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Terms & Conditions

Terms & Conditions


Thank you for entrusting the care of your pet to Molly and Max Veterinary Practice. This details our Practice Terms and Conditions. Some aspects of the Terms and Conditions may not be relevant to you and we request that you ask for further explanation/clarification if required.


Consultations are normally arranged by appointment only. Emergencies during normal opening hours will always be seen as soon as possible, however such clients are asked to telephone the practice for immediate advice and to advise us that you are on your way.

Out of Hours Service

We do not generally have staff on the premises overnight. However, if your pet is hospitalised overnight, we will discuss with you the level of supervision required to be provided, based on your pet's condition. In some cases we may refer your pet for overnight intensive care.


All fees, diet and drug charges are subject to VAT at the current rate. Charges are determined by the time spent on a case and according to the drugs, materials, consumables and diet used. Our written fee list is available upon request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.

Methods of Payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets (as applicable). You may settle the account using:

  • CASH
  • CREDIT/DEBIT CARD - Switch, Solo, MasterCard, Visa, Delta
  • CHEQUE with current Banker card and two forms of ID, one of which is photo-ID and the other showing your name and address (must be less than 2 months old).

Estimates of Treatment Costs

We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate - pets' illnesses may often not follow a conventional course. We will do our best to contact you if the actual cost rises more than 10% above the estimate or on a daily basis if your animal is hospitalised to keep you informed of accrued costs. Clients are asked to ensure that their contact details are up to date and that they are readily available to be contacted by the practice.

Terms of Business

Should a request for a deferred account be granted, an additional accounting fee in respect of administrative costs will be incurred. Should it be necessary for reminders to be sent, further charges will be incurred. At our sole discretion, such additional charges may be reduced if payment is made promptly. After due notice to you, overdue accounts may be referred to a debt collection agency and further charges will be levied in respect of costs incurred in collecting the debt including, but not limited to, without limitation, production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our bank as unpaid, credit card payment not honoured and cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.

Inability to Pay

If, for any reason, you are unable to settle your account as specified, we ask that you discuss the matter as soon as possible with a member of staff. Please note that installments or part- payments of any account may only be sanctioned by the express authority and at the discretion of Ella Massy-Greene (Practice Principal). If you are currently receiving benefits, we will be able to direct you to charitable providers of veterinary care.

Pet Health Insurance

Molly and Max Veterinary Practice strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about pet insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your insurance company.

Complaints and Standards

We hope that you never feel the need to complain about the standards of service received from Molly and Max Veterinary Practice. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to Ella Massy-Greene, Practice Principal, either by email (ella.mg@mollymax.co.uk) or mail (4 Heathmans Rd, Parsons Green, London, SW6 4TJ).

Ownership of Records

Case records and similar documents are the property of and shall be retained by Molly and Max Veterinary Practice. Copies, together with a summary of the relevant history, will be forwarded on request to another veterinary surgeon. We may charge a fee for this service.

Ownership of X-rays and Similar Documents

The care given to your animal may involve making some specific investigations, for example taking x-rays or performing ultrasound scans. Even though we charge for carrying out these investigations and interpreting their results, ownership of the resulting record remains with the practice. We will provide copies of records of investigations at your request. A fee may be charged for such copies.

Prescription Policy

We are happy to provide a prescription for your pet's medication on request. A fee will be charged for prescriptions issued. Prescription only medicine for pets on continual medication will be supplied for 3 months. After this period the case will need to be re-assessed by the consulting veterinary surgeon and your pet may need to be re-examined.
Under certain circumstances, we are required to provide a prescription that only allows supply of a drug for a limited amount of time. Such circumstances will depend on your pet's condition and the type of drug prescribed.

Drug Return Policy

We will accept return of unused drugs for disposal at no cost. However, we are unable to reimburse you for any unused drugs, as such drugs must be destroyed and cannot be re-used or re-sold to other clients.

No addition to or variation of these terms and conditions will bind the practice unless specifically agreed in writing and signed by the Practice Principal. No agent or person employed by, or under contract with, the Practice has the authority to alter or vary these conditions in any manner.

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