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General Terms & Conditions


All our fees, products and services are subject to VAT and we provide an itemised receipt for each consultation, procedure or transaction. A verbal estimate will always be given where possible and written estimates are available on request. All estimates are only an approximation and if treatment is expected to exceed the estimate by 10% or more then will endeavour to contact you to discuss the situation further.

Settlement terms

We expect payment in full at the time of treatment. If we have to raise an invoice for any treatment, medication, diets or any other reason without prior agreement, then there will be an administration charge of £20 (plus VAT) added to your outstanding balance. Any further demands for payment by letter will also attract an administration charge of £20. Failure to pay will result in referral to our debt collection agency or the County Court. This will incur further charges.

Inability to pay

If your circumstances are such that you can not pay your bill, it is essential that you inform us as soon as possible.

Pet Health Insurance

We are authorised representatives for PetPlan.

You are required to settle your account with us in full then reclaim the fees from the insurance company.


We treat all complaints very seriously and will respond initially within 2-3 days working days and a full response within 10 working days. Please address your complaints to the General Manager at Calcot House.

Ownership of records

Case records and similar documents are the property of Ashcroft Surgery Ltd. This includes laboratory results, X-rays, MRI scan, CT scans and ultrasound scan pictures. It is the carrying out, investigation and interpretation of these procedures that you are charged for.

If you remove your patronage from the practice, then all records for your animals will be forwarded to the veterinary surgeon of your choice.

Telephone Calls

NB All our telephone calls are monitored for quality and training purposes.

Variation in terms and conditions

No addition or variation of these conditions will bind the practice unless specifically agreed in writing by the directors of Ashcroft Surgery Ltd. No agent or person employed by or under contract with the practice has the authority to alter or vary these terms and conditions in any way.