Terms & Conditions Of Business/Privacy Notice

Thank you for entrusting the care and attention of your animal to Dundas Veterinary Group. This letter details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.



Our surgeries are run on an appointment basis. If you are transferring from another veterinary practice we will arrange to get your animal’s medical history emailed through to us prior to your consultation.



All fees, diets and drug charges are subject to VAT at the current rate. Our fees are quoted inclusive of VAT. Fee levels determined by the time spent a case and according to the drugs, materials, consumables and diets used. Our written fee list for consultations etc is available on request.

You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.



In the absence of a written agreement to the contrary, payment of our fees is due at the end of the consultation, the discharge of your animal or upon the collection of drugs or diets. You may settle the account using:


CREDIT/DEBIT CARD – Switch, Mastercard, Visa, Delta



We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course.



As stated above payment is due at the time of treatment. Failure to make payment within 28 days of the due date will result in the matter being referred to our debt collectors whose charges will be added to, and payable with, the invoice debt. Any cheque returned as unpaid by our bank will accrue bank charges which will be added to the original amount.



If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of the partners.



In an out of hours situation you will be given the emergency service phone number by way of our

answering machine message. This service is run by EVETS, based at 171 Mayfield Road, Edinburgh. The current cost of an out of hours consultation is £132.89 including vat prior to 11pm, £145.09 including vat after 11pm.

Our own veterinary surgeons deal with our own inpatients. These animals are hospitalised at our Dundas Street branch and are attended to by the veterinary surgeon on duty as frequently as their conditions requires.



Dundas Veterinary Group supports the principle of insuring your animal against unexpected illness or accidents. We cannot recommend any particular insurance company but can give you general advice about insurance – please ask any member of staff for details. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your insurance company.



Patients on long term medication need to be “under our care” and re-examined on a regular basis. Once the animal is stable on treatment this interval is 3-6 months depending on the condition. The fee for this case review is £30.22 inclusive of VAT. Prescriptions can be issued by us on request. The cost for this £14.55 inclusive of VAT.



We hope that you never feel the recourse to complain about the standards of service received by Dundas Veterinary Group. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to the receptionist or veterinary surgeon you are dealing with. Alternatively, please direct your complaint to the partners, either verbally or, preferably, in writing. The staff will give you a complaints procedure sheet on request.



Case records, including radiographs and similar documents, are the property of, and will be retained by, Dundas Veterinary Group. If you wish a copy of the clinical records for your pet, you should contact the practice to arrange this. Copies with a summary of the history will be passed on by request to any other veterinary surgeon taking over the care of your pet either due to referral, change of address or any other reason.

Please note that for insured clients case clinical notes will be passed on to Insurance companies on request as this is a standard condition of insurance contracts.
The care given to your animal may involve investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the Practice.



Should you feel you would like another opinion on your animal’s condition or treatment we can arrange for you to see another colleague within the practice.

We are also happy to arrange referral to a specialist.

If such care is appropriate for your animal we will recommend and discuss the costs/benefits of referring your animal or involving a specialist in their care. Fees incurred at Referral Practices remain entirely the responsibility of the owner and must be paid either directly, or via insurance to the practice/university concerned.



For all client personal and payment information Dundas Veterinary Group is subject to and complies with the Data Protection Act.



Dundas Veterinary Group Ltd respects your information and undertakes to comply with all applicable data protection legislation currently in force.

We may use personal information provided by you either with your consent or on the basis of contractual agreement, where it is necessary to complete a contract between the practice and you as a client in order for us to care for your animal.

We will process your personal information to enable us to provide veterinary services and to maintain our accounts and records.

This privacy notice will explain how we use any personal information given to us on joining the practice.

Personal Information that we may collect include: Name Address Email Telephone numbers Card payment details

We may use your personal information in order to communicate regarding vaccination or parasite control in the form of reminders. We may also need to share your personal information to ensure that we can provide you with services, obtain payment or liase with your insurance company or another Veterinary Practice. Where this is necessary we are required to comply with all aspects of the General Data Protection Regulations. The following is a list of the types of organisations with which we may need to share some of the personal information we process for one or more reasons:


Current, past and prospective veterinary practices where we need to share your pet’s history. Suppliers and service providers such as the crematorium, out of hours care provider, laboratories and microchip companies.

Referral practices

Insurance companies

Professional advisors


Police forces

Security organisations

Pet Health Plan provider

Debt collectors – should you fall behind with payments we may instruct a debt collection agency to recover the debt.

Email providers to enable us to send you reminders for vaccinations and worming / flea treatment.

Banks and anti fraud credit control.


We keep your data safely stored and have in place measures to prevent the information being accessed without permission and will keep your data only for as long as is required.

Should a breach in security occur we will notify you immediately as per the law.