Pratice Terms & Conditions
Thank you for choosing The Pets’n’Vets Family. This document sets out the terms of the contract established between The Pets’n’Vets Family and you, the pet owner, which comes into being when you register your pet with us or when you ask us to provide veterinary services.
Should you have any questions regarding any aspect of these terms of business, please do not hesitate to ask us.
The Roundhouse Veterinary Hospital, Roundhouse Referrals and all Pets’n’Vets practices provide 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 the hitting or smacking of pets.
Any behaviour deemed to be inappropriate by our management team may result in withdrawal of our services. Such a decision will be final and confirmed in writing.
All Pets’n’Vets practices including the Roundhouse Veterinary Hospital, provide excellent care for the pets in our care, and health and emergency services at all our locations. Full details of all our practices, including opening hours, can be found here
Our Opening Hours
We reserve the right to change the opening hours at any 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 by way of our telephone system in the form of a recorded message. Please note that there is always a veterinary professional on site to monitor inpatient cases at the Roundhouse Veterinary Hospital.
Out of Hours Provision
Glasgow University Small Animal Hospital provides Out of Hours Emergency Care for our clients’ pets when our Hospital is closed. The times are as follows:
Monday to Thursday: 10pm to 8am
Friday: 10pm to 9am
Saturday from 5pm until Sunday at 9am
Sunday from 5pm until Monday at 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 is based at Bearsden Road (Switchback Road), Glasgow, G61 1QH. More information can be found here: www.gla.ac.uk/schools/vet/sah/services/ooh
All treatment and associated charges carried out by Glasgow Small Animal Hospital, form part of a contract directly between Glasgow University Small Animal Hospital and the pet owner and The Pets’n’Vets Family cannot be held responsible for any issues or problems arising from such an agreement.
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:
In-house Out of Hours Charges
Monday to Friday 7pm – 10pm: Consultation is £95.00*
Bank Holidays: £95.00*
*All prices are inclusive of VAT
We accept payment in the form of credit and debit cards (Maestro/ Solo/MasterCard/Visa/Visa Delta/Visa Debt), cash or cheque.
We will aim to provide you with an itemised estimate of the anticipated costs of treatment for your pet and 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 final cost.
We strongly advise Pet Insurance for all pets. Our staff are not authorised by the FSA to give direct advise on specific pet insurance policies, it is entirely at the owner’s discretion which Insurance Policy they chose for their pet.
Pets’n’Vets charge a £10 fee for completing insurance claim forms for our clients. You will be charged £10 for a maximum of 3 months of veterinary work to be processed, and for each 3-month period thereafter. We endeavour to complete and send completed claim 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 this may affect a specific claim.
Pets’n’Vets offer a vaccine reminder service by letter, email and text message. It is however the sole responsibility of the pet 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. You may also 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 enough 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 a repeat prescription at 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 from your practice.
Photography in our Practices
Whilst we understand the desire to capture as many moments of a pet’s life as possible we ask that you do not take photographs or video recordings at our practices, including during consultations and treatments without prior permission from our Partners in writing.
The 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 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 reasons including equipment, personnel or facilities. 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 all case notes X-rays and results back to Referring Veterinary Practices and onto other Veterinary bodies at the request of clients.
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.
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: Karen Wrightman, 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 case and respond accordingly to you. We will endeavour to respond to a complaint within 7 working days of receipt if 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.
*Policy Updated May 2019