Information for our clients

Updating Details

Please keep us informed of any changes to your address, surname or contact information. We will occasionally ask you to confirm details when you visit us.

Payments

Payment is expected on the day of treatment. If you are unable to pay immediately YOU MUST INFORM THE STAFF BEFORE YOUR PET IS SEEN BY THE VET. We occasionally allow payment plans after reception staff have conferred with management. Payment plans will entail regular communication from us requesting payment of outstanding balances. Please understand this to avoid future unpleasantness.

Preorders

Please pre-order repeat prescriptions,
deworming medications, anti-flea and tick medications, specialized pet foods and so on.
Please allow us 24 to 48 hours (depending on the item) to process the order.
Repeat prescriptions cannot “run on” infinitely.
We will need to see the pet at least every 6-12 months in order to check health status and effect of medication – this is a legal requirement.

Communication

Please feel free to contact us using voice calls and WhatsApp. If you have any queries or complaints, please let us know – we are here to help!

Refusal of Service

We have the right to REFUSE SERVICE WITHOUT EXPLANATION for NON EMERGENCY cases if you are deemed to be acting in a rude or otherwise unacceptable manner to any member of our staff.
We may also withhold non-emergency treatment or sale of front house items if you owe us money.