Emergency: 01785 715799

Domestic Pets – Client Terms & Conditions

Our services are available to

  • Registered clients – you are deemed to be registered once we have added you and your pet’s details onto our database AND your pet has been seen by one of our qualified veterinary staff (vet or vet nurse).

Our veterinary fees explained

  • Veterinary fees– our terms are strictly payment at the time of consultation, upon collection of your pet following a procedure or collection of prescription medicines.
  • We can accept payment by cash, credit or debit card (but not American Express).

Small animal appointments:

are available between  8.30am-12pm and 1.30pm -6.50pm Monday to Friday and Saturday mornings when we have an ‘open surgery’ (non appointment surgery).

  • Normal fees are charged between these times and Out of Hours charges apply outside those times, on Bank Holidays and at weekends.
  • Due to the nature of veterinary practice it is not always possible to run to time and emergencies always take priority.
  • We will try to accommodate your preference of vet but we cannot always guarantee this.

Prescription medicines

  • Prescriptions are available for POM medications (prescription only medicine). There is a fee for this service, payable at the time of issue.
  • Repeat medications- we can only re prescribe to ‘patients under our care’ this is defined as a patient who has been seen within the last 4 months (i.e. 3 times a year).
  • Written prescriptions are available for those wishing to source medicines from a different company. These will only be produced if the patient is currently under our care and will incur a small fee.


  • These will be seen at our Penkridge Hospital – we are available 24 hours a day.

Patient care

  • We provide 24 hour care of hospitalised patients by fully qualified nursing staff.

Practice Policy for Insurance Claims

If your pet is insured and you need to make a claim for veterinary treatment our practice rule is that you pay our fees in full and claim them back from your insurance company.

To proceed with your claim we usually need a claim form-which you get from your insurance company. Some companies have an on-line portal for electronic claims and for downloading claim forms.

Due to data protection your insurance company will only speak to you about your policy unless you give them specific instructions that they can speak to us.

Once a claim is in progress our reception/administration staff will try and help if you have queries. However the final assessment of the claim is always in the hands of the insurers and the final responsibility to pay our fees lies with you as the policy holder.


In certain instances we will deal direct with your insurance company but you must discuss this with us in advance of the treatment being carried out.


If the cost of the treatment exceeds your policy excess and your vet has agreed to deal direct with your insurance company – before proceeding we need to have the following:

  • A copy of your in date insurance policy which we can scan and attach to your records.
  • A claim form – you need to have completed your section of the claim form BUT not any of the vet section.
  • You need to pay the policy excess at the start of the treatment.

We are sorry but we will not authorise direct claims with E&L (Equine & Livestock) or any of their subsidiary companies.

Although we endeavour to send out vaccination reminders by either email or text the responsibility for keeping your pets vaccinations up to date must remain with yourself.

Please notify us as soon as possible of any change of address or contact details.

E C Straiton has an no tolerance policy to rude or abusive behaviour.

The partners/directors reserve the right to dismiss clients at their discretion with immediate effect.

Thank you for choosing us for your veterinary care.