Terms & Conditions

Henlow Veterinary Centre Terms & Conditions of Business

Thank you for entrusting the care of your pet(s) to Henlow Veterinary Centre. We believe in treating pets as if they are our own and this is the foundation for everything that we do. By undertaking our services you hereby agree to the following Terms & Conditions which allow us to carry out this work. Some aspects of the terms may not be relevant to you; please ask for further explanation or clarification if required. 


It is essential for us to maintain accurate records of our clients and patients. In order to do this we will ask for information once you register with us and periodically ask you to confirm the details we hold. If your details change, please inform us so we can ensure our database is as up to date as possible. The security of your data is important to us and we comply with GDPR regulations. Our full privacy policy is available upon request.

Behavioural expectations

We are passionate about pet care and our team are dedicated to providing the highest quality care for your pets. Our staff come to work because they both love and deeply care for animals. They work hard to provide a high-quality service to both clients and patients. We aim to treat our clients courteously at all times and expect our clients to treat our staff in a similarly respectful way.

We believe that the relationship between a client and a Veterinary Practice is one that must be founded on the basis of mutual trust and confidence. We take a zero tolerance approach to any threatening, abusive or violent behaviour against any of our staff.  For full detail see our Zero Tolerance Policy.

Estimates of Treatment Costs

We will happily provide an estimate as to the probable costs of a course of treatment. However such is the nature of veterinary work that unexpected events can happen, or a pet’s illness may not follow a conventional course, meaning that costs can vary from the initial estimate. We will endeavour to inform you of any additional costs at our earliest opportunity depending on your pet’s safety. Estimates are valid for 30 days. 

Terms of Business

Any account not settled within 14 days will be sent a reminder. After due notice to you, any overdue account will be referred to our debt collecting procedure and further charges may be levied in respect of costs incurred in collecting the debt. Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered and found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of the bank charges and administrative costs. If, for any reason, you are unable to settle your account we ask that you discuss the matter as soon as possible with a member of staff. Please note that instalments, part payments and direct insurance claims may ONLY be sanctioned with the express permission of one of the directors.

Out of Hours Service

Henlow Veterinary Centre is open Monday to Friday, from 8:00am to 7:00pm and Saturday from 9am to 12:00am. We are delighted to have our own in house Out of Hours emergency team to care exclusively for pets registered at Henlow Veterinary Centre. We charge a small fee per pet per year to help provide this service. The fee is currently £25/pet/year payable at registration and then annually by direct debit.

Ownership of Records, X-rays & Similar Documents

The care given to your animal may involve making some specific investigations, for example taking blood samples, X-Rays or performing ultrasound scans. Even though we make a charge for carrying out these investigations & interpreting their results, the resulting records, clinical or otherwise, remain the property of the practice.

Control of pets while on the practice premises

Please make sure you have either a suitable lead/harness or secure box for your pet when visiting the practice. Responsibility for pet remains yours in all public areas, inside and outside the practice and any liability for accident or injury to your pet, other pets, yourself or other people, remains with you the owner. If you have a banned breed such as an American XL Bully type dog we will expect you to follow government guidelines by muzzling them.  

Return of unused drugs

We are happy to accept unused medications back into the practice for disposal only. Drugs which have left the premises are no longer fit for resale, and therefore no refund can be given. Drugs purchased from any other supplier will not be accepted for disposal or refund.

Complaints & Standards

We hope that you never feel the need to complain about the standards of service received from Henlow Veterinary Centre. However, if you feel there is something you wish to complain about, please initially try to resolve the issue with the team member dealing with your pet. If after discussion you are still dissatisfied with the outcome then please put your complaint in writing and send to the Practice Manager.

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

Car parking

We provide a limited number of carpark spaces behind the practice. Vehicles and contents are left entirely at owners’ risk.

Health Check & Vaccinations

All consultations, whether initial or subsequent, will incur a fee for veterinary professional time, as will procedures and operations. Fee levels are determined by the time spent on a case, level of expertise required, and according to the drugs, materials, consumables and diets used. All fees, food, reception sales and drugs are subject to VAT. A price list showing the cost of our most routine products and services is available on request from our reception. You can request a detailed invoice for every consultation, surgical procedure & transaction with us

Methods of Payment

Payment is expected at the end of every consultation, the discharge of your pet after a procedure & upon collection of drugs, diets & reception sales. You may settle the account using cash or credit card/debit card; MasterCard, Visa, Delta or American Express. Non-payment may result in future work being postponed, and drugs can be withheld until payment is processed. If a bill is not settled within 14 days a surcharge and any debt collection fees will be added. Additionally, we reserve the right to request a deposit before some costly procedures; this is normally 50% of the expected total bill or initial investigation.

Insured Pets

We encourage owners to have pet insurance in order to help with payment of vet’s bills, however regardless of insurance status it is ultimately your responsibility, as the owner, to settle payment of any work done on your behalf by HVC. We cannot predict if a claim will be successful or not, although we will endeavour to help you in discussions with your insurer. 

We also try to help by offering 5 weeks’ free insurance to healthy young animals however it is up to you as the owner to make sure this cover suits your needs, and there is no obligation for HVC to give this insurance out. 

We do offer the option of direct payment of claims to HVC in some circumstances. There is no obligation for us to do so and this is purely at the discretion of the directors. The owner must also pay the excess and insurance claim fee and any co-payment due. If the insurers decline the claim, or part of it, then you, as the owner, are still responsible for settling the bill with HVC. 

We make a small administration charge for the processing of any new insurance claims. When claims are ongoing we will charge this once every 6 months for the same condition.

Veterinary Care

Henlow Veterinary Centre is an RCVS Accredited Small Animal Hospital and we will endeavour to provide the highest standards of veterinary services in accordance with reasonable standards denoted in the RCVS guidelines for practice standards and the professional conduct of veterinary surgeons and veterinary nurses. Guidelines are available at www.rcvs.org.uk. Please note veterinary care may be withheld from clients who appear aggressive and abusive to staff members.


Written signed consent for procedures is required in all cases of admission to the hospital and any alterations will be agreed prior to action being taken. The person signing the consent form must be over 18 years of age, and if not the owner they take responsibility for treatment by signing the form. Consent is also required for the use of medications in species for which they are not licensed e.g. rabbits and rodents. In this case a consent form will be provided to allow this to be done without asking for specific permission in each and every separate case. This is required, as the majority of veterinary drugs are not licensed for use in small mammals, reptiles, birds, fish, amphibians and invertebrates. We must then use drugs, which have a proven activity and efficiency despite this lack of licence. Consent is also required if your pet is hospitalised in our care out of hours.

Dispensing of Drugs

Prescriptions are available from this practice. You may obtain Prescription Only Medicines, Category V, (POM Vs.) from this practice OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy; these will be issued subject to a written prescription fee. Henlow Veterinary Centre can only prescribe POM Vs. for animals under our care, or if presented with a prescription from another veterinary surgeon. You will be informed, on request, of the price of any medicine that may be prescribed for your animal. The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 3-6 months, however in many situations a more frequent examination is more appropriate. This is totally at the discretion of the veterinary surgeon managing that case, using their professional judgement. Frequency of re-examinations will be the same whether issuing the drugs themselves or a written prescription. All re-examinations will incur a consultation fee. 

If a drug is prescribed within a veterinary or nurse consultation, the medicine will be provided at the time of consult (unless we do not have it in stock). When ordering a repeat prescription we require 48 working hours’ notice. This is to allow a vet to have time to check clinical records comprehensively and to allow time for the drugs to be put up and checked. This time frame helps prevents mistakes being made. The same 48 hours’ notice is required for a written prescription.

Dr Andre Costa Pereira

Orthopaedic & Soft Tissue Expert

Andre graduated in 2011 and has been working
in the UK since 2013.

Since moving to the UK he has been working in busy hospitals, while training for his certificate in order to ensure high surgical caseload. For the past 3 years he has been the lead surgeon for a large group taking surgical referrals from the other clinics within the group.

He has attended many international congresses and courses to be up to speed with the most recent techniques and has trained with some of the best surgeons in the field.

He enjoys all aspects of soft tissue and orthopedics, but has a special interest in minimally invasive surgery, BOAS (brachycephalic obstructive airway syndrome) and traumatology.

He has a certificate in Advanced Veterinary Surgery and is an Advanced Practitioner in small animal surgery.

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