Terms & Conditions

1) Introduction:

1.1 In these terms and conditions:

1.1.1 “We”, “us”, or “our” means ASL Vets Limited (company number 09636974) whose registered office is at 5 The Pantiles, Billericay, Essex, United Kingdom, CM12 0UA.

1.1.2 “You” or “your” means the person seeking veterinary services for an Animal or wishes to buy products from us; and

1.1.3 “Animal” means the animal in respect of which we are providing veterinary services, which may include large and small animals and those that are kept as pets, as well as working animals.

1.2 By registering your pets with ASL Vets Limited, you agree that you have read and understood our Terms of Business. If you require any clarification on any aspect of the terms, please do not hesitate to ask. Once you have agreed to the terms, they will form the contract between us (the “contract”), and it will apply to all future goods and services you purchase from us.

1.3 We may update these terms and conditions from time to time. The latest version will be available on our website. Your continued use of our services constitutes acceptance of any changes.

1.4 Thank you for entrusting the care and attention of your Animal to us. Some aspects of the contract may not be relevant to you. We request that you request further clarification if required, including whether you would like this contract to be in an alternative format (for example, audio, large print).

1.5 You may contact us at the practice or by email to Info@aslvets.co.uk or by writing to us at ASL Vets Limited, 5 The Pantiles, Billericay, Essex, CM12 0UA.

1.6 This contract binds you in respect of all goods and services delivered by us to you, including veterinary services for your Animal. If you purchase goods and/or services from us, you agree to be legally bound by this contract.

1.7 This contract contains our general terms. There may be other terms applicable to competitions, prizes, our pet health care plan, and any other services we offer. In such cases, the specific terms will also apply.

1.8 Please be aware that the health and welfare of your Animal is our primary concern and responsibility. Our policies have been developed to care for your animals while complying with the codes of practice determined by the Royal College of Veterinary Surgeons, the Veterinary Medicines Directorate, the Health and Safety Executive, Environmental Health Departments, and the Financial Conduct Authority.

1.9 A copy of these Terms & Conditions and the prices for our most popular procedures are on display in our waiting rooms, and further prices are available on request

2) Our Services:

2.1 The health and welfare of your animal is our primary concern. Our staff at ASL Vets Limited will endeavor to provide appropriate veterinary care in compliance with the codes of Veterinary practice determined by the Royal College of Veterinary Surgeons, the Veterinary Medicines Directorate, the Financial Conduct Authority and the Environmental Health Department.

2.2 The relationship between us, you, the client and your pet is established by a mutual aspect of trust. In thus entering this relationship, it is our responsibility to make medical judgments regarding the health of your pet and the requirements for medical therapy.

2.3 All services provided by us will be carried out by suitably qualified members of staff, considering the nature of the services to be provided in each instance. We will always carry out these services with reasonable care and skill.

2.4 We reserve the right to refuse service to any client showing aggression or abuse towards our staff.

2.5 Animals under our care must receive a full clinical assessment before the dispensing of veterinary treatment. A general health check must be carried out at least yearly, and in the case of an animal requiring ongoing medication for ongoing health conditions, a health examination must be carried out at least every 6 months

2.6 Consultations: Consultations are provided by appointment only with a Vet or Nurse. Appointments are available in the morning, afternoon, and early evening at times that vary according to the day of the week and the consulting Veterinarian or nurse, within our normal opening hours. Clients are requested to inform the surgery at least 24 hours before their appointment if they wish to cancel or reschedule. We reserve the right to charge for missed appointments, or for appointments cancelled, or changed at short notice. If you arrive late for your appointment, we will do our best to fit you into the next available slot. However, this may involve a wait, and if no suitable appointments are available, you will need to rebook. Cats must be kept in baskets in the waiting room, and all dogs must be kept on a lead. The safety of the pet, the client, and our staff is of the highest priority, and this may include measures to restrain the animal, such as the application of a muzzle or providing appropriate sedation. It is essential for clients to understand that our patients may pose a potential risk, and the advice of our professional staff should be taken seriously.

2.7 Home visits: In special circumstances, we may be able to visit you at home to provide treatment for your pet; this will only be available following arrangements made in advance. Please note that in most cases this is used for end-of-life care (euthanasia) and we would normally advise you to bring your pet to the surgery for treatment, as it would be in the best interests of your pet, for example, so that we have access to diagnostic equipment and medication that may be required. House visits will incur an additional fee.

2.8 Student veterinary surgeons and nurses: As an approved training centre, veterinary students and trainee nurses under qualified guidance may be involved in the care of your pet.

2.9 Telephone Recording & CCTV Recording: Please note that our calls, both incoming and outgoing, may be recorded for training and monitoring purposes. ASL Vets Ltd uses CCTV and audio recording on its premises to protect staff, clients, animals, and property; deter and investigate crime or misconduct; support dispute resolution; and maintain transparency in clinical and client facing areas. Recording applies to all staff, clients, contractors, and visitors. All data is processed in line with UK GDPR, the Data Protection Act 2018, ICO guidance on video and audio surveillance, and ASL Vet’s legitimate interests under Article 6(1)(f), balanced against individual rights. For more information, please view our CCTV & Audio Recording Policy & Data Protection Impact Assessment are also available on our website. By registering with ASL Vets Ltd, you confirm that you have read, understood, and agree to our CCTV and audio recording policy, including the use of surveillance for safety, transparency, and legitimate business interests under UK GDPR.

3) Registration & Consent:

3.1 In order to maintain accurate records of our clients and patients, it is important that your details are kept up to date. To ensure accuracy, our staff may periodically request that you confirm your details. If your details should change, it is your responsibility to inform us as soon as reasonably possible. Please note that failure to notify us of updates to your contact details may cause issues with insurance claims or result in delays in our ability to contact you in the event of an emergency.

3.2 We may contact you either by letter, phone, text or electronic means to advise you of outstanding accounts, reminders of your Animal’s preventative health care treatments and any marketing offer that might be of benefit to you or your Animal. Please tell reception if you wish no contact to be made, or make your selection clear when you are asked online. However, please be aware that this will also remove our ability to send vaccination reminders.

3.4 Our “Privacy Policy” is available at https://aslvets.co.uk/privacy-policy/, our CCTV & Audio Recording Policy & Data Protection Impact Assessment are also available on our website.

3.5 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

3.6 Written signed consent for procedures is required on admission or hospitalisation of your pet. We will endeavour to discuss any changes to veterinary services prior to them taking place. Consent may be given only by the owner or agent over the age of 18 years.

3.7 We reserve the right to administer first aid to animals under our care without prior consent in the case of an emergency and in the best interest of the animal’s health

3.8 General Data Protection Regulation (GDPR) When you register your animal with our Practice or request that we provide veterinary services, we will collect personal data about you. We will only collect data that is necessary to perform the services, take payment, or contact you, such as your name, contact details, and possibly some financial details. Please note that we may pass your details on to debt collection agencies or our legal advisers for the purpose of recovering unpaid fees if you do not pay invoices when they fall due.

3.9 We comply with GDPR and will take reasonable precautions to ensure that your data is kept securely, used appropriately and is not shared with third parties except as required for the purposes outlined above. You are entitled to request details of the data that we hold about you.

3.9.1 Use of Animal Images in social media, we may capture and share images of your animals on our social media platforms for promotional and educational purposes. By registering with us, you grant ASL Vets permission to use the images you provide. If you have concerns about this, please inform us in writing.

3.9.2 In accordance with Royal College of Veterinary Surgeons (RCVS) guidelines, ASL Vets Limited requires your pet’s full clinical history before we can offer treatment or services. Until these records have been received, your registration remains incomplete, and we are only able to provide a limited service.

We will contact your previous veterinary practice to request your pet’s medical history. However, you must provide explicit consent for the release of these records. Without this consent, we cannot proceed with registration or treatment.

Until your pet’s full medical history has been received:

• We will be able to provide limited care, including emergency treatment and restricted out-of-hours support.
• Once records are received, your pet will have full access to our services.

Please note: If we become aware that your pet is registered with multiple practices or has received treatment elsewhere while registered with ASL Vets, we may need to restrict services. This is to protect your pet’s safety and ensure we have access to complete medical records for continuity of care.

4) Costs, Payments & Estimates of services:

4.1 All fees, medications, food and reception sales are subject to VAT.

4.2 Our fees are determined by the amount of time spent and the skill level involved in the administration of treatment, as well as the medications, consumables and equipment used. An itemised invoice will be provided at the end of treatment.

4.3 You must pay for all services and goods as they are received. You will be advised exactly when payments are due, depending on the nature of the services we provide to you. However, you can expect to make payments at the end of each consultation and upon discharge of your pet from our care. For surgical procedures and certain consultations, we may require a deposit of 50% or 100% upon booking, with the balance due prior to the completion of the surgical procedure or consultation. We require 48 hours ‘ notice to cancel a surgical procedure. Please note: cancellations made with less than 48 hour’s notice will result in the deposit being non refundable. In the event that your pet is hospitalised we may require part payment in advance of any period of hospitalisation and/or stage payments daily. If your pet is hospitalised we will try to phone you each day to discuss the progress of your animal and the fees incurred once the veterinary surgeon has completed their morning rounds.

4.4 Payment is to be made in full following a consultation, on discharge of your pet following a procedure or hospitalization, or on collection of medication or food. Payments can be made either by cash or card. We can also take payments over the telephone for your convenience. Please note that we do not accept cheques or American Express card payments. Please note that if a pet is registered with our Practice, we will assume that any person other than the registered pet owner who may bring the pet in for treatment is duly authorised by the registered pet owner to seek treatment for the pet and to incur costs for which the registered pet owner will be liable. Where a pet is not registered with our Practice, we will assume that the individual requesting treatment accepts liability for all costs incurred.
The following general payment terms apply in all cases.

4.5 Where an estimate has been provided, this will be based on our best calculation of the course of treatment. Please note that any estimate given can only be an approximation; the cost of estimates can go up or down. In the event that the course of treatment for your pet is altered, meaning the cost of treatment exceeds your estimate, we will endeavour to contact you and inform you of any additional costs. Estimates are valid for 28 days from the date of issue.

4.6 Fees are reviewed and may be subject to change annually.

4.7 If you become unable to pay your account according to these standard terms, this must be discussed with the Practice as soon as possible.

4.8 If you do not pay your invoice when it falls due, we shall take such action as we consider appropriate to recover our fees, which may include engaging third-party debt collection agencies to recover the outstanding fees and/or instigating proceedings against you in the county court. In such cases, any costs levied by the debt collection agency will be added to the outstanding balance owed by you and/or we will seek to recover any legal expenses from you. Charge you interest for each month or part of a month for which payment remains outstanding at the rate of 8% plus the relevant Bank of England base interest rate, and charge a late payment fee of £49.99.

Please note that using debt collection agencies and the county court may affect your future credit rating.

4.9 We shall be entitled to suspend the provision of any further goods and/or non-emergency services until you have paid any outstanding sums in full. Where we consider it appropriate, we may require payment on account before goods and/or services are provided.

5) Out of Hours & Overnight Care

5.1 ASL Vets Limited opening hours are 9 am-7 pm Monday to Friday, 9 am-1 pm on Saturdays, and we are closed on Sundays & bank holidays. Should you have an emergency outside of our normal hours, please call the ASL Emergency number, which is 07470 51 22 86.

5.2 Patients requiring overnight care will have their needs assessed by the case vet. Overnight care will be provided at ASL Vets Limited, with the owner’s consent and knowledge that a member of staff shall not be present at the surgery during the entire night. Following assessment of the individual pet’s needs, the duty vet will attend to your pet periodically throughout the night to administer care and treatment.

5.3 Where your Animal requires an overnight stay, we will discuss this with you in advance. We understand that different levels of care are needed in differing circumstances, and we will discuss with you where your Animal will stay, the cost, monitoring requirements, pain relief and other medical requirements, as well as the emotional requirements of your Animal

5.4 There is a higher-than-normal consultation charge when an animal is seen outside normal consultation times or when an animal is seen without a prior appointment.

6) Pet Insurance

6.1 ASL Vets Limited strongly supports the principle of insuring your pet against unexpected accidents or illnesses. Please note that it is the owner’s responsibility to arrange pet insurance cover.

6.2 Payment must be made directly to us and then costs reclaimed from the insurance company.

6.3 We may be able to arrange a direct claim with your insurance following successful pre-authorisation of the claim or following details of cover being checked. Please notify the practice manager that you wish to make a direct claim prior to treatment commencing or as soon as reasonably possible so that the necessary checks can be made.

6.4 We are unable to claim costs for external services provided outside of ASL Vets Limited, such as out-of-hours or referral fees. Costs for these must be claimed directly by the surgery that has provided them.

6.4 Any anticipated shortfalls in the cost of treatment that is not covered by your insurance must be paid at the time of making the first direct claim. Any additional shortfall that is owing following settlement of the claim is to be paid by you to us at that time.

6.5 In the event of a direct claim being authorized, please note that this is not a guarantee of payment from your insurers. Should, for any reason, the claim be declined by your insurance, you will be liable to pay the balance in full.

6.6 Due to the high number of insurance claims we receive, please note that we politely ask clients to allow 2 weeks for a claim to be processed once submitted. If you are submitting a paper claim form, please ensure that these are filled in correctly with your details and complete with a signature, as failure to do so may result in a delay in your claim. If you require assistance with your claim, please speak with a member of staff, and we will be happy to help.

6.7 Please send queries or claim forms to be completed to Info@aslvets.co.uk, and a member of our Insurance Claims team will get back to you or process your claim at their earliest opportunity. Please note there is an administration fee for processing insurance claims.

7) Ownership of Records:

7.1 The care that we provide for your pet may involve making some specific investigations, such as diagnostic imaging or laboratory samples. Whilst we charge for these investigations and the interpretation of the results, the ownership of these records remains with us.

7.2 A summary of the case notes, including copies of diagnostic results, may be passed on to another veterinary surgeon taking over the case on your request.

8) Referrals and second opinions

8.1 Should you feel you would like another opinion on your pet’s illness, please ask. We are always happy to arrange a second opinion with another vet or vets within the practice.

8.2 Should a case require equipment or skills not available at our Practice; we will recommend that you be referred to an appropriate centre of excellence. We will organise a referral and provide the specialist with all relevant information and investigation results in a timely manner. Any request for estimates and payment of fees incurred at the other Practice is your direct responsibility.

8.3 The owner has the right to request a second opinion either with another veterinary surgeon at ASL Vets Limited or at another veterinary practice. We understand that these are sometimes requested to obtain a different Veterinary opinion or to confirm a diagnosis. We are happy to provide a copy of your pet’s medical notes and supportive diagnostic results on request to obtain a second opinion.

9) Prescriptions

9.1 All medications prescribed by our vets will be dispensed directly from the practice at the time of your appointment in accordance with the Royal College of Veterinary Surgeons and Veterinary Medicines Directorate guidelines. Please note that some specific medications may need to be ordered from our suppliers. In this case, you will be advised of their availability for collection.

9.2 Written prescriptions are available upon request. A fee applies to cover the veterinary surgeon’s professional service in authorising the appropriate medication, providing dosage advice, and maintaining accurate patient records.

You will be responsible for sourcing the prescribed medication through a suitable supplier. Once we have received the pharmacy’s contact details and your order number, the written prescription will be sent directly to the chosen online pharmacy.

Please note: Our veterinary surgeons send prescriptions directly to pharmacies, rather than issuing physical copies to owners. This approach is mandated by the UK’s Veterinary Medicines Directorate (VMD) and is designed to prevent medication misuse and ensure patient safety. It also offers convenience for pet owners, supports the cost-effective use of specific medications, and ensures proper handling of controlled drugs.9.3 Written prescriptions can only be authorised by a Veterinary Surgeon for an animal under their care. We may provide medications upon receipt of a written prescription from another Veterinary Surgeon.

9.4 Prices inclusive of VAT of Veterinary medications are available upon request.

9.5 All repeat prescription requests are subject to the authorisation of the case Vet. For pets requiring ongoing prescription medication (POM), an examination must be performed every 6 months.

9.6 The amount of prescription-only medication (POM) that can be provided is limited to a maximum of 6-month supply. For certain medications, and in cases where more regular diagnostic monitoring is required, the limit may be much less and is subject to the Veterinary Surgeons professional judgment. For some medications classed as schedule or controlled the limit is 1 month supply.

10) Return of unused drugs:

10.1 We will accept unused medications back to the surgery for disposal only. Medications that have left the surgery premises are not fit for resale, and so a refund will not be issued for returned medications.

11) Vaccination & parasite control reminders:

11.1 We believe in responsible pet ownership in that the owner will ensure that their pet is kept up to date with vaccinations and preventative parasite control. Unless you have specified that you do not wish to receive reminders for vaccinations, we will endeavour to send reminders for your pet’s annual vaccinations and parasite control, as needed.

12) Feedback & complaints

12.1 We appreciate any feedback that is given to us, whether positive or negative, so that we can use this information to better our services to you and your pet.

12.2 We will not tolerate any aggressive or abusive behaviour towards any staff member at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.

12.3 If you are dissatisfied with your service in any way, please bring this to the attention of a member of staff, and we will try to resolve this for you at the time to avoid unnecessary frustration or concern.

12.4 In the unfortunate event that your issue is not resolved informally and you wish to make a complaint, please send this in writing for the attention of the practice manager to Info@aslvets.co.uk. Please include a factual summary of the events that have led you to make a complaint, your expectation as to a resolution and how you wish to be contacted.

12.5 If you are not satisfied with the outcome following your complaint, the Veterinary Client Mediation service (VCMS) offers free advice service. You can find further information as to the services they offer at https://www.vetmediation.co.uk/clients

12.6 When will the Royal College of Veterinary Surgeons (RCVS) get involved?

The RCVS will deal only with serious concerns relating to a Vet’s or Nurse’s professional conduct, including very poor professional performance that does not reflect the standards set out in the RCVS Code of Professional Conduct. These serious cases can affect a Vet or Nurse’s ability to practice. If you think that your concern needs to be brought to the attention of the RCVS, you can contact them via https://animalowners.rcvs.org.uk/concerns/.

13. LIMITS ON OUR RESPONSIBILITY TO YOU

13.1 Except for any legal responsibility that we cannot exclude in law (such as for the death of a person or personal injury caused by our negligence) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:

13.1.1 losses that:

(a) were not foreseeable by you and us when the contract was formed. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process; or

(b) that were not caused by any breach on our part of this contract.

13.1.2 business losses; and

13.1.3 losses to non-consumers.

13.2 Subject to clause 15.1, our liability to you will be limited to an amount equal to the value of the goods and services provided by us under this contract.

14. END OF THE CONTRACT
15. If this contract is ended, it will not affect our right to receive any money which you owe to us under it.
16. GENERAL

15.1 No one other than a party to this contract has any right to enforce any term of this contract.

15.2 No addition or variation of this contract will bind us unless it is specifically agreed in writing by us. No agent or person employed by or under contract with us has the authority to alter or vary this contract in any way.

15.3 If any provision of this contract (or part of any provision) is or becomes illegal, invalid or unenforceable, the legality, validity, and enforceability of the other provisions of this contract between us and you will not be affected.

15.4 If you want to take court proceedings, the courts of England shall have exclusive jurisdiction, except where you live in another part of the United Kingdom and in such instances, you may make a claim in the courts of the country in which you reside.

15.5 The laws of England and Wales will apply to this contract.