Call us: 01442 863101
Terms & Conditions
​Welcome to St John’s Veterinary Surgery. We are delighted that you have entrusted the care of your much-loved pet with us here. We endeavour to do our best for you and your pets and ask that you please read our terms and conditions. By registering with us, accepting our services and/or purchase of goods you agree with St John’s Veterinary Surgery’s Terms and Conditions of business as follows:
FEES
All fees are payable on the day at the time of consultation, on collection of drugs or on collection of your pet when in-patient treatment is involved. All fees, consumables and drug charges are subject to VAT at the current rate. Fees are determined depending on the time spent on a case, drugs, materials, consumables and equipment used. A detailed receipt is available on request.
ESTIMATES
We are happy to provide estimates on request for any treatment options being offered for your pet. Please be aware that sometimes a full assessment of the extent and nature of a problem may not be possible until the procedure is underway, therefore your estimate is an approximate cost. We will do our best to keep you informed of any additional costs, however sometimes the final figure may be higher. Our main priority is the care of your pet.
PRESCRIPTIONS & MEDICATIONS
A written prescription can be issued to you for your pet should you wish to source drugs from a third party. Only one drug can be put on each prescription. A fee will be charged for each prescription provided. Please allow 48 hours for written prescriptions and any repeat medication prescription requests.
In order to be able to provide a prescription, a pet has to be under our care, and your pet will need to be examined by a vet every 3-6 months. The standard consultation charge for examination applies.
St John’s veterinary surgery is not able to accept the return of medications for credit or refund. We can accept medications for disposal, this may incur a cost eg. If disposal of sharps containers etc. needed.
OUT OF HOURS
Pets are not kept overnight at St John's Veterinary Surgery. Our out of hours service for overnight care is provided by a third party.
Vetsnow, C/O Barton Lodge Veterinary Surgery, 1 Midland Road, Hemel Hempstead, Herts. HP2 5BH. Telephone: 01442 863101 and you will be transferred to them during out of hours. An alternative out of hours telephone number is 01442 768484. Details of any emergency veterinary treatment your pet receives at this centre will be emailed back to us so we can continue your pet’s care. Any invoices or agreements are unrelated to St John’s Veterinary Surgery and are the owner’s responsibility to settle.
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PET INSURANCE
It is the owner’s responsibility to check your insurance policy for cover for a condition or surgery, please settle your vet bill and then reclaim the fees from your insurance company. We can process insurance claim paperwork for which there is an admin fee.
DATA PROTECTION & PRIVACY
St John’s Veterinary Surgery is committed to protecting and respecting your privacy. We promise to only use client details for the purpose of our business. We will not intentionally pass any details on to third parties without your permission. We endeavour to keep your details correct on our database. You, the client will keep us up to date with your correct personal information to allow us to provide our services to you. These will include your name, address, contact telephone number and email address, animal details, details of owners or agent looking after the animals and details of any other veterinary practice that your pet has been registered with. By registering as a client with St John’s Veterinary Surgery, you give permission for us to contact your previous veterinary practice(s) for any medical history.
We may be required to share your personal data with your pet insurance company, or specialist veterinary referral centre or specialists should we need to refer your pet to them.
CCTV is used on the St John’s veterinary practice premises for security purposes.
OWNERSHIP OF RECORDS
Clinical records, radiographs, ultrasound scans, laboratory test results and similar documents are the property of and will be retained by St John’s Veterinary Surgery. A charge is made for the procedure and interpretation of results. Ownership of the record eg xray or ultrasound scan etc, remains the property of St John’s Vets. By request and with permission from the owner, a copy of the records with a summary of history of your pet(s) can be passed onto another Veterinary surgeon taking over the treatment and care.
VACCINATION REMINDERS
Whilst we make every effort to send out reminders for annual vaccinations via text message and email, it is the client’s responsibility to keep the vaccinations up to date. We would advise that you please keep a personal record of when your vaccinations are due.
COMPLIMENTS, COMPLAINTS & STANDARDS
It brings a great deal of job satisfaction and contentment for us to hear when we have done well, and we welcome any emails of support and love for our team!
We hope that you never feel the need to complain about the standard of service you have received from St John’s Veterinary Surgery. Should you have any concerns or need to make a complaint, please discuss them with one of our veterinary surgeons and detail them in writing for the attention of Louisa Jolliffe to: admin@stjohnsvets.co.uk
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HOME VISITS
In most cases your pet will be able to have better service and treatment if brought into the veterinary practice where we have the equipment, facilities and staff needed on hand to treat your pet. However, in some cases you may find it preferable to provide treatment at your home, this can be done by arrangement by telephone. The more advance notice we have the better, though we understand this is not always feasible and we will endeavour to come to you when possible.
TERMS & CONDITIONS VARIATIONS
No additions or variations of these conditions will bind the practice unless agreed in writing and signed by Louisa Jolliffe. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.
We may at any time make amendments to revise our terms and conditions. A copy of our current terms will be available on our website or on our board in reception.