Appointments

Consultations are by appointment only – priority will be given to emergencies, which will always be seen immediately.

Emergencies

NuVet operates an out-of-hours service for emergencies – 24 hours a day, 365 days a year. Please call 01733 333444 and you will be directed to the vet on call – normally one of our usual team, occasionally to another practice in town. Unfortunately, there is a surcharge for seeing consultations after practice hours, on top of our standard consultation fee. Animals which are hospitalised outside normal working hours are checked and treated according to their clinical needs, although we do not have staff on site continuously. Animals requiring intensive care may be referred for continuous monitoring – the client is responsible for arranging transport to the referral centre.

Prescriptions

We are legally obliged to have an animal “under our care” before we can prescribe or dispense any prescription-only medications. Therefore, if your pet is on long term treatment, they will require a full consultation with a vet at least every 6 months. If you do not want to obtain medication from us, we can provide you with a prescription (for a small charge), and you can obtain the medication from a registered pharmacist. We require at least 24 hours notice for a repeat prescription so please call ahead, or medication may not be in stock.

Fees

We politely ask for payment at the time of treatment. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. A detailed receipt is available for every consultation, surgical procedure and transaction with us. We will happily provide a written estimate. Please bear in mind that any estimate given can only be approximate depending on clinical circumstances.

We strongly recommend pet insurance for all our customers. Direct claims may be available but are only available at the specific permission of the vet in charge of the case.

Should any account not be settled within 14 days, then a reminder will be sent with an additional fee in respect of the administrative costs incurred. Should it be necessary for additional reminders to be sent, further charges will be incurred. After due notice, overdue accounts will be pursued further, to the fullest extent of the law.

Failure to settle an account may result in the withdrawal of non-emergency treatment.

Complaints

We hope that you never have reason to complain about the standards of service received from NuVet. However, if you feel that there is something you wish to discuss or complain about, please direct your comments, in writing, to Marwan Tarazi, who will guide you through our complaints procedure. If we are unable to help you, please contact the Royal College of Veterinary Surgeons.

Ownership of Records

Case records, radiographic images and similar diagnostic records are the property of, and shall be retained by, NuVet Limited. A summary of the clinical case history will be passed on request to another veterinary surgeon taking over a case.

Vaccinations for Life Scheme

This is for animals after their primary vaccination course.

To qualify for our ‘Vaccs for Life’ scheme you must register your pet with us and your pet must be up to date with its current vaccinations. If your pet was vaccinated elsewhere we will need to see your pet’s previous veterinary records or a completed vaccination certificate at your visit. If your pet’s vaccinations have lapsed additional vaccines will be required for entry into the scheme and must be paid for at the time they are given.

It is a condition of our ‘Vaccs for Life’ scheme that you use NuVet for your regular veterinary care. Using another local practice for your veterinary care will invalidate this offer and no refunds will be given. Using another vet in an emergency or by agreement with ourselves (e.g. for referral) will not invalidate the plan.

We aim to send reminders to all clients but it is the client’s responsibility to return their pet to us every 12 months for its annual vaccination. NuVet will not be responsible for any costs resulting from any failure of our reminder service.

Our ‘Vaccs for Life’ scheme is a non-refundable offer. No part of this offer will be repaid if you no longer have your pet. If you re-home you pet, NuVet will transfer your benefits to the new owner. To prevent fraudulent use of the plan your pet should be microchipped. It is the responsibility of the new owner to prove that the pet being presented is the pet on the scheme.

NuVet reserve the right to refuse treatment if there is reasonable doubt that the pet being presented is not the pet registered on the scheme.

If you move away, we regret there are no refunds available. If you come back to us and have remained up to date with you vaccinations you can re-join the scheme at no extra cost.

The offer cannot be transferred to or used for any animal other than the registered pet within the scheme.

It is a condition of the ‘Vaccs for Life’ scheme that you are up to date with all payments due to the practice and you shall not be entitled to any ‘Vaccs for Life’ vaccinations / examinations whilst there are monies owing by you to the practice.

The practice reserves the right to alter these terms and conditions at any time.