This page details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.


All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. The price of all medicines supplied by us includes a dispensing fee. You will receive an itemised invoice for every consultation, surgical procedure or transaction with us.


Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. If you are a new client with no credit history with the Practice, you may be asked to settle the expected cost of treatment prior to the course of treatment commencing. You may settle the account using:
CREDIT/DEBIT CARD – Switch, Solo, MasterCard, Visa, Delta
Sorry, we do not accept cheques


We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course.


Should an account not be settled at the time, then a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges will be incurred. These however, may be deducted if payment is made promptly. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will 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 cheque returned by our Bank as unpaid, 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.


Please see our charging policy for missed or cancelled appointments


If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part-payments of any account may ONLY be sanctioned with the express permission of the Practice Principal or our Practice Manager.


Mansion Hill Veterinary Practice strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company. A charge of £17.50 is made to complete insurance claim forms but this fee is waived if we have supplied all the professional services and medications for the patient. We can only complete claim forms for services and treatments that we have given. Claim forms will be processed within 7 days and we will post the forms to your insurance company on your behalf.


We hope that you never have recourse to complain about the standards of service received from Mansion Hill Veterinary Practice.  However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Practice Principal.  For further information, please review our complaints policy.


Case records including radiographs, laboratory reports and similar documents are the property of, and will be retained by Mansion Hill Veterinary Practice. Copies, where possible, with a summary of the history will be passed on request to another veterinary surgeon taking over the case.


The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph remains with the practice.


Clients should be aware that prescription only medicines (POMs) may be purchased from us, your veterinary practice, or with a prescription at any pharmacist who stocks the appropriate veterinary licensed medication. We are willing to provide you with a prescription in order that you may purchase your pet’s POM preparation from a pharmacist. Please give at least 2 normal working day’s notice for the collection of medicines or prescriptions. We will only give/sign prescriptions generated by our computer system. Under current UK law this prescription must then be presented to a registered pharmacist. The pharmacist may not have the specified veterinary licensed medications to hand and may have to order them in for you. The pharmacist will make a separate charge to cover the costs of the medication, his dispensing fee and his profit. This fee will need to be paid direct to the pharmacist. Substitution of non-licensed medications or human licensed medications for veterinary licensed ones is illegal. We will not accept any responsibility for any medicines not dispensed from our pharmacy as we have no control over any other pharmacy.  No pharmacy, including ours, can give refunds for any medicines once purchased. We can however take medicines back for safe disposal, but only if they have been dispensed from our pharmacy. Purchasing medications from us helps us to keep our overall prices down. If your pet requires regular medication for a long-standing condition current law & RCVS rules require us to examine him or her at regular (usually no more than three monthly) intervals. A charge will be made for this check up.


Mansion Hill will use their best endeavours in providing a reminder service for vaccination and parasiticides, however we do not accept any liability for loss arising from the failure or inaccuracies of this service. It is your responsibility to ensure your animal is compliant with all legal, sporting and breed requirements.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Practice Principal. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.