Terms & Conditions

Graylands Cat Clinic Terms and Conditions

Welcome to Graylands Cat Clinic. We’re delighted to have you and your feline companion as part of our family. This document provides you with the necessary information about our Terms and Conditions of the services we provide for you and your cat. If you have any inquiries or concerns regarding the contents of this document, please don’t hesitate to reach out to our staff members.

Responsible Cat Ownership

At Graylands Cat Clinic, we hold the health and happiness of your cat in the highest regard. We believe that every cat should undergo a comprehensive examination at least once a year, coupled with proactive preventive measures tailored to their individual lifestyle. This includes essential vaccinations, antiparasitic treatments, regular checkups, and necessary laboratory tests. These steps are fundamental to maintaining the vitality and longevity of your furry friend.

In line with our commitment to your cat’s well-being, we strongly advocate for obtaining comprehensive pet insurance coverage. This safeguard ensures that any unforeseen illnesses or emergencies are met with appropriate medical attention, without the added burden of financial strain.

To further enhance your cat’s quality of life, we recommend enrolling in our Cat Health Plan. This all-inclusive package encompasses essential vaccinations, flea and worming treatments, dedicated nurse appointments and much more. For more detailed information, please check this link.

Booking an Appointment

To provide the best possible care for your cat, we operate on an ‘appointment-only’ basis. You can book appointments through our website, over the phone, or in person at our clinic. It’s important to note that our email communications may not be monitored in real-time, and thus, we encourage you to utilize our online booking platform for a prompt response.

While prioritizing urgent cases and emergencies, we remain committed to addressing the needs of all our feline patients. This might occasionally result in rescheduling routine appointments and procedures. Your understanding and cooperation in such instances are greatly appreciated. After all, we recognize that if it were your cat in need, you’d undoubtedly seek immediate attention as well.

Ability to Treat

We acknowledge the unique personalities of our feline patients, and we’re dedicated to creating a safe and comfortable environment for each visit. However, there are instances where a cat’s behaviour might impede our ability to conduct a full examination or administer treatment. We understand that fear is the underlying cause of such behaviour in your cat.

In situations where your cat’s behaviour poses a safety risk, either to you, our staff, or the cat itself, we will work with you to explore viable alternatives. These may include a minimal examination, considering limitations due to behaviour, or the implementation of sedation to facilitate the examination process. In certain cases, we might provide you with medication to administer to your cat prior to the consultation, to help alleviate anxiety.

It’s essential to note that even if we’re unable to perform a complete clinical examination due to behaviour-related constraints, our dedication to your cat’s welfare and our commitment to providing guidance and assistance remain unwavering. Please be aware that in such instances, you will still be billed for the consultation.

Emergency Care

During Opening Hours

During our opening hours, we provide emergency treatment for all of our clients.

Out-of-Hours Emergency Coverage

Beyond our standard opening hours, your cat’s emergency care is in capable hands with South Downs Emergency Vets, located in Storrington RH20 4DH. Their specialized team is equipped to handle critical situations and provide the prompt attention your cat requires. Rest assured that even during times when our clinic is closed, your cat’s urgent needs will be met by trusted professionals who share our commitment to exceptional care.

In-Patient Care

During Opening Hours

When your cat requires in-patient care during our normal practice opening hours, you can have confidence in the comprehensive support we provide. Our clinic’s premises are staffed at all times during these hours, ensuring that your cat receives appropriate and compassionate in-patient care. Our highly trained team members follow the directives of the attending Veterinary surgeon on duty.

Outside Opening Hours

For in-patient care needs that extend beyond our opening hours, we prioritize your cat’s health by partnering with out-of-hours providers. It’s important to note that we do not have overnight staffing on-site. To ensure that your cat receives the highest level of attention and monitoring, especially for critically ill patients, we strongly recommend transferring them to our out-of-hours providers. This approach guarantees that your cat’s condition is continuously supervised by dedicated professionals who specialize in emergency and overnight care.

At Graylands Cat Clinic, we recognize the significance of providing continuous care and attention for your feline companion. Our commitment to their well-being doesn’t waver, and we’re here to guide you through every step of the care process.

Microchipping

At Graylands Cat Clinic, your cat’s safety is our priority. We strongly recommend microchipping for all cats, ensuring their protection and your peace of mind.

According to new regulations, starting in 2024, all cats must be microchipped by the time they’re 20 weeks old. If a cat is found without a microchip, owners will have 21 days to comply by having one inserted. Failure to do so may result in a £500 fine. By adhering to this regulation, you’re taking a proactive step to safeguard your cat’s well-being. Microchipping can be performed by a vet or a nurse. For a seamless and stress-free experience, we highly recommend considering microchipping alongside your cat’s neutering procedure.

Pricing

At Graylands Cat Clinic, we believe in transparency when it comes to pricing for our services. For your convenience, our up-to-date pricing information can be easily accessed on our website . We understand that knowing the costs associated with your cat’s care is important to you, and we are committed to providing you with clear and comprehensive pricing details.

Estimates

Prior to any scheduled procedure or hospitalisation, we want to ensure that you are fully informed about the expected costs. This estimate encompasses the anticipated expenses associated with the procedure itself, along with any relevant costs.

In some situations, the nature of your cat’s condition or the course of treatment may necessitate adjustments or additions to the initial estimate. Rest assured; we will make every effort to communicate with you promptly to seek your consent if such modifications are required. Your involvement and understanding are pivotal in these scenarios.

However, we acknowledge that in emergency cases, time sensitivity may prevent us from obtaining prior approval for changes to the estimate. Please be understanding of these exceptional situations, as our priority remains the immediate well-being of your cat.

While the provided estimate offers an insightful projection of the anticipated expenses, it’s important to recognize that variations may occur, leading to a final price that deviates from the estimate. We are committed to ensuring transparency throughout this process and will strive to adhere to the original estimate to the best of our abilities.

Our primary aim is your satisfaction, and we understand the significance of financial considerations in your decisions for your cat’s care. We assure you that any deviations from the initial estimate will be accompanied by a clear explanation of the reasons behind the change. It is our priority to collaborate with you to achieve the best outcome for your feline companion’s health while respecting your financial expectations.

Accepted Payment Methods

We provide you with flexible choices when it comes to settling payments. You can pay by:

Cash: Traditional and straightforward, cash payments are accepted at our clinic.
Card swipe: We welcome card payments, including credit and debit cards, for your convenience.

Card on file: Payment card info is saved in the system for easy use
Online Payment: We also offer the convenience of online payment through a secure link sent to you from our advanced practice management system. This allows you to settle your bill conveniently from the comfort of your own space.

As mentioned above, with your approval, we have the capability to securely store your payment details electronically for future use. This option is designed to streamline your experience, enabling smoother transactions for subsequent visits. Rest assured that we prioritize the safety and confidentiality of your information, employing rigorous security measures to safeguard your data.

Cards accepted: Visa, Mastercard, American Express, Diners Club, JCB, Maestro, UnionPay, Discover, Apple Pay, Google Pay, Klarna.

Settlement Terms

We kindly request that all accounts be settled promptly, ensuring a seamless conclusion to your cat’s consultation or any procedures undertaken. Payment should be made:

At the conclusion of the consultation, or
Upon the discharge of your cat following a procedure

We understand that there may be circumstances where adhering to the standard payment schedule is challenging. If you find yourself in such a situation, any deviation from our established payment rules must be authorized by one of our Clinical Directors. Please know that our team is here to work with you and find the best solution, while also ensuring that our high standards of care are consistently upheld.

Payment Plans with Klarna

If you find yourself facing financial constraints, we offer a solution through Klarna. This option allows you to set up a payment plan, making it more manageable to cover the costs of your cat’s care. Additional fees will apply. Please speak to our reception about details.

Insurance

Once you’ve settled your invoice for the services provided via cash or card payment, you have the opportunity to reclaim your expenses from your insurance company. The amount you’re eligible to claim back is determined by the policy and terms and conditions of the insurance coverage you’ve selected for your cat’s care

Our standard policy is to take the payment at the conclusion of the appointment/discharge, but in some circumstances (see below) we may approve a Direct Claim. With this method, the insurance company pays us directly for the services provided. You would be responsible for paying the upfront excess amount outlined in your policy on a day of the consultation/procedure.

Direct Claims

Eligibility: We extend direct claims for specific situations, including diagnostic workups, dentals, and emergencies. These cases typically involve invoices over £500.
Excess Payment: It’s important to note that in direct claim scenarios, you would still need to cover the upfront excess as specified in your insurance policy.
Continuation Claims: Unfortunately, we do not offer direct claims for continuation treatments, such as medications for chronic illnesses. In these cases, you will be expected to ‘pay as you go’ for your cat’s medical care and claim costs back from insurance company.

It’s important to keep in mind that if your insurance company denies payment, the responsibility for settling any outstanding invoices remains with you.

Prescription Policy

At Graylands Cat Clinic, we prioritize the continued health and well-being of your cat through our prescription policy. To ensure the most effective and appropriate care, we’ve established guidelines for the continuation of certain treatments.

Flea and Worming Treatment

For the repeat prescription of flea and worming treatment, we require that your cat is examined by a veterinarian every 12 months. This practice allows us to assess your cat’s health and confirm the suitability of the prescribed treatment. Please note, that under RCVS guidance, we will require re-examination if new flea/worming product is to be prescribed

Other Ongoing Medication

In line with our commitment to thorough and attentive care, our internal policy stipulates that any other ongoing medication requires a veterinary examination every 3 months. This practice ensures that we stay informed about your cat’s well-being and can make any necessary adjustments to the treatment plan. It is important to note, that this may vary in individual circumstances.

Controlled Drugs

Please be aware that in compliance with UK law, we can only provide a maximum supply of controlled drugs (e.g., gabapentin) for a one-month duration. While your veterinarian has the authority to issue repeat or installment prescriptions for up to three months in advance, please note that the quantity dispensed per transaction is limited to a one-month supply.

RCVS ‘under care’ guidance

From 1st September 2023 the Royal College of Veterinary Surgeons (RCVS, regulatory body for the veterinary profession in the UK) is introducing new guidance on prescribing prescription-only medicines. The full guidance can be found on: https://www.rcvs.org.uk/setting-standards/advice-and-guidance/under-care-new-guidance/

The new guidance requires that a physical examination of the pet has to be performed every time any antibiotics, antifungals, antivirals and antiparasiticides are prescribed. This includes topical preparations such as ear and eye drops, and all prescription flea/worm/tick products.

The guidance is an important step towards ensuring responsible antimicrobial use and reducing the veterinary impact on the wider issues of global antibiotic resistance and decline of insect populations. What this means in practice is that your pet will need to come in for an in-person consultation every time:

we need to prescribe medication for an ear/eye infection (as most contain antibiotics)- we need to prescribe antibiotics for any skin problem, even if it’s a chronic problem
we/you decide to change from one flea/worm/tick product to another
we suspect a urinary tract infection (remote/online consultation and urine analysis/culture are no longer sufficient)
we suspect a gastrointestinal infection (remote/online consultation and faecal analysis/culture are no longer sufficient). We also can no longer prescribe prescription deworming products on the basis of a laboratory report alone, we will need to see the pet for a consultation and physical examination first.

For long term prescription medication that is not an antimicrobial/antiparasitic, our usual policy of requiring an examination every 3 months continues to apply. The consultations are charged at our usual fee.

If you have any questions or concerns about the new guidance, RCVS can be contacted on: 020 7202 0789 or advice@rcvs.org.uk

Written prescriptions

You have the right to request a written prescription from us. This allows you to source the prescribed medicines from another veterinary surgeon or a pharmacy if you choose. Please refer to our price list for information about prescription fees associated with this service.

Medication Storage and Returns

At Graylands Cat Clinic, we adhere to legal requirements for the storage of medications to ensure their efficacy and safety. We want to provide you with a clear understanding of our policies regarding medication storage and returns.

Storage Compliance

All medications within our practice are stored in accordance with the specific legal requirements for each drug. This ensures that the medications maintain their intended properties and remain effective.

Limitations on Storage Outside the Practice

Once a medication leaves our practice premises, it becomes subject to the conditions in which it is stored beyond our control. Unfortunately, we cannot guarantee the ideal storage conditions outside our clinic. As a result, we cannot accept responsibility for any changes in the medication’s effectiveness or safety that may occur due to improper storage.

Refunds and Returns

Regrettably, we cannot accept returned medications for a refund once they have left our premises. Given the potential variations in storage conditions beyond our oversight, we want to ensure your cat’s safety and well-being by discouraging the use of potentially compromised medications.

Disposal of Unused Medication

If you find yourself with unused medication, we will be pleased to accept it for proper disposal.

‘No Show’, Cancellation and Lateness Policy

At Graylands Cat Clinic, we are dedicated to providing the best possible care for your cat and maintaining an efficient schedule for all our clients. Our ‘No Show’ and lateness policy is designed to ensure the smooth operation of our services and respect for everyone’s time.

‘No Show’ Policy

In instances of a ‘no show,’ where an appointment or procedure is missed without explanation or cancelled within 1 hour of the scheduled time, we reserve the right to charge 50% of the planned appointment or procedure fee.
This policy is applied at our discretion and primarily reserved for challenging situations. It is particularly applicable to pre-booked procedures like dentals, where the allocated time slot is valuable.

Cancellation Policy

We reserve the right to charge up to 50% of the scheduled appointment or procedure fee if the client cancels within 72 hours of the appointment or procedure.

Lateness Policy

We kindly request your understanding if you are running late for an appointment. In such cases:

We strive to accommodate all our clients, and other appointments may be scheduled after yours.
If you arrive late, we may need to ask you to wait, as appointments that have already started will be given priority.

At Graylands Cat Clinic, our commitment is to provide exceptional care for your cat while respecting the time and needs of all our clients. We appreciate your cooperation with these policies, which enable us to maintain a high standard of service and ensure a smooth experience for everyone involved.

Zero Tolerance Policy

At Graylands Cat Clinic, we are committed to fostering an environment of respect, kindness, and professionalism. We uphold these values not only in our interactions with our clients but also within our team. Our zero-tolerance policy stands as a testament to our dedication to maintaining a safe and welcoming atmosphere for everyone involved.

Unwavering Stance Against Bullying, Aggression, and Intimidation

We categorically condemn any form of bullying, aggression, or intimidation directed towards our esteemed team members. These behaviours are entirely contrary to our principles and standards. We believe that every interaction, whether with our staff or clients, should be characterized by mutual respect and consideration.

Consequences for Violations

In cases where incidents of bullying, aggression, or intimidation are identified, we take decisive action to uphold the well-being of our team and the integrity of our clinic. Depending on the severity of the incident, the following steps may be taken:

Deregistration: Clients who engage in such behaviour may be deregistered from our clinic. This action is taken to ensure the safety and comfort of our staff, as well as to maintain the positive atmosphere our clients deserve.
Clinical History Forwarding: Should a client be deregistered due to their behaviour, we are committed to facilitating a smooth transition of care. The clinical history of your cat will be forwarded to the veterinarian of your choosing.

As a valued client of Graylands Cat Clinic, we invite you to join us in upholding the principles of respect, kindness, and professionalism. Your partnership in creating a harmonious environment not only benefits our dedicated team but also contributes to the well-being of your cat and all those who entrust us with their care.

Unforeseen Circumstances

At Graylands Cat Clinic, we are committed to delivering veterinary services of the highest quality. However, there may be instances where circumstances beyond our control impact our ability to provide these services as initially intended.

In cases where events beyond our reasonable control occur, there might be delays in the provision of veterinary services as outlined in this contract. In more severe instances, we may need to temporarily cancel the provision of services until such time that the situation is resolved. Rest assured, we are dedicated to resuming services promptly as soon as these external factors are resolved or mitigated.

Our Right to Terminate the Contract

While our commitment to your cat’s care is unwavering, there may be rare and exceptional situations where we need to terminate the contract. Should such circumstances arise, we will promptly inform you of this decision either in person or through email. Transparency and clarity are paramount in our communication with you. It’s important to note that if the contract is terminated, this action will not affect our right to collect any outstanding payments that you owe us under the terms of the contract. Your financial responsibilities remain intact regardless of the contract’s termination.

Referrals, Second Opinions, and Changing Veterinarians

At Graylands Cat Clinic, we respect your rights as a pet owner to seek alternative opinions and choose the best care for your feline companion. We’re here to support you in making informed decisions that prioritize your cat’s well-being.

Second Opinions and Specialist Referrals

You have the right to request an appointment with another veterinary surgery for a second opinion, or to be referred to a specialist. Our dedicated veterinary surgeons understand the importance of recognizing cases or treatment options that fall outside their area of expertise. If such a scenario arises, rest assured it will always be in the best interest of your cat. We prioritize clear communication, ensuring you’re fully informed, and we work in tandem with the specialist to ensure seamless coordination of care.

Referral Fee

Please be aware that a referral fee, as detailed in our price list, is associated with arranging referrals. This fee covers administrative time for coordinating the referral, preparing the referral letter, and gathering and sending all relevant documentation. Our goal is to ensure the referral process is as smooth as possible for you and your cat.

Changing Veterinarians

Should you decide to permanently change veterinarians, we fully respect your choice. We understand that the relationship between you and your veterinarian is essential. If you opt to switch to a different veterinary surgery, we will not charge a fee for sending your cat’s medical records to your new veterinarian.

Please note that it’s not possible to be registered with two first-opinion (non-referral) practices simultaneously. Once you decide to transfer your care to a new veterinary practice and the clinical records have been transferred, our duty of care concludes.

Our Ownership of Medical Documentation

It’s important to understand that all clinical notes, laboratory results, X-rays, and any other medical documentation created during the course of your cat’s care remain our property. These records are meticulously maintained as part of our commitment to providing comprehensive and accurate care.

Your Right to Share Medical Information

We respect your right to access and share this valuable medical information. If you require, we are more than willing to send your cat’s medical records to other veterinary professionals at your request. This could include scenarios such as choosing different providers for your cat’s care, seeking a second opinion, or when your cat requires a referral to a specialist.

Feedback and complaints

We encourage you to share your thoughts and experiences with us. Your feedback is invaluable in guiding us towards improvements and maintaining the high standards we strive for.

To ensure that we address your feedback or complaints comprehensively, we kindly request that you submit them in writing to info@graylandscatclinic.co.uk. This written communication allows us to fully understand your perspective and take appropriate actions.

Once we receive your feedback or complaint, our aim is to provide a response within 14 working days. This timeframe allows us to thoroughly evaluate your input and provide you with a thoughtful and meaningful response.

At Graylands Cat Clinic, your voice matters. We’re dedicated to creating an open and supportive environment where your feedback helps us continuously improve and provide exceptional care. If you have any questions or require assistance in sharing your feedback, please don’t hesitate to reach out to us.

Privacy Policy

At Graylands Cat Clinic, we are committed to safeguarding your privacy and ensuring the security of your personal information.

You can find our Privacy Policy here .

T&C’s review date: 28/10/2024

Graylands Cat Clinic’s ‘on the road nursing’ terms and conditions

General

All home visits must be done with a patient under the care of a veterinary surgeon working at Graylands Cat Clinic.

These services will be delegated by the veterinary surgeon to the registered veterinary nurse where applicable.

The registered veterinary nurse is unable to diagnose or prescribe during these visits and will only be able to provide services that have been booked for that appointment. If your cat appears to be sick or injured, the registered veterinary nurse will advise a consult with the veterinary surgeon.

While Graylands Cat Clinic will be offering numerous nurse home visit services, some of these will still benefit from being performed at the clinic. These will be assessed and discussed with you at the time of booking, if in doubt we will discuss it with our veterinary surgeon and get back to you to confirm.

As there will only be one member of staff (registered veterinary nurse) attending the home visits, patient temperament will be considered when booking. A home visit may not be possible and coming into the clinic will be advisable.

Discontinuing Home Visits

The registered veterinary nurse may stop the home visit, should the following occur:

The safety of the registered veterinary nurse is compromised
The cat’s safety and wellbeing are compromised
Caregiver safety is compromised
You cat is not co-operative
Your cat is not easily accessible or not at home
Feline friendly principles are broken

Should this occur, the registered veterinary nurse will discuss options with you but you most likely will be advised to book an appointment in the clinic. A discontinued home visit will carry a charge of £10.

Cancellations

Cancellations are not chargeable unless the registered veterinary nurse has already begun the journey to your address. If this is the case, then a fee of £10 will be charged.

Please notify our reception as soon as possible, should you need to cancel or rearrange your appointment.

Prices

Nurse home visits are chargeable for the time spent within the home plus any other treatments and/or procedures performed.

Up to 10 mins = £25

Up to 20 mins = £35

Up to 30 mins = £45

Other charges:

Nail clip = £25

GHP home visit fee = £10

Late cancellation fee = £10

Discontinuation fee = £10

Graylands Health Plan

It is possible to use the nurse consultations included in the Graylands Health Plan, however, there will be a home visit fee of £10,

Once the nurse consults included in your health plan have been used, home visits will be charged as above.

Payment:

A payment link will be sent to your email address at the end of your consultation which needs to be paid for within 2hrs.

Cash is accepted but please note that we are unable to give change. Should you overpay, we will credit your account for future use.

Cheques are also accepted.

Review date: 24/10/2024