Terms and Conditions 

These terms set out the contract established between Love Street Vets and yourself as our client. We recommend that you print and retain a copy for future reference. By registering with us, buying services through our website, or requesting us to provide any veterinary service to you, you agree to accept and abide by these terms. If you do not agree to these terms, you must not buy veterinary products or services from us. If you have any queries regarding these terms of business, please contact us.

THE TERMS
Love Street Vets is registered in Scotland with registration number SC582285. The registered office is 21 Caledonia Street Paisley PA3 3JG. Our registered VAT number is 242076233.
You may contact us via post, email or phone – all details can be found on our website
We may contact you via post, email or phone using details provided when you register with us
We will require information from you to enable us to carry out treatments for your pet. If you do not provide this information within a reasonable time we will not be liable for any delay in carrying out services or injury or death of an animal as a result
These terms will be emailed to you upon registration, and are available at any time on our website
Our opening times are available on our website. You can contact us by email to  or by telephone  0141 889 3010.

VETERINARY SERVICES
Our Veterinary Surgeons and Registered Veterinary Nurses are all qualified and carry out the care of your pet in line with their relevant RCVS codes of conduct. Whilst your pet is in our care we aim to provide a high standard of care following RCVS guidance. Our practice is registered to provide training for Veterinary Students and Student Veterinary Nurses and therefore some consultations, treatments and procedures (or parts thereof) may be carried out by a Veterinary Student or Student Veterinary Nurse, under the direct supervision and guidance of a qualified Veterinary Surgeon, in line with the requirements of the RCVS. Some services will also be carried out by a suitably qualified person under the direction of a veterinary surgeon.
Consultations are by appointment. It is our policy to request a non refundable deposit to secure a consultation appointment. If you do cancel your appointment within 4 hours or fail to notify us of non attendance we reserve the right to charge a full consultation fee.
Veterinary services will usually be provided to you at our premises 21 Caledonia Street. We may also provide services at other premises such as your home, or at other specialist facilities. You must comply with health and safety instructions given by any other premises we use, and you are responsible for any belongings left at those premises. Where services are provided at home, you are responsible for making sure that the premises are safe and accessible by our staff. Additional costs will be incurred, and you will be provided with an estimate of fees when booking home visits. We cannot guarantee to be able to provide home visits, but will always endeavour to where appropriate.
We will provide veterinary services to you during our normal business hours. We do not have the facilities or resources to provide overnight care. Should further treatment beyond our opening hours be required…
Emergency services will be provided to you by ourselves, or by referring you to Emergency Vets Glasgow or Vets Now, Glasgow. By registering with us and requesting our veterinary services, you are accepting that your pets may need to be seen by the vets at these establishments outside of our business hours.
Please note that, where your pet needs to be transported from your our practice to an out of hours provider for overnight care, you will need to arrange and be responsible for any such transportation unless otherwise agreed by us
You are responsible for making and attending appointments, via phone/email/our online booking system. We cannot guarantee that appointments will be available at your desired time. We reserve the right to refuse veterinary treatment if you arrive without an appointment, or arrive late for your booked appointment.
The supply of veterinary services will normally be agreed with you following an initial consultation and in advance of further treatment. Where possible the Practice will provide you with an estimate regarding the likely costs of the course of treatment. In an emergency the Practice can provide such veterinary services which are deemed reasonably necessary, in the professional judgement of the veterinary surgeon involved, without first agreeing a treatment plan or cost.
We offer appointment, vaccination and treatment reminders as a courtesy. It is your responsibility to remember to ensure your pet receives medication, preventative healthcare or  vaccinations.
Estimates may be provided verbally during a consultation or in writing by email. All estimates given can be subject to amendment. The changes will depend upon a range of factors including, but not limited to, complications during treatment, patient response and any supplemental treatment(s) which may become necessary. We will endeavour to keep you informed of increased charges. In the event of an emergency and at the professional discretion of the relevant veterinary surgeon acting in the best interest of your pet we may have to provide treatment without a detailed estimate.
You may obtain prescription only medicines, category V (POM-Vs) from Love Street Vets, or ask for a written prescription and obtain these from another veterinary surgeon or pharmacy. We are only able to prescribe POM-Vs for animals under our care – this is defined as having been recently physically examined by our governing body. A written prescription may not be appropriate where immediate treatment is necessary. Prescription charges will apply if you request a written prescription and purchase the medication elsewhere. Animals requiring repeat prescriptions will need to be examined periodically, and the period varies depending on the case. Usually the maximum time between examinations is 6 months. There is a charge for re-examinations.

SUPPLY OF PRODUCTS
We are unable to refund or exchange any unused medication once it has left the premises.
In certain circumstances, where no alternative is available, we may use or prescribe medications which are not licensed for veterinary use. We may ask you to sign a consent form when prescribing such medications.
You agree that all products must only be used in accordance with the instructions supplied with them or issued verbally by the veterinary surgeon or other member of staff providing the product. If you have any questions or concerns regarding the use of any product, you should consult the veterinary surgeon or other relevant clinical staff

CONSENT
We will normally agree on a treatment plan during an initial consultation, and wherever possible we will obtain your consent before carrying out any procedure or treatment. You will be required to sign a consent form for this purpose. In exceptional circumstances, where deemed necessary by veterinary staff, we will take all reasonable steps to obtain your prior consent. However, you acknowledge and consent that we are authorised to take all steps deemed reasonably necessary by veterinary staff to ensure the welfare of your animal, and that you are responsible for any costs incurred in taking such steps, whether or not your prior consent has been obtained. We will provide you with full details of treatment provided as soon as is reasonably possible.
We can accept and rely on instructions and information given by your representatives, for example a family member, pet sitter or kennels presenting your pet to us. We reserve the right to refuse to accept instruction from them, such as if they are under 18 years old or we reasonably believe they are not authorised to represent you. We may require proof that they are authorised to represent you. You can email us to let us know who is authorised (or not authorised) to represent you should you wish

SECOND OPINIONS AND REFERRALS
You are free at all times, at your own cost, to seek or request a second opinion concerning any veterinary services that we have provided
We will not be responsible for any delays outside our control, but will always contact you as soon as possible to let you know and take steps to minimise any further delay
Your animal’s medical records, including x-rays, test results, ultrasound images are our property. You may request a copy of your animal’s medical records to be sent to another veterinary service provider, by emailing or phoning us. We will process your request in a reasonable period of time. We may request that you pay any fees outstanding to us before doing so.
Where your vet advises that your pet should be seen at a Referral Centre or other veterinary practice, or if you decide that you wish for your pet to be seen for a second opinion, consent will be required to enable us to release your pet’s clinical records to the new hospital or practice and support a smooth transition for the veterinary care of your pet.
We understand that there may be some emergency circumstances where this may not be appropriate. In some emergency situations we are therefore able to accept verbal instructions in place of a signed third party consent form from the registered owner of the pet only. Please note that the acceptance of verbal instructions will be at the discretion of the practice and we cannot guarantee that verbal instructions will be accepted.
We reserve the right to decline to supply veterinary services at our discretion.

FEES
Our standard prices are displayed on our website and available in the practice and are subject to review from time to time without notice. If you require more information on prices of standard procedures, or estimates for non-standard procedures, please contact us and we will be happy to assist with further information or an estimate.
You will be required to pay for any treatments on the day on which they are carried out or may be asked to make prepayment or deposit in advance ( see below for particulars). All invoices must be settled in full on receipt of the invoice. At our Practice’s discretion, a delay to full payment for your pet’s treatment may be agreed for such reasonable period as the Practice may determine but you remain liable in full for all invoices and all sums at the end of this extended payment period and the Practice is under no obligation to offer this.
Where any payment remains outstanding for over 28 days, we reserve the right pursue standard debt collection process including the instruction of debt collectors.
In the event that any invoice or other sum owed by you is not paid when due then, without prejudice to any other remedies available, the Practice may at any time:
1) Stop non-critical treatments or the provision of non-critical medicines (or such other goods as the Practice deems appropriate and of a non-critical nature); and.
2) Add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees).
At the Practice’s discretion a client may be required to pay up front or on account for services and goods (including medicines)
To secure booking, you will be required to make a pre-payment which may include an amount which will be treated as a deposit (as notified by us) for the appointment, consultation, surgical procedure or other such fee. Where pre-payment is required your booking will not be confirmed until this payment is received. The payment will be taken at the time of booking the appointment either in practice, on the telephone by card, or via a digital payment link. Once booking is confirmed a receipt will be sent to you via email or a hard copy can be obtained. In order to have the deposit refunded or reallocated to an alternative appointment you are required to give reasonable notice of cancellation not less than four hours of the appointment time.
You will not be entitled to a refund of the deposit or be able to transfer the deposit to another appointment if you fail to attend the original or re-booked appointment or if you fail to provide the required notice as set out above. If the practice needs to rearrange or cancel your appointment, the deposit will be reallocated or refunded as appropriate.
We reserve the right to charge a set fee for missed appointments at our discretion
If you are unable to pay for veterinary services then the Practice will only be obliged to fulfil the minimum legal responsibilities and professional obligations in respect of your pet.

INSURANCE
Should you have insurance in place your Practice may be able, subject to eligibility under your policy and pre-authorisation, and subject to your Practice’s approval, to make a claim and accept payment directly from your pet insurers in the first instance (“direct insurance claim”). In this instance you will be required to pay the excess along with any co-payments and any amounts which fall outside the insurance scope to your Practice on the day. Your insurer will then pay the rest though the direct insurance claim. Please always check your policy documents for full details of your cover, as you may be liable to pay other amounts, e.g. an excess or amounts not covered by your policy. In addition, your Practice may, at their discretion, charge an administration fee for processing any direct and indirect claims with your insurer.
Should your insurer refuse your claim, or in instances where there is no response from the insurer within 28 days, or where the insurer incorrectly pays you instead of your Practice, you will remain liable for all costs incurred. Your Practice will inform you of this and you will have to settle the outstanding amount in line with the normal payment procedures.
The practice must authorise any direct claims prior to the onset of treatment.
Should you not inform the Practice then you will become liable for the fees following treatment and in accordance with the normal payment procedures this will need to be settled at time of treatment. The insurance claim will then need to be made with the insurance provider paying you directly.

COMPLAINTS HANDLING PROCEDURE
We hope that the high standards we aspire to mean that you will never have a complaint about the service and care your pet receives. We welcome feedback from our clients about the service they receive, whether this is positive or negative, and therefore any comments you have are appreciated. Your comments help us to continually work to improve the client experience and service you receive.
If you do have any comments or feedback the best place to start is with the vet, or the practice manager. If you are raising a complaint, then this should be put in writing and sent by email or post to us at our registered address. This should contain all details and evidence relating to your complaint. We will then acknowledge your complaint within 5 working days and provide a full written response within 21 working days following an investigation.
If we have not been able to successfully resolve your complaint, you may wish to escalate it to our professional regulator, the Royal College of Veterinary Surgeons (RCVS). There are two options:
1. The RCVS mediation service: https://www.vetmediation.co.uk/
2. The RCVS direct complaint link: https://animalowners.rcvs.org.uk/concerns/i-want-to-raise-a-concern-about-a-veterinary-surgeon/
You may also escalate your complaint via the civil courts.
We take a dim view of threats of complaints via social media used as a coercion method, or actual complaints via social media rather than through constructive channels as described above. That would constitute a breach of our expectation of client behaviour, and find you de-registered from our practice in all but exceptional circumstances.

OUR STAFF
We fully understand and appreciate that seeking veterinary treatment for your pet can be stressful and worrying. We have a zero tolerance policy against offensive, violent or aggressive behaviour
We reserve the right to decline to supply veterinary services, to ask you to leave the premises, and to terminate our contract with you if you or any person connected with you engage in such behaviour (whether in our practice, on the phone, via email or via our website or social media sites)
You can end your contract with us at any time. When your contract ends, you are responsible for collecting your animal from us and paying any outstanding bills. We recommend that you register your animal with another veterinary practice from the date your contract ends, we are not responsible for arranging this for you. If you wish to end your contract with us, please let us know via email (one registered with us) or post.
We may end the contract with you if you break any terms of the contract, do not make payment to us within 7 days of us reminding you that payment is due, or fail to provide information necessary for us to provide veterinary services within a reasonable timescale of us requesting such information. We may end the contract for other reasons, and will under these circumstances provide 30 days notice.

LIABILITY
If we fail to comply with these terms, we are responsible for any foreseeable loss or damage you suffer as a result of our breach or failing to use reasonable care and skill. We are not responsible for any loss or damage that is not foreseeable.
We supply products to you for domestic and private use only and are not liable for business losses. Our website and promotional / social media material is for general information purposes only and does not constitute advice. We endeavour to provide accurate and true information at the time of writing; however we can give no guarantee or assurance regarding the accuracy of any content. If you are unsure, please contact our vets.

INFORMATION
You will be required to provide the following information when registering your pet:
i. Full name – Owner;
ii. Pet’s name;
iii. Full postal address;
iv. Contact telephone number;
v. Contact email address;
vi. Insurance details (if applicable)
vii. Microchip details (if applicable)
viii. Country of origin (if applicable)
We will hold this information in accordance with our privacy policy and all other relevant data protection legislation.
We will use the personal information you provide to us to:
provide veterinary services and products;
process your payments
inform you about the products and services that we or selected third parties provide, but you may stop receiving these at any time by contacting us.
Should you have any questions or concerns about our use of your personal information, please contact our Practice Manager.
Client and patient records are kept in accordance with our Privacy Policy, our Privacy Policy can be found on the website www.lovestreevets.com

OWNERSHIP OF CLINICAL RECORDS
Your pet’s clinical records including case notes, laboratory results, radiographs and similar documents are the property of -Spogan Beaga Ltd trading as Love Street Vets and will be kept under the terms of the General Data Protection Regulation (2018). Copies of clinical records will be given on request to another veterinary surgeon taking over your pet’s care, as for example in the case of a specialist referral. Clinical notes will also be given to insurance companies on their request, as this is part of your contract with the insurance company. Please also read our Privacy/GDPR policy for more details (available on our website, or from reception on request)

OWNERSHIP OF RADIOGRAPHS AND ULTRASOUND IMAGES
The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph or an ultrasound image, remains with the practice.
 
TELEPHONE CALL RECORDING
We record telephone calls for training and monitoring purposes. Our telephone service provider securely stores the audio files for 30 days, at which point they are deleted. The files are only accessible to authorised persons. If you are making a payment over the phone, the recording is manually paused to prevent us from recording your card details. We do not store your card payment details at any point. 

Please inform us at the start of the telephone call if you do not wish for the call to be recorded. There may be situations where we need a record of the conversation, and we may then terminate that telephone call and request written correspondence instead, or witnessed verbal correspondence.

PATIENT PHOTOGRAPHS AND VIDEOS
Photographs and videos of your pet or their condition may be obtained and occasionally used for education and marketing purposes. Please let us know if you do not wish for this to happen.

DISCLAIMER
The information contained on our website, and in these terms and conditions, is intended for information and reference purposes only. Whilst we take every care to ensure that the information is accurate and complete, it should not be relied upon as a replacement for seeking advice from a qualified veterinary surgeon. Love Street Vets do not accept liability whatsoever of any kind for the information contained in our website or for any assumed pet care, diagnosis or treatment made from the information given.

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If you have any questions about any aspects of our policy please feel free to get in touch.

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