Castle Veterinary Clinic terms & conditions 

Office Hours

Monday – Friday: 8am – 7pm
Saturday: 8am-1pm
Sunday: 10am-Midday

Monday – Friday: 9am – 6pm
Sat – Sun: Closed

Out of Hours Emergency Service

Emergency service is available for genuine emergencies outside of office hours. We operate an answer machine service that sends a text message and phone call to the on-call vet once you have left a message.

A fee is payable for advice out of hours.

Information on initial costs for the out-of-hours emergency service can be obtained from the veterinary surgeon on call or during the daytime in office hours. Whether attendance away from the practice premises is essential or not, is the decision of the duty vet, taking into account the needs of the animal and relevant health and safety issues. We would recommend all out-of-hours emergencies attend our Poundbury branch as this is equipped to deal with all medical & surgical emergencies that may arise.

Abuse towards staff

Verbal or physical abuse of our team will not be tolerated under any circumstances. Any client displaying such behaviour will be asked to leave and we will withdraw our veterinary services with immediate effect.

Client Data

At the request of the client we provide copies of relevant clinical records, including any clinical records for the animal that have been acquired from another practice.

We will not disclose and information about a client or animal to any third party without either expressed or implied permission.


All fees, consumables and drug charges are subject to VAT at the current rate. Fees are set based on time and skill level required to perform a task with drugs, materials and consumables charged in addition.

Payment Terms

Full payment is required at the time of consultation or operation, for pets admitted for investigation, hospitalisation or prolonged treatment payment will be required at the time of discharge.

To assist clients wishing to spread out payments, the practice accepts all major debit & credit cards (with the exception of American Express) without surcharge.

For insured pets we kindly request clients pay their bill promptly and claim their fees back from their insurance provider. Direct claims can only be authorised by a Director of the practice and will incur an administration fee. It remains the clients’ responsibility with insured animals to maintain and document all correspondence as required by the insurance company and to inform us of any relevant issues, in particular limitations and exclusions.

Our procedure consent forms contain a fee estimate section which will be filled out on admission of your pet, this is only an estimate and subject to change depending on the condition of your pet, if you are concerned about fees please raise the matter early in the treatment planning stage so that it can be factored in to clinical recommendations for you. Whilst the extent of modern medicine is regularly a comfort for both client and clinician, our commitment  to our clients means we do not intend to create financial liabilities beyond clients desires or means. Frank conversation is very much appreciated to enable us to tailor treatment plans to your needs.

For clients who repeatedly miss appointments, we reserve the right to request an upfront payment and to withdraw veterinary services if necessary.


Written estimates are available on request and will cover the approximate overall charge for any procedure or treatment including VAT & routine post-op checks, additional charges may arise if complications occur. If during the course of treatment it becomes evident the estimate or limit set by a client is likely to be exceeded, every reasonable effort will be made to contact the client so that consent to continue treatment may be given.

Account Queries

If you have a question about your invoice please contact the practice manager within 7 days of receipt of that invoice. We reserve the right to pursue unpaid fees in any manner deemed appropriate including debt collectors where a 30% surcharge will be added to the outstanding balance. Any other costs incurred in the collection of overdue accounts will also be passed on to the debtor. These costs are legally binding as of government legislation effective from 8th August 2002. If you experience financial difficulties please discuss the matter with one of the practice Directors prior to a consultation so that appropriate arrangements can be made.

We reserve the right to withhold veterinary services from persistently slow payers and bad debtors and will give notice of this in writing.

Complaints Policy

Any client wishing to make a formal complaint regarding any veterinary treatment received by their pet or any issues relating to fees are asked to contact the practice manager via email:

This will be responded to initially within 48 hours and after that, if necessary, as detailed in the reply.


We will issue reminders for vaccinations when provided with the correct information by the client. We, however, do not take any responsibility for any errors or omissions and it is the clients’ responsibility to ensure vaccinations are kept up to date.


We have well-stocked dispensaries at both of our branches and have daily deliveries from our wholesaler. When ordering repeat prescriptions we ask for 48 hours’ notice, this is for it to be processed, authorised, ordered and dispensed. You may obtain prescription medication, category V(POM-V) from your veterinary surgeon or ask for a written prescription to obtain these medications from another veterinary surgeon or pharmacy. A charge will be made for written prescriptions, the fee is applied for each medication prescribed. Please ring the clinic in office hours for the current price. The practice accepts no responsibility for any medications sourced from another pharmacy.  Your veterinary surgeon may prescribe POM-Vs only for animals under their care. In ALL circumstances we will require a repeat examination of your pet every 3-6 months, for some conditions, which may be more changeable this may be a shorter period of time and is at the discretion of the veterinary surgeon. A prescription may not be appropriate if your animal is an inpatient in the practice or immediate treatment is necessary. You will be informed on request of the price of any medicine that may be dispensed to your pet, further information on the price of medications is also available on request.

Informed Consent

Consent for any medical or surgical procedure including euthanasia can only be given by a person over 18 years of age. Clients are also requested that animals must not be taken to the surgery by children under 16 years of age even when in possession of a validly signed consent form. Similarly Castle Vets are unable to discharge an animal into the care of a minor.

Insurance for Veterinary fees

Insurance is a contract between animal owner and insurance company and it is the owners’ responsibility to be aware of all conditions, limitations or exclusions of their policy.

Third Party Insurance

Owners must accept that while their animal is with Castle Vets it is at their risk that all liability claims, damages, costs, losses and expenses of any kind whatsoever are therefore with them.


Any articles, views, comments or statements on the Castle Vets website are for general, educational purposes only and do not intend to prejudice or replace a veterinary consultation. If you do have any concerns about the wellbeing of your animal, please do contact the practice for qualified advice or make an appointment for a consultation. 

Variation of Terms

No addition or variation of these conditions will be binding on Castle Vets unless specifically agreed in writing by Castle Vets. Furthermore no agent or person employed by or under contract with Castle Vets has the authority to vary theses terms and conditions in anyway.