Fees and estimates 

If for any reason, our fees are going to be in excess of the estimate, we will contact you to discuss. If we are unable to contact you, we reserve the right to continue treatment if it is in your pet’s best interest. 

Payment terms 

Payment is due on admission of your pet. If a direct insurance claim has been agreed, then the requested deposit is due before surgery. You are responsible for any amounts not covered by your insurer. We reserve the right to decline payment by credit cards with excessive related charges. 

Termination of contract 

You may withdraw your pet from our care at unless it is deemed by the attending veterinary surgeon to lead to undue suffering. You will be asked to sign an authorisation for discharge and all outstanding charges must be paid at the time. 

Out of hours (OOH) cover 

We are staffed continuously from Monday a.m. to Saturday a.m.  

We are available for advice and ophthalmology admissions 24/7 but on certain occasions, we may ask you to attend an OOH emergency service elsewhere or one provided by your primary care practice. 

Period of care 

We need to have seen your pet within the last 12 months in order to be able to give direct advice. We can still advise your primary care practice. If you have not attended a review as requested, we retain the right not to give further advice. 

Privacy policy 

We take your privacy seriously and our policy is in line with GDPR rules. It is published in full on our website. 

Retention of clinical samples 

Occasionally, we will retain surplus clinical samples for studies to help improve veterinary knowledge. We will never remove excess clinical samples for these studies. 

Case records and images 

Case records and images are the property of and will be retained by Optivet Referrals. Anonymised images may be used for training, publication and social media purposes.  

Referral remit 

Our referral remit is to treat your pet for the reason he/she has been referred to us. We need to obtain permission from your primary care practice for any additional treatment that does not directly relate to the referral condition. 

Unlicenced medication 

In the event that we are unable to prescribe a licenced medication, we will prescrible an unlicenced medication. 

Abuse policy 

We operate a zero tolerance policy regarding abuse of our staff – we will ask any abuser to leave immediately. 

Complaints 

Our objective is to provide the highest levels of care. If you have concerns about any aspects of our service, please do not hesitate to let us know. If you wish to make a complaint, please do so in writing to advice@optivet.com