Thank you for trusting the care of your pets with us at Cardiff Veterinary Centre. Please find below our Terms and Conditions. By registering of your pets with us, you are hereby agreeing that you have read and understood the terms and conditions and agree to be bound by them.

Fees and Charging Structures
All services provided by Cardiff Veterinary Centre are subject to VAT at the current rate.
Payment for treatments, drugs, etc. are due at the time of treatment.
The only exception is if the Practice has received confirmation of an insurance pre-authorisation and all costs outside this are paid at the time of treatment.
If an account is not settled at the time of receipt, a reminder will be sent out, this may be either a telephone call or posted invoice. Further and each reminder will attract a £20 administration charge.
If the account remains outstanding, it will be referred to our debt collections agency you will be liable for all costs incurred and associated with obtaining payment.
At times, we may provide you with an estimate of costs. Please remember that this is an estimate (and not a quote). We can only give an approximate cost, any additional costs which cannot be foreseen at the beginning of treatment may occur as treatment develops. If this occurs, you will be kept updated as much as we are able.
Prescription Policy
Prescriptions are available from Cardiff Veterinary Centre at a cost £25.00. You may obtain Prescription Only Medicines Veterinary (POM-Vs) from your veterinary surgery or ask for a prescription and obtain these from another veterinary surgeon or pharmacy. Your veterinary surgeon may prescribe POM-Vs for animals under his or her care. You will be informed, on request, of the price of any medication that may be dispensed for your animal. The general policy of the practice and in line with Royal College of Veterinary Surgeon’s guidelines is to re-assess an animal requiring repeat prescriptions every 6 months. This may vary in individual circumstance.
Pet Insurance
Cardiff Veterinary Centre recommends the opinion of insuring your pets against any unexpected health problems and, sometimes, the very high bills that can arise with that. It is your responsibility to settle your account and reclaim the fees back from your insurance company. We are happy to assist with this for no charge. The only exception to this as mentioned earlier is that we can at times see a pre-authorisation for treatment, if a pre-authorisation is accepted for a direct claim a fee of £30 every 6 months for ongoing treatment will be payable upfront.
Pet Health Care Plan
Please visit myvetshealthplan.com for full terms and conditions. Please note, this is not an insurance policy.
In-Patient Care
Our dedicated staff will deliver appropriate and suitable in-patient care for your pet, as instructed by the Veterinary Surgeon. This will include being accommodated in a comfortable environment, monitored, and treated in accordance with your pet’s condition, by a member of the team that is trained with the requisite knowledge and expertise.
If your pet requires overnight care, transfer arrangements will be discussed with the Practice. Our out of hours provider Valley Veterinary Hospital have an ambulance available for collection from Cardiff Veterinary Centre.
Vaccination Reminder
Responsibility for keeping up to date with annual vaccines rests with you. However, we will make every effort to send reminders out for annual vaccinations.
Complaints Procedure
We very much hope that you are completely happy with our services. If you wish to raise something please contact a member of our team who will address your concerns and escalate internally if appropriate. If you are still dis-satisfied we request that you put your comments in writing within 28 days of the issue. Complaints should be sent to info@cardiffvetcentre.com. This email is monitored by the Practice Manager. You can also contact us via post to Unit 2, Link Trade Park, Penarth Road, Cardiff, CF11 8TQ.

We will respond within 7 days or as soon a feasibly possible and, in the event that, the relevant colleague is available for their comments. If the issue still remains unresolved and a registered nurse/vet is involved you may contact the Professional Conduct Department at Royal College of Veterinary Surgeons.

Abusive and Violent Behaviour
Cardiff Veterinary Centre takes staff being treated in an abusive or violent way, whether verbally or physically, very seriously.
You and your animals may be removed from the Practice’s register, and you will be unable to access our services in the event of unacceptable behaviour. In extreme cases, the police being contacted.

Medicines
We require 48 hours’ notice to put up medication.
Refunds cannot be provided for unused medication; however, they can be returned for safe disposal.

These terms and conditions relates to Cardiff Vet Group Ltd (Co No: 13762328) trading as Cardiff Veterinary Centre. 
Registered office 293 Green Lanes, London, N13 4XS.