Terms and Conditions

Please note that our Terms and Conditions will be revised at regular intervals and this section will be updated accordingly (December 2022).


We respectfully remind clients of our terms of business requiring payment to be made at the time of treatment.

We require payment immediately after all consultations and on collection of any medications, food or any other products brought from reception.
Payments for operations or any procedures are required to to be paid for on collection of your pet.

If your pet is seen out of hours, then payment is required at the end of the consultation unless it is necessary to admit your pet for hospitalisation and then payment is required upon discharge and collection of your pet.

We accept payment by:

  • Cash
  • Credit/Debit card. Including telephone payments.

We DO NOT accept American express.


All fees, medication, foods and consumables are charged subject to the current rate of VAT.

The above terms of business apply to all clients unless you have a previously agreed large animal account and then you are on a strictly 30 day term.

Failure to comply to our terms of business

Be advised we reserve the right to charge a 2% surcharge in late payment interest for every month until we receive a full payment.

In case of continued non compliance further action maybe taken to reclaim all outstanding debts.


Approximate estimates can be given on request. Where estimates are given by reception- or veterinary staff (verbally or in writing), it has to be stressed, that it is in most circumstances impossible to predict exactly how a patient is going to react to certain medications or (surgical) treatments. Therefore the final costs maybe higher or lower than first anticipated. Should the final costs turn out to be significantly higher than the estimate given, we will do our best to inform you as soon as possible.


We prefer payment by cash or card (Debit, Visa, Maestro, Switch), but we do accept Credit cards, cheque or bank transfer.

Should the situation arise that you feel that you are unable to pay outstanding fees to us, we ask you to contact the Practice Manager immediately to try to get the situation solved. In certain cases monthly instalments can be arranged, but these arrangements are exceptions and not normal practice policy.

Small animal fees are due to be paid at the end of consultation or at the time of discharge of your pet/collection of drugs. Farm accounts and equine bills are due for settlement within 30 days of the date of the invoice.


Please take the time and read our COMPLAINTS POLICY section.


Whilst we are generally happy to take on new clients, registration is subject to

  • your permission for us to obtain all your animal's recent clinical history
  • your assurance that your pet is only registered at one vet at a time
  • that, depending on the distance between your home and the practice premises, we might not be able to provide you with (emergency) home visits (please clarify prior to registration!).

We are happy to provide emergency treatment for “passing clients” e.g. holiday makers, but we reserve the right to obtain all relevant clinical history and your regular vet's permission to see your pet.


Please take the time and read our PRIVACY POLICY section.


All patient records and documents such as x-rays and blood results will remain property of Dulverton Vets Ltd.. Copies can be obtained. We will never pass any records on to third parties unless requested for new registration with another vet or for a second opinion by an out of house provider. This would in no case ever happen without the owner's explicit consent.


As an individual Veterinary Practice we have decided not to encourage any particular animal insurance providers or to make registration subject to providing evidence of an existing insurance cover.

Should you wish to claim for any of our services with your pet insurance company, our policy states, that we are getting paid at the time of consult or discharge and that it is the responsibility of the animal's owner to get reimbursed by the companies directly. Please provide us with all relevant paperwork so we can fill in the “vet's section” (a small administration fee applies).


Prescription only veterinary medications (POM-V's) can be obtained from the counter as long as the animal is under our care and has been regularly seen (in most cases every 6 months) and checked by our vets. Repeat prescriptions are subject to these checks, which might include further diagnostics (e.g. blood tests) to be completed.

Repeat prescriptions can be ordered in advance by email or phone during surgery hours (please give 24 hours notice where possible). All drugs must be paid for on collection.


We generally encourage pet owners to bring their animals into the surgery, as there will be equipment, staff and facilities at hand. However, if this is not possible, we ask you to ring to book a home visit. Depending on the situation you might have to wait for the next available vet to come out to you. Please be aware, that we do not entertain a pet ambulance service. Our vehicles are not equipped to transport your pet, nor do we have the necessary insurance cover to provide this service. Home visits are charged at a fixed rate, please ask for details at the time of booking.


We entertain a 24/7 service and provide our own out of hours care. In case of an emergency please ring the usual number (01398-323285), the phone is diverted to the vet on duty. Please leave a message on the answer phone should the emergency vet be busy at that time or ring the mobile number given on the answer phone. There is only one vet on duty at the time and will return your call as soon as possible.

Dulverton Vets Ltd. are not an Animal Hospital and we therefore do not have staff on site 24/7. Should your animal require hospitalisation, it is up to the duty vet's discretion to check on the in-patient as necessary. Should it be our opinion that your animal requires intensive care, you will be advised to consider referral.


Should some other person than the registered keeper of your animal is requesting our services on your behalf we ask you to please inform us about this in advance, so that a note with their details (name and contact) can be added to your registration summary.


You can demand the treatment of your animal to be stopped at any time should you disagree with what is done, but you will be invoiced for all the work that has been undertaken so far, inclusive laboratory charges etc.. The practice reserves the right to cease the treatment of your animal at any time should we feel that our advice is not taken or instructions are not followed. The practice will forward the details of your animal to a veterinary practice of your choice if applicable.

Opening hours

Mon-Fri: 9:00AM - 5:00PM
-by appointment only-
Saturday: 9:00AM - 11:30AM
- by appointment only-

Tue AND Fri: 3:30PM - 4:00PM
- by appoinment only-

TELEPHONE NUMBER: 01398 323285

Good to know

Covid-19 latest

We have received a lot of positive feedback from our clients regarding our appointment system which has been in place since the start of the pandemic. The main advantages of this system other than keeping us all safer, are:
  • no overcrowding of the car park
  • reduced waiting times
  • less stress for the animals
We therefore decided as a practice to stick to our appointment only system and not to return to open surgeries even in a post pandemic environment.


Repeat Prescriptions

We can be extremely busy at times, so if we have seen your pet within the last 6 months, please ring or email us with your request and we will have it ready for you when you arrive. We would also kindly ask you to order flea and tick treatments in advance to minimise waiting times. Thank you. Tel:01398 323285

Please ring us during opening times (9:00am -5:00pm), if possible 24 hours in advance, in case your prescription needs to be ordered in.