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Terms and Conditions

Please read these carefully

Effective Date: 14/7/2025
Practice Name: Nova Veterinary Centre
Registered Address: Unit 6c NiPark, Newport, Shropshire TF10 9LH
Phone: 01952 446456
Website: www.novavets.co.uk

  1. General

These Terms & Conditions govern all sales of goods and services by Nova Veterinary Centre (“we”, “us”, “our”) to the client (“you”, “your”). By requesting our veterinary services or purchasing products, you agree to be bound by these terms.

  1. Fees & Payment
  • All consultation, treatment, surgery, and medication fees are payable at the time of service or collection unless agreed otherwise in writing.
  • We accept payment via: cash, personal visa and MasterCard only and approved insurance direct claims (subject to prior arrangement).
  • Estimates are available on request and are valid for 30 days. Please note that treatment costs may vary depending on clinical developments.
  • We reserve the right to collect any debt accrued through a 3rd party debt collector.
  1. Insurance
  • It is your responsibility to ensure your pet’s insurance is active and suitable for the condition or treatment.
  • Direct claims may be available by prior agreement, subject to insurance approval and a signed claims consent form.
  • A fee will be charged for direct claims per condition.
  • All excess fees and non-covered costs must be paid by you.
  1. Prescriptions & Medications
  • Written prescriptions are available upon request and may incur a fee.
  • Prescription medications are only dispensed following a consultation or valid clinical assessment.
  • Medications and consumables are non-returnable once dispensed unless defective or faulty.
  1. Appointment & Cancellation Policy
  • Please arrive promptly for your scheduled appointment. Late arrivals may need to be rescheduled.
  • We kindly request a minimum of 24 hours’ notice to cancel or rearrange appointments.
  • Missed appointments may incur a cancellation fee.
  1. Returns & Refunds
  • Retail items (toys, accessories, food) may be returned within 14 days of purchase if unused, in original packaging, and with proof of purchase.
  • Returns are not accepted for perishable or opened goods unless faulty.
  • Refunds for cancelled services may be issued in line with clinical discretion and timing of cancellation.
  1. Ownership of Records
  • Clinical records remain the property of Nova Veterinary Centre but copies can be shared with clients or other veterinary professionals upon request.
  • We may charge a fee for administrative tasks such as duplicate certificates or extended reports.
  1. Liability
  • While every care is taken, Nova Veterinary Centre is not liable for any indirect or consequential loss, or for injury caused by the actions of animals under your care.
  • We accept no liability for any damage caused by failure to follow medical advice or post-treatment instructions.
  1. Behaviour & Safety
  • Owners are responsible for keeping their pets under control and safe while on the premises.
  • We reserve the right to refuse service in the event of aggressive or abusive behaviour toward staff or other clients.
  1. Complaints
  • We aim to provide exceptional service. If you’re unhappy, please speak with a member of the team or email us at reception@novavets.co.uk.
  • Formal complaints will be acknowledged within 5 working days and investigated promptly in accordance with RCVS guidelines.
  1. Changes to These Terms

We reserve the right to update these Terms and Conditions from time to time. The current version will always be available on our website and at reception.

By using our services or purchasing from us, you confirm that you have read, understood, and agree to these Terms & Conditions.