Terms & Conditions

COQUET VETS TERMS & CONDITIONS

Coquet Vets prides itself on being a friendly and professional team. Please see our terms and conditions of service below. Please do not hesitate to contact us should you require any further information.

1. Opening Hours

Our normal opening hours are:

  • Monday: 8.30am to 6.00pm

  • Tuesday: 8.30am to 7.00pm

  • Wednesday: 8.30am to 6.00pm

  • Thursday: 8.30am to 7.00pm

  • Friday: 8.30am to 6.00pm

  • Saturday: 9.00am to 12.00pm

  • Sunday: Closed

  • Bank Holidays: Closed

2. Emergency and Out-of-Hours Provision

For those that need emergency care or advice outside of our working hours, please call 01665 252250, which will direct you to our out-of-hours provider, Moorview Referrals, NE23 7RH. For a map and full address details, click here.

3. Costs

An estimate of costs will be discussed with you at the time of consultation or booking a procedure. We are happy to provide written or emailed estimates upon request. Please be aware, however, that this is an estimate and that, depending on the progression/complexity of the case, costs can change and the estimate may be exceeded. We will endeavour to keep you informed of any increases in cost wherever possible. 

The costs involved in revisit examinations and any other aftercare, including any complications arising from the initial procedure(s), will be in addition to the initial estimate. Please do not hesitate to ask if you are unsure of the cost.

The costs involved in revisit examinations and any other aftercare, including any complications arising from the initial procedure(s), will be in addition to the initial estimate. Please do not hesitate to ask if you are unsure of the cost.

All fees, including medication and food, are subject to VAT at the current UK rates.

For insured pets, please see our insurance policy here: www.coquetvets.co.uk/insurance

All medications are to be paid for upon collection.

Food is to be paid for when ordered.

We accept payment via cash, BACS, and most major credit and debit cards. We do not accept payment via cheque or American Express.

4. Inability to Pay

Should you anticipate any concerns with being able to pay, please discuss this with a member of our team prior to treatment. In cases where emergency treatment precludes this, please speak to a member of our team as early as possible. We do not offer credit, but we do have financial options for individual cases where finances are a concern. 

5. Ownership of Clinical Records

Clinical records, including any radiographs, scans or reports, and other images, remain the property of Coquet Vets. Copies of all clinical records and images can be passed on to other Veterinary Surgeons at your request to allow continuity of care. Copies of all records relating to your pet are also available to you upon request. 

6. Complaints

We take all complaints at Coquet Vets very seriously and pride ourselves on giving the best possible care for your pets. However, should you have any concerns regarding any aspect of the service you received, then please call to speak to a member of our team on 01665 252 250 or send an email to info@coquetvets.co.uk. We will endeavour to reply to any complaints within three working days.

7. General Data Protection Regulation (GDPR)

Our GDPR policy is available here.

8. Prescriptions and medications

Veterinary surgeons may only prescribe prescription-only medicines (POM-V) for animals under their care. For patients with ongoing disease, we define ‘under their care’ as having been examined by the Veterinary Surgeon within the last six months. This time period may vary and is at the vet's discretion.

If your pet is due a prescription check-up, we will let you know. Please be aware that we cannot prescribe POM's medications to animals that haven't been seen. For most medications, we can provide the medications themselves or a written prescription to allow you to purchase the medications elsewhere. We are happy to provide written prescriptions for patients under our care, as defined above. Please be aware that a fee will be charged for providing a written prescription, and we will email the online pharmacy directly; hard copies will not be given to clients. 

We kindly ask that you provide us with at least 48 hours’ notice of any orders for medication, including specific diets. This allows us to check the prescription, ensure we have the medications in stock, and dispense the medication. 

9. Behaviour of Staff and Clients

The staff at Coquet Vets are expected to behave professionally, friendly, and with empathy at all times, and we expect our clients to behave in a similar manner. Abusive, aggressive, or threatening behaviour will not be tolerated, and we reserve the right to ask clients to seek alternative veterinary care should we need to.