Our commitment to you
Thank you for entrusting the care and wellbeing of your pet to Animal House Vets. We will aim to provide you and your pet with the highest standard of service with professional and compassionate care.
Owner responsibilities:
We believe it is in your pet’s best interest to follow our advice in keeping your pet healthy. We ask you follow our recommendations on preventative health care issues such as vaccination and routine flea and worm control and also dietary issues.
We would also request that you follow our guidance:
• To increase safety and minimize stress, we advise that whilst in the surgery all dogs are controlled on a short lead and collar and all cats are kept in a properly secured carrier.
• Please try and keep dogs and cats separate in the reception area.
• Please let us know if your pet is nervous or aggressive towards other pets or
• Please be courteous and respectful to our staff, other clients and their pets.We
have a zero tolerance policy on staff abuse.
In order to keep costs under control, accounts are due for settlement in full at the time of consultation, the discharge of your pet or upon collection of drugs/diets.
Your account may be settled using:
Cash, Credit/Debit card (Switch, Solo, Delta, Mastercard or Visa).
We do not accept cheques.
All fees, diet and drug charges are subject to VAT at the current rate.
A list of current fees for routine procedures is always available in the Reception area and an estimate of fees can always be provided on request. Please bear in mind that any estimate given can only be approximate, as sometimes an animal’s treatment will not follow a conventional course and the cost of medications will depend on your pet’s weight.
Treatments and procedures
We will consider your pet’s welfare as a priority above all else.
Diagnosis and treatment will be discussed with you and a course of action agreed. It is important to us that you are happy with this.
You have the right to refuse treatment of your pet, unless this leads to a breach of the Animal Rights Act 2006, which states that we must prevent suffering and alleviate pain adequately to an animal under care.We will make a note in our records should you decide to refuse treatment.

All ourVets and RegisteredVeterinary Nurses are covered by a suitable indemnity policy.
All case records and associated documents are strictly confidential and will remain the property of and will be retained by Animal House Vets. Even though a charge may be made for carrying out investigations and interpreting the results, ownership of the record remains with Animal House Vets.
Copies of records with a summary of the history of your pet will be passed on request to anotherVeterinary surgeon if they are taking over your pet’s care.We may also release these records to Pet Insurance companies if they are required as part of a claim that you may be making under your insurance policy.
Refusal of treatment
• We reserve the right to refuse treatment of an animal if:
• To do so would be detrimental to the patient.
• It would be unethical or in breach of RCVS recommendations.
• A breakdown of trust has been considered to have taken place between you and
the practice.
We reserve the right to limit treatment of an animal if:
-The patient cannot be safely restrained and therefore presents a danger to our staff -The terms of payment have been breached
-We have reason to believe that the patient is receiving treatment by another veterinary surgeon and we have not received a current clinical history.
Settlement Terms
If for any reason your account has not been settled as specified above, we will initially send you a reminder to do so at the end of the month. In the event of non-payment within the following month a further reminder will be sent which will incur administrative costs. Payment of our charges is required within 28 days of the dated statement. If repayment arrangements have not been made with us, overdue accounts after due notice to you, will be referred to our debt collection agency and may incur further charges.