Terms of business
Last updated 1 October 2026. Template text — have it checked for your practice before launch.
These terms apply whenever Fernhallow Vets treats your pet. Please ask at the desk if anything is unclear.
Estimates
We give a written estimate before any non-emergency treatment. An estimate is our best judgement, not a fixed quote; if the cost is likely to rise by more than 10%, we will contact you before continuing.
Payment
Payment is due when your pet is discharged, by card or bank transfer. Health plan payments are taken monthly by direct debit and can be cancelled with one month’s notice.
Insurance
We will claim directly from most insurers if you ask us to. You remain responsible for the excess and for anything your insurer does not pay.
Out-of-hours care
Our 24/7 line is answered by our own vets. Out-of-hours consultations are charged at the rates on our prices page. Phone advice is free.
Medicines
You may ask for a written prescription to buy medicines elsewhere. A prescription fee applies, shown on our prices page.
Complaints
Tell us first, in person or at hello@fernhallow.example; the practice owners reply within 14 days. If we cannot resolve it, you may contact [independent complaints service].