Terms & Conditions

This statement details our practice terms and conditions of business.

Welcome to Taylor Vets, by accessing our website or using our services, you agree to comply with and be bound by the following terms and conditions. Please read them carefully.

Some aspects of the terms may not be relevant to you, or you may require further explanation. We recommend that you ask a member of staff if further explanation or clarification is needed.

The Client-Practice Relationship

Maintaining a positive and professional relationship with our clients is of utmost importance to us. Our primary focus is the health and well-being of your pets, while also respecting your wishes as their owner.

We are committed to treating all clients fairly and with respect, and we expect the same courtesy in return. Any form of rudeness or violent behaviour toward our staff will not be tolerated. Failure to treat our team with politeness and respect may result in the immediate termination of our services (see “Termination of Services”)

Registering with Our Practice

By registering with us, you agree that we will be your primary or sole provider of veterinary services. Due to the high demand for our services, we reserve the right to discontinue your access to our veterinary care if you are receiving services from another provider.

Services Provided

At Taylor Vets, we offer a comprehensive range of veterinary services, including, but not limited to, consultations, vaccinations, surgeries, dental care, and emergency treatment. The specific services your pet receives will be tailored to their needs and based on the recommendations of our veterinarians.

All of our services are delivered in accordance with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct. The RCVS, which operates under the Veterinary Surgeons Act 1966, regulates veterinary surgeons to protect the public interest and ensure animal health and welfare.

Our services are provided by appropriately trained and qualified staff, depending on the specific service required. In some cases, services may involve or be supported by other team members, such as student vets, nurses, or animal care assistants, who are supervised by a qualified professional. You have the right to request that any particular staff member does not participate in your pet’s care. If you have a preferred veterinarian or nurse, or if there is someone you would prefer not to work with, we will do our best to accommodate your request—simply ask our team to arrange this for you.

We are equipped with a range of facilities and have a highly experienced team at Taylor Vets. If at any time you or our clinical team feels that a second opinion is needed, we are happy to provide one from another member of our team. In some cases, we may recommend that your pet benefits from a procedure or consultation with a specialist. We will always discuss this with you before making any referrals

Termination of services

1. Client-Initiated Termination
You may terminate your contract with us at any time. Upon termination, you are responsible for promptly collecting your animal if it is under our care and settling any outstanding payments. We recommend registering your animal with another veterinary practice immediately upon ending your contract with us, and we are not responsible for or liable to make these arrangements on your behalf.

2. Practice-Initiated Termination
We reserve the right to terminate the contract at any time. Reasons for termination may include, but are not limited to, the following:

Failure to pay for veterinary services.

Engaging in behaviour in the public domain that could potentially harm our business, including negative reviews or posts on social media.

Failure to adhere to our terms and conditions or to follow reasonable requests made by any of our team members.

Rudeness, which includes demanding or discourteous behaviour in person or through communication networks, including interactions with our on-call teams.

The use of inappropriate language, such as swearing or making insulting remarks, whether in person, on our premises, or through communication networks.

Intimidation of our staff, defined as behaviour that would cause a person of ordinary sensibilities to fear injury or harm.

Threatening behaviour towards our staff, their families, or friends.

Causing injury to our staff.

Recording video or audio of interactions with our staff, including telephone calls, without their full knowledge and consent.

Using another veterinary practice as your primary provider of veterinary services.

We may also terminate the contract at any time for other reasons. In such cases, we will provide you with at least 30 days’ notice and refund any sums paid in advance for services that will not be provided.

3. Withdrawal of Services
We may withdraw specific services at our discretion. If this occurs, we will notify you as soon as reasonably possible and refund any prepaid amounts for services that will not be provided as a result.

4. Complaints and Legal Rights
If you have any concerns or complaints regarding our services or staff, please refer to our Complaints Policy or contact us via our postal address, email, or telephone.

We are legally obligated to provide services in accordance with the contract. You have the right to request that we repeat or correct a service if it was not performed with reasonable care and skill, or to seek a refund if it cannot be fixed. Additionally, if a price or time frame was not agreed upon in advance, what you are charged must be reasonable, and the service must be completed within a reasonable time

Appointments

Appointments can be made via our website, phone, or in person. Where possible we will do our best to accommodate your appointment requirements, but this may not always be possible due to high demand and availability.

We reserve the right to refuse to provide veterinary services if you attend our practice without a pre-booked appointment or if you are not present (such as late or arriving at the wrong time) at our practice in time for your appointment.

If your animal requires an operation or procedure we will endeavour to contact you within 24 hours of your booking request. This will either be to confirm the details of your animal’s operation or procedure or to book in this appointment. We will do our best to accommodate any requested dates and times.

Cancellations must be made at least 24 hours before the scheduled appointment. Whilst we appreciate that appointments can be forgotten, as a small independent business it does impact us when you miss an appointment or cancel an appointment at short notice. It means we are unable to offer those appointments to other patients and clients that may need it.

We always send reminders via email or text message 24 hours before your appointment to remind you of your appointment time the following day. We allow for two appointments to be missed without effect, however if a third appointment is missed then our standard consultation fee (£58) will be charged.

At our discretion, we may choose to terminate our services for frequent no-shows or clients who cancel appointments frequently.

Emergency services are provided based on availability. We advise contacting us immediately in case of an emergency.

If your access to our veterinary services is delayed by an event outside our control, such as an emergency, then we will endeavour to contact you as soon as possible to notify you of this. We will always take steps to minimise the effect of the delay, and as a result we will not be liable for delays caused by the event.

Out of hours services

At Taylor Vets we are proud to offer our in house out of hours service. Our team is available out of normal practice hours to provide care for your pets 24 hours a day 7 days a week, including bank holidays.

If your pet requires attention out of hours please ring our usual practice number.

Our on call team will triage your call and may offer you an emergency appointment at the practice if they feel this is required. There may be circumstances where it may be necessary to share our out of hours service with another local practice. Should this be required, you will always have a choice of which practice to use depending on your location and need. Any practice helping out may require access to your pets medical records, however this will never be shared without your consent.

Pet Information and Records

You are responsible for providing accurate and up-to-date information about your pet, including medical history and any known allergies.

We will require any previous veterinary records from your current practice. As a practice, our policy is that we cannot request a client’s personal data/clinical history to be shared with us from another practice. We therefore must request that you – the client -contact your current practice and request this is sent to us. Your pet’s medical records will be kept confidential. They may be shared with other veterinary professionals as needed for your pet’s care. These however will never be shared without your consent.

Reminders

We will always make every effort to remind you when your pet is due vaccinations or other preventative care such as parasite treatment. However, it is your responsibility to ensure that your pet is kept up to date with the aforementioned treatments and services.

Prescriptions

At Taylor Vets, only staff who are qualified and authorised can issue prescriptions. Repeat prescriptions will only be provided if authorised by a qualified staff member. We may refuse to issue prescriptions for animals not registered with us as being exclusively under our care.

Any prescriptions, including repeat prescriptions, will only be issued following a clinical assessment of your animal. An updated clinical assessment may be required before issuing a repeat prescription. Please request prescriptions with at least 48 hours notice, so that it allows time to arrange any necessary assessments.

There may be a charge for issuing written or repeat prescriptions to cover the time, responsibility, and professional insurance costs involved. We will inform you of any applicable fees before issuing the prescription.

You may choose to have your prescription dispensed either by our practice or another veterinary practice, clinic, or pharmacy. If dispensed by us, we will provide information on availability and costs before dispensing any medications. You are responsible for collecting the prescription from our practice within one week of being notified that it is ready. Failure to collect may result in the medications dispensed being replenished back into our stock and any monies already paid being credited to your account.

Liability

Veterinary treatment may involve risks. While we take all reasonable precautions, Taylor Vets is not liable for any adverse reactions or complications that may arise during or after treatment.

Taylor Vets shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the services provided.

Pet Owner Responsibilities

Pet owners are responsible for supervising their pets while on our premises. Your animal must be suitably restrained while on our premises.

You must inform us of any behavioural issues your pet may have. We reserve the right to refuse treatment if a pet poses a risk to staff or other animals.

Social Media and Internet Platforms

Our practice maintains a social media presence, but we kindly ask that these platforms are not used to seek veterinary advice or request urgent care for your pet.

We encourage all interactions on our social media channels to be courteous, respectful, and positive. Please note that we do not endorse or take responsibility for any advertisements that may appear on our social media pages.

From time to time we may request your permission to share an image, or details about your pet on social media. We will never share sensitive information, and will always obtain your consent prior to sharing.

We reserve the right to not respond to or take action on any posts made on social media or other internet platforms at our discretion.

If we find that a client is misusing email, electronic communications, our website, social media, or other online platforms, we may terminate veterinary services to that client immediately (see “Termination of Services”) or take any necessary actions to protect our practice

Payment Terms and Conditions

1. Fees and Estimates

The fees for our veterinary services are determined by several factors, including the nature of the work, the expertise and time required, the facilities and equipment used, and the cost of materials and consumables. All fees are subject to VAT at the current rate. A detailed invoice will be provided for each consultation, procedure, or transaction.

Wherever practicable, we will provide you with a price estimate before commencing treatment. However, please note that these estimates are approximate and subject to change depending on the course of your pet’s treatment. If it becomes necessary to exceed the estimated cost, we will attempt to discuss and agree on a revised estimate with you. In emergencies or situations requiring immediate action, we reserve the right to proceed with the necessary treatment without prior notice.

2. Payment Terms

Payment for our services is due at the time they are provided, unless otherwise agreed in advance.

We accept payments via cash, debit card, or credit card, BACS, online payment and at our discretion, we may accept cheques.

For Veterinary Surgery, You – the client – must choose one of the following payment options before the surgery is scheduled:

Full Payment Upfront or Upon collection: The total estimated cost of the surgery must be paid in full prior to the surgery or upon collection.
Payment Plan: In circumstances such as financial hardship, subject to approval by the veterinary practice, and at our sole discretion, clients may be offered a payment plan, to be paid in instalments as agreed upon in writing by the Practice management team.
Insurance: We can process direct and indirect insurance claims, please see below(4) for full conditions.

Clients must sign a pre-surgical payment agreement that outlines the payment terms, the total estimated cost, and the payment schedule if a payment plan is agreed upon.

A copy of the signed agreement will be provided to the client and retained on the client’s electronic file.

3. Exceptions to Payment Terms

In cases of emergencies where immediate surgery is necessary and the client is unable to make payment arrangements, the practice coordinator or designated staff will assess the situation and may, at their discretion, approve the surgery without prior payment.

Exceptions to this policy may be granted at the discretion of the practice coordinator or lead veterinarian in cases of extreme hardship or other extenuating circumstances.

4. Insurance Payments

If you have a valid pet insurance policy, we may agree to claim directly from your insurance company (for costs over £500). You must provide all necessary policy details, and pay the agreed direct claim insurance deposit fee of £150.

All insurance claims (direct and indirect) will be charged an administration fee of £28 for processing the insurance claim (unless you are on our members plan, which means there is no charge). The fee will be payable by you along with any amounts not covered by your insurer.

We are unable to process direct claims for certain insurance companies – please check with the practice prior to your surgery if you would like to make a claim so we can advise on the companies we cannot direct claim for.

5. Accounts and Settlements

Certain clients may be granted a payment agreement at our discretion, whereby the terms of payment will be set out by the Practice Management team and agreed upon in writing.

Failure to settle within this period may result in the withdrawal of this facility and further action to recover the debt.

6. Late or Non-Payment

If payment is not made when due, we reserve the right to:

Refer overdue accounts to our debt collection agency.
Charge fees related to debt recovery, including the production of reports, correspondence, court fees, phone calls, home visits, administration and late payment fees.
Suspend further services until outstanding payments are made.

7. Debt Recovery Charges

In the event of non-payment of any invoice in its entirety within the required period, further administrative and debt recovery charges may be applied to your account and referral to Debt Recovery can take place forthwith.

Please note that upon referral to a debt recovery agency of our choice, you will incur additional fees, on top of the amount owed, of 18%. You agree to reimburse us of all debt recovery charges we incur in the pursuit of recovering the debt due to the additional correspondence, phone calls, reports, administration costs and other debt recovery actions.

You contractually agree to pay these additional debt recovery sums and interest as a result of your non-payment under the agreed payment terms.

If the account remains in arrears 30 days after referral to the debt recovery agency, we reserve the right to commence legal proceedings. You agree that you will be liable for any additional debt recovery costs thereafter as well as legal costs. You agree to be liable for our legal costs on an indemnity basis in addition to the principal sum and interest.

We reserve the right to not undertake any further commercial dealings while the debt is outstanding and we can suspend the provision of any further goods and/or services until the outstanding sum is paid in full. Please note county court judgments can impact your credit rating.

If your debt is passed to our debt collection agency, we will be required to share any information related to the debt in accordance with The Data Protection Act 2018.

8. Inability to Pay

If you are unable to settle your account, please inform us as soon as possible. While we are committed to meeting our legal and professional obligations towards the animal under our care, we expect timely payment as agreed. Any part payments or settlement plans must be authorised by the Practice Management team and agreed upon in writing.

9. Refunds

Refunds for services already rendered will be considered on a case-by-case basis. Prepaid services may be refundable depending on the circumstances.

Insurance

You are responsible for securing animal insurance. We do not offer or arrange insurance on behalf of our clients. While animal insurance is not required to receive our veterinary services, we strongly recommend that you obtain suitable coverage for your animal from a reputable insurer.

Privacy Policy

Your privacy is important to us. Please refer to our Privacy Policy for details on how we collect, use, and protect your personal information.

Governing Law

Any changes to these terms and conditions will only be effective if they are specifically agreed to in writing and signed by an authorised representative of Taylor Vets. No agent or employee of Taylor Vets has the authority to alter or vary these terms in any way.

These terms and conditions are governed by the relevant English law. Any disputes or claims arising from these terms will be subject to the exclusive jurisdiction of the courts of England. Both parties waive any rights to object to the jurisdiction of these courts or to claim that any proceedings have been brought in an inappropriate forum.

If any provision of these terms is deemed invalid, illegal, or unenforceable, the validity, legality, or enforceability of the remaining provisions will not be affected.

Contact Information

If you have any questions about these terms and conditions, please contact us at:

Address: Taylor Vets, Unit 10 Top Station Road, Brackley, Northamptonshire, NN13 7UG

Phone: 01280 733800

Email: hello@taylor.vet

Website: www.taylor.vet

Disclaimer

We reserve the right to update or modify these terms and conditions at any time.We recommend that you check them each time you use our website or engage our services to make sure that you are aware and understand the terms that apply at that time. Continued use of our services implies acceptance of the new terms.

Review Date: August 2025