About Us

Stansted Veterinary Specialists is a veterinary referral clinic providing specialist veterinary care upon referral from your primary care veterinary surgeon. Stansted Veterinary Specialists is the trading name of SVS Partnership Limited (SVS).   

• Practice Name: Stansted Veterinary Specialists 

• Registered Address: Unit 7, Stansted Courtyard, Parsonage Road, Bishops Stortford, CM22 6PU.   

• Telephone: 01279 359999 

• Email: info@svs.vet 

• Regulatory Body: Royal College of Veterinary Surgeons (RCVS) 

• RCVS Practice Registration Number: 7673826 

Our Veterinary Services

• We provide our veterinary services in accordance with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct.  The RCVS regulates veterinary surgeons in accordance with the Veterinary Surgeons act 1966 to protect the public interest and to safeguard animal health and welfare. 

• All Veterinary Surgeons and Registered Veterinary Nurses at Stansted Veterinary Specialists are fully qualified and regulated by the RCVS code of conduct.   

• Complete and up to date information regarding the veterinary services we offer, our practice opening times, emergency out of hours provision, consulting times and appointment booking information can be found on our website.  

• During initial consultation with us, we will discuss and agree a treatment plan in advance of further treatment.  However, we do reserve the right to provide such veterinary services as are reasonably necessary, in the professional judgement of our staff acting in the best interest of your animal without first agreeing a treatment plan (such as in an emergency).   

• We will carry out veterinary services within the period which you and we agree. If a time period is not agreed, this will be within a reasonable time.  Sometime carrying out these services might be affected by events beyond our  control.  If so, there may be a delay in the services we can provide, or we may have to cancel services completely until we notify you otherwise.   

Fees

• We will always endeavour to be open and transparent regarding estimates of cost prior to commencement of treatment.  In an emergency, we reserve the right to provide veterinary services as are reasonably necessary in our professional judgement, without your agreement of an estimate.   

• For some goods and veterinary services, we may offer a fixed price but due to the nature of veterinary services, it may be that we can only provide an estimate in advance for some services provided.  

• An estimate will be based on our best knowledge, from experience of how much the course of investigation and treatment will cost.  Please do bear in mind that any estimate provided is approximate and is not binding.  When providing veterinary treatment, the course of a patient's clinical condition is not always certain, leading to  some unpredictability.  

• Estimates provided can be subject to change, associated with a change in a patient’s condition.  We will endeavour to keep you updated as soon as possible if we believe the treatment costs are going to exceed the estimated costs.  However, in the event we are unable to contact you, we will treat you animal as is necessary for the prevention of pain or suffering.   

• The fees for our veterinary services are based on the time and skill level required for the services provided.  Charges also encompass the medicines, materials and consumables used.   We will provide a breakdown of fees for all treatment received.  

• All charges to you are inclusive of VAT at the current rate. 

Payment

If you pet is not insured, we will request a deposit of 50% of the lower estimate value at the time of patient admission. We will then ask you to settle your account in full at the time of discharge unless alternative arrangements have been agreed.   If your pet presents for consultation only, full payment is required at the end of consultation.

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Payments we accept: 

• Credit/debit cards (Mastercard/Visa) 

• BACS 

• Insurance direct claims (with prior agreement only) 

We are unable to accept payments by cheque.   

If for any reason, you are unable to settle your account as outlined above, we ask you to discuss this matter as soon as possible with a member of staff. 

 In this circumstance, we may. 

• Add an additional charge to your account to recover fees and costs in connection with the collection of the sum owed. 

• Offer access to credit through a third party subject to conditions being met. 

• Issue notice that no further veterinary services or products can be supplied to you in some circumstances. 

Unpaid invoices may be referred to a debt collection agency, and additional costs incurred will be added to the outstanding amount. 

Pet Insurance

We strongly recommend insuring your pet against unexpected illness or accidents.  We are typically willing to accept direct insurance claims, although there may be some exceptions to this.  We may charge a direct insurance claim administration fee.   

Where we are dealing directly with your insurer, please be aware that it remains your responsibility to settle your account within thirty days if we have not received payment from your insurance company. Any anticipated shortfalls in cost of treatment that are not covered by your insurance company will be payable by you to us at the time of making the first direct claim.  

Please note that direct insurance claims will only be considered if full insurance documents are provided prior to, or at the time of first consultation. Direct insurance claims can only be made with prior agreement and may require a deposit or payment of any excess. 

Our willingness to submit a direct claim to an insurance company is not assurance that your insurance policy will settle the claim. An insurance policy is an agreement between you and the insurance company and while we are willing to submit a claim to settle fees directly on your behalf, the fees incurred remain your responsibility until they are settled in full. 

If you are dealing with your insurance company directly, you will be responsible for settling your account in full directly with us at the time of treatment.  If you require information from us as part of your claim, we will provide assistance as soon as we are able to.   

Records and Data Protection

• Clinical records, including radiographs and diagnostic results, remain the property of the practice but copies can be shared with your primary vet as part of ongoing patient care. 

• We comply with the UK GDPR and Data Protection Act 2018 in processing your personal data. Please refer to our [Privacy Policy] for more information. 

You have the right to request access to your pet’s clinical records. Requests can be made in writing or via email at the contact details provided above.   

Medication and Prescriptions

• All medications are dispensed in accordance with the RCVS and Veterinary Medicines Directorate Guidelines.   

• Price (inclusive of VAT) of any medication prescribed for your animal is available upon request.  

• It is practice policy to limit the amount of prescription only medication (POM-V) to that which our veterinary surgeons consider is reasonably required.   

• You are entitled to request a written prescription for POM-V medications. There is a charge this service and we will advise you of this cost before a prescription is issued.  These charges are necessary to cover the time, responsibility and professional insurance costs involved.    

• You may choose to have prescriptions fulfilled by our practice, another veterinary clinic or pharmacy.  

• Returned prescription drugs cannot be refunded once they have left the premises. 

Complaints

We are committed to providing a high standard of care. If you have any questions or complaints about the veterinary services we have provided, please refer to the complaints policy or contact us at our postal address, email address or telephone number provided above. 

Liability

We take all reasonable care in treating your pet, but we cannot be held liable for unforeseeable events or complications arising despite appropriate care and treatment. Our liability is limited to the value of services provided, except in cases of legal responsibility that cannot be excluded. 

Ownership of Animals and Consent 

ou must confirm you are the legal owner or have authority to consent to treatment on the animal's behalf.  You must be over 16 years of age.  

Animals left with us for treatment remain your responsibility. We may charge additional fees for uncollected pets. 

Hospitalisation and Emergencies

Animals staying with us will receive appropriate monitoring and care. Further information regarding in-patient care and out of hours provision can be found on our website.   

Our staff, clients and animals

We take the health, wellbeing and safety of our staff, our clients and animals in our care very seriously.  We have a zero-tolerance approach against offensive, aggressive or violent behaviour.  If such behaviours are observed (whether at the clinic or speaking to staff via phone or email)) we have the right to refuse further services, to terminate a contract with you and to ask you to leave the premises.   

Changes to Terms

We reserve the right to update these Terms and Conditions periodically. The latest version will be available in-clinic and on our website. 

Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.