Terms of Business
Kintra Veterinary Services
Effective Date: 03/06/2025
1. General
Thank you for choosing Kintra Vet. We are a privately owned, small, woman-powered veterinary clinic committed to providing high-quality, compassionate care to your pets through both in-clinic consultations and home visits. These Terms of Business set out the basis on which we provide services to you.
2. Opening Hours
Our standard opening hours are:
- Monday to Friday: 9:00 AM – 6:00 PM
- Closed for lunch: 1:00 PM – 2:00 PM (except in emergencies)
- Closed on weekends
Out-of-hours emergency support is available through a partnered emergency service. Please check our website for emergency care details.
3. Appointments and Consultations
- Appointments can be booked in person or phone (where applicable).
- We offer both in-clinic consultations and home visits, subject to availability.
- Emergency cases will be prioritised; routine appointments may be rescheduled if necessary in such instances.
- A £30 deposit is required for all consultations and a £60 deposit is required for all surgical procedures at the time of booking. These deposits are non-refundable if cancelled with less than 24 hours’ notice.
4. Fees and Payment
- All fees are subject to VAT where applicable and are due at the time of service.
- We accept payments via cash and debit/credit cards. We do not offer credit facilities.
- Invoices must be settled in full before any medication, treatment, or documentation (e.g., insurance forms, referral letters) is released.
- A price list for common services is available on request.
5. Insurance Claims
- We have a dedicated staff member to assist with insurance claims.
- A £12 administration fee applies per insurance claim submitted.
- Clients are responsible for settling fees directly with us and claiming reimbursement from their insurer, we can help with this process.
- For clients insured with Vetsure ONLY, we are able to accept direct claims, subject to prior approval.
6. Prescriptions and Medications
- We can provide prescriptions upon request. A fee applies for written prescriptions.
- You may obtain medicines from another veterinary surgeon or pharmacy if required.
- Please allow 48 hours for repeat prescriptions to be processed for collection.
- If you would like your prescription delivered, please allow up to 7 days for processing and delivery.
7. Cancellations and Missed Appointments
- Please give at least 24 hours’ notice if you need to cancel or reschedule an appointment.
- Missed appointments or cancellations with less than 24 hours’ notice may incur a fee and result in loss of your deposit.
8. Referrals and Exotic Pets
- While our vets have basic training in treating exotic animals, we are not exotic specialists.
- We will assist as much as possible, including consulting with or referring to an appropriate exotic specialist if required.
9. Pet Health and Welfare
- We promote a fear-free approach to veterinary care and always prioritise your pet’s wellbeing.
- We reserve the right to decline treatment if we believe it is not in the best interest of your pet or poses a risk to staff safety.
10. Complaints
- We are committed to providing a high standard of care. If you are dissatisfied with any aspect of our service, please speak to a member of staff.
- Formal complaints should be submitted in writing to the Practice Manager, and we will respond within 10 working days.
11. Client Data and GDPR
- All personal data is handled in accordance with our GDPR Privacy Policy, available on request or via our website.
- By registering with us, you consent to us processing your personal information for the purposes of treatment, administration, and communication.
12. Ownership of Records
- Clinical records, including radiographs and laboratory results, remain the property of Kintra Veterinary Services ltd.
- Copies may be provided to you or another veterinary professional upon request.
13. Home Visit Appointment Slots
For home visits, we allocate a one-hour time window (e.g. between 1:00pm and 2:00pm). This means that the attending vet will arrive at any time within that window, depending on the day's schedule and any unforeseen delays.
Please note that this does not mean the visit will last the full hour — it simply refers to the timeframe in which you can expect the vet to arrive.
We appreciate your understanding and flexibility, which helps us provide timely and attentive care to all our patients throughout the day.
14. Changes to Terms
- We reserve the right to update these Terms of Business. The most current version will always be available at our clinic and on our website.
