Terms and Conditions - Practice - 91圧利 Equine

Our commitment to you

We aim to provide you with a first-class professional service.
We aim to provide your horse with the highest standard of treatment and care.
We will endeavour to arrange re-examination appointments at convenient times and dates for you and encourage you to request the same vet at the time of booking.
In the sad event of your horse passing away, we can put you in contact with a bereavement counselling service.

You are responsible for full settlement of your account. An account should be settled within 15 days of the invoice date. Should an account not be settled within this time, reminders will be sent. Any account with an outstanding balance over 60 days will be subject to a 2% penalty charge of the total balance. After due notice to you the client, overdue accounts will be sent to our Central Debt Team and then onto our debt collection agency, incurring a 5% fee of the total balance, should the debt continue beyond 90 days. Further charges may be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits etc.
Any Credit Card payment not honoured, and any Cash tendered that is found to be counterfeit, will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.
Payment can be made by:

If you have an account query or would like to make a payment, please either call 01707 666297 and select Option 2 between 8.00am and 5.00pm, Monday to Friday, or email equineaccounts@rvc.ac.uk
In the unfortunate event that you need to cancel your appointment, please provide us with as much notice as possible.
To behave with respect and courtesy toward all of our staff at every point of contact.
You must keep a valid passport for all equines with your animal at all times, as per Government guidelines -

We will always do our best for you and your animals. If you have a concern which cannot be resolved informally, please put your concerns in writing to us at equinereception@rvc.ac.uk
Our full complaints process is available at /equine-vet/information-and-advice/raising-a-concern

Written prescriptions are available on request.
You may obtain Prescription Only Medicines, Category V, (POM Vs) from your Veterinary Surgeon OR ask for a prescription and obtain these medicines from another Veterinary Surgeon or a Pharmacy.
Your Veterinary Surgeon is only permitted to prescribe POM Vs for animals under their care.
A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.
You will be informed, on request, of the price of any medicine that may be dispensed for your animal.
The general policy of this practice is to re-assess an animal requiring repeat prescriptions every six months, but this may vary with individual circumstances. The standard charge for a re-examination is £40.00.

The British Veterinary Association Code of Practice on Medicines (2000) states: "Once stock has been dispensed, it should not be accepted back into the dispensary. No returned goods should be offered for resale because there may have been problems with storage conditions beyond the veterinarian’s control."
We cannot give refunds for unwanted medications, due to the legal requirement to dispose of them. We are happy to safely dispose of your unwanted or expired medication, if it was purchased from the 91圧利.