• Payment is expected to be made at the time of treatment. Failure to pay at time of treatment will lead to an invoice being sent. Failure to pay within the specified time period may result in your account being surcharged. Attempts will be made to recover the payment. If unsuccessful your account will be passed to a debt collection agency to seek payment, and/or pursued through the courts.
• We aim to be accommodating to all clients, if your pet requires treatment and you are aware you may not be able to meet the terms of payment please alert us at the earliest possible opportunity and we will discuss the possible options to try and avoid any unnecessary unease.

• Direct insurance claims may be permitted on the basis that the insurance excess is paid before claims are processed and that the insurance documents are brought in to the surgery. We currently do not complete insurance forms online. This facility is provided at the discretion of the senior practice management and cases are assessed on an individual basis. Request for a direct claim should be discussed with the veterinary surgeon before commencement of treatment.
• We endeavour to complete and send insurance forms within 2 weeks of receipt. However, on occasion there may be a backlog of claims and this may take longer. We currently do not charge for the completion and sending of insurance forms.
• X-Rays, ultrasound images and blood results are the property of the Minster Veterinary Centre. Copies may be given with suitable notice and may incur a charge to cover this cost.
• There is always a charge for repeat consultations except in the case of one complimentary post-operative check for surgical cases. Suture removal is also performed free of charge for operations performed at the Minster Veterinary Centre, for those done elsewhere there may be a charge depending on the circumstance.
• There are ‘out of hours’ fees applied when an animal is seen outside of normal opening hours. Our Southwell surgery is open 8am-12pm on a Saturday only. Our Newark surgery is open 8am-5pm on a Saturday and 10am-4pm on a Sunday.

Out of hours fees will still be applied if a client requests a home visit during these times or if a client              requests to be seen at Southwell when the Southwell surgery is closed and Newark is open.

• Every effort is made to accommodate clients and to find available appointment slots and animals are never turned away in a genuine emergency.
• It is to be understood that every general anaesthetic carries a risk. We will endeavour to discuss associated risks at the time of consultation or admission.
• We will provide an estimate of costs upon request, this will only be an estimate as surgical or investigative procedures will be carried out in the best interest of the patient at the time work. We will endeavour to contact clients if we expect to deviate from the estimates provided.
• It is to be accepted that whilst taking blood samples, placing an animal on an intravenous drip or performing an ultrasound scan there will be clipping of the coat.
• Annual Vaccinations – Whilst we endeavour to make sure all of our clients receive booster vaccination reminders. However, we are reliant on a third party company and also Royal Mail to get these reminders to you. Please remember it is ultimately your responsibility to ensure your pet’s vaccinations are up to date.
• Local risks for travelling pets are to be investigated and understood by the client, vets can advise on general risks in certain areas. It is the responsibility of the client to ensure that all the requirements are met for all aspects of pet travel.
• All cats, rabbits and small animals must be kept in baskets in the waiting room and all dogs must be kept on a lead at all times. The safety of the pet, the client and our staff are of the highest priority and this may include measures to restrain the animal including the application of a muzzle or providing appropriate sedation.

It is important for clients to realise that our patients can have the potential to be dangerous and the              advice of our professional staff is to be heeded.

• All animals brought into the surgery must be accompanied by an adult over 16 years of age. Medication can’t be dispensed to anyone under the age of 16 years of age, you may be asked to confirm your age.
• All repeat prescriptions requests need to be submitted at least 24 hours before they are required. Our policy regarding re-check intervals for prescription medications requires that a re-check if performed at least every 6 months or more regularly as deemed necessary by the veterinary surgeon.The quantities of medications dispensed or prescribed are at the sole discretion of the prescribing vet.
• Refunds cannot be issued for medications that have left the premises. For legal reasons we cannot re-stock the medications however we can dispose of them at no cost.
• We will not tolerate physical or verbal abuse to our staff or other members of the public of any kind.