McTaggart Vets Ltd

Client Terms & Conditions of Service

Introduction

These Terms and Conditions outline the agreement between the Practice and our clients for the provision of veterinary services. By registering with or attending the Practice, you agree to comply with these Terms. Our aim is to provide high-quality, compassionate veterinary care while maintaining a safe and respectful environment for clients, pets and staff.

Provision of Service

We provide veterinary services with care, skill and professional judgement in accordance with current professional standards and Royal College of Veterinary Surgeon guidance. Clinical decisions and guidance on treatment plans are made in the best interests of the pet’s welfare after consideration and discussion of costs with clients.

Fees & Payment

Fees are based on the time, expertise, equipment, medication and materials required and are subject to VAT at the current rate. Estimates are provided as to the probable costs of a course of treatment and are approximate only. Payment is due at the time of treatment or discharge, or upon collection of medications / dietary foods. If payment is not received in accordance with our agreed payment terms, we reserve the right to contact you to recover any outstanding balance. An administration fee may be applied each time we issue written correspondence, (including email or letter) in relation to overdue accounts. This fee is to cover the administrative costs associated with pursuing outstanding balances and will be added to your account. We reserve the right to recover any additional costs incurred in the collection of unpaid fees, where applicable. Accounts outstanding by 28 days will be referred to a debt collection agency, where further fees incurred to recover debt will be added to the balance, and subsequent services from the Practice may be declined.

Insurance Claims & Outstanding Balances

Clients remain responsible for payment of invoices in full. Insurance claims are between the client and the insurer. Direct claims may be offered at the discretion of the Practice Management Team and will incur an administration fee. Direct claims will only be offered for fees over the value of £250.00. Where the Practice agrees to submit a direct claim to your insurance provider, this arrangement is offered at our discretion and may be withdrawn at any time. A fee will be charged directly to the client for each direct claim submitted.

Regardless of any insurance claim submitted, the account always remains the responsibility of the client. Any excess, policy exclusions, percentage contributions, or shortfall not covered by your insurer must be settled by you promptly upon request.

If an insurance claim remains unpaid or unresolved after 28 days from the date of submission, the Practice reserves the right to require full settlement of the outstanding balance from the client. Once payment has been received, we will continue to support you in pursuing reimbursement directly from your insurer under a Pay to Policyholder (Indirect Claim) arrangement.

Should your insurer decline the claim in whole or in part or fail to process the claim in a timely manner, the full outstanding amount will become immediately payable by the client.

Consent to Treatment

Consent is required before treatment or procedures. Clients must provide accurate medical and behavioural history. In the event of an emergency where the client or authorised representative cannot be contacted, the Practice will act in the best interests of the pet. The veterinary surgeon will exercise their professional judgement in determining any treatment, diagnostic procedures or interventions considered necessary to safeguard the health and welfare of the pet.

Hospitalisation & In-Patient Care

Pets may be hospitalised where clinically required and any personal belongings are left at the owner’s risk.

Out of Hours Care

Outwith our opening hours, urgent and emergency veterinary services are provided by our Out of Hours provider:

Vets Now

21 Hill Street

Kilmarnock

KA3 1HA

01563 258028

Should your pet require transfer to or from the Practice and Vets Now, transportation will be the responsibility of the client, provided the attending veterinary surgeon considers the pet to be clinically stable and fit to travel.

Prescriptions & Medication

Medications supplied are for the named pet only. Repeat prescription requests should be emailed to us. We aim to fulfil prescription requests within 48 hours. Clients will normally receive an SMS message when repeat prescriptions are ready for collection. Some medications can only be sourced through specialist suppliers and thus may require more advance notice. Written prescriptions can be provided on request in line with professional guidance and will incur a charge. Repeat prescriptions will require a periodic pet health check.

Appointments & Cancellations

Appointments should be attended on time. Reasonable notice should be given for cancellations. Missed appointments may incur a fee or require pre-payment for future bookings.

Client Responsibilities

Clients must treat staff respectfully, maintain control of their pets, disclose any behavioural risks, follow clinical advice and ensure pets are appropriately restrained within the premises.

Health & Safety and Behaviour

The Practice operates a zero-tolerance policy towards abusive, aggressive or threatening behaviour. We reserve the right to refuse service or ask individuals to leave where safety or wellbeing is compromised.

Complaints

We welcome feedback and aim to resolve concerns promptly. Complaints should be raised with the Practice Manager, in writing or by email, to office@mctaggartvets.co.ukoffice@mctaggartvets.co.uk

Records & Data Protection

Clinical records remain the property of the Practice. Personal data is handled in accordance with UK data protection legislation and our Privacy Policy.

Referrals

Where specialist investigations and treatment are required, we may refer patients to external providers. Fees charged by referral centres are separate from those of the Practice.

Limitation of Liability

While every reasonable precaution is taken, veterinary treatment carries inherent risks. The Practice is not liable for unforeseeable complications or outcomes beyond reasonable professional control, except where liability cannot legally be excluded.

Ownership of Animals

The registered client with a registered pet linked to their account is deemed to have authority to consent to treatment and accept financial responsibility.

Active Registration

To maintain an active registration with the Practice, your pet must have been seen for a consultation, health check, vaccination or treatment within the previous 24 months. If no appointment has been attended within this period, your registration may be marked as inactive. In such cases, re-registration may be required before a further appointment can be scheduled.

Client Relationship & Continuity of Care

A satisfactory professional relationship between client and veterinary surgeon is founded upon mutual trust, respect, and confidence. Where this relationship is considered to have broken down, the Practice reserves the right to request that a client seeks veterinary services elsewhere. Once you have registered with an alternative veterinary practice, you should inform us of their details. Upon request, we will provide copies of relevant clinical records to ensure continuity of care for your pet.

Marketing & Client Communications

We may contact clients from time to time in relation to their pet’s healthcare, including appointment reminders, vaccination reminders, preventative healthcare prompts, treatment follow-ups, and other service-related communications. These communications are considered part of our clinical service and may be sent by SMS, email, telephone or post. With your consent, we may also send you information about Practice news, services, health campaigns, promotional offers, seasonal advice, events or new services that may be relevant to you and your pet. Marketing communications will only be sent where you have provided consent. You may withdraw your consent to receive marketing communications at any time by clicking the unsubscribe link in any marketing email, contacting the Practice directly or updating your communications preferences with reception. Withdrawing marketing consent will not affect essential service communications relating to your pet’s treatment or care.

We may occasionally request permission to use photographs of pets, client testimonials, or case studies for educational or promotional purposes (including website, social media, or printed materials). No identifiable information will be published without explicit client consent.

All marketing activities are carried out in accordance with UK GDPR and the Data Protection Act 2018. We do not sell or share client data with third parties for marketing purposes. For further information, please refer to our Privacy Policy available on our website or at reception.

Amendments

These Terms & Conditions may be updated periodically. The most current version will be available at reception or on request.