Terms & Conditions

Rutland House Surgery Limited (updated September 2022)

Our Fees

All fees include VAT at the current rate and are determined by the time spent on cases as well as the drugs, materials, consumables and diets used. Written estimates can be provided on request and remain valid for a period of one month, but please bear in mind that any estimate given can only be approximate as often an animal’s illness may not follow a conventional course. We will endeavour to contact you should our fees exceed the estimate by more than 10%. Please ensure we always have current, accurate contact details. If we cannot contact you, we will treat your pet as necessary to prevent pain and suffering.

Payment Terms

All accounts are payable in full at the time of treatment, including treatments covered by an insurance policy, unless a direct claim has been agreed prior to treatment being provided.

Methods of Payment

We accept payments by cash, credit or debit card. Card payments can be taken over the phone for your convenience. Please note we do not accept cheques or offer payment plans.

Deposits (out-of-hours work only)

Where an estimate is given, a 50% deposit will be required prior to commencement/continuation of the proposed treatment plan. 100% deposits are required for caesarean sections.

Outstanding Accounts

It is our policy to co-operate with our clients whenever possible. However, if payment is not made in accordance with our terms, then debts will be referred to our Debt Collection Agency and then the County Court for recovery. A late payment fee will be added to accounts that are overdue for more than 28 days. For accounts referred to our Debt Collection agency, the relevant Court and Debt collection fees will be added accordingly. We reserve the right to charge interest at 8% above the Bank of England Base Rate.

Debt Recovery

We reserve the right to recover all costs incurred in action taken by us, or on our behalf – including legal action – for the recovery of overdue amounts. This may include, but is not limited to, the cost of legal advice and representation. We reserve the right to recoup costs incurred in the use of outside agencies to recover late payments.


We appreciate that there may be times when the treatment may cost more than you are able to afford at the time of your visit. Providing your pet is insured we may be able to authorise a direct claim. You will be required to pay the policy excess and also a direct claim arrangement fee at the time. Please speak to a member of our team for more details. We do charge a claim form fee for any insurance claim submitted by our team. For further information on this please speak with a member of the client care team.

Agreement of a direct claim does not transfer liability of fees incurred to Rutland House Surgery Ltd. If at any point the insurer refused payment for a direct claim, the owner will still be fully liable for all costs incurred. The insurance policy is a private agreement between the owner and insurer. Rutland House Surgery Ltd cannot be involved in disputes over non-payment of insurance claims.

We allow 30 days from completion of claim form to receiving settlement. Should the insurer not settle within that time period, the owner may be required to settle the outstanding fees in full.

Client Data

We will not allow third party access to data without a client’s permission. Permission to release a patient’s clinical records may be implied from the circumstances, for example when a client moves to a different veterinary practice.

Complaints Procedure

We hope that you will never have cause complain about our staff, or the standard of care that we provide. However, should you have any concerns at all, please speak to the senior member of our nursing team, or the senior veterinary surgeon, at the relevant branch. Most problems should be able to be sorted out at this level.

More serious complaints must be addressed in writing, within 28 days of discharge of patient, to the Practice Manager.  We will then fully investigate the complaint and respond to you in writing.

Our professional governing body is the Royal College of Veterinary Surgeons.

We will not tolerate any aggressive, or abusive, behaviour to any staff member, at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.