Terms and Conditions

27 Jul 2020


                                                                                                                                                                                                 GFPS Logo



Fees, foods, medications and merchandise are subject to VAT at the current rate.

Fee levels are determined by the time and skill level required on each individual case and are also based on the materials/consumables and medicines used.

A breakdown of each consultation is available on request. Full payment is required at the time of treatment.

Methods of Payment

Payment can be made by cash, cheque, debit or credit card. Any outstanding amounts owed on an account may be subject to additional administrative charges .

Cost of Treatment

The Practice is more than happy to provide a written estimate as to the anticipated costs of a course of treatment. Please bear in mind that estimates are just that and will only be an approximate idea of costs. The nature of the specific illness means that it does not always follow a predictable course. The Practice will always endeavour to contact you on the numbers you have provided if it becomes apparent that the treatment costs are going to exceed the estimated costs. In the event that you are not contactable, the Practice will treat your pet as deemed necessary to prevent any pain or suffering.

In-Patient Care

The care of in-patients is assessed on an individual basis and the number of visits necessary to monitor and treat their condition will be determined on a case by case basis.

Routine Consultation Prices

The practice provides, by appointment only, initial routine consultations during their opening hours. Charges for this provision are:

  • Dog/Cat – £40.00
  • Dog/Cat Recheck – £32.50
  • Rabbit – £40.00
  • Rabbit Recheck – £32.50
  • Small Furry – £40.00
  • Small Furry Recheck – £32.50

Other prices and quotes can be provided on request.

Emergency Care

The practice provides a 24 hour, 7 days a week emergency service (OOH) through the Emergency Veterinary Service (EVC).


The Practice will accept direct claims of £200 or more providing the following criteria are met:

  • Production of policy paperwork stating insurance provider, level of cover, policy start date, policy number, policy excesses and policy exclusions (if any).
  • Payment of excesses, as per your policy conditions, at the time of consultation.
  • Receipt of a claim form signed by the policy holder.

The Practice will not accept direct claims for £199.99 or less.

The Practice will only accept direct claims from certain companies but reserves the right to decline to make a direct claim in any event. Please ask the team for the current list.

Insurance claims are processed as quickly and efficiently as possible. However, we are unable to confirm or guarantee a specific period of time for a claim to be paid.

Direct claims will not be accepted for any dental work.

In the event that your insurance company will not settle a claim, you will become immediately liable for any outstanding costs of treatment received and understand that you will be responsible for resolving any dispute with your insurance company directly.

The Practice will accept no liability for the identification of pre-existing conditions in support of any insurance quotation. As the policy holder, you must accept and understand that the identification of any pre-existing conditions must be agreed by yourself and your insurance company.

Complaints and Standards

The Practice is committed to providing an exceptional level of service and care for you and your pet/s. In the unlikely event that the service provided is not of a high standard, please raise any issues, concerns or complaints with the Director and your complaint will be dealt with in line with the Practice Complaints Procedure. Please refer to our Complaints Procedure which is available on request.

Ownership of Records

Medical records, laboratory reports and x-rays are the property of and will be retained by Rowan Veterinary Centre Ltd at all times. Summaries/copies of your pet’s medical history can be forwarded to another veterinary practice with your consent.


The Practice reserves the right to use images of your pet with consent, and information gathered through customer satisfaction processes to market the services it provides. This may include Facebook, Twitter, Instagram, Google and YouTube, www.rowanvets.co.uk, leaflets and newsletters. Any information used will not allow your identity to be known.

Rowan Veterinary Centre Ltd may contact you by letter, phone, text or electronic means in order to advise you of outstanding accounts, reminders of your pet’s preventative care/treatments and any service/product offers that may be of benefit to you and your pet. You can opt out of these services at any time by contacting the Data Protection Manager on 01772 639800 or by email at datamanager@rowanvets.co.uk.

Practice Opening Times

Hillock Lane

Monday to Wednesday – 8.30am to 7pm

Thursday – 8.30am to 6.30pm

Friday – 8.30am to 7pm

Saturday – 8.30am to 1pm


Monday – Friday 8.30am to 6pm

Saturday – 8.30am to 11am