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Terms of Business

Last updated: 19 May 2026

 

1. These Terms

1.1 What these terms cover

These are the terms and conditions on which NorthPaw Vets Ltd supplies veterinary services, products, medicines and related care to clients.

1.2 Why you should read them

Please read these terms carefully before registering your pet with us or purchasing any products or services from us. These terms explain who we are, how we provide our services and products, how payment works, your rights and responsibilities, and other important information.

1.3 Terminology

References within these terms to:

  • “we”, “us”, “our”, or “the practice” refer to NorthPaw Vets Ltd;

  • “you” or “client” refer to the person responsible for the animal and payment of fees;

  • “Appointment” means a consultation or visit booked at our premises;

  • “Out of Hours” refers to emergency veterinary services provided outside normal consulting hours;

  • “products” include medicines, prescription items, parasite treatments, diets and retail items;

  • “services” include consultations, surgery, diagnostics, hospitalisation, nursing care and related veterinary services.

1.4 The animals we treat

We provide veterinary services primarily for dogs and cats, and any other small animals we agree to treat.

 

2. Information About Us and How to Contact Us

2.1 Who we are

NorthPaw Vets Ltd is an independent veterinary practice based in Chester-le-Street, County Durham.

Practice address:

NorthPaw Vets Ltd
Unit 3, St Cuthberts Walk
Chester-le-Street
County Durham
United Kingdom

Telephone: 0191 3037377
Email: info@northpawvets.co.uk
Website: www.northpawvets.co.uk

2.2 How we may contact you

We may contact you by telephone, email, SMS, letter or other appropriate communication methods using the details you provide to us.

 

3. Our Contract With You

3.1 Estimates

Any estimate we provide is valid for 28 days unless otherwise stated.

Estimates are intended as guides only and may change if:

  • your pet’s condition changes;

  • additional treatment, diagnostics or medication become necessary;

  • complications arise;

  • referral or emergency care becomes required.

We will make reasonable efforts to keep you informed of significant changes to expected costs.

3.2 How you place an order

You place an order when you:

  • book an appointment;

  • request veterinary advice or treatment;

  • request emergency or Out of Hours services;

  • request prescriptions, medicines or products;

  • authorise diagnostics, surgery or procedures.

3.3 Acceptance of your order

A contract between you and NorthPaw Vets Ltd begins when:

  • we confirm your booking;

  • we begin providing services;

  • we agree to provide products or treatment.

3.4 If we cannot accept your order

We may decline or delay services or products where:

  • a product is unavailable;

  • a prescription cannot legally be supplied;

  • staffing or clinical limitations prevent safe treatment;

  • payment issues arise;

  • we believe continuation of the professional relationship is not appropriate.

 

4. Veterinary Services

4.1 Fees and charges

By requesting veterinary services from us, you agree to pay all fees associated with:

  • consultations;

  • nursing appointments;

  • surgery;

  • diagnostics;

  • hospitalisation;

  • emergency care;

  • medications;

  • laboratory testing;

  • referrals;

  • home visits where offered;

  • any additional treatment required.

Fees are charged in accordance with our current pricing structure.

4.2 Missed or cancelled appointments

If you cancel an appointment with less than one business day’s notice, or fail to attend, we reserve the right to charge a cancellation or missed appointment fee.

4.3 Further treatment

Following consultation or examination, we may recommend additional treatment, diagnostics, surgery or products. Any further treatment agreed by you forms part of a new or continuing contract.

 

5. Products and Medicines

5.1 Product availability

We stock a range of veterinary medicines, diets and pet care products, however availability cannot always be guaranteed.

5.2 Payment for products

You agree to pay the relevant prices communicated to you before supply.

5.3 Prescription medicines

Prescription-only medicines may only be supplied where permitted under veterinary regulations.

A veterinary surgeon may only prescribe prescription-only medicines for animals under their care.

Repeat prescriptions generally require at least 24 hours’ notice.

5.4 Returned medicines

We cannot accept returns of medicines for resale.

Unused medicines may be returned for safe disposal.

 

6. Providing Products and Services

6.1 Delays outside our control

We are not responsible for delays caused by events outside our reasonable control.

6.2 Collection of products

Products should be collected during normal opening hours unless alternative arrangements are agreed.

6.3 Delivery

Where delivery services are offered, delivery charges and estimated timescales will be communicated in advance.

6.4 Responsibility for products

Products become your responsibility once collected or delivered.

6.5 Ownership of products

Ownership of products transfers to you once full payment has been received.

6.6 Suspension of services or products

We may suspend services or supply where:

  • payment remains overdue;

  • required information is not provided;

  • legal or regulatory restrictions apply;

  • abusive behaviour occurs.

 

7. Your Responsibilities

You agree to:

  • provide accurate information about your pet;

  • provide accurate contact details;

  • inform us of any previous medical history where relevant;

  • follow veterinary advice and medication instructions;

  • ensure your pet can be handled safely;

  • behave respectfully towards our team.

You remain responsible for decisions relating to your pet’s care.

 

8. Price and Payment

8.1 VAT

All fees include VAT where applicable.

8.2 Payment terms

Payment is generally due:

  • at the time of consultation;

  • before discharge of hospitalised animals;

  • before collection of medicines or products;

  • immediately upon receipt of invoices unless otherwise agreed.

We may accept payment by:

  • debit card;

  • credit card;

  • cash;

  • bank transfer where agreed.

8.3 Overdue accounts

We reserve the right to:

  • suspend services;

  • withhold further supplies;

  • refer unpaid accounts to debt recovery agencies;

  • charge reasonable recovery costs and interest on overdue balances.

 

9. Pet Insurance

9.1 Responsibility for payment

Clients remain responsible for all fees regardless of insurance status.

9.2 Direct claims

Where we agree to submit direct insurance claims:

  • this remains subject to insurer approval;

  • excesses and non-covered costs remain payable by you;

  • if the insurer declines payment, you remain fully responsible for all fees.

We reserve the right to withdraw direct claim facilities.

 

10. Vaccination Reminders

While we may provide vaccination reminders as a courtesy, responsibility for maintaining your pet’s vaccination status remains with you.

 

11. Professional Standards

We will provide veterinary services in accordance with applicable laws, professional obligations and Royal College of Veterinary Surgeons (RCVS) standards.

 

12. Emergencies and Out of Hours Care

12.1 Emergency services

Emergency and Out of Hours services may involve additional fees.

12.2 Third-party emergency providers

Where emergency services are provided by a third-party provider, separate terms may apply.

12.3 Hospitalisation

If your pet requires hospitalisation, fees will apply for monitoring, nursing care, medications and associated treatment.

 

13. Referrals and Second Opinions

We may recommend referral to specialists or external providers where clinically appropriate.

By proceeding with referral, you consent to us sharing relevant medical records and contact details with the referral provider.

 

14. Medical Records and Data

14.1 Ownership of records

Clinical records, radiographs, scans and laboratory results remain the property of NorthPaw Vets Ltd.

Copies may be provided to another veterinary practice upon request.

14.2 Use of clinical information

We may use anonymised or pseudonymised clinical information for:

  • audit;

  • quality improvement;

  • training;

  • clinical research.

14.3 Personal data

We process personal data in accordance with our Privacy Policy and UK data protection legislation.

 

15. Complaints and Behaviour Standards

15.1 Complaints

If you have concerns regarding our services, please contact us as soon as possible.

Complaints may be submitted by email or in writing.

We aim to investigate complaints fairly and respond within a reasonable timeframe.

15.2 Behaviour towards staff

We operate a zero-tolerance policy towards:

  • aggression;

  • threats;

  • abusive behaviour;

  • harassment;

  • discriminatory conduct;

  • abusive social media activity directed at our team.

We reserve the right to terminate the professional relationship where such behaviour occurs.

 

16. Changes to Services or Terms

We may update these terms or our services to:

  • reflect changes in law;

  • reflect regulatory requirements;

  • improve our services;

  • respond to clinical or operational needs.

Updated versions will be published on our website.

 

17. Your Rights to End the Contract

You may end your contract with us at any time.

However, you remain responsible for payment for:

  • services already provided;

  • products already supplied;

  • any outstanding balances.

Certain products, including medicines and hygiene-sealed products, may not be eligible for return.

 

18. Our Rights to End the Contract

We may terminate our professional relationship where:

  • accounts remain unpaid;

  • abusive behaviour occurs;

  • trust between parties breaks down;

  • you fail to provide necessary information;

  • continued treatment is not clinically or professionally appropriate.

Outstanding fees remain payable.

 

19. Liability

19.1 Our responsibility

We are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill.

19.2 Limitations

We are not responsible for:

  • losses that are not foreseeable;

  • losses caused by failure to follow veterinary advice;

  • losses caused by inaccurate information provided by you;

  • indirect or business-related losses.

Nothing in these terms excludes liability where exclusion would be unlawful.

 

20. Personal Information

We will only use your personal information in accordance with our Privacy Policy.

We may share relevant information with:

  • referral practices;

  • laboratories;

  • insurers;

  • debt recovery agencies where necessary;

  • regulatory authorities where required.

 

21. Intellectual Property

All intellectual property rights relating to our branding, website, documents and materials remain the property of NorthPaw Vets Ltd unless otherwise stated.

 

22. Other Important Terms

22.1 Transfer of rights

We may transfer our rights and obligations under these terms to another organisation.

22.2 Nobody else has rights under this contract

These terms apply only between you and NorthPaw Vets Ltd.

22.3 Severability

If any part of these terms is found to be invalid or unenforceable, the remaining provisions remain in effect.

22.4 Delay in enforcement

Any delay in enforcing our rights does not waive those rights.

22.5 Governing law

These terms are governed by English law.

Any disputes shall be subject to the jurisdiction of the courts of England and Wales.

Contact Information

NorthPaw Vets Ltd
Unit 3, St Cuthberts Walk
Chester-le-Street
County Durham
United Kingdom

Telephone: 01913037377
Email: info@northpawvets.co.uk
Website: www.northpawvets.co.uk

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