Terms & Conditions

Terms & Conditions

Thank you for entrusting the care of your pet to The Storrar Practice. We are committed to providing the highest standards of care for our patients and to communicating fully with you. The following information details our practice Terms and Conditions. Should there be anything you feel unsure about, please feel free to contact us directly and we will be happy to help.

Fees And Settlement Terms

All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a patient’s case and the drugs, materials and consumables used. Please ask us if you wish to receive a detailed statement for any consultation, surgical procedure or transaction with us.

Full payment is expected after each consultation, treatment or on discharge of your pet. If, for any reason, you are unable to pay the full amount at the time of treatment, you must discuss the matter in advance with a member of staff who will refer to senior management. If an account is not settled, you will receive a statement from us detailing the amount you owe. If further statements are necessary and after due notice to you, overdue accounts will be referred to our Debt Collection Agency and further costs will be levied in respect of costs incurred for collecting the debt.

Methods Of Payment

Cash, Credit/Debit card – Visa, Mastercard, Maestro, Discover, Diners Club, Union Pay and JCB (we not accept American Express). We also accept Apple Pay, Google Pay and Samsung Pay.

Complaints And Standards

The Storrar Practice is committed to providing the highest standard of patient and client care at all times and hopes that our service does not give you cause for complaint. However, if you do wish to complain, please contact a member of our reception staff for our complaints procedure. One of the ways in which we can continue to improve is by listening and responding to the views of our clients, including responding positively on occasions when expectations are not met.

Ownership of Records

Case records including radiographs and similar documents are the property of, and will be retained by The Storrar Practice. Copies of these will be passed on by request to another veterinary surgeon taking over the case where necessary.

Prescriptions and Medication

You may obtain Prescription Only Medicines, category V (POM-V) from your Veterinary Surgeon or ask for a written prescription and obtain these from another Veterinary Surgeon or Pharmacy. Your Veterinary Surgeon may only prescribe POM-Vs for animals under his/her care. A written prescription may not be appropriate if your pet is an in-patient or immediate treatment is necessary. Prescriptions are only available for a maximum of up to 6 months at a time. The veterinary surgeon will provide medication based on a patient’s clinical needs, and where repeat examinations are required, the duration of treatment per prescription may be shorter e.g. one month. This is to comply with RCVS code of conduct and guidance, and cannot be avoided.

We ask that you give us 48 hours’ notice when ordering repeat prescription drugs and written prescriptions. All drugs and prescriptions must be approved by one of our Veterinary Surgeons before issuing them to you and in some cases, we may need to order the drugs into stock, so please allow enough time.

Pet Insurance

The Storrar Practice strongly recommends pet insurance to protect against the unexpected fees incurred following illness or an accident. While it is your responsibility to settle your account with us and then reclaim the fees from your insurance company, we are happy to assist you with this. Sometimes we are able to make direct claims with certain pet insurance providers but the responsibility of settling unpaid fees remains with you.

Your Data

The Storrar Practice is committed to protecting your privacy and security. We have updated our privacy policy in compliance with GDPR (General Data Protection Regulations) (2018). We hold records of your name, address, telephone numbers and email address, together with details of your pet(s). These will be used to send you reminder texts for appointments, vaccinations, parasite treatments and on occasions to let you know about special offers. Should you not wish this to happen please inform us. Please see our Privacy Policy for more detail..

Your Views And Feedback

We are always very happy and interested to receive your views and feedback. Please let us know if you think there is anything we could improve on as this will help us to ensure that you and your pet receive the best possible care from us. If there is anything you are particularly happy about, we would love to hear about that too!