Terms & Conditions

TERMS

Neighbourhood Vet Ð Client Terms and Conditions
(Owned by Award Veterinary Sciences Ltd)
Effective from 30 May 2026

Introduction

These Client Terms and Conditions explain how we work with you to care for your pet, what you can expect from us, and what we ask in return. They are designed to ensure clarity, fairness, and mutual understanding.

By registering your pet or requesting veterinary care, you agree to be bound by these terms.

1. Practice information

Neighbourhood Vet is operated by Award Veterinary Sciences Ltd, a small, independently owned veterinary company led by its owner and veterinary surgeon,
Dr Adrian Ward MRCVS. The practice is not part of a corporate group.

Correspondence and trading address: Unit 7, Jollyes Pet Superstore, Brockhurst Gate Retail Park, Gosport, PO12 4FA.
Email: gosport@neighbourhoodvet.co.uk

Out-of-hours emergency care is provided by The Lighthouse, Havant, a fellow independent veterinary practice.
Website: www.lighthousevets.com

2. Veterinary care and consent

All veterinary care is provided in accordance with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct.
By requesting treatment, you authorise our veterinary team to examine and treat your pet as clinically appropriate.
We will always seek your informed consent before performing any procedure, administering medication, or providing anaesthesia, except in genuine emergencies where delay would risk the animalÕs welfare.
We may recommend referral to a specialist or referral centre if this is in your petÕs best interests. Responsibility for ongoing care and fees will transfer to that provider once referral has been accepted.

3. Behaviour and conduct

We expect all clients and visitors to treat our staff, clinicians, and other clients with respect at all times. Abusive, aggressive, threatening, or discriminatory behaviour will not be tolerated under any circumstances. This includes, but is not limited to, raised voices, intimidation, offensive language, social-media harassment, persistent lateness, missed appointments without notice, repeated failure to follow clinical advice or instructions, misuse of written prescriptions, or the use of prescription-only medicines (POM-V) in animals other than those for which they were prescribed.

Where an animal poses a risk to staff or other clients, or is excessively fearful or aggressive, we may require pre-visit medication or sedation (administered at home or in the practice) to allow safe handling and to minimise stress for the animal. Clients should not unreasonably refuse such measures. Refusal to follow necessary safety or welfare advice may result in withdrawal of services.

4. Duty of care

Clients are expected to follow veterinary advice and treatment instructions to ensure the best possible outcome for their pet.

While we will always exercise reasonable skill and care and act in accordance with accepted veterinary practice, no outcome, diagnosis, prognosis, response to treatment or recovery can ever be guaranteed. Veterinary medicine is not an exact science and clinical decisions are made using professional judgement based on the information available at the time.

Our responsibility is to provide veterinary services with reasonable skill and care. Complications, adverse reactions, disease progression, recurrence of disease or other unforeseen events may occur despite appropriate treatment and adherence to professional standards. The occurrence of such events does not, by itself, mean that the treatment provided fell below the standard reasonably expected of a veterinary professional.

We cannot accept responsibility for deterioration, complications or adverse outcomes arising where advice has not been followed, medications have been altered or discontinued without guidance, or alternative treatments have been sourced without veterinary approval.

Such behaviour or refusal to follow advice constitutes a breakdown in the professional relationship. In these cases, veterinary services will be withdrawn immediately, and the matter may be referred to the appropriate authorities, including the police or professional regulatory bodies, without further notice.

Neighbourhood Vet reserves the right to terminate the client-practice relationship at its discretion where trust and mutual respect have broken down.

5. Estimates and fees

We will provide a written estimate for treatment whenever possible. Estimates are based on expected costs but are not binding, as actual costs may vary depending on clinical findings or complications. If costs are likely to exceed the estimate, we will discuss this with you as soon as practicable.

Our fee structure reflects the time, expertise, equipment, and materials used in each case. A list of typical prices for routine care is available on our website. We aim to provide clear and transparent pricing for all services. Typical prices for routine procedures are available online, and detailed written estimates are available on request before any treatment begins.

6. Payment terms

Payment is due in full at the time treatment is provided. We accept payment by cash, credit or debit card, or cheque. Where a cheque is used, payment will only be regarded as complete once funds have cleared.

Klarna payment options are available for eligible clients. Eligibility and terms are determined by Klarna at the time of application.

A refundable deposit is required for all appointment bookings. For high-value surgical or diagnostic procedures, a deposit of at least 50 percent of the anticipated fee will be required at the time of booking. This will be credited against the cost of treatment or refunded when the appointment is attended. For clients with active Health Plan membership, deposits remain refundable for included procedures when the appointment is attended. Deposits are forfeited if the appointment is missed or cancelled without sufficient notice.

Clients who fail to attend without notice may be asked to pay in full when booking future appointments. We may waive this requirement at our discretion in exceptional circumstances.

Invoices outstanding after 14 days may incur administrative or interest charges. In the event of non-payment, we reserve the right to suspend further treatment and refer the debt to an external agency. Any additional costs incurred in debt recovery will be chargeable to the client.
Where an insurance direct claim is agreed, any policy excess or items not covered by the insurer remain the clientÕs responsibility. If a claim is declined or payment delayed by the insurer, settlement in full remains due by the client.

Refunds, including deposits and overpayments, will be processed within 14 days, normally by the same payment method used.

7. Health Plan membership

Our preventive-care Health Plan is administered by Vetsure. It allows clients to spread the cost of routine preventive care such as vaccinations, parasite control, and nurse health checks. The Health Plan is not an insurance policy and does not include veterinary consultations or treatment for illness or injury. Consultation-inclusive options may be offered in future; details will be published when available.

Health Plan membership is continuous, with monthly payments collected by Vetsure. The discounted pricing is based on a full year of participation. If you cancel early and have received more in benefits than you have paid, the difference between payments made and the retail value of treatments received will become payable.

Products provided under the Health Plan are selected solely by our veterinary team. Specific product requests, substitutions, or changes of brand are not permitted within the plan.

Eligibility, cancellation, and payment processing are subject to VetsureÕs own terms and conditions, available on request or via their website.

8. Medications and prescriptions

Prescriptions are available for animals under our care in accordance with the Veterinary Medicines Regulations.

Clients are entitled to request a written prescription for any prescription-only medicine required for their pet, rather than purchasing the medicine directly from the practice. A fee is charged for written prescriptions. This fee reflects the professional time required to review the patientÕs medical history, ensure ongoing suitability of the medication, complete the necessary documentation, and discharge our continuing duty of care. The current fee is available on request.

The frequency of re-examinations will be determined by the veterinary surgeon, taking into account the condition being treated, the medication prescribed, and best practice in line with the productÕs Summary of Product Characteristics (SPC) or manufacturerÕs datasheet. This interval is at the discretion of the attending veterinary surgeon and may vary between patients or conditions.

Clients are responsible for ensuring their pet is presented for re-examination or monitoring as advised by the veterinary surgeon. Ongoing prescriptions (written or otherwise) may be withheld or modified if re-examinations are overdue or if concerns arise about the animalÕs welfare or safety.

9. Product supply and substitutions

Products provided for routine preventive care or treatment are selected by our veterinary team based on clinical judgement, safety, and supplier arrangements that enable competitive pricing. Clients may purchase alternative products privately at the standard dispensing price if preferred.

10. Appointments and attendance

Please arrive on time for your appointment. Late arrivals can delay subsequent patients and impact the level of care we are able to provide. If you need to cancel or reschedule, we ask for at least 24 hoursÕ notice.

Repeated lateness or failure to attend without notice may result in a missed-appointment fee, and pre-payment in full will be required for any future bookings. Continued non-attendance may result in withdrawal of services.

11. Reminders and client responsibility

We provide appointment and healthcare reminders as a courtesy to help clients manage their petsÕ veterinary care. These reminders are not a contractual service and cannot be guaranteed. Delivery may be affected by factors beyond our control, including changes to contact details, spam filters, network or system issues, or third-party service failures. It remains the ownerÕs responsibility to ensure that appointments are attended as booked and that their petÕs healthcare, including vaccinations, health checks, and parasite treatments, is maintained on schedule. Clients should make a note of appointment times and due dates independently, regardless of whether a reminder is received.

We cannot accept liability for missed appointments, loss of deposits, or the cost of restart vaccinations or treatments resulting from a reminder not being received. Clients are responsible for keeping their contact details up to date and for notifying us promptly of any changes.

12. Out-of-hours emergency care

Outside our normal opening hours, emergency veterinary care is provided by
The Lighthouse 24 Hour A&E Pet Hospital in Havant, a fellow independent practice. Duty of care transfers to The Lighthouse when your pet is under their care, and their clinical team will exercise independent professional judgement in determining the appropriate treatment.

Fees for out-of-hours treatment are set and charged directly by The Lighthouse and must be settled with them. Details of our out-of-hours arrangements, including contact numbers and location, are always available on our website or from our reception team on request.

13. Ownership of records and test results

Clinical and diagnostic records, including laboratory results, remain the property of Neighbourhood Vet. Copies will be provided upon request to another veterinary surgeon or insurer as required. You are entitled to access copies of invoices and relevant records relating to your petÕs treatment.

14. Pet ownership and uncollected animals

The person presenting an animal for treatment is deemed to be the owner or an authorised agent and is responsible for all fees incurred. Unless we have been explicitly informed in writing of a dispute regarding ownership or authority, we will act in good faith on the assumption that the person presenting the animal is authorised to consent to treatment and make financial decisions on the ownerÕs behalf.

Our premises are not staffed overnight. If an animal is due for collection and is not collected by the agreed time, or if continued care is required outside normal opening hours, we may arrange transfer to our out-of-hours provider or another suitable facility to ensure the animalÕs welfare. This transfer will be at the clientÕs expense. If no arrangement is made and the animal cannot be safely held on-site, it may be transferred to an appropriate welfare organisation after seven days. You will remain liable for all fees and costs incurred during this period.

15. Recording and monitoring

CCTV operates throughout our premises for the safety of clients, patients, and staff. Footage is stored securely and retained for a limited period before automatic deletion, unless required for legal, insurance, or security purposes. Telephone calls are recorded for training, quality assurance, and the accurate recording of instructions or discussions. Recordings are stored securely and only accessed by authorised staff.

16. Use of images and case information

We may occasionally use photographs or anonymised case details for educational or promotional purposes. Identifiable images or details (such as your petÕs name or photograph) will only be used with your explicit consent, which you may withdraw at any time by contacting us.

17. Limitation of liability

Veterinary treatment carries inherent risks. While every reasonable effort will be made to provide the highest standard of care, outcomes can never be guaranteed. The occurrence of a complication, adverse reaction, disease progression, recurrence of disease or other unexpected outcome does not in itself indicate that reasonable skill and care were not exercised.

Reproductive performance, fertility, conception rates, litter size, neonatal survival and future breeding suitability can never be guaranteed, even where treatment and procedures are performed appropriately and in accordance with accepted veterinary practice.

The welfare and ongoing health of the animal remain the ownerÕs responsibility. Clients must follow veterinary advice, administer prescribed treatments as directed, and seek further advice promptly if the animalÕs condition changes or deteriorates.

We cannot accept responsibility for adverse outcomes arising from failure to follow instructions, delays in seeking care, failure to seek recommended re-examination or monitoring, or the use of unapproved medications, treatments or alternative therapies.

Except where prohibited by law, our total liability for any claim relating to veterinary services shall not exceed the amount charged for the treatment concerned. We are not liable for any indirect or consequential loss, including but not limited to emotional distress, loss of income, loss of breeding income, loss of competition or showing opportunities, loss of working ability, travel costs or other consequential financial losses.

18. Complaints and feedback

We aim to provide a professional and compassionate service at all times. If you have a concern or complaint, please raise it promptly with a member of the team or in writing to gosport@neighbourhoodvet.co.uk. We will investigate all concerns fairly and aim to provide an initial written response within 28 days of receipt.

If your complaint cannot be resolved to your satisfaction, you may refer it to the Royal College of Veterinary Surgeons (RCVS) under their Code of Professional Conduct. Details are available at www.rcvs.org.uk.

19. Regulatory compliance

We aim to operate in full compliance with current RCVS and CMA guidance on transparency, prescribing, and pricing. Should future regulatory changes require adjustments to our fees or disclosure methods, these will be implemented promptly and updated on our website.

20. Variation of terms

These terms may be updated from time to time. The most recent version will always be available on our website and will apply to all ongoing and future services.

21. Governing law

These terms are governed by and interpreted in accordance with the laws of England and Wales. Any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.