Standard Terms & Conditions Of Business

White Lodge Veterinary Surgery is committed to providing the highest possible standard of care and attention to patients and their owners. To assist us in providing this service, our Practice Terms and Conditions are shown below. If any points are not clear feel free to ask a member of staff to explain.


All fees include VAT at the current rate and are determined by the time spent on a case as well as according to the drugs, materials, consumables and diets used. Written estimates can be provided on request and remain valid for a period of one month, but please bear in mind that any estimate given can only be approximate as often a pets illness may not follow a conventional course.

For uninsured pets, full payment is requested at the time of consultation, or if the pet is admitted, on collection. We do not operate an accounts system.


White Lodge Veterinary Surgery strongly supports the concept of pet insurance and for holders of policies with selected companies, we are sometimes able to offer a direct claim service. This will need to be agreed by the Senior Veterinarian or the Practice Manager. A member of staff will inform you if your policy meets these criteria. For holders of policies with other companies, we guarantee to process claim forms within 7 days of receipt, unless specifically requested not to do so. Please be aware that we cannot guarantee that you will be covered.

Please be aware that the Insurance Policy is an agreement between the Policy Holder and the Insurance Company. Whilst we are happy to complete the veterinary section of the claim form and provide a copy invoice or receipt to accompany the claim, please can the policy holder ensure that they have completed their section of the form in full.


Required at the time of treatment.

Outstanding balances from date of invoice:

0-7 days £0.00, any queries must be made within the 7days.

7-14 days incur an administration charge of £25.00, balances remaining after 14days will be referred to an external debt collection agency all additional costs to be incurred by the client (see Collection of Monies Owed). We reserve the right to charge interest at 3% per month on outstanding accounts.

Errors & Omissions Excepted (O & OE).

We accept payment by cash, credit card and debit card. The cards we accept are Maestro, Solo, Mastercard, Visa, and Visa Electron.

BACs payment; please contact the practice for details.

Please note we do not accept American Express cards or Cheques.


It is Practice policy that outstanding debts are to be referred to a registered external debt collection agency. Any fees incurred in this process will be added on to the original outstanding debt.


We always do our best to offer exceptional service, but if you do feel dissatisfied with any aspect, please direct your complaint/ comments to Helen Hughes (Practice Manager), who will try to offer a solution.


Case records and similar documents are the property of and retained by White Lodge Veterinary Surgery. Copies, with a summary of the clinical history can be passed, on request, to another veterinary surgeon taking over the case. We will not pass your records on to any other organisation without your permission. The care given to your pet may involve making

some specific investigations, for example, taking x-rays or performing ultrasound scans. Although we make a charge for performing these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice.


Please ask if you would like another opinion on your pet's treatment, or would like to see a specific vet within the practice.

We are also happy to arrange referrals to Specialists, or Second Opinion cases when appropriate.


The practice policy is to re-assess any animal that requires repeat prescriptions every 3-6months (case dependant). This frequency may increase depending on individual circumstances.

The veterinary surgeon may only prescribe Prescription Only Medicines (POM Vs) for animals under their care.

We request a minimum 24hrs notice for a repeat prescription.

Clients can request either a Written Prescription or the dispensed medication.

Please note there is a charge for a Written Prescription- details available on request.


This includes routine flea and worm treatments. These products also come under the Prescription Laws. With this in mind we must have seen your pet, and have an up to date weightfor them each year. We offer a free of charge Nurse appointment to comply with this.


We communicate with clients via telephone, SMS text messages and emails.

Reminders will be sent using SMS text messages to your preferred mobile number.

Please make sure we have up to date details for you. Please let us know if you prefer NOT to receive SMS text messages, or emails from us.


A Pet Health Plan is not insurance.

A Pet Health Plan makes it easy for you to protect your pet and your family against preventable diseases and discomfort by making sure your pet's vaccinations, flea, worm and parasite treatments are kept up to date. Plus, regular check-ups and early diagnosis of any potential health issues will help your pet enjoy a long, comfortable life, whilst saving you money and worry too.

Payment for this is via Direct Debit, through ''The Practice Business''- Denplan. Please see application leaflet for further details.


Exonia Veterinary Emergency Service

Dedicated care for all of yours pet's out of hours emergencies.

Please telephone the White Lodge number 01395 267928 (our line will be diverted to Exonia when we are closed). Alternatively their direct number is 01392 284217.

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