Terms & Conditions


All fees, food, shop sales & drugs are subject to VAT. Fee levels are determined by the time spent on a case & according to the drugs, materials, consumables, & diets used. A fee list can be made available with prior notice. You will receive a detailed invoice for every consultation, surgical procedure & transaction with us.

Methods of Payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet & upon collection of drugs, diets & shop sales. You may settle the account using cash, or credit card/debit card – MasterCard, Visa, Delta, Switch or American Express.

Estimates of Treatment Costs

We will endeavour to provide an estimate for the probable costs of a course of treatment, when informed consent is given for veterinary procedures at any of our surgeries. Any estimate given can only be approximate. Often a pets illness will not follow a conventional course & unforeseen expense may occur. We will endeavour to discuss additional costs at our earliest opportunity depending on your pets safety. Please note for long term hospitalised patients account updates can be given daily upon request.

Terms of Business

Any account not settled within 14 days will be referred to our credit control department. After due notice to you, any overdue account will be referred to our debt collecting agency. This will incur further costs in respect of collecting the debt, production of the reports, correspondence, court fees, attendance at court, phone calls, home visits etc. Any cheque returned by our bank as unpaid, any credit card payment not honoured, and any cash tendered and found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of the bank charges and administrative costs.

Inability to Pay

If you are unable to cover the costs of the estimate as specified please ask to discuss the matter with a member of staff, prior to treatment where the options available will be discussed and a formal contract entered into before treatment is given.

Refer A Friend Scheme

Our “refer a friend” friend scheme is effective as of August 15, 2018, referrals made previous to this date will not be credited. We reserve the right to withdraw the scheme at our discretion.

Veterinary Care

Petcare Clinics will endeavour to provide veterinary services in accordance with reasonable standards denoted in the RCVS guidelines for practice standards and the professional conduct of veterinary surgeons and veterinary nurses. Guidelines are available at www.rcvs.org.uk. Please note veterinary care will be withheld from clients who appear aggressive and abusive to staff members.

Pet Health Insurance, Microchipping & Vaccination

Petcare Clinics strongly support the principle of insuring your pet against unexpected illness or accident. Please note all insurance fees less than £500 need to be settled at the time the veterinary work is performed. Claims over £500 can be claimed back directly from the insurance company to us upon presentation of an owner completed insurance form, in these circumstances excesses should be paid at the beginning of the veterinary treatment. We will endeavour to complete and submit to the insurance company an insurance claim within 2 weeks of presentation. Please note if insurance companies fail to cover veterinary treatment, the debt incurred will be subject to full payment by the animal owner/agent.

Petcare Clinics strongly support having your pet microchipped & regularly vaccinated. Any member of staff can supply you with details about these important actions you can take to protect, care for, & identify your pet.

Out of Hours Service

Weekend consults are available at some surgeries. For out of hours service, please telephone your nearest Petcare Clinic branch and a member of our out of hours team will answer your call and provide help.

Chiswick Petcare Veterinary Practice
113 Chiswick High Road, Chiswick, W4 2ED
Telephone 020 8995 1582

Queens Park Veterinary Practice
49 Lonsdale Road, Queens Park, NW6 6RA
Telephone 020 7328 7787

St.Helens Veterinary Practice
71 St.Helens Gardens, North Kensington, W10 6LL
Telephone 020 8968 8333

Petcare Brackenbury (formerly Petcare Goldhawk Road)
146 Goldhawk Road, Shepherd’s Bush, W12 8HH
Telephone 020 8743 3510

Ownership of Records, X-Rays & Similar Documents

The care given to your animal may involve making some specific investigations, for example taking blood samples, X-Rays or performing ultrasound scans. Even though we make a charge for carrying out these investigations & interpreting their results, the resulting records, clinical or otherwise, remain the property of the practice. Case records can be copied &, on request, can be passed to another veterinary surgeon taking over the case. There may be a charge incurred for copying any veterinary records and documentation.

Complaints & Standards

We hope that you never feel the need to complain about the standards of service received from Petcare Clinics. However, if you feel there is something you wish to complain about, please contact the Group Practice Manager, Lara Waterson, at

Chiswick Petcare Veterinary Practice
113 Chiswick High Road, Chiswick, W4 2ED
Telephone 020 8995 1582

Dispensing of Drugs

Prescriptions are available from this practice. You may obtain Prescription Only Medicines, Category V, (POM Vs) from this practice OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. WVG can prescribe POM Vs only for animals under our care. However we can provide POM V drugs if presented with a prescription from another veterinary surgeon. 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. The general policy of this practice is to re-assess an animal requiring repeat prescriptions at least every 6 months, however in more complicated/unstable cases re-examinations will be more frequent depending on the professional judgement of the veterinary surgeon managing that case. The standard charge for a re-assessment is £15.43.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice partners. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway.