• info@cheltenhamequinevets.co.uk

  • 01242 806772
  • Emergency numbers if you can't get hold of us via the main practice number : Emma Travis 07795 380009. Lindsay Brazil 07773 428122

Terms and Conditions of Business

Thank you for entrusting the care and attention of your horse to Cheltenham Equine Vets. 

These are the terms under which we offer all our clients Veterinary services. Please be aware that by requesting our veterinary services and by registering your horse, pony or donkey with us, you are agreeing to abide by these terms and our privacy policy. These Terms and Conditions shall apply to all matters that we handle on your behalf.

Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation or clarification if required. 

Privacy Policy

This is available on our website

Fees and Payment Terms

Payment is due within 7 days of the date of the invoice (with the exception of Direct insurance payments: see below)

All fees and drug charges are subject to VAT at the current rate (with the exception of equine supplements which are not subject to VAT). 

Fee levels are determined by the time and expertise spent on a case and according to the drugs, materials and consumables used. Visit charges are calculated on the distance travelled from the surgery.

You will receive a detailed invoice for every consultation, surgical procedure or transaction with us. 

Prices for consultations and routine procedures are available upon request. 

Methods of payment 

You may settle the account using:

  • Cash
  • Cheque 
  • Credit or debit card – Maestro, MasterCard, Visa 
  • Bank transfer

We accept payment in Pounds Stirling (GBP)

Debt Collection Process

For non insured, or indirect claims, our debt collection process is as follows:

  • at 7 days, a polite reminder by email, post or telephone
  • 21 days +, debt letter 1 by email or post
  • 7 days after letter 1, letter 2 is sent
  • 14 days after letter 2, letter 3 is sent.

At the point at which we send letter 3 we will add a 2.5% increase in invoice value and a £28 administrative fee.
If payment is still outstanding 7 days after letter 3 Court proceedings will be initiated to recover the debt.

Estimate of Treatment Costs

Whenever possible we will provide you with an initial estimate of the likely cost of the proposed treatment and this will be a guide only as  an illness will not follow a conventional course. However, during the course of the proposed treatment additional treatment may be and we will use reasonable endeavours to provide you with an updated estimate. Please make the veterinary surgeon in charge of the case aware if costs are a major concern or if you have a budget.

New Clients and Payment Terms

New clients are expected to pay at the time of treatment for the first 3 months. 

Overdue Payments

It is practice policy to accommodate and co-operate with our client whenever possible. However, if payment is not made in accordance with our terms or if any special agreements are not honoured, all bad debts will be referred to our Debt Collection Agency and / or the County Court for recovery. Any cheque returned by our bank as unpaid, and credit card payment not honoured will result in the account being restored to the original sum with further charges added in respect of bank charges and administrative costs.

We may suspend our services for non-emergency treatment until payment is made.

Inability to Pay 

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with the Veterinary Surgeon at the time of the consultation or prior to treatment.

Insurance for Veterinary Fees

Cheltenham Equine Vets LLP strongly supports the principle of insuring your horse against unexpected illness or accidents. Please ask for details about insurance from any member of staff. 

Please note that the owner of the horse will remain liable for the payment of all fees unless and until we receive settlement in full from the insurer and we reserve the right to obtain payment from you, the owner, while a claim is made. If we do not receive payment from the insurance company within 30 days of requesting payment, we reserve the right to request payment from the owner. While we will provide all accurate information required in expediting any claim, we cannot negotiate with any insurance company.  If an insurance claim is unsuccessful the owner will be expected to pay any costs associated with the care of their animal.

Invoices for Insurance Claims

Even if an invoice relates to an insurance claim and the practice has agreed to forward it to the insurance company, the practice will still send the invoice to the owner as it is important that you know what is being claimed for and keep track on the amount of vets fees being claimed to ensure that they do not exceed the maximum amount claimable.

We require payment of the excess as soon as possible, following which the insurance company will pay the balance.

We charge an insurance processing fee (£28) for all claims where the Insurance company pays us directly. We also require payment of the insurance processing fee at the start of the claim.

Refund Policy

We are able to issue refunds or credit notes on services supplied by the practice if they have been invoiced erroneously. These will be considered on a case by case basis and you should contact the practice by telephone or email and discuss with the office manager or one of the partners if you think that a refund is required.

Refund for Returned Medications and Supplements

If you have purchased medications or supplies from us and you have had them in your possession, we are unable to take them back for a refund. This is due to the uncertainty of how drugs have been stored and handled. We are not then able to re-sell such items. However, we can assist with the safe disposal of medication that is no longer needed, further details are available from our practice staff.

Please note your statutory rights remain unaffected.


We remind you that it is your responsibility to ensure that all vaccinations and boosters for your horse are kept up to date.

We do send reminders as a courtesy gesture, but the owner is responsible for verifying the reminders against the vaccination record in the passport. 


All horses, ponies and donkeys are required to have horse passports which must be available for Practice Staff to check and we strongly recommend that passports should be signed by the owner to confirm that the animal is not going for human consumption.


From 1st October 2020 all horses in England must be microchipped


You may obtain prescription only medicines, Category V (“POM-Vs”) from the Practice or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. We charge a Prescription charge for this, unless you are a member of our Horse Health Plan.  We can only prescribe POM-Vs for animals under our care. This means that we need to re-assess animals periodically. The time frame for re-examine is dependent on the condition for which the medication is prescribed, and is to be advised by the treating veterinary surgeon. There is a charge for re-examination unless we have seen the animal for routine vaccination or other examination within the required time frame for re-assessment,. We perform health checks at the time of routine vaccinations.

We require at least 48 hours’ notice for any requests for a repeat or written prescription. 

Our Team

We are committed to providing a work environment that is free from adverse behaviour or abuse and we will not tolerate any behaviour which is contrary to this.  If our team reasonably believe that you are acting in an inappropriate manner we reserve the right to suspend the provision of our services and if necessary contact the relevant authorities to ensure the safety and security of our staff, other clients, animals and property


We hope that you never have recourse to complain about the standards of service received from Cheltenham Equine Vets.  However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a Practice Manager or Partner. 

If we are unable to resolve your complaint you may complain to: The Royal College of Veterinary Surgeons, Horseferry Road, London. We will co-operate fully with any investigation the RCVS may undertake.


As a client of Cheltenham Equine we may, from time to time, send you relevant and carefully selected marketing literature and newsletters, either by post or email. We will NEVER give your details to external companies for such marketing. If you would prefer for us NOT to send you such information please contact us to request you do not receive any such literature.

Ownership of Radiographs and Similar Records 

The care given to your animal may involve doing 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 and retention of the resulting record, for example a radiograph, will remain with Cheltenham Equine Vets LLP. Similarly, case records are also the property of the practice.

On request from another veterinary surgeon taking over the case copies and a summary of the history will be passed to them following client authorisation.

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

November 2023

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