Terms of Business 2019-01-16T13:07:25+00:00

Charter Veterinary Hospital Group payment terms

Charter Vets aim to provide the highest standards of veterinary care. These are the terms on which we supply veterinary services and related products to you

Charter Veterinary Hospital Group terms of business

Thank you for entrusting the care and attention of your animal to Charter Veterinary Hospital Group, this statement details our Group Terms and Conditions Charter Veterinary Hospital Group terms of business require our clients to pay for veterinary treatment and medication at the time of provision, or on collection of their pet following procedures or inpatient care.

We encourage you to ask for an update of current costs at any stage of your pet’s care as more information becomes available.  This is especially important where we have been unable to estimate costs at the time of admission.

If you are unable to pay for treatment and medication in full when you collect your pet, please let us know in ADVANCE.

If, on admission of your pet or at any such time you are consenting for further treatment, you think you will not be able to pay in full at the time you collect your pet please let us know.

IT IS ESSENTIAL THAT YOU DO THIS to enable us to liaise with our credit control and allow us to advise you of what information you may need to provide to facilitate exceptional payment terms.

Settlement Terms

Should the account not be settled under these terms, then a reminder will be sent. After due notice to you the client, overdue accounts will be referred to the Small Claims Court or our Debt Collecting Agency and further charges will be levied in respect of costs incurred in collecting the debt. 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 being added in respect of bank charges and Administrative costs.

Direct Insurance Claims

Charter Veterinary Hospital Group are happy to provide a direct claims service for clients whose pets are insured with any of the following insurers:

  • Petplan               
  • Vetsure            
  • Tesco              
  • Kennel Club
  • Agria      
  • Argos
  • Sainsbury
  • Direct Line
  • Animal Friends
  • John Lewis       
  • M&S
  • More Th>n

If you wish to take advantage of this, you will need to abide by the following terms:

AT TIME OF ADMISSION – You must give us a signed insurance claim for, even if the treatment related to an ongoing condition for which you have already made a claim.

EXCESSES – You must pay the policy excess upon collection of your pet.  If this amount is unknown, you will need to pay us £75 and, when we receive payment from your insurer, we will refund any difference.  If your policy excess is higher than the treatment cost, you will need to pay for all treatment at the time until the excess is reached.

OWNER CONTRIBUTION – If your policy requires a % owner contribution to be paid, this needs to be settled at the time of collecting your pet.

IF INSURER DECLINES CLAIM OR DOES NOT PAY WITHIN 10 WEEKS – We will send you an invoice and statement and you agree to pay the outstanding amount under our normal terms for uninsured pets.

Torch Farm & Equine Ltd

Torch Farm & Equine Ltd require clients to pay on receipt of their monthly invoice and statement, for their pet’s treatment and medication following procedures or inpatient care at Charter Veterinary Hospital.

  • We encourage you to ask for an update of current costs at any stage of your pet’s care as more information becomes available.  This is especially important where we have been unable to estimate costs at the time of admission.
  • If you know you are not going to be able to pay in full for your pet’s treatment when you receive your monthly invoice and statement, please let us know in ADVANCE.
  • If your pet is insured (either with a small animal policy or a farm policy) please advise the nurse on admission.  You must bring a copy of the policy with you as soon as possible after admission and before your pet is discharged.

Overnight Care and associated fees

At Mullacott Veterinary Hospital and Charter Veterinary Hospital we have members of staff on the premises 24 hours per day, 365 days per year to enable us to provide the appropriate level of overnight care to all our patients. Some patients require greater monitoring than others, and there is a cost implication for levels of increased involvement by the members of our team.

Our standard level of overnight care for inpatients involves a vet review at 5-6 pm ward rounds, nurse checks at 8 pm, 11 pm, and 7 am, nurse update and vet review at 8.35 am ward rounds. These examinations are included in the normal daily charges for hospitalisation. Patients on intravenous fluids, infusion pumps and more frequent monitoring incur a fluid management charge. Where treatment is required to be given more frequently, or if the condition requires it, staff, both veterinary surgeons and nurses, will attend your animal during the night and this will incur a high dependency charge. At the highest level of care, for example with an animal recovering from complex surgery, then the care may be continuous with a member of staff monitoring your animal constantly and for this you will incur an intensive care charge.

We encourage you to ask for updates of the costs incurred to date at any point during your pets care.

Should it become necessary to transfer patients from their home, one of our 3 branch surgeries or between hospitals you will be consulted before hand and updated by the duty nurse once your pet has been transferred.

Post hospital consultations and associated fees

Post-surgical consultations

Surgical procedures other than neutering are charged a post op care package which includes consults associated with post op care associated with wound healing. If a patient requires further follow up consultations following wound healing – any additional consultations will be charged at full price less a 20% discount.

Post medical inpatient consultations. Post diagnostic investigations

If your pet has been admitted, as a day patient, for diagnostic investigations follow up consultations will be charged at the full price less a 20% discount.

Complaints and standards

We hope that you never have recourse to complain about the standards of service received from Charter Veterinary Hospital Group. However, if you feel that there is something you wish to complain about, please direct your comments, in writing, in the first instance to the Operations Manager at our Roundswell site.

Ownership of records

Case records including radiographs and similar documents are the property of and will be retained by Charter Veterinary Hospital Group. Copies of a summary of the history will be passed on by request to another veterinary surgeon taking over the case.

Ownership of radiographs and similar records

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 the results, ownership of the resulting record, for example, a radiograph remains the property of the Group.


Out-of-hours small animal emergency cases are seen at either our Mullacott or Roundswell Veterinary Hospital. You will be expected to transport your animal to the nominated Veterinary Hospital for treatment. This permits us to access any equipment that might be required to provide the best treatment for your animal and mean the vet will be able to call on the assistance of the duty nurse, if required.

Variations in terms of trading

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the Partners or the Operations Manager. No agent or person employed by, or under contract with, the Group has the authority to alter or vary these conditions in any way.

Prescriptions are available from this practice

You may obtain Prescription Only Medicines, Category V (POM Vs) from your veterinary surgeon or ask for a prescription, for which there will be a charge, and obtain these medicines from another veterinary surgeon or a pharmacy.

Your veterinary surgeon may only prescribe POM Vs for animals under his or her 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 prescribed for your animal.
The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 3-6 months, but this may vary with the individual circumstances and may be more frequently for recently diagnosed conditions. 
Further information on the prices of medicines is available on request.

Off-Licence Medicine Use

There are certain situations where the best treatment for your pet may require the use of medicines which do not hold an appropriate licence for the species concerned. In this case we might therefore recommend using such a medicine “off- licence” but these will prescribed in accordance with the cascade.

The cascade is a sequence that all veterinary surgeons must follow when treating animals. Each vet must firstly look for

  • alternative medicines that are used in other animal species for the same condition
  • then medicines for different conditions in the same species
  • finally medication authorized for human use

There are a lot of human medicines that are extremely useful in the treatment of pets. Most of these medicines have been in general veterinary use for years, anti- histamines, asprin, digoxin, diazepam and pain killers etc. Most of these off-licence medicines are widely used in the veterinary field: there are documented dose rates and they are known to be safe. Our use of off-licence medication will be based upon our knowledge of the use in animals and an assessment of the risks and benefits involved. These medicines will only be used when they are indicated and deemed necessary and no licensed alternative exists.

Due to the cost of obtaining a licence for full use in a particular species, there are only a few drugs actually licensed for use in the smaller and exotic pets (eg rabbits, birds etc.) When ever an off license medication is dispensed you will be asked to sign a unlicensed drug consent form and be given a copy of the data sheet.


  • Any drug dispensed (whether on or off-licence) will be dispensed with instructions for usage and, if applicable, special storage.
  • Please handle all drugs carefully (particularly if you know yourself to be allergic to some drugs).
  • Keep out of the reach of children.
  • In accordance with BSAVA guidelines: Once medicines have been dispensed, they should not be returned to the practice for resale, as correct storage conditions (and therefore safety and efficacy) of medicines returned by clients cannot be guaranteed. It is practice policy not to accept any medicines, un-used or part used for refunds.
  • If you have any medication left over, we will be happy to dispose of it safely. Please be aware that there may be a small charge.