Terms & Conditions 

Terms and Conditions of Business

Thank you for entrusting the care of your pet to White Horse Veterinary Clinic.

This section explains our terms and conditions.  Some aspects of these terms may not be relevant to you and if you require further clarification please ask.



The practice is open Monday to Saturday.  We are not open on Sundays.

Our Calne branch is open

8.30 am to 7 pm Monday to Friday

9.00 am to 1pm on Saturday

Our Lyneham branch is open

9.00 am to 7.00 pm Monday to Thursday

9.00 am to 5.00 pm Friday

9.00am to 12.00pm Saturday

Consultations are by appointment only except in the case of an emergency when we will see you as soon as possible.  In this case a call to let us know you are coming could be critical so we are expecting you.

If a home visit is required please telephone the surgery to arrange a suitable time.


All fees, diets and drug charges are subject to VAT at the current rate.  Fee levels are determined by the time spent on a case according to the drugs, materials, consumables and diet used.  The costs of prescription medicine will be supplied on request.  If you would prefer to receive a prescription at a pharmacy then this can be provided.  Please ask for the current charge for this service.  Please note all patients must be examined at least every six months before a repeat prescription can be issued and in some cases more frequently.  This is not only in the interests of your pet it is a legal requirement.  A detailed invoice for every consultation, surgical procedure or transaction with us is available on request.


Payment terms

Payment is due at the time of consultation, discharge of your pet following treatment or collection of medication and diets.

Payment may me made using debit/credit cards or cash. An itemised receipt can be provided upon payment of your account.

If an account is not settled within 7 days then a reminder will be sent and then weekly thereafter . After 6 weeks any overdue account will be passed on to our debt collecting agency. 

Any cheque returned unpaid, credit card not honoured or cash found to be counterfeit will result in the account being restored to the original balance.

Estimates of treatment costs 

We will be able to provide you with a written estimate of the cost of treatment. Any estimate given can only be an approximation and additional costs may occur during the treatment process. We will aim to discuss any additional costs with you. 


Prescriptions are available from this practice.  The current charge for a prescription is displayed in the reception area or you may ask a member of staff for this information.  You may obtain veterinary prescriptions only medicine (POM-V) from your vet or ask permission to obtain these form another vet or pharmacy.  Your vet can only supply POM-V medicines for animals under his/her care.  A prescription may not be appropriate if your animal is an inpatient or immediate treatment is needed. 

Insurance and responsible ownership

White Horse Veterinary Clinic believes in responsible pet ownership.  This includes regular appropriate vaccinations and worming for cats and dogs, regular flea control and a permanent means of identification for your pet.  Microchipping is now a legal requirement for dogs in the UK. We strongly advise this for cats as well. Please ask us for advice on microchipping.

White Horse Veterinary Clinic supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle your account and then reclaim the fees from your insurance company unless a specific arrangement has been made with Jane Lyons to authorize a direct claim. If despite an insurance claim any fees remain unpaid you must settle your account with us.


We recommend insuring you pet against any unexpected illness or accidents. 

It is the pet owner’s responsibility to settle your account and then reclaim fee's from your insurance provider. We are only able to offer a direct claim if this has had prior agreement by our practice principle. Any Direct claim will incur a £24 fee which is payable before the claim is to be processed.  It is your responsibility to pay any excess set out in your policy.


Out of hours pet care

Emergencies out of our normal working hours are dealt with by Vets Now.

This is an independent practice employed by ourselves and several other local practices to provide continuous emergency care for your pets throughout the night.  Vets Now is staffed by vets and nurses experienced in emergency medicine and surgery.  They are based in Chippenham at the Hale Veterinary Hospital at:  19 Langley Road, Chippenham, SN15 1BS

In case of emergency call our normal number 01249 812715 and you will hear a recorded message giving the Vets Now telephone number.

The costs for Vets Now are:

Out of Hours fee before 10pm: £126.50 plus consultation fee of £53

Out of Hours fee after 10 pm: £178.50 plus consultation fee of £53


Care of in Patients

This is dealt with on an individual basis.  Where continuous veterinary care is needed hospitalized animals may be transported to the emergency service where they can be closely monitored by the emergency vet.

If this is the case we will telephone you first to discuss arrangements.


Repeat examinations - if your pet requires long term medication we are legally required to re-examine your pet before we are able to prescribe more medication. This will depend on the condition of your pet but will be no more than every 6 months. The repeat examination will incur a fee.

We require a minimum of 24 hours notice for repeat prescriptions. 

We can provide you with a written prescription for your pet’s medication. This prescription will incur a fee.

We are able to accept unused medication for disposal, however, no refund can be given unless authorised by the practice principle and not been claimed for by your insurance.

Written consent

Written consent is required on admission to surgery prior to all procedures. We also require consent to provide medication for conditions or species for which they are not licensed.

Clinical records

 Case records including laboratory data, radiographs and other similar documents are the property of and will be retained by White Horse Veterinary Clinic.  Copies with a summary of the history will be passed on request to another veterinary surgeon taking over a case or a referral centre.  Case notes may be passed on to an insurance company on request as this is a stipulation of your contract with the insurance company.  We will not allow third part access to data without a client’s permission

Second opinions and specialist referrals

If you would like another opinion of your pet’s condition please ask.  We are always happy to arrange a second opinion with another vet or vets within the practice or referral to a specialist.


White Horse Vets is committed to providing an excellent standard of care and service and we hope you never have reason to complain about the standards of service received from us. However if you feel there is something you are unhappy about please let us know. Any comments that help us to improve our services are always welcome and we can only continue to offer the service you require if we receive feedback from our clients.


No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by 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 any way.