Terms and Conditions

Our Commitment to the Client

Our aim is to provide you and your animal with the best standard of care and treatment.  For this goal, we will continue to invest in the best possible personnel, the most up to date equipment and staff education (CPD).

We try to always discuss diagnostic and treatment plans with you, ensuring that you understand what, when and why we are performing certain tests and procedures, keeping you involved in decision making where appropriate.  In order for us to do this, it is important for us to know whether there are constraints, such as ethical, social or financial which may impact on our planning.

If your animal has to be admitted for surgery or treatment, we shall, on request, provide you with an estimate of the costs at the start of treatment. We will seek your agreement to any changes to treatment if the costs are likely to significantly increase. If we are unable to contact you, we will act in the animal’s best interest however you will be liable for any such additional costs incurred.

If your animal has been admitted to hospital, we shall endeavour to keep you informed of their progress, since we understand how stressful it can be being apart from your pet.  We encourage you to also contact us regularly for updates.

Our aim is to arrange appointments at a convenient time and date for you, with the clinician of your choice. If you should fail to turn up for your appointment, a consultation fee may still be incurred.  Please be aware that clients who repeatedly miss appointments will be charged.

We will do our best to contact you with tests results as soon as we receive them, and you will be given a timescale as to when to expect them. If you have not heard from us by this time, the onus is on you to contact us for your pet’s results. Voicemail messages will be left when available.

As with any other UK vet, we will ensure 24/7/365 emergency veterinary treatment for your pet.  Be aware that at certain times, this may be outsourced to an emergency veterinary treatment provider located within 20 minutes’ drive.  For your convenience and the well-being of your pet, we will endeavour to cover as much as possible in-house.

Ownership of all records, including digital images, will remain the property of Whiteley Vets. All client data will be treated as strictly confidential and only released, without further permissions, to other vets, diagnostic laboratories and if applicable account administration and insurance companies. For more details on how we use your personal information, please request a copy of our Privacy Policy. We reserve the right to release records to the appropriate authorities if we suspect there to be any illegal, immoral or unethical activities.

The Client’s Commitment to us

We expect to work together for the wellbeing of your pet.  As veterinary professionals, we will discuss the various options available for treatment.  It is our job to provide the morally and ethically acceptable options.  It is your job to make informed decisions.  We will happily discuss all of these in detail, with evidence, or provide you with details on researching conditions and treatments with proper evidence to enable you to make an informed decision.  Please note that ‘Facebook warriors’ do not count as evidence based medicine, however there will often be anecdotal evidence or therapies which may be used in conjunction with mainstream medication.  Everyday is a learning day. 

Please don’t ask us to prescribe anything illegal, including drugs obtained on the black market or in other countries.

We expect you to be open and honest with us – both about any mitigating circumstances and about the health, signs and symptoms presenting in your pet.  Please don’t try to hide anything because you are embarrassed or think it’s not important.  Little things often are – let us be the judge on medical matters.

Payment is due in full at the time of treatment or upon discharge from hospital, unless by prior arrangement with a Director. Payment may be made by cash, cheque, Apple Pay, credit/debit card and BACS.  Please note that we do not accept American Express. 

We will also accept certain direct insurance claims, however these must be for a minimum of £250, unless treatment would otherwise be compromised.  Your standard insurance excess must be paid at the beginning of treatment, and any ongoing percentage excess must be paid on request.  Direct claims must be prearranged and are only accepted from certain insurance companies.  We will require a copy of your insurance certificate and a completed claim form to proceed.  If the insurance company declines the claim, or only pays part of the amount, you will be responsible for settling the account in full.

For normal insurance claims, we aim to complete and submit your claim for to your insurance company within 2 weeks. We do not charge for routine completion of forms. If you need your claim expedited for any reason, we will charge a £30 fee.

If at any time, or for any reason, you are not fully happy with the treatment given to your animal please discuss your concerns with us and we shall endeavour to resolve the issue. Formal complaints must be received in writing to the practice within 3 months of the concern arising.


Prescriptions are available from the practice with 48 hours’ notice.  Please allow us this time as all prescriptions need to be issued by a veterinary surgeon. Other medications may need to be ordered in for you, since not all will be kept in quantity.  In general, we have next day delivery (usually the following afternoon).

You may purchase Prescription Only Medicines, Category V (POM Vs) from your veterinary surgeon or request a written prescription to purchase these medicines from a pharmacy or another veterinary surgeon. POM (V) medicines can only be prescribed by your veterinary surgeon for animals under their care.

You will be informed, on request, of the cost of any medicines that we prescribe and dispense. A written prescription may not be appropriate if your animal needs immediate treatment, injectable medications or for inpatient care.

It is our policy to re-assess an animal requiring repeat prescriptions every 6 months, although this may change depending on individual circumstances and conditions.  Be aware that certain conditions require 3 monthly checks and others require blood tests or other clinical checks regularly.

Please note that we cannot credit you for the return of any prescription drugs since such items cannot be resold. If you wish us to safely dispose of any unwanted medication or to donate it to charity (where appropriate), we are happy to do so.


Our liability in respect of all and any claims, damages or losses arising in respect of the goods and/or services provided by us or arising in connection with any attendance by one of our vets shall be limited in accordance with our insurance cover. In the event of any uninsured claims, damages or losses, our liability shall be limited to the value of the goods and/or services to which the claim, damages or loss relates.

In an emergency, please contact us and then come straight down to the clinic. 

By contacting us, we can talk you through any first aid necessary, and can also alert the clinical staff of your impending arrival.

Out of Hours, you will be redirected to our emergency service.  There is an emergency line bypass on our phone system.

Emergencies will always be prioritized.