Terms and Conditions of Business

In the spirit of the transparent and trusting relationship we endeavour to foster at Sandhole Veterinary Centre, the following terms and conditions are set out for your information. They are perhaps, by necessity, a little dry, and so we would be happy to discuss any of the content further should you wish.


All fees, diets and drug charges are subject to VAT at the current rate. You will always receive a detailed invoice for every consultation, surgical procedure and transaction.

Methods of Payment

In line with standard veterinary practice, all client accounts are due for immediate settlement: at the end of the consultation, on your pet's discharge or upon collection of drugs or diets.  For larger operations we ask that a deposit is paid when your pet is admitted.

Payment can be made either by cash or credit/ debit card (Switch, MasterCard, Solo, Visa).

Estimates of Treatment Costs

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. We will endeavour to keep you fully informed of any changes as treatment progresses.

Settlement Terms

Payment is due at the time of treatment unless agreed in advance by the management team.

Should an account not be settled within 7 days, a reminder will be sent (please bear in mind that this will attract an additional administration fee.) Should it be necessary to send further reminders, further charges will be incurred. These may not be deducted if payment is made.

After due notice to you, the client, overdue accounts will be referred to our debt collecting agency and further charges will be levied in respect of costs involved in collecting the debt: such as production of reports, correspondence, court fees, 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 account being restored to the original sum, with further charges added with respect of any bank charges and administration costs, together with interest on the principal sum.

Inability to Pay

If for some reason you are unable to settle your account as specified, please speak to a member of staff as soon as possible. We will always try and find a fair and reasonable way forward, although instalments or part payments of any account may ONLY be sanctioned by the Practice Manager or a senior veterinary surgeon. By signing the admission consent form you agree to settle the account on collection of your pet.

Pet Health Insurance

Sandhole Veterinary Centre strongly supports the principal of pet insurance. Please note that it is your responsibility to settle our account and then reclaim the fees from your insurance company. Direct claims can sometimes be agreed for treatment with a value in excess of £500, but this must be authorised by the practice manager prior to treatment.

Ownership of Records

Case records (including radiographs and similar documents) are the property of, and will be retained by, Sandhole Veterinary Centre and will be kept under the terms of the Data Protection Act (1998) Copies, with a summary of the history, will be passed on request to another veterinary surgeon taking over any case.

Ownership of Radiographs and Similar Records

Radiographs, ultrasounds and ECGs are taken to aid diagnosis in your pet. Whilst you have paid for these procedures, the charge relates to the opinion given on the findings - the actual physical copy remains the property of the Practice.


Prescriptions are available from this practice.

You may obtain 'Prescription Only Medicines, Category V', (also known as POM-Vs) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy

Please be aware that your veterinary surgeon may prescribe POM-Vs only 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 every animal requiring repeat prescriptions every 6 months in order to ensure that treatment continues to be appropriate and effective, but this may vary with individual circumstances. The standard charge for a re-examination is £41.50.

Further information on the prices of medications is available on request.

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

Return of Unused Drugs

We are happy to accept unused medication back into the practice for disposal only. However as drugs which have left the premises are no longer fit for resale, no refund can be given. Drugs purchased from any other supplier will not be accepted for disposal.

Patient Photographs and Videos

Photographs of your pet may on occasion be used for educational or marketing purposes, please let us know if you would prefer this not to happen


At Sandhole we aims to provide the highest standard of care for you and your pets, and we hope that you never have cause to complain. However if you feel that there is something to complain about please direct your comments in writing to the Practice Manager in the first instance. We aim to respond to all complaints within 7 working days.

Examinations for Repeat Medications

It is necessary both for the welfare of your pet and to meet legal obligations, for this practice to re-examine animals receiving long term medication. The interval will vary with the condition and the medication but will be no longer than every 6 months. An examination fee will be charged for that consultation. 


The information contained in this website is for general information purposes only. The information is provided by Sandhole Veterinary Centre, and whilst we endeavour to keep it up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.

Through this website you are able to link to other websites which are not under the control of Sandhole Veterinary Centre. We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

Every effort is made to keep the website up and running smoothly. However, Sandhole Veterinary Centre takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.