Metrovets’ Terms & Conditions

Appointments and Consultations

Consultations are provided by appointment during our normal opening hours. Appointment times are allocated specifically for you and your pet and consultation fees are based on this time.

We kindly ask that you notify us if you are unable to attend, as missed appointments may incur a consultation fee.

Our Fees

All fees, including medications and food, are subject to VAT at the current rate. Charges are based on the time, expertise and materials required for your pet’s care.

We are happy to provide estimates for treatment and encourage you to discuss costs with our team in advance. Estimates are valid for 90 days and are available to registered clients.

An itemised invoice is available on request for all services and treatments.

Please note that you should expect to be charged a fee for all veterinary consultations.

Methods of Payment

Payment is required at the time of consultation, upon discharge of your pet, or when collecting medications or food.

We accept cash and debit/credit cards (MasterCard, Visa, Delta). Unfortunately, we are unable to accept cheques or offer payment plans.

Estimates of Treatment Costs

We will always aim to provide a clear estimate before treatment begins. However, as medical care can be unpredictable, final costs may vary if additional treatment, medication or care is required.

We will keep you informed if there are any significant changes to your pet’s treatment plan or costs.

Settlement Terms

Our policy is payment at the time of treatment. Consultations are required to be paid for at the end of each consultation and in-patient procedures are required to be paid for on collection of the patient.

If an account remains unpaid after 14 days, a reminder will be issued and an administrative fee applied. Continued non-payment may result in further charges and, if necessary, recovery through the courts, which could affect your credit rating.

Any credit card payment not honored and any cash tendered that is found to be counterfeit, will result in the account being restored to the original sum. Further charges being added in respect of bank charges and administrative costs, together with interest on the principal sum.

Pet Health Insurance

We strongly recommend insuring your pet against unexpected illness or injury.

Please note that accounts must be settled with us directly. You will then need to reclaim eligible costs from your insurance provider.

Complaints and Standards

We are committed to providing a high standard of care and service. If you feel we have not met your expectations, we would like to hear from you.

Please contact Dr Rachael Yost at [email protected] so that we can investigate and resolve your concerns promptly and fairly.

Providing details such as your contact information, your pet’s name, the date of your visit, and a brief description of your concern will help us respond as efficiently as possible.

Ownership of Clinical Records

Clinical records, including radiographs and other diagnostic images, remain the property of Metrovets. Copies can be shared with other veterinary practices upon request and with your consent.

Data Protection

Metrovets is registered with the Information Commissioner’s Office (ICO). In accordance with the UK General Data Protection Regulation (UK GDPR) and the Privacy and Electronic Communications Regulations (PECR), electronic marketing communications will only be sent where the client has given clear, specific consent. Clients will be given the opportunity to opt out of marketing communications when their contact details are collected and in every marketing communication thereafter. Consent must be freely given and provided through a specific opt-in. Metrovets maintains systems and processes to ensure client consent records remain accurate and up to date, and staff will promptly comply with any request to withdraw consent. Clinical records may only be requested by the registered owner of the patient.

Prescription Policy

Prescription-only medicines (POM-Vs) can only be issued for animals under our care, which we define as having been examined by one of our veterinary surgeons within the last six months.

You may obtain medications directly from us or request a written prescription to use at another veterinary practice or pharmacy. A fee applies for written prescriptions to cover administrative and clinical checks.

A written prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.

A written prescription is only valid for up to 6 months. However, the amount of medication and length of treatment prescribed is at the discretion of the prescribing vet and may be less than 6 months. Written prescriptions for controlled drugs are valid for 28 days and will only have 28 days worth of treatment supplied.

For online orders, clients are required to send us the order number once they have placed the order and the prescription will be sent directly to the online pharmacy via email.

For prescriptions to be collected from local pharmacies (for non-licensed medications) the name and address of the local pharmacy will be required and written on the prescription.

These measures are to protect both the client and Metrovets from fraud.

Non-Licensed Medicines

We are unable to prescribe non licensed versions of medication if there is a licensed version available. We are legally bound by the prescribing cascade outlined in the links below.

Cascade Policy | Veterinary Medicines Directorate

Referrals and Second Opinions

In certain circumstances, a veterinary surgeon may deem a case necessary for referral to a practice with advanced qualifications or specialisms in a particular condition or area of care. This would be after discussion with the client. Also, in certain circumstances, either the veterinary surgeon may recommend, or the client may request a second opinion on a case from another veterinary practice. In both of these circumstances, the veterinary surgeon will make appropriate arrangements for the transfer of the client and pets records to the other practice, but only after gaining consent from the client.

Import/Export and Pet Travel

It is the responsibility of the client to ensure all legal requirements are met for pet travel and import/export regulations. We recommend contacting DEFRA for the most up-to-date guidance.

Reminder Service

We may provide reminders for vaccinations and flea and worm treatments as a courtesy. However, responsibility for maintaining your pet’s healthcare schedule remains with you. Metrovets does not accept any responsibility for consequences or costs incurred that may result from a missed vaccination or flea or worm treatment.

Variations to Terms

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Dr Rachael Yost. No agent or person employed by, or under contract with, the Metrovets has the authority to alter or vary these conditions in any way.

Client Behaviour

Our team is committed to maintaining a professional, welcoming, and respectful environment. We kindly ask that clients treat our staff with the same courtesy. Unpleasant, abusive, aggressive, or threatening behaviour will not be tolerated, and we reserve the right to withdraw services if such behaviour occurs.