Terms and Conditions of Business

Thank you for trusting us at Vets on White Hart Lane to look after your pet. These are our Practice Terms and Conditions. If there are any questions regarding any of these points, please do not hesitate in asking a member of our team.


All fees, medicines and diets are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and the drugs, materials, laboratory fees and consumables used. We can supply a fully itemised receipt as required. Written estimates can be supplied on request and remain valid for one month but please remember that an estimate can only be approximate as pet's diagnostics and treatments may be difficult to predict.

Payment of Fees

Full payment is required at the time of consultation or if the pet is admitted, on collection. If, for any reason you are unable to settle your account at these times this needs to be discussed with a member of the team as soon as possible.

Payment can be made with:
Cheque with bank guarantee card
Credit/Debit Card (except American Express or Diner's Card)
Direct Transfer

For any account not settled within 30 days a reminder will be sent out and an administrative charge of £25 will be added. If the account remains unpaid then it will be sent to our Debt Collection Agents and further charges will be incurred. In some situations we will accept instalments or part-payments. This has to be agreed with one of the partners and a payment plan has to be agreed and signed for.

In exceptional circumstances we can offer to do a direct insurance claim but we will require a completed claim form and proof of insurance including confirmation of exclusions and policy excess. Normally for insured animals we require payment at the time of consultation/collection and we will the process your claim on possession of a claim form. We will strive to process these as quickly as possible but due to work load they may take up to 4 weeks to be sent off.

Ownership of Records

Case records including radiographs, ultrasound scans and laboratory results are the property of, and shall be retained by Vets on White Hart Lane. Copies or a summary of these documents can be passed onto another veterinary surgeon taking over the care of the pet or at the request of your insurance company. Part of the fees charged will be for interpretation of the radiographs and laboratory reports.


Prescription Only Medicines (POM V's) can only be obtained from us or with a prescription from another veterinary surgeon or pharmacy. A prescription can be provided on request. There is a charge for a prescription issued. We can supply the costs of any drugs to be dispensed on request.

Vets on White Hart Lane can only prescribe POM V's for animals under our care. For an animal with a condition requiring chronic medication we would need to check the pet regularly depending on the condition and the class of medicine used. 3-6 months would be the maximum time between checks. A standard consultation fee will be applied on checking your pet in these circumstances.

In some situations we may need to use drugs that are not licensed for a particular species or use. This will only be done if in our professional opinion it is in your pet's best interest to receive this medication. We will endeavour to alert you if we need to do this and we will discuss the benefits and risks in each case.

Client Confidentiality

It is necessary to keep records of names, addresses, telephone numbers and email contact details of all clients. These will be held in line with the Data Protection Act and will not be passed onto a third party unless instructed to.

Exceptions are when it is necessary to pass details to another veterinary surgeon to continue the patients care, your insurance company to get a claim paid, an out sourced reminder service or a court or debt collection agent as part of a legal process. By registering you give your consent for this to be done.


Photographs of your pets or their conditions are sometimes used for our website/Facebook page. We will always ask your permission and you are free to refuse at any time.

Opening Hours

Vets on White Hart Lane working hours are on the website and available on request. These may vary occasionally. Outside these hours an emergency service operates in line with the Royal College of Veterinary Surgeons guidelines. The details are always available on the web site, the answer-phone message or on request.

Complaints and Standards

We are committed to giving the best care and attention to our patients and their owners. If you are feeling dissatisfied with any aspect of your pet's care please direct your complaint to Katy and Simon directly or by email at mail@vetsonwhl.co.uk.

Please contact us within 14 days if you do not agree to our Terms and Conditions.