Terms & Conditions of Trade


Thank you for choosing to join us at Edhen Vets. As an independent practice we are proud to provide a 24/7 service to our local community for all domestic pets.
Please find the Terms of Business by which we operate below. These Terms of Business apply to all clients of Edhen Veterinary Surgery.
All fees, diets and drug charges are subject to VAT (20%). Fee levels are determined by the time and skill level required on a case and according to the medicines, materials and consumables used. We generate an itemised invoice after every consultation/procedure and if we have a client email address we will email a copy after every transaction. As a client you are liable for any fees incurred in the diagnosis and treatment of your pet even if your pet is brought in on your behalf by a relative, friend or agent.
Invoices are due for settlement at the end of the consultation, the discharge of your pet or upon collection of your drugs/diets. You may settle your account using:
  1. Cash
  2. Credit/Debit Card – Maestro, Solo, Mastercard, Visa and Visa Electron (we are unable to except American Express.)
  3. Direct/Online bank transfer (BACS).
  4. Petsapp payment system
If payment terms are not met we will pass on the outstanding balance to a debt collection agency.
Estimates of treatment costs
Edhen Vets strives for transparency, especially in financial matters. We will be able to provide a written estimate as to the probable costs of a course of treatment. All estimates are put together with as much accuracy as possible but often a pet’s illness will not follow a conventional course. We will always try to lay out a minimum and maximum financial scenario and gain an understanding of your wishes in different outcomes. If during a procedure there is an unexpected decision to be made we will try to contact you on the contact numbers you have given us if we believe the treatment costs are going to exceed the estimate costs. However, if you are not contactable we will treat your pet as is necessary for the prevention of pain or suffering.
Here at Edhen Vets, we are happy to process an insurance claim on your behalf to claim back Veterinary fee’s.
Insurance to cover veterinary fees in the event of illness or accident enables many clients to afford the very best treatment when the need arises. At Edhen Veterinary Surgery we support the concept of veterinary fees insurance and undertake to complete and send claim forms within 14 working days.
As of the 17th of October 2023, we are now applying a £20 charge to each insurance claim that we handle or process. This is due to the increased amount of time it is taking to carry out these services for you.
Emergency Service
In accordance with the Royal College of Veterinary Surgeons Edhen Vets ensures the welfare of domestic pets 24 hours a day, 365 days a year. Services provided outside of our normal operating hours incur an additional charge as displayed on the pricing list on our website. In the event of an emergency when the practice is closed, clients and new clients wishing to use our services should call our usual number 01872 228873 where your details will be collected by the answering service and they will then be passed onto the on call vet or nurse immediately. We use a messaging service to ensure that the phone is always answered.
Home Visits
Edhen Veterinary Surgery endorses home visits in all situations where owners would prefer one (within a 30 mile radius of the practice). We will consider any distance outside of this on a case-by-case basis. We can undertake home visits in an emergency situation although sometimes we advise visiting us at the practice as this may lead to quicker treatment if we feel a condition is critical.
Repeat Prescriptions
Under the guidance of the RCVS , BSAVA and BVA, the general policy of this practice is to re-assess an animal requiring repeat prescriptions every 3 months, but this may vary in individual circumstances.
As part of our 24-hour service at Edhen Veterinary Surgery we often hospitalise patients overnight or for an extended period of time. Although our veterinary surgeons live in very close proximity to the practice, a hospitalised patient will not be under constant supervision. We do have inpatient cameras to watch patients as required and in-person checks are made on a regular basis or at the discretion of the veterinary surgeon in charge dependent on the severity of the illness.
Ownership of Records
Case records and similar documents are the property of, and shall be retained by, Edhen Veterinary Surgery. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
At Edhen we always strive to make our clients aware of how much we value our client-practice relationship. We will not disclose to any third party information about a client or animal without either expressed or implied permission. If information is requested by another practice or referral service we will always seek permission from our client before sending any medical information across.
Second opinion and Referrals
We would be happy to recommend either a second opinion (in house) or referral to a specialist if a case is deemed too complicated or outside our areas of expertise. We are also happy to offer second opinions, it is advised but not obligatory for us to have any previous history for a patient before we examine it.
Edhen Veterinary Surgery is committed to providing an exceptional standard of service and care. We realise, however, that things can go wrong and there may be occasions when you feel your expectations have not been not met. We hope that if this is the case, you will give the practice an opportunity to rectify the situation as most problems can be resolved easily and quickly and often at the time they arise. If you would like to give feedback or make a written complaint please direct this to the practice Director Rachel Simmons at admin@edhenvets.co.uk. We would prefer to know about something that has gone wrong to ensure it does not happen to anyone else and we will put in place any changes required to our existing procedures in order to improve our current services.
Terms and Conditions may be revised from time to time and will be posted on the website.