Terms & Conditions

We, Independent Vetcare Limited, aim to provide the highest standards of veterinary care. These are the terms on which we, Independent Vetcare Limited (trading as Paxton Vets), supply veterinary services and related products to you. These Terms and Conditions shall apply to all supplies of Veterinary Services and Products by us to you to the exclusion of all other terms and conditions. Please note that some aspects of these Terms may not be relevant to you and we suggest you ask for further clarification from us if required.

1.    Supply of Veterinary Services

1.1    We shall ensure that all Veterinary Services are supplied by suitably qualified staff, taking into account the nature of the Veterinary Service to be supplied in each instance.

1.2    Wherever practicable and on your request, a treatment plan for the supply of Veterinary Services will normally be agreed with you following an initial consultation and in advance of any further treatment. This treatment plan will provide an estimate regarding the likely costs of the course of treatment in such plan. In an emergency we reserve the right to provide such Veterinary Services as are reasonably necessary, in the professional judgement of the  veterinary surgeon providing the Veterinary Services or other IVC staff, without first agreeing a treatment plan.

1.3    Please note that any estimate given can only be an approximation of the costs of any treatment required. If our original estimate looks as if it will be exceeded, then the Veterinary Surgeon responsible for providing the Veterinary Services will discuss any increased fees with you before any further procedures are undertaken (save in the event of an emergency and at the professional discretion of the relevant Veterinary Surgeon acting in the best interest of your pet).

1.4    We will endeavour to provide veterinary services in accordance with reasonable standards denoted by the RCVS guidelines for practice standards and the professional conduct of veterinary surgeons and veterinary nurses. All Veterinary Services shall be supplied in accordance with normal professional standards.

1.5    Veterinary Services shall be supplied during our normal business hours (these may change from time to time, the current opening hours of Paxton Vets can be found on our website at www.mpaxtonvets.co.uk. At our discretion we may arrange for Veterinary Services to be supplied at various locations and at other times. In an emergency a veterinary surgeon will see you outside these opening hours, but this service will carry an extra charge.

1.6    We reserve the right to decline to supply Veterinary Services at our discretion. You are free at all times at your cost and subject to the payment obligations in these terms and conditions, to seek a second opinion on or concerning any Veterinary Services provided.

2.    Supply of Products

2.1    In the event of any defect or failure in any Product our liability to you shall be restricted to replacing the Product or refunding the price paid by you for the Product.

2.2    You acknowledge and agree that all Products must only be used in accordance with the instructions supplied with them or issued orally by the Veterinary Surgeon providing the Veterinary Services or other of our staff. If you have any questions or concerns regarding the use of any Product, you should consult the Veterinary Surgeon providing the Veterinary Services or other of our staff for clarification.

2.3    Any Products supplied by us shall be of satisfactory quality, fit for purpose expressly agreed by the Veterinary Surgeon providing the Veterinary Services or other of our staff and shall comply with any description given. All other warranties, expressed or implied, are hereby excluded.

3.    Payment

3.1    All Veterinary Services and Products provided by us shall be charged to you in accordance with our then current price list, a copy of which is available on request and which is subject to change without notice. If you have any question as regards the level of charge that will be incurred you should consult the Veterinary Surgeon in charge of your pet’s treatment or his staff for clarification. There may be a charge for all administration services, including processing all claim forms, export certificates, referrals etc.

3.2    Our normal practice is for payment to be made in full by you at the time the Veterinary Services or the Products are supplied, either at the end of the consultation, the discharge of your pet or upon collection of the Products. All invoices must be settled in full on receipt of the invoice. We may at our absolute discretion agree that you may delay payment of an invoice pending recovery of the sum from your insurer for such reasonable period as we may agree in writing. You remain liable in full for all invoices and all sums shall become due and payable in full by you at the end of this extended payment period irrespective of whether your insurer has made payment to you.

3.3    We accept direct insurance claims at the discretion of our Practice Manager. A direct insurance claim is one where you do not pay us the full amount, just the excess and fees not covered by your insurance policy; rather we claim the money directly from the insurance company. In the event that all or any part of the insurance claim is not paid by your insurance company for any reason you will be liable for the outstanding balance.

3.4    We may refer overdue accounts to our debt collection agency.

3.5    In the event that any invoice or other sum owed by you is not paid when due then, without prejudice to any other remedies available to us, we may at any time:

3.5.1    add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees); and

3.5.2    issue notice to you that no further Veterinary Services and/or Products will be supplied to you.

3.6    All prices quoted are quoted exclusive of value added tax or other indirect taxes, duties or levies which shall be added as appropriate.

3.7    If you are unable to pay for the Veterinary Services we are only obliged to fulfil our minimum legal responsibilities and professional obligations in respect of your pet.

4.    Liability

4.1    We carry professional indemnity insurance in the sum of £● [£150,000 for criminal or disciplinary action, £5,000,000 per claim for human injury, £250,000 domestic pet] (“Insured Sum”) for any single claim. We supply Veterinary Services and Products to you on the condition that our liability for any loss, claim, cost or expense arising out said supply shall not exceed and shall be limited to a maximum of the Insured Sum.

4.2    If you wish us to assume a level of liability greater than the Insured Sum then we shall so agree on condition that:

4.2.1    you so request in writing; and

4.2.2    we are able to obtain insurance cover for said higher level of liability; and

4.2.3    the you pay in advance to us the additional premium incurred by us in respect of the additional cover.

4.3    Nothing in these terms and conditions shall:

4.3.1    exclude or limit our liability for death or personal injury caused to a human being;

4.3.2    render us liable for any indirect or consequential loss (including, but not restricted to, loss of profit or loss of savings) which liability shall be excluded to the maximum extent permitted by law.

5.    Complaints

5.1    It is our intention that all our clients should be satisfied with the Veterinary Services and any Products supplied. In the event that you are dissatisfied with any aspect of the Veterinary Services or Products supplied by us or its staff, in the first instance you should contact the Clinical Director or Practice Manager to discuss your concerns and he shall endeavour to address any issues arising.

5.2    If you remain dissatisfied, then please refer to our complaints policy, we can provide you with further details at the practice or on our website.

5.3    In the case of a complaint, we may share your information with our insurers or our indemnity providers or other professional advisors if we believe that this will enable us to resolve your complaint more effectively.

6.    Pet Insurance

6.1    We may advocate pet insurance, but any contract of insurance is between you and your insurer. Please ensure that you refer to the terms and conditions of your insurance policy.

7.    Data Protection

7.1    We will use the personal information you provide to us to:

7.1.1    provide the Veterinary Services and Products;

7.1.2    process your payments for the Veterinary Services and Products; and

7.1.3    inform you about the products and services that we or selected third parties provide, but you may stop receiving these at any time by contacting us.

7.2    In order to provide the services above, we use selected third parties to process your data. More information about third party processing can be requested from your practice or from the data protection office at Independent Vetcare Limited, The Chocolate Factory, Keynsham, BS31 2AU.

8.    Miscellaneous

8.1    No alteration may be made to these terms and conditions without our express written consent. We may update or amend these terms and conditions at any time by placing a notice to that effect in our premises.

8.2    These terms and conditions shall be governed by English Law and we and you submit to the exclusive jurisdiction of the English courts, without prejudice to our right to seek recovery of any sum due by you before any complaint court.

8.3    The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound or MRI scans. Case records including x-rays and ultrasound or MRI scans are the property of, and shall be retained by, us. Copies with a summary of the history of any patient can be passed to another veterinary surgeon taking over a case, on written request to us and upon settlement in full of all sums due to us in respect of such patient’s treatment by us.

8.4    When you request a repeat prescription for your pet we can only supply the medication if:

8.4.1    the Veterinary Surgeon caring for your pet has authorised the repeat prescription;

8.4.2    your pet has been seen by one of our Veterinary surgeons within the last 6 months.

There will be a charge for such repeat prescription to cover the time, responsibility and professional insurance costs involved.

8.5    We are a company registered in England and Wales. Our company registration number is 07746795 and our registered office is at The Chocolate Factory, Keynsham, Bristol BS31 2AU. Our registered VAT number is 115 1416 58. If you have any questions please contact us. You can contact us by writing to us at Independent Vetcare Limited, The Chocolate Factory, Keynsham, Bristol, BS31 2AU, or telephone 01225 481520, or by emailing us at contact@independentvetcare.co.uk.



Thank you for entrusting the care and attention of your pet to Paxton Veterinary Clinics. This note details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you. Please ask if further explanations or clarifications are required.


All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. Our consultation fee is charged at £44 for your initial consultation and £40 for any re-examine consultations, For our routine list of fees please visit our website www.paxtonvets.co.uk.

You will receive a detailed invoice for every consultation, surgical procedure or transaction with us. Please ask if you need an explanation of any charges.


Payment is required at the end of the consultation, the discharge of your pet or on collection of drugs or diets. You may settle your account using:

  • CASH

We are unable to accept American Express or cheques as a method of payment.

All missed appointments will be charged for unless reasonable notice of cancellation is given. It is at the head clinician’s sole discretion not to charge for a missed appointment.


We will happily provide a written estimate as to the likely costs of a course of treatment. Please bear in mind that any estimate given can only be approximate due to the nature of our work, as sometimes a pet’s illness or surgery will not follow a conventional course.


If for some reason your account is not settled at the time of treatment, you will be contacted. Should payment be outstanding for more than 30 days, a fee in respect of administrative costs will be levied. This administrative fee will be levied for each subsequent correspondence. If there has been no response to repeated requests for payment, overdue accounts will be referred to our Debt Collection Service. Charges will be levied in respect of all costs incurred in collecting of the debt.

Any Credit Card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank changes and administrative costs.


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 Partner or the Practice Manager.


Clients can request a written prescription from the vet at a cost of £14 per prescription. We require 24 hours notice for this. A written prescription is for the named animal only, and can include multiple drugs if required.


Animals on long-term medication will need to be re-checked by the vet at a maximum of 6 monthly intervals, dependent on their condition. A reduced consultation fee of £40 will apply. For some conditions, the vet may advise more frequent re-checks. We can supply animals on long-term medication with a maximum of 6 months medication at one time.


The Paxton Veterinary Clinics strongly supports the principle of insuring your pet against unexpected illness or accidents.  All charges must be paid for at the time of treatment, if an animal is insured a claim will be made and the money paid back to you from your insurance company.


We are happy to offer second opinions to clients these will be booked in a double slot allowing time for the vet to go over everything, these are charged at £55.

In the event we are unable to treat an animal we will refer them to a specialist vets, referral administration fees will apply.


We hope that you never feel the need to complain about the standards of service received from the Paxton Veterinary Clinics. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Practice Manager. We do our best to resolve any complaints you may have as swiftly as possible, to your complete satisfaction.


Case records and similar documents are the property of, and shall be retained by, the Practice. Copies with a summary of the history will be passed on request to insurance companies or another veterinary surgeon taking over the case.


The care given to your animal may involve making some specific investigations, for example taking x-rays 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 an x-ray film, remains with the Practice. Copies will be passed on request another veterinary surgeon taking over the case.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice partner. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.

Updated 1st October 2018


Tel 0208 6533355
30 Clifton Road
South Norwood
SE25 6NJ
envelope icon clifton@paxtonvets.co.uk

Tel 0208 6701772
231 Gipsy Road
West Norwood
SE27 9QY
envelope icon gipsy@paxtonvets.co.uk

© Company registered name: Paxton Veterinary Clinics Ltd. Registered Number 07746795. Registered office address: The Chocolate Factory, Keynsham, Bristol, BS31 2AU. Authorised and regulated by the Financial Conduct Authority for credit-related regulated activities under reference number: FRN738010 | Privacy Policy | Terms | Practice Complaints