Terms and Conditions

The following details the Terms and Conditions (“T&C”) for Catley Cross Veterinary Clinic. Some aspects of the T&C may not be relevant to you and we request that you ask for further explanation and clarification if required.  These T&C shall apply to all matters that we handle on your behalf and to the exclusion of any other T&C.  By allowing us to continue looking after your pet, you are deemed to accept these T&C. “Inform” means we will inform you in writing, by text or e-mail.

1. FEES:

All our fees and medical charges are subject to VAT at the current rate. Our fee levels are determined by the time spent on a case and according to the medicines, materials, and consumables used. A written estimate is available on request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.


Catley Cross Veterinary Clinic provides a 24 hour, seven day a week veterinary service for emergencies for equine patients. An ambulatory vet is also always on call and if you have an emergency out of working hours, please call the office number on 01787 269006 to have your call diverted directly to our emergency mobile, or if there is no answer our pager service who will contact the duty vet for you.

For Small animal emergencies call us on 01787 269006 and listen to the message which will give you the emergency contact number.

Specific details of the times when Vets Now will be providing Out of Hours cover on our behalf are:

Monday to Friday – 10pm- 7am

Weekends and Bank Holidays – 6pm-7am

If required you will be advised to visit the clinic where you will be seen by the emergency team.

Vets Now will be providing our Out Of Hours cover on 01206 842224 (Colchester) and 01376 388233 (Witham)


Any new client will be expected to pay in full at the time of treatment. Interest will be charged at a rate of 2.5% per month on invoices that remain unpaid after 1 month of the date of the invoice (see 5. below). Treatment on account will ONLY be available to established clients known to Catley Cross Veterinary Clinic and with a sound credit history. All hospital cases are asked to pay on collection unless other arrangements have been agreed with the director in charge of the case. If your pet is admitted to hospital you will be asked to pay a deposit towards treatment within 24 hours of arrival. You may settle your account using: CASH, CHEQUE (with current banker’s card), CREDIT/DEBIT CARD (Switch, Solo, Mastercard, Visa & Delta – we do not accept American Express). Payments by credit or debit card may be made by phone. Failure to pay the outstanding balance within 90 days of any treatment will result in referral to our debt collection agency. Further charges will be levied in respect of costs incurred in collecting the debt.


We will happily provide a written estimate (not a quotation) as to the probable cost of a course of treatment. Please bear in mind that any estimate given can only be approximate; often a pets illness will not follow a predictable or standard course.


If for any reason you are unable to settle your account as specified we ask that you discuss the matter as soon as possible with a member of staff. Please note that instalments or part-payments of any account may only be sanctioned with the express permission of the partners. If you fail to make any payment due to us under this agreement by the due date for payment, then you shall, if you do not have the express permission of the partners to pay by instalments or part-payments, pay interest on the overdue amount at the rate of 2.5% per month. Such interest shall accrue on a monthly basis from the due date until actual payment of the overdue amount, whether before or after judgment. You shall pay the interest together with the overdue amount. You are agreeing that the interest amount for failure to pay is fair given that it costs us significantly more time and money to administer and monitor an overdue debt payment than if you had paid on time.


You may ask us to stop caring for your pet at any time. We may stop looking after your animals if you do not accept our advice; or fail to settle your account on time; or if we are prohibited by law from doing any further work on your matter; or if the relationship between you and us sadly breaks down; or if we no longer have the expertise. Under these circumstances we will serve notice in writing of imminent withdrawal of services. We will then invoice you for any work already done. We reserve the right to hold your pet’s records until all outstanding invoices and expenses have been paid.


Catley Cross Veterinary Clinic strongly supports the principle of insuring your pet/horse against unexpected illness or accidents, although we cannot give any recommendations regarding individual insurance companies.

We charge an administration fee of £9.95 for completion of insurance forms.


We hope that you never have reason to complain about the standards of service received from Catley Cross Veterinary Clinic. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance in writing to the Practice Manager. Further details of our complaints procedure are available.


The care given to your pet may involve making some specific investigations; for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with Catley Cross Veterinary Clinic.


No addition or variance of these T&C will bind Catley Cross Veterinary Clinic unless specifically agreed in writing and signed by a Director. No agent or person employed by or under contract with Catley Cross Veterinary Clinic has the authority to alter or vary these T&C in any way.


In holding and using data about you, we will comply with the provisions of the Data Protection Act 1998. In instructing us to look after your pet, you authorise us to use that data in the course of the work that we do for you, and also to send you from time to time in the future, free of charge, details of the services that we provide. We will, where specifically required, pass on to Insurers details of clinical histories, case records and diagnostic images relating to your horse.


This condition applies to any claim:- by you; against us (including any successor business), any past, present or future directors of this firm, and/or any past present or future employees of this firm. Such claim shall be limited in amount to £2,500.00 for each and every claim, including claimants’ costs. All claims, whether made by one or more of the parties referred to above or by a third party, arising from the same act or omissions, shall be regarded as one claim. For the avoidance of doubt, this limitation of liability shall apply to any claim for negligence, breach of contract, breach of fiduciary duty, breach of trust, and any liability whatsoever.


We are an equal opportunities employer and we are committed to providing the same high quality service to all our clients, regardless of age, disability, race, religion or belief, sex or sexual orientation.


All horses, ponies and donkeys MUST have passports, which should be available for the vet to check and we strongly recommend that passports should be signed by the owner to confirm that the animal is not going for human consumption. If you do not have a passport, we can help you obtain one. Where a passport is not available the detailed record of medicinal products must be retained. This information is available on your account documentation.


Prescriptions are available from this practice. You may obtain Prescription Only Medicines, Category V (POM-Vs) from Catley Cross Veterinary Clinic OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. We can only prescribe POM-Vs for animals under our care and a fee is charged for this written prescription. A prescription may not be appropriate for an in-patient or where immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be dispensed for your animal. The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 6 months, but this may vary with individual circumstances. The standard charge for an examination is available on request. Further information on the prices of medicines is available on request.


Whilst we endeavour to provide the highest level of care for you and your pet, if you wish to request a referral to, or second opinion from, another veterinary surgeon or practice we will, with your permission, assist you in the process and forward on all clinical records promptly to that veterinary surgeon/practice.


We send to you when possible a postal reminder for small animal patients and a text reminder for equine patients, but we must stress the responsibility for maintaining correct vaccination dates is up to you. Our text/postal service should not be relied on.