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• When we book a procedure for your pet, we reserve clinical time, staff and facilities specifically for them. If an appointment is cancelled at short notice, we are often unable to offer this time to another patient, while the costs of providing that capacity remain.

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• To secure your pet’s procedure, we require 90% of the estimated procedure cost to be paid in advance at the time of booking, unless a direct insurance claim has been agreed and pre-authorised by us.

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• If you need to cancel or rearrange your pet’s procedure, we require at least 7 days’ notice.

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• If you cancel or rearrange with less than 7 days’ notice, or do not attend the appointment, up to 90% of the estimated procedure cost may be retained or charged. This reflects the financial impact of the reserved clinical time, staff and facilities being left unused.

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• If we are able to fill the cancelled procedure slot with another patient, this will be taken into account when determining any amount retained or charged.

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• We understand that pets can become unwell unexpectedly. If your pet becomes unwell and our veterinary team decides that it would not be appropriate for the procedure to go ahead, your advance payment will normally be transferred to a rearranged procedure date.

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• If you are concerned that your pet is unwell before their procedure, please contact us as soon as possible so that our veterinary team can advise you on the most appropriate next steps.

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• By confirming your pet’s procedure and making the 90% advance payment, you are confirming that you have read and agree to this cancellation and rearrangement policy.

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Unexpected Complications and Out-of-Hours Care after a Procedure.

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• Unexpected complications: Although every reasonable precaution is taken when treating your pet; medical, surgical and anaesthetic procedures carry inherent risks. Occasionally, an unexpected complication may arise during or following a procedure, which could not reasonably have been anticipated beforehand.

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• Additional or emergency care: If your pet experiences an unexpected complication, such as a slower-than-anticipated recovery from anaesthesia, a surgical complication or another unforeseen clinical development, they may require additional monitoring, treatment or emergency care.

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• Out-of-hours care: Where your pet requires continued care outside our normal opening hours, we may recommend or arrange transfer to our designated out-of-hours provider, Veteris, in Nine Elms.

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• Fitness to transfer: A transfer will only be recommended where, in the veterinary surgeon's clinical judgement, your pet is sufficiently stable to be transported. We will discuss the proposed transfer and any relevant arrangements with you wherever circumstances allow.

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• Length of stay: Your pet may need to remain with the out-of-hours provider until they are considered sufficiently recovered or stable to be discharged or transferred back to our or your care.

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• Responsibility for costs: The cost of any additional treatment, emergency treatment, transport and/or out-of-hours care required as a result of an unforeseen complication will be the client's responsibility. These charges will be payable directly to the out-of-hours provider.

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• Indicative out-of-hours costs: The exact cost of emergency or out-of-hours treatment will depend on your pet's condition and the care required. As a general guide, a clinically stable patient requiring overnight monitoring but no additional investigations or significant treatment may incur charges of approximately £500–£800 per 24-hour period. This figure is indicative only, and actual charges may be higher or lower.

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• Additional investigations or treatment: If further investigations, medication, procedures, surgery or intensive care are required, additional charges will apply. Where reasonably possible, the treating veterinary team will discuss these with you.

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• Planned out-of-hours care: If we know before a procedure that your pet is likely to require overnight or out-of-hours care, we will discuss this with you in advance and, where possible, include an estimate of these costs as part of the overall treatment plan.

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• Transport arrangements: Where a planned transfer to an out-of-hours facility is required, we will discuss how your pet will be transported and any associated transport costs with you.

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• Our responsibility: Nothing in these Terms & Conditions excludes or limits the Practice's responsibility where liability cannot lawfully be excluded or limited. The provisions above relate to the inherent and sometimes unpredictable risks associated with veterinary treatment and are not intended to exclude liability for negligent treatment or any other breach of the Practice's legal obligations.​​​

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