Hawthorn Veterinary Practice:

 Client Terms and Conditions

Thank you for entrusting Hawthorn Veterinary Practice with the care of your pet. By registering with us and requesting veterinary services, you agree to the following Terms and Conditions.

1. Fees and Payment

We aim to provide fair, transparent fees that reflect the high standard of care and facilities we offer.

  • Payment Terms: Payment is strictly due at the time of consultation, or upon the discharge of your pet following a procedure. We reserve the right to request payment in advance of a consultation or treatment if there is no, or unreliable financial history with the practice.
  • Price List: A list of prices for our most common products and services can be found on our website:
    https://www.hawthornvets.co.uk/about/price-list.
    . Estimates for other procedures are available on request.
  • Methods of Payment: We accept cash, credit cards, and debit cards. Payment can be made:
    • In person at any of our branches.
    • Via telephone.
    • Online via a secure web-pay link.
  • Settlement: Payment must be made on time, in full, and without any deduction, set-off, or counterclaim.

2. Overdue Accounts and Debt Collection

If an account remains outstanding, administrative fees will be applied. In the event of non-payment, we will refer the matter to our debt collection agents, Daniels Silverman Limited.

  • Surcharges: Referral to Daniels Silverman Limited will incur a surcharge of 15% of the debt, plus VAT at the prevailing rate. You agree that you will be legally liable to pay us that surcharge, and that payment of the same can be enforced against you in court.
  • Interest: You also agree to pay interest at the relevant reference rate provided for under the Late Payment of Commercial Debts (Interest) Act 1998, which interest is payable both after and before any judgment of the court and continues to accrue.

 

3. Estimates of Treatment Costs

We are happy to provide written estimates for likely treatment costs. We will make every endeavour to ensure these are as accurate as possible. However, please be aware that the treatment of animals can involve unforeseen circumstances which may alter the treatment plan and associated costs.

  • Variations: Where possible, we will contact you to obtain consent if the final cost is likely to exceed the original estimate by more than 10%.

4. Prescriptions and Medications

Veterinary surgeons may prescribe medication to be dispensed directly from our in-house dispensary or issue a written prescription for use at an alternative pharmacy.

  • Written Prescriptions: These are available on request and incur a fee.
  • Repeat Prescriptions:
    • Standard Medication: We require a minimum of 1 working day’s notice.
    • Controlled Drugs: We require a minimum of 5 working days’ notice.
  • Collection: You will be notified via SMS or PetsApp when your medication is ready. We politely request that all medications are collected within 14 days.
  • Returns and Refunds: Once medication has left our premises, we are unable to provide a refund. In accordance with UK law, returned medications cannot be re-used and must be disposed of; we can dispose of returned medication for you, but no credit can be issued.
  • Prescription medications: Our general policy is to re-examine pets on long term prescription only medications every 6 months. However, this time frame is dependent on the prescribing veterinary surgeons clinical judgement regarding the health of the pet and is subject to change. Some medications such as antibiotics, can only be prescribed after a physical examination by a veterinary surgeon.

5. Consultations and Appointments

  • Appointments: All consultations are by appointment only. A standard consultation is 15 minutes. Current prices are available here: https://www.hawthornvets.co.uk/about/price-list.
  • Missed Appointments: Failure to attend a booked appointment without prior notice more than three times may result in a requirement to pre-pay for all future appointments.
  • Pet Safety: When attending the practice, please ensure your pet is suitably restrained. Dogs must be on a short lead and all other pets must be secured in a suitable carrier.

6. The Health Plan

Pets subscribed to our Platinum Plan receive unlimited standard veterinary consultations with both a vet and a nurse. Pets subscribed to our standard plan get most standard nurse appointments included in the plan. Please see the full terms and conditions of our health plan here:  https://www.hawthornvets.co.uk/files/Terms_and_Conditions.pdf

  • Exclusions: The Platinum Plan does not include consultations with a referral surgeon; these must be paid for at the standard rate.

7. Insurance Claims

We support our clients in insuring their pets.

  • Pet Proactive: For clients insured with Pet Proactive, we can process claims directly.
  • Other Insurers: For all other insurance providers, we ask that you settle your account with us in full at the time of treatment. We will then assist you in processing your claim for reimbursement.
  • Direct Claims: In some circumstances, and for accounts exceeding £500, we may agree to a direct claim with your insurer. This must be arranged and approved by a member of staff in advance. A fee applies for each direct claim processed.

8. Opening Hours

Our standard opening hours are as follows. Please note the practice is closed on Sundays and Bank Holidays.

Branch

Mon - Fri

Saturday

Sunday

Henfield

8:00am – 7:00pm

8:30am – 3:00pm

CLOSED

Hassocks

8:30am – 6:00pm

8:30am – 12:00pm

CLOSED

Partridge Green

8:30am – 6:00pm

CLOSED

CLOSED

9. Out of Hours and Emergency Care

Outside of our normal working hours, emergency care is provided by our dedicated providers. If you have an emergency when we are closed, please contact:

Please note- when in the care of an external service such as our emergency care providers separate terms and conditions with them will apply.

10. Training Practice

Hawthorn is a proud veterinary training practice. As such, student veterinary surgeons and nurses may provide care and treatment for your pet under the strict supervision of a qualified veterinary surgeon or nurse.

11. Zero Tolerance Policy

Our team works hard to provide the best care for your pets and has the right to be treated with politeness and respect at all times.

  • Abuse: We do not accept any form of abuse, violence, or aggression toward our staff.
  • Termination: We reserve the right to immediately cease providing veterinary care to any client who is abusive to our team.

12. Privacy, Data, and Recordings

  • CCTV: CCTV recording devices are in operation within our practices for security and safety.
  • Telephone: Telephone calls may be recorded for training and monitoring purposes.
  • Consultation Audio: An audio recording of your consultation may be made to enable the veterinary surgeon or nurse to accurately record their findings in your pet's clinical notes. Please inform a team member at the start of the consult if you do not consent to this.
  • Client Recordings: Clients are not permitted to take audio or video recordings of our team or premises without prior express consent.

13. Attending the practice

·       Pet safety: Pets must be adequately restrained. For dogs this means they must be on a short lead. For cats and other small pets this means they must be in a secure carrier.

·       Appointments: We run an appointment only system. Appointments can be made via the telephone, or online via the website or via PetsApp.

·       Late arrivals: If you are late for your appointment then please be aware we may need to rebook your appointment.

·       Non-attendance of appointments: If you fail to attend your appointment without due notice 3 times in a 12 month period you may be asked to pre-pay for your appointment.

·       Car parks: Hawthorn vets do not take responsibility for cars parked in our car parks and clients do so at their own risk. Please ensure cars are parked within the allocated bays.

·       Personal belongings: Hawthorn Vets do not take responsibility for any belongings left at Hawthorn Vets. Any belongings left on site should be clearly labelled.

14. Termination of veterinary services

Our team work with clients and their pets within a position of trust and mutual respect. If there is a breakdown in this relationship- due to not you not abiding by the terms and conditions listed then we reserve the right to cease providing veterinary care. We will provide 14 days of emergence first aid care to the pet whilst alternative provision is found. We reserve the right to refuse entry into our practices to any person displaying abusive behaviours.

15. Complaints

We hope that you are always happy with the service we provide. However, if you have any questions, concerns, or are unhappy with our service, please contact our Practice Manager directly at: reception@hawthornvets.co.uk