Terms & Conditions

Terms and Conditions


All consultations are by appointment only unless it is a genuine life threatening emergency. Clients are requested to inform the surgery in advance, preferably at least 24hrs before your appointment time, if you wish to cancel or reschedule your appointment. We reserve the right to charge for missed appointments, or for appointments cancelled or changed at short notice.

Every effort is made to accommodate clients and to find available appointment slots and animals will never be turned away in a genuine emergency,

There is always a charge for repeat consultations with the exception of one complementary post-operative check for surgical cases. Suture removal is also performed free of charge for operations performed at the surgery.

There is an out of hours charge for consultations seen out of normal surgery hours, there is also an additional charge for unregistered clients using our out of hours service.

All animals brought into the surgery must be accompanied by a person over the age of 16 with the exception of genuine emergencies.

All cats must be kept in baskets in the waiting area and all dogs must be on a lead and kept under control by the accompanying person.

The safety of the pet, the client and our staff is of the highest priority and this may include measures to restrain the animal including the application of a muzzle or providing appropriate sedation. It is important for clients to realise that our patients can have the potential to cause harm and the advice of our professional staff should be heeded.

For pet travel, it is entirely the responsibility of the client to ensure that all the requirements are completed correctly and at the appropriate time. Our vets will be happy to provide advice regarding travel. It is also the client’s responsibility to ensure that any rabies boosters are given at the correct time.

surcharged up to 25%. Attempts will be made to recover outstanding debts and if unsuccessful we reserve the right to transfer your account to a debt collection agency.


X-Rays, ultrasound images blood results belong to the surgery. Copies may be requested from the surgery and we will endeavour to provide copies within 5 working days. A small charge will be made to cover our costs of providing the copies.

It is understood that anaesthetics carry a small risk. We use the safest available anaesthetics as deemed appropriate by the veterinary surgeon. If appropriate we have a complementary free consultation on the morning of the scheduled procedure to check the animal over and discuss any concerns. An estimate of likely costs will be provided on request. It is accepted that whilst taking blood samples, placing an animal on an intravenous drip or performing an ultrasound scan there will be clipping of the coat.

Hospitalisation procedures: We have a nurse on site 24hrs a day, the only exception to this is in the event of a medical emergency requiring the nurse’s attendance off site. Your pet will be examined buy at some point during the evening and again in the morning, more frequent checks will be made if in the vet’s opinion it is necessary. The nurse has a designated sleep period between 11.30pm and 7.15am. Additional nurse checks during the designated sleep period will be made if in the opinion of the vet they are necessary.

Animals are not discharged outside of normal surgery hours.


Repeat prescription requests need to be submitted at least 48hrs before being required in most instances. This also applies to written prescriptions.

Our policy regarding re-check intervals for prescription medications requires that a re-check is performed at least every 6 months or more regularly as deemed necessary by the veterinary surgeon. Refunds cannot be issued for medications that have left the premises. For legal reasons we cannot resell any medication returned to us. We can however dispose of them at no cost to you.


Whilst we try to ensure that we provide the best possible service at all times, there may be occasions where you are dissatisfied. In the event of you being unhappy with any aspect of our service please address your complaint to the Practice Manager by any of the following methods.

Phone – 01279 654108
E-mail – info@stortvet.com
Post – BSVH, Rye Street, Bishops Stortford, Herts, CM23 2HA

We will respond to any complaints received within 7 days of receipt. In the event that we cannot meet that timescale, you will be notified.

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