Terms & Conditions Of Business

Terms and Conditions of Business
Dundas Veterinary Group
Effective from 21/01/2025

1. General
1.1 These terms and conditions govern the relationship between Dundas Veterinary Group (hereafter "the Practice") and the client (hereafter "you").
1.2 By registering your pet or using our services, you agree to these terms and conditions.
1.3 These terms and conditions are subject to periodic updates and the latest version will always be available at https://www.dundasvetgroup.co.uk/terms-of-trading or upon request.

2. Registration and Information
2.1 You must register your pet before we can provide treatment, except in cases of emergency.
2.2 It is your responsibility to inform the Practice of any changes to your contact details or your pet’s medical history.
2.3 The Practice reserves the right to refuse or terminate registration at its discretion.

3. Appointments and Emergencies
3.1 Appointments must be booked in advance either by phone or through our Petsapp online booking system.
3.2 If you are unable to attend your appointment, please notify the Practice at least 24 hours in advance. Failure to do so may result in a missed appointment fee.
3.3 If you are transferring from another veterinary practice, we will arrange to get your pet’s medical history emailed through to us prior to your consultation.

3.4 Our normal consulting hours and opening times are available on our website here https://www.dundasvetgroup.co.uk/contact-us

3.5 During normal working hours emergency services will be provided to you by ourselves.

4. Fees and Payments
4.1 All fees, drug costs, and other charges are subject to VAT at the applicable rate.
4.2 Payment is due at the time of consultation, upon discharge of your pet, or upon collection of medications or products, unless otherwise agreed by the directors.
4.3 We accept payment via cash, credit/debit card. We are unable to accept any cheques.

4.4 Late payment will incur additional charges, and unpaid invoices may be referred to a debt collection agency.
4.5 Estimates for treatment costs are available upon request; however, these are approximate and may vary depending on your pet’s condition.

4.6 Our fees for routine procedures are available on our website at https://www.dundasvetgroup.co.uk/fees

5. Insurance Claims
5.1 The practice supports the principle of insuring your pet against unexpected illness or accidents. We cannot recommend any particular insurance company but can offer general advice about pet insurance.

5.2 Please be aware that it is your responsibility to settle your account and then reclaim your fees from your insurance company.

5.3 The practice will assist you in claiming back your fees. There may be an administration fee for this service.

6. Medication and Prescriptions
6.1 Medications will only be prescribed following a consultation with a veterinary surgeon. Patients on long term medication need to be “under our care” and re-examined on a regular basis. When the patient is stable this interval is generally every three to six months depending on the condition.
6.2 You may request a written prescription for your pet’s medication; a fee of £19.85 including VAT applies for this service.
6.3 The Practice reserves the right to refuse a request for medication or a prescription if deemed clinically inappropriate.

6.4 We are unable to refund or exchange any unused medication once it has left the premises.

7. Emergency out of hours service and in patient care.

7.1 In an out of normal working hours emergency please call the normal practice number, and you will be redirected to our out of hours service run by Evets.

7.2 Evets is based at 171 Mayfield Road, Edinburgh and can be contacted directly on 0131 662 1689.

7.3 The current cost of an out of hours consultation is £230 including VAT prior to 11pm, and £275 including VAT after 11pm.

7.3 Fees incurred at Evets remain entirely the responsibility of the owner and must be paid directly.

7.4 The practice can look after inpatients, at our Dundas Street Surgery, who are stable and our own veterinary surgeons will do a late evening check to attend to the needs of their condition. Pets are not monitored overnight, and should this be required or requested then it can be arranged for you to take your pet to Evets for further care. There is additional cost for this, and an estimate will be provided.

8.  Second opinions and referrals

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

8.2 You are free at all times, at your own cost, to request a second opinion from another veterinary practice.

8.3 Your pet’s medical records, including x-rays, test results and ultrasound images remain the property of the practice. You may request that a copy is sent to another veterinary practice by email or by phone. We will process this request in a reasonable period of time. We request that any outstanding fees are paid before this is done.

8.4 If appropriate for your pet we will discuss the costs and benefits of referring your pet for specialist care at a referral centre. Fees incurred at referral practices remain entirely the responsibility of the owner.

9. Pet Health Plans
9.1 The Practice offers optional pet health plans for preventative care. These are governed by separate terms and conditions, provided at the time of enrolment.

10. Liability
10.1 The Practice will take all reasonable care in providing services; however, we cannot guarantee specific outcomes for treatment.
10.2 The Practice is not liable for any loss or damage arising from circumstances beyond our control.
10.3 In cases of negligence, the Practice’s liability is limited to the cost of the treatment provided.

10.4 Vehicles parked on the premises of Oxgangs Road surgery are left entirely at the owner’s risk. We do not accept any responsibility or liability for loss, theft, or damage to vehicles, property or personal belongings left inside them.

11. Complaints
11.1 We are committed to providing the highest standard of care and welcome your feedback.
11.2 If you have a complaint, please contact the directors in writing at nurses@dundasvetgroup.co.uk or by post to Dundas Veterinary Group, 99 Dundas Street, Edinburgh, EH3 6SD. We aim to resolve complaints promptly and fairly.

12. Data Protection
12.1 The Practice complies with the General Data Protection Regulation (GDPR).

12.2 Your personal data will be used solely for the purpose of providing veterinary services and communicating with you.
12.3 For more information, please see our Privacy Policy, available at https://www.dundasvetgroup.co.uk/privacy-policy

13. Termination of Services
13.1 You may terminate your relationship with the Practice at any time by providing written or verbal notice.
13.2 The Practice may terminate services if you fail to comply with these terms, engage in abusive behaviour, or fail to settle outstanding payments.

14. Governing Law
14.1 These terms and conditions are governed by and construed in accordance with the laws of Scotland.
14.2 Any disputes will be subject to the exclusive jurisdiction of the courts of Scotland.

Contact Information
Dundas Veterinary Group
99 Dundas Street

Edinburgh

EH3 6SD
0131 557 1819
nurses@dundasvetgroup.co.uk
https://www.dundasvetgroup.co.uk