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. 


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. 


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. 


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. 


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’ 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 canceled 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.

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: 31/08/2023

Terms and Conditions for Facebook Giveaway Photo Competition 19/09/2023

Terms and Conditions for Facebook Giveaway Photo Competition 19/09/2023



  1. The Competition is promoted by Graylands Veterinary Limited, Unit 30, Graylands Estate, Langhurst Wood Rd RH12 4QD Horsham (the “Promoter”, “we”, “our” or “us”).



  1. By entering into the Competition, you agree to be bound by these T&Cs.



  1. The Start Date for entering into the Competition is 19/09/2023.
  2. The Closing Date for entering the Competition is 5/10/2023.
  3. Entries received after the Closing Date will not be part of the Competition.



  1. To enter the Competition log into your Facebook account (or create an account), visit the Graylands Cat Clinic Facebook page (https://www.facebook.com/profile.php?id=100095435166680 ) and share a photo of your cat in the post comments. You also have to like the original post.
  2. Entrants must read and follow the specific requirements for social media entry under the heading “Facebook” in these T&Cs below.
  3. Entries to the Competition are free and no purchase is necessary.



  1. To enter this Competition you must:
  • be a UK resident;
  • be at least 18 years old at the time of entry;
  • have or create a Facebook account;
  1. Entries to the Competition must:
  • be the entrant’s own work; and
  • not contain any third party materials or content, unless permission has been given to use such third party materials or content.
  1. Entries to the Competition must not, in the reasonable opinion of the Promoter:
  • contain any offensive content; or
  • promote any political agenda; or
  • contravene any aspect of these T&Cs.
  1. By entering into the Competition, you confirm that you meet the eligibility criteria at paragraphs 9 to 11 of these T&Cs. We reserve the right to reject entrants and/or entries that do not meet the eligibility criteria at paragraphs 9 to 11 of these T&Cs.



  1. After the Closing Date, a winner will be randomly selected from all eligible entries.
  2. The Promoter reserves the right to review the entries selected by the computer process to ensure all entries endorse animal health and welfare and do not endorse animal abuse or suffering.



  1. The prize will be a 100% discount for:
    • 20-minute vet consultation
    • Blood test (biochemistry Idexx Chem 10 clip)
    • Urine test (measured by Urinstix and refractometer)
  2. Prize cannot be exchanged to any other items. No substitute prizes are available and the Promoter is not responsible or liable for failure by the prize winner to use their prize. No cash alternative.
  3. Winner will be able to use the discount during the first 2 months from opening of Graylands Cat Clinic



  1. The winner will be selected on6/10/2023
  2. The winner will be contacted on 6/10/2023via Facebook messenger.
  3. The winner may be asked to confirm their eligibility to enter the Competition under these T&Cs.
  4. We reserve the right to disqualify a winner if they:
  5. do not respond to our Facebook message within 72 hours of it being sent; and/or were not eligible or cannot prove eligibility to enter the Competition in accordance with these T&Cs; and/or
  6. refuse the prize.
  7. If the winner is disqualified, then a new winner will be selected and notified in accordance with these T&Cs.



  1. Any copyright in an entrant’s own materials used to submit their entry will remain with the entrant.
  2. By entering the Competition, you grant the Promoter a non-exclusive, unrestricted licence to use your entry and agree to the Promoter publishing entry on its website, Facebook, Twitter, Instagram, other social media platforms. You also agree to other promotional use of your entry in media of the Promoter’s choosing without notice and without any fee being paid with appropriate credit given, unless you do not want credit to be given.



  1. By entering the Competition, you release Facebook from any liability and you acknowledge that the Competition is in no way sponsored, endorsed, administered by or associated with Facebook.
  2. Any individual found to submit bulk entries may be disqualified from the Competition.
  3. Entrants must have their Facebook account set to “Public” in order for Competition entries to be received and to be contacted if selected as a winner.
  4. It is the entrant’s own responsibility to ensure it complies with the Facebook rules and any other rules, policies, guidelines and/or agreements with or published by Facebook.



  1. Any personal information received by the Promoter in the course of the Competition will be used in accordance with our privacy policy https://graylandscatclinic.co.uk/privacy-policy/
  2. We will use personal information received as part of the Competition to administer the Competition and for no other purpose. Entrants should be aware that the Promoter is legally required to publish or make available on request the name and county of prize winners and the winning entry.



  1. No responsibility can be accepted by the Promoter for any entries not received for whatever reason.
  2. The decision of the Promoter regarding any aspect of the competition is final and binding.
  3. The Promoter accepts no liability as a result of any use of the prize by the winner.



  1. The prize draw will be governed by English law and entrants accept the exclusive jurisdiction of the English courts.