Terms & Conditions | Pet Repair Vets

Terms and Conditions

Last updated: 30 April 2026

Thank you for entrusting the care and attention of your pet to Pet Repair Vets. We, Pet Repair Vets, aim to provide the highest standards of veterinary care. These are the terms on which we 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 ensure that you read these Terms carefully before accepting the Services. 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 trained or qualified staff, taking into account the nature of the Veterinary Service to be supplied in each instance.

1.2 Following an initial consultation, we will discuss the recommended treatment pathway for your pet with you. For routine services and treatments, we will give you a verbal estimate of the likely cost during the consultation. Where the recommended treatment pathway is reasonably likely to cost £500 or more, including VAT and including any aftercare, we will provide you with a written estimate before treatment begins. If the estimated total is reasonably likely to increase by 20% or by £500, whichever is the lower amount, we will provide you with a written update before continuing. In an emergency we reserve the right to provide such Veterinary Services as are reasonably necessary, in the professional judgement of the veterinary surgeon on duty, without first agreeing an estimate.

1.3 Please note that any estimate, verbal or written, can only be an approximation of the costs of any treatment required. If the original estimate looks as if it will be exceeded by 20% or £500, whichever is the lower amount, we will discuss the revised estimate with you and, where the original was a written estimate, provide a written update before any further procedures are undertaken. This does not apply in the event of a life-threatening emergency where the relevant Veterinary Surgeon is acting in the best interest of your pet.

1.4 We will endeavour to provide veterinary services in accordance with the RCVS Code of Professional Conduct, which governs all veterinary surgeons and registered veterinary nurses employed by or working at Pet Repair Vets. All clinical and commercial recommendations are made by registered veterinary professionals in the patient's best interest, free of any commercial pressure. 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 Pet Repair Vets can be found on our website at www.petrepairvets.com). At our discretion we may arrange for Veterinary Services to be supplied at various locations and at other times. In case of an out-of-hours emergency, please contact Vets Now Sheffield, our named out-of-hours provider. An additional charge will apply for out-of-hours services.

1.6 We reserve the right to ask clients to register with another practice by giving reasonable written notice. In the event of threatening, abusive, discriminatory, or violent behaviour from a client or anyone accompanying them, we may withdraw Veterinary Services with immediate effect to protect the welfare of our team, without giving prior notice. Please see our Zero Tolerance Policy for further detail.

1.7 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.

1.8 Consent for treatment. By presenting your animal to us for examination or treatment, you are giving consent to that examination. For procedures that carry clinical risk, including anaesthesia, surgery, and certain diagnostic procedures, we will ask you to sign a separate written consent form before proceeding. Where written consent is not practicable, for example in an emergency where you cannot attend the practice in person, we may accept verbal consent given by telephone. As all calls to and from the practice are recorded (see clause 7.3), the call recording will serve as a contemporaneous record of that consent.

1.9 Authority to consent. The person presenting an animal for examination or treatment warrants that they are either the owner of the animal or have the owner's express authority to consent to examination and treatment on the owner's behalf. The person presenting the animal accepts personal liability for all fees and charges incurred. Where you are acting on behalf of the owner, you should ensure that you have their authority before consenting to any procedure, particularly one that is irreversible or significant in cost.

1.10 Euthanasia. Euthanasia will only be performed with the written consent of the animal's owner or a person with documented authority to act on the owner's behalf. We reserve the right to decline a request for euthanasia where, in the professional judgement of the attending veterinary surgeon, the procedure is not in the animal's best interests and the animal is not suffering beyond what can reasonably be managed with appropriate treatment. Where we have concerns, we will discuss these openly with you before any decision is made. Where euthanasia is required as an emergency and the owner cannot attend the practice, verbal consent given by telephone will be accepted and documented by means of the call recording in accordance with clause 1.8.

1.11 Abandoned animals. If an animal is left at the practice and we are unable to contact the owner or their nominated representative within a reasonable period, or if an owner declines to collect their animal following treatment, we will take such steps as are reasonable to ensure the animal's welfare. This may include contacting local animal welfare organisations, the RSPCA, or the local authority. Any costs incurred in caring for the animal during this period remain the owner's liability.

1.11A Determination of ownership. Pet Repair Vets cannot determine the legal ownership of any animal. Microchip registration is not

legal proof of ownership. Where ownership of an animal is unclear or disputed, we follow our Animal Ownership Disputes and Microchip

Discrepancies SOP. Resolution of ownership disputes is a matter for the parties involved and, where necessary, the courts.

1.12 Referral. Where we consider it to be in your pet's best interest, we may recommend referral to a specialist veterinary practice, teaching hospital, or other specialist service. We will discuss the reasons with you and, where practicable, offer a choice of referral options. Costs associated with specialist referral are the client's responsibility. Pet Repair Vets accepts no responsibility for the acts or omissions of any specialist or referral practice to whom your pet is referred.

1.13 Appointment times. We endeavour to see patients at their scheduled appointment time. However, veterinary consultations can be unpredictable and waiting times may vary. We appreciate your patience and will always try to keep you informed of any significant delays.

1.14 Continuity of care. We will always endeavour to accommodate requests for a named veterinary surgeon or nurse. However, we cannot guarantee continuity of care with a specific individual, and appointments may be conducted by another suitably qualified member of our clinical team. This will not affect the standard of care provided to your pet.

1.15 Client responsibilities. You agree to: (a) provide us with an accurate and complete clinical history for your pet, including details of any known conditions, current medications, previous procedures, and known allergies or adverse reactions; (b) follow any discharge instructions, post-operative care guidance, or treatment plans provided by our clinical team; and (c) attend any follow-up appointments recommended as part of your pet's care. We accept no liability for adverse outcomes that arise as a result of inaccurate or incomplete history provided to us, or failure to follow clinical instructions.

1.16 Infectious and contagious animals. If your pet has, or you suspect your pet may have, an infectious or contagious condition, please telephone us before attending the practice. This allows us to prepare appropriate isolation measures and protect other patients and staff. Conditions for which prior notification is particularly important include, but are not limited to, suspected parvovirus, cat flu, ringworm, kennel cough, and rabbit viral haemorrhagic disease. Failure to notify us may result in us being unable to see your pet immediately on arrival.

1.17 Aggressive and dangerous animals. Please inform us when booking if your pet has a history of aggression or unpredictable behaviour. This allows us to prepare appropriate handling measures for the safety of your pet and our team. Where an animal presents a risk of injury, we reserve the right to require the use of a muzzle, to apply additional handling or chemical restraint, or to decline non-urgent treatment until appropriate precautions can be arranged. Any additional costs incurred as a result of such precautions will be discussed with you in advance where practicable. Under the Animals Act 1971, the keeper of an animal may be liable for injury caused by that animal. You are responsible for ensuring your pet is appropriately controlled at all times while on our premises.

1.18 Student and trainee observation. We are committed to the education and training of the next generation of veterinary professionals. From time to time, veterinary students, student nurses, or trainees may be present during consultations or procedures in an observer or supervised capacity. We will inform you if a student or trainee is present and will respect your right to ask for them not to be involved in your pet's care. This will not affect the standard of care provided.

1.19 Recording on the premises. No photography, audio recording, or video recording is permitted anywhere on the practice premises without the prior written consent of the Practice Director. This applies to all areas of the practice, including the waiting area, consultation rooms, and clinical areas. This restriction is in place to protect the privacy and confidentiality of other clients and their animals, the privacy of our staff, and the integrity of our clinical environment. Any breach of this restriction may result in the immediate withdrawal of Veterinary Services in accordance with clause 1.6.

2. Supply of products

2.1 Products supplied by us are subject to your statutory rights under the Consumer Rights Act 2015. If a product is defective, you have the statutory remedies of repair, replacement, price reduction or rejection, as applicable. Nothing in these Terms excludes or limits any right you have which cannot lawfully be excluded or limited.

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 any particular purpose made known to us, and shall comply with any description given. Your statutory rights as a consumer are unaffected by these Terms.

2.4 Veterinary medicines and other regulated pharmaceutical products cannot be returned to the practice once they have left our premises. This is because we are unable to verify the storage conditions, handling, or integrity of any medicine after it has left our controlled environment, and re-dispensing such products to another patient would not be safe and is not permitted under the Veterinary Medicines Regulations 2013 and RCVS guidance. If you have unused or unwanted veterinary medicines, please return them to the practice for safe disposal as pharmaceutical waste. This clause does not affect your statutory rights in relation to a medicine that was defective at the point we supplied it to you.

3. Payment

3.1 All Veterinary Services and Products provided by us shall be charged to you in accordance with our current published price list, available on our website at www.petrepairvets.com and on display at the practice. The price list covers our most commonly requested services and products. For services, treatments, products, and procedures not on the published price list, we will provide you with a personalised estimate, verbal or written depending on the circumstances and as set out in clause 1.2 above, before treatment begins. We will give reasonable notice of any change to our published prices. Treatment in progress at the time of a price change will be charged at the prices in effect when the relevant treatment was estimated. A reasonable administration fee may apply to certain services such as direct insurance claim processing; the current fee is shown on our price list.

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. 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 Director or the Head Nurse. A direct insurance claim is one where you do not pay us; rather we claim the money directly from the insurance company. We may charge a direct insurance claim administration fee. 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 Should an account not be settled, a reminder will be sent. Should it be necessary for further reminders to be sent, administration charges may be incurred. After due notice unpaid accounts will be referred to our debt collection agency and further charges, such as for the production of reports, correspondence, court fees, attendance at court, and phone calls, will be levied in respect of costs incurred in collecting the debt.

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. Please note that our published price list displays prices inclusive of VAT.

3.7 If you are unable to pay for Veterinary Services, we will always provide emergency first aid and pain relief in line with our obligations under the Animal Welfare Act 2006 and the RCVS Code of Professional Conduct. Where cost is a barrier, we are happy to discuss options including payment support, referral to animal welfare charities, and, where appropriate and in the animal's best interest, referral to the RSPCA or other welfare organisations. We will work with you to find the best outcome for your pet.

3.8 Full benefits of Pet Health Plans apply only when regular payments are maintained. If a plan is paused or cancelled, any previously applied discounts will be subject to review and may be revoked at our absolute discretion. In such circumstances, a pro rata amount corresponding to the portion of any benefits received in advance, but not covered by payments made under the plan, will become payable. The pro rata amount payable will be calculated from the regular price of any such service, as stated on our website at the time. Full terms of the Pet Health Plan, including the schedule of included services and their individual prices, are set out in the Pet Health Plan Terms document available on request and on our website.

3.9 Any free of charge nurse appointments under the Pet Health Plan can only be booked within the routine nurse consultation slots offered by the practice.

3.10 Missed appointments and booking deposits.

3.10.1 We ask that you give us at least 24 hours' notice to cancel or rearrange a consultation appointment, and at least 48 hours' notice for a surgical or procedural appointment. This allows us to offer the slot to another patient in need.

3.10.2 A failure to attend a booked appointment without prior notice, or a cancellation within the relevant notice period set out in clause 3.10.1, constitutes a missed appointment for the purposes of this clause.

3.10.3 If you incur two or more missed appointments, any further appointments will be booked subject to payment of a non-refundable booking deposit at the time of booking. The applicable deposit is:

(a) Consultation appointments: the full standard consultation fee at the time of booking (currently £45);

(b) Routine scheduled procedures (including spay, castration, and similar): 50% of the estimated procedure cost at the time of booking;

3.10.4 The deposit will be forfeited in the event of a further missed appointment. If you cancel with adequate notice, the deposit will be credited against the cost of the rescheduled appointment.

3.10.5 We reserve the right to apply the deposit requirement at our discretion in other circumstances, including where a single cancellation of a surgical appointment has resulted in significant preparation costs.

3.10.6 You will be notified by email or telephone when the deposit requirement applies to your account, together with the reason.

3.11 Written estimates are valid for 30 days from the date of issue. If treatment has not commenced within that period, we reserve the right to review and reissue the estimate to reflect any change in the cost of materials, consumables, or fees.

4. Complaints and grievances

4.1 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, please contact the Director or Practice Manager in writing via email (info@petrepairvets.com) or post (94 Park Grove, Barnsley, S70 1QE). Our full Complaints Procedure, including timeframes, escalation routes, and mediation options, is set out in our Complaints Procedure document, available on our website and at the practice.

4.2 Veterinary Surgeons and Registered Veterinary Nurses must comply with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct. If no resolution has been reached with Pet Repair Vets directly, and your complaint concerns the professional conduct of a veterinary surgeon or nurse, you can contact the RCVS at www.rcvs.org.uk.

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

5. Pet insurance

5.1 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. Pet Repair Vets has no commercial relationship with any specific insurer and receives no commission for recommending any particular insurer. The choice of insurer is entirely yours.

6. AI Medical scribe usage

6.1 In order to help our team spend more time listening to you, we use Heidi Health, an AI-assisted clinical documentation tool that meets recognised UK information security and clinical safety standards. This tool helps veterinary professionals create clear and accurate clinical notes. These notes are always reviewed by the clinician before they are added to your pet's clinical record.

6.2 What is Heidi Health?
Heidi Health is an AI-assisted dictation and documentation tool that helps veterinary professionals create clinical notes and referral letters from transcribed consultation text.

6.3 How Heidi works.
During the consultation, the clinician may use Heidi to transcribe the conversation in real time. Heidi processes the audio of the conversation as it is spoken to generate the transcribed text. Audio recordings are never saved by Heidi. After the consultation, the clinician reviews and edits the transcribed text, finalises the clinical note, and adds it to your pet's clinical record in our practice management system. Your clinician will tell you when Heidi is being used and you can ask them not to use it at any time.

6.4 What data Heidi processes and how long it is kept.
Heidi processes: (a) the audio of the consultation, in real time only, which is never saved; (b) the transcribed text generated from the audio, which our practice policy is to delete by the end of the same working day; and (c) the structured clinical note finalised by the clinician, which becomes part of your pet's clinical record in our practice management system. Once the clinical note is in your pet's record, it is retained in line with our standard clinical records retention period, set out in our Privacy Notice. Although Heidi's platform allows transcripts to be retained for longer, we have chosen to delete them on a same-day basis as an additional privacy safeguard.

6.5 Why Heidi is used.
Heidi helps the veterinary professional document your pet's care accurately and efficiently, allowing them to spend more time on patient care rather than paperwork. It reduces the chance of errors in clinical documentation.

6.6 Limitations.
While highly accurate, the AI may occasionally misinterpret medical terms or nuances. This is why the veterinary professional always reviews and corrects the transcribed notes before they are added to the clinical record.

6.7 How your data is protected.
Heidi Health acts as a data processor on our behalf. We have a written Data Processing Agreement with Heidi Health that requires Heidi to process data only on our instructions and to maintain appropriate technical and organisational security measures, in line with UK GDPR Article 28. Heidi Health holds independent third-party certifications including ISO 27001:2022 (information security management), ISO/IEC 42001:2023 (artificial intelligence management systems), SOC2 Type 2, and UK Cyber Essentials Plus. Heidi additionally maintains the clinical safety and data protection documentation expected of suppliers operating in NHS settings, including the Data Security and Protection Toolkit (DSPT), the Digital Technology Assessment Criteria (DTAC), and clinical safety case reports under DCB0129 and DCB0160. Access to the transcription and clinical notes within the practice is restricted to authorised personnel of Pet Repair Vets. Our full Privacy Notice describes the lawful bases for processing, the categories of data processed, the recipients, the retention periods, and your rights under UK data protection law.

6.8 Opting out.
If you would prefer your veterinary surgeon or nurse not to use Heidi Health during your consultation, please let them know at any time. Your opt-out will be recorded on your file and will apply to all subsequent consultations. Opting out will not affect the standard of care provided to your pet. For more information, visit www.heidihealth.com or speak to any member of our clinical team.

7. Data Protection and Confidentiality

7.1 Pet Repair Vets takes the privacy and security of your personal data seriously. The data controller for all personal data collected by this practice is PetRepair Ltd (trading as Pet Repair Vets), 94 Park Grove, Barnsley, S70 1QE. Our ICO registration number is ZB040122. Our full Privacy Notice, which explains in detail how we collect and use your personal data, your rights, and how to contact us about data matters, is available on our website at www.petrepairvets.com and at the practice on request.

7.2 We will use the personal information you provide to us to: (a) provide the Veterinary Services and Products; (b) process your payments for the Veterinary Services and Products; and (c) send you service communications such as appointment, vaccination, parasite treatment, and health check reminders, which we consider to be in our and your legitimate interests in providing effective veterinary care. You may ask us to stop sending these at any time by contacting us.

7.3 All telephone calls to and from the practice are recorded for training and monitoring purposes by Circle Cloud, our telephony provider. Calls are processed under our legitimate interest in maintaining service quality and training standards. Recordings are held by Circle Cloud; retention is governed by Circle Cloud's service terms. Recordings relevant to a specific complaint or legal matter may be retained for longer. For full details see our Privacy Notice.

7.4 Photography, video, and media consent. We may record consultations, procedures, and associated interactions, including video, audio, and still images, for educational, training, research, and marketing purposes. Such recordings may incidentally capture your image or voice. In line with our obligations under the RCVS Code of Professional Conduct, we treat all client information as confidential and will not use any recording in a way that identifies you without your prior written consent. Our consent form includes a media consent section which sets out in full the purposes for which recordings may be used and the third parties with whom they may be shared. You may choose to opt in or opt out, and you may withdraw consent at any time. Your rights under UK data protection law, including the right to withdraw consent, are set out in our Privacy Notice. Please note that where recordings have already been disseminated to third parties, complete retraction may not be possible.

8. Miscellaneous

8.1 We may update these Terms from time to time. The current version is always published on our website and dated. Where we make material changes that affect existing clients, we will notify those clients in writing, ordinarily by email, before the change takes effect. Treatment in progress at the time of a change will continue under the version of these Terms in force when the relevant treatment was estimated.

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 competent court.

8.3 The care given to your pet may involve carrying out specific investigations, for example taking radiographs, performing ultrasound scans, or conducting blood tests. Case records including X-rays, ultrasound scans, and blood tests are the property of, and shall be retained by, us. A copy of the clinical record summary can be transferred to another veterinary surgeon taking over a case, on written request to us, free of charge. A reasonable fee may be charged for reproduction of full imaging or laboratory data.

8.3.1 When you request a repeat or written prescription for your pet, we can only supply the medication if: (a) the Veterinary Surgeon caring for your pet has authorised the repeat or written prescription; and (b) your pet has been seen by one of our Veterinary Surgeons within the last 6 months. A written prescription will be issued promptly; ordinarily before you leave the practice, or by email within 48 hours if not issued at the time of consultation. A charge applies for written prescriptions. Prescription fees are in line with the limits set by the Competition and Markets Authority (CMA): £21 for the first medicine on a written prescription, and £12.50 for each additional medicine on the same prescription. You are entitled to take a written prescription to any licensed pharmacy or veterinary medicines retailer of your choice.

8.4 Pet Repair Vets is an independent, privately owned veterinary practice with no parent company, group affiliation, or external corporate ownership. PetRepair Ltd is registered in England and Wales (Company registration number: 09735145). Registered office: 94 Park Grove, Barnsley, S70 1QE.

8.5 Force majeure. We will not be liable for any failure or delay in providing Veterinary Services or Products caused by circumstances beyond our reasonable control, including extreme weather, pandemic or epidemic, power failure, failure of third-party systems, industrial action, or the actions of regulatory or governmental bodies. Where such circumstances arise, we will make reasonable efforts to notify you promptly and, where possible, arrange alternative provision.

8.6 Entire agreement. These Terms and Conditions constitute the entire agreement between us in relation to the supply of Veterinary Services and Products and supersede any previous agreement, understanding, or representation. You acknowledge that you have not relied on any representation made by us that is not set out in these Terms and Conditions.

8.7 Severability. If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, that provision shall be severed from the remainder, which shall continue in full force and effect.

8.8 Waiver. Any failure or delay by us in exercising a right or remedy under these Terms and Conditions does not constitute a waiver of that right or remedy. A waiver of any particular breach does not constitute a waiver of any subsequent breach.

8.9 Third-party rights. These Terms and Conditions do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 for any third party to enforce any term.

If you have any questions, please contact us by writing to us at Pet Repair Vets, 94 Park Grove, Barnsley, S70 1QE, via telephone (01226 664826), or email (info@petrepairvets.com).

Last updated: 30 April 2026