Terms and Conditions

Thank you for entrusting the care and attention of your pet to us. Some aspects of the terms may not be relevant to you. Please ask for further explanation / clarification if required.


All fees are subject to VAT at the current rate. Fee levels are determined by the procedures carried out and time spent on the case, medication, materials and consumables used. You will receive a detailed invoice for every transaction with us.

Payment Terms

To help us reduce administrative costs and maintain an affordable pricing structure, all accounts are required to be settled at the time of consultation, discharge of your pet or upon collection of any items. If for any reason, you are unable to settle any part of your account as specified, we ask you to discuss the matter as soon as possible with a receptionist who will pass the matter on to a Director or Practice Manager.

If an account is not settled within 14 days we reserve the right to add an overdue charge of 10%. Should the account remain overdue for a period of 30 days or more we reserve the right to refer the account to our debt collection agency and may be subject to legal action.

The costs and charges for this action will be added to the account and pursued by our Debt Collection Agency. Where the Debt Collection Agency pursue Legal Action all court costs, charges, applicable interest and cost of enforcement will be added to the balance and recovered alongside the overdue sum.

Any cheque returned, credit card not honoured or cash found to be counterfeit will result in the account being restored to the original sum with further charges added in respect of bank charges and administrative costs including interest.

For your convenience we accept cash, most major debit/credit cards (excluding American Express) and cheques supported by guarantee cards.


We strongly support the principle of insuring your pet against unexpected illnesses or accidents, providing peace of mind knowing the best treatment is available. It is your responsibility to settle your account with us and reclaim fees from your insurance company. If for whatever reason your insurance company does not pay, it is still your responsibility to settle your account with us.

In some circumstances we may agree by exception in some circumstances to a direct claim which will need to be agreed by one of the senior partners but only on the understanding that the policy excess is paid to Mercer & Hughes first and claim form is submitted at time of treatment.

We charge a £15.00 administration fee per insurance claim or £25.00 for direct claims. Claims are submitted as quickly as possible but when there are high levels of claims being processed it can take 7 – 10 days for forms to be submitted.

By telling us your pet is insured or by submitting an insurance form you are giving us permission to process claims on your behalf and release any information requested by your insurance company.

Estimate of Treatment Plans

We gladly provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate is an approximate and final costs may vary depending upon the treatment plan carried out.

Ownership of Records

Case records including radiographs and other similar documents are the property of, and will be retained, by Mercer and Hughes Veterinary Practice. Copies will be passed on request to another vet taking on the case.

Availability of prescriptions

You may obtain Prescription Only Medicines, Category V, (POM-Vs) from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgery or from a pharmacy that stocks veterinary medicines.

A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your animal.

Your veterinary surgeon may only prescribe POM-Vs for animals under his/her care. The RCVS has defined “under his care” as meaning having seen the animal immediately before making a prescription or recently enough or often enough for the veterinary surgeon to have personal knowledge of the condition of the animal or current health status of the herd or flock to make a diagnosis and prescribe. The policy at this practice is to re-assess an animal requiring a repeat prescription every 3 months. This may vary with individual animals and at the discretion of the veterinary surgeon.

Writing a prescription will require 24hrs notice and will cover the treatment of an animal for up to 3 months worth of medication. Prescriptions must be collected from the surgery. There is a standard charge for a re-examination. Further information on the prices of medicines is available on request. Prescriptions must be paid for at the time of ordering or collected within five working days.


When an order is placed it must be paid for at the time of ordering or collected within 5 working days.


No variation of these conditions will bind Mercer and Hughes Veterinary Practice unless it is specifically agreed in writing and signed by a Director.