Solo/MasterCard/Visa/Visa Delta/Visa Debt), cash payments or cheques.

All fees are payable at time of treatment, time of collection of medication or collection of or for your pet. Any alternative arrangements are considered on an individual basis and must be arranged in advance with either a Partner or the Practice Manager.  

The Pets’n’Vets family does not offer an account facility. We reserve the right to withdraw treatment due to lack of payment, this may result in Veterinary treatments being withheld and released on limited bases and at the discretion of the Vet and for medical reasons. The Partnership of the Pets’n’Vets Family cannot be held responsible for adverse effects on the animal due to failure of the owner to administer the appropriate medication (for whatever reason).

The Pets’n’Vets Family reserve the right to apply an administrative charge for non-forthcoming late payment. We also retain the right (after due notice) to refer non-paying clients to a debt collection agency.

Estimates 
We aim to provide you with an itemised estimate of the anticipated costs of treatment for your pet, we will always endeavour to contact you if this estimate is likely to be exceeded. However, there may be circumstances when immediate treatment is required and as such we cannot guarantee the estimate will be the total final cost.

Insurance 
The Pets’n’Vets Family strongly advise Pet insurance for all pets. Our staff are not authorised by the FSA to give direct advice on specific Pet insurance policies; it is entirely at the owners’ discretion which Insurance Policy they choose for their pet. Pets’n’Vets will not charge for completing insurance claim forms for our Members. We will endeavour to complete and send completed claims forms to insurance companies as swiftly as possible but cannot guarantee a specific timescale. Insurance Claim forms will be sent by non-registered Royal Mail Post or by email in the case of an e-claim. Pets’n’Vets cannot be held responsible for non-payment of insurance claims by insurance companies, the loss of Claims forms by any third party or restrictions and excesses placed on policies. Pets’n’Vets staff are bound by law to provide insurance companies with an accurate account of the condition and treatment of  your pet regardless of how that may affect a specific claim.

The Pets’n’Vets Family is currently authorised to provide 4 weeks’ free Pet Insurance Policies from Pet Plan (specifically for dogs, cats and rabbits between 6 weeks and 1 year). We will endeavour to offer this policy in appropriate cases but insurance cover should not be assumed and is not implied by simply visiting our Veterinary practice (even when a Pup-Start Package has been purchased). Pets’n’Vets will not be held responsible in the case that the policy is not offered. In the case of provision of a Pet Plan 4 week Policy the contract is exclusively between the client and Pet Plan.  

Vaccine Reminders 
At Pets’n’Vets we offer a vaccine reminder service by postcard and text message. It is however the sole responsibility of the owner to present their pet for vaccination, regardless of the receipt or otherwise of a vaccine reminder.


Policy on Prescriptions 
You may obtain Prescription Only Medicines, Category V (POM-V) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. Prescriptions are available from the Practice, however, your veterinary surgeon may only prescribe these medicines for animals under their care – “under their care” specifically requires that the veterinary surgeon has examined the animal in question sufficiently recently and at sufficient frequency to be satisfied that the medication prescribed at the given dose remains appropriate. A prescription is not likely to be appropriate if your animal is an in-patient or immediate treatment is necessary. 

The general policy of the practice is to reassess any animal requiring repeat prescriptionat least every six months, although this will vary with individual circumstance and medication type. A standard charge will be made for writing a prescription and detail of this fee and the standard re-examination charge is available in the practice

Transportation of Pets 
At Pets’n’Vets we may from time to time transport pets under our care from one of our practices to another. This will only be done if we feel that it is safe for your pet to travel and treatment will be better carried out at another of our branches, this may be for the reason of equipment, personnel, facilities or other. We will endeavour to make you aware of any such movements but reserve the right to transport your pet as the Veterinary Surgeon sees fit.    

Ownership of Patient Notes and Records 
Patient notes and materials (such as X-rays) remain the property of The Pets’n’Vets Family. We will pass case notes onto other Veterinary bodies at the request of our clients.


Customer Feedback 
We look forward to working with you to keep your pet healthy and happy but, if at any time you have concerns or suggestions, please do not hesitate to contact us. We actively welcome your feedback and can assure you that any issues raised will be appropriately addressed.

Competitions and Give-Aways 
From time to time we may run a competition or give-away. Competitions will be run and drawn in accordance with the law of the land and in the spirit of fun. No cash alternative is offered. The decision of the Practice Partners is final. Pets’n’Vets reserve the right to withdraw or discontinue any such initiative without notice.


Formal Complaints
Whilst we hope you will never have need to complain about our service, in the unfortunate event that you wish to raise a formal complaint with Pets’n’Vets we request that a formal letter setting out the grounds of the complaint are sent to the following address:


FAO: The Partnership, The Roundhouse Veterinary Hospital, 43-47 Cogan Road, Pollokshaws, G43 1BJ 


Upon receipt of your letter one of our team will investigate the details of your particular case and respond accordingly to you. We will endeavour to respond to a complaint within 7 working days of receipt if at all possible.

Changes in Policy 
No addition or variation of these conditions will bind the Practice unless it is specifically agreed in writing by one of The Pets’n’Vets Family’s Partners. No agent or person employed by or under contract with Pets’n’Vets has the authority to avoid, supplement, diminish, alter or vary these conditions in any way.

Terms and conditions are subject to change without notice. The statement above pertains to all Pets’n’Vets Family Practices including Queens Park Veterinary Surgery, Blantyre Vets, Mcdonald Vets and the Roundhouse Veterinary Hospital. If you have a query not covered by the terms and conditions herein please contact the practice.

Without prejudice

 

Quick Contact
  • The Roundhouse Hospital
  • Pets'n'Vets Crookfur
  • Pets'n'Vets East Kilbride
  • Queens Park Vets
  • McDonald Vets Scotsoun
  • McDonald Vets QMD
  • Blantyre Vet Surgery
  • 0141 649 4949
  • 0141 639 5066
  • 01355 261 262
  • 0141 424 4117
  • 0141 959 0749
  • 0141 946 3651
  • 01698 327 123
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The Roundhouse Veterinary Hospital

43-47 Cogan Road

Auldhouse Retail Park

Pollokshaws

G43 1BJ

0141-649-4949