Terms & Conditions.
By accepting our services and/ or purchase of any goods, you are agreeing to abide by Tyndale Vets Ltd terms and conditions, as stated below.
Surgery Opening Times
Monday to Friday: 8.15am - 5.30pm
Saturdays: 8.30am - 12.30pm
Emergency Cover
Tyndale Vets provides emergency and out of hours care 24 hours a day, 7 days a week, 365 days a year. If it is outside of office hours, simply call our regular practice number, and your call will be directed to our call handling service. They will promptly contact the on-call vet, who will return your call as soon as possible.
Fees and Charges
All our fees and drugs charges are subject to VAT at the standard rate, excluding items that are zero rated. For each visit, you will be invoiced for a visit fee, the vet’s time, and any medicines or consumables used. There are some services, however, that are charged at a fixed rate, please contact the practice if you would like some more detail of these. Government mandated TB tests are funded by the APHA. You can request an estimate for a visit and procedures from our support staff. Our vets are also happy to address any questions or concerns during their visit.
An invoice is generated for work undertaken each month and issued at the start of the following month. You can phone to check or pay your balance at any point throughout the month.
If you require the on-call vet outside of our normal opening hours, the visit fee is slightly higher than our in-hours visit fee. The emergency visit rate is applied to any visits during the hours indicated below:
Monday to Friday: after 5:30pm each evening to 8:15am the following morning.
Weekends: after 12.30pm on a Saturday afternoon to 8.15am on a Monday morning.
Charges will also apply for the costs of running clinical samples for analysis, vet administrative time and postage costs for medicines, or other goods, if requested.
Payment Terms
A trade reference may be conducted for new clients which could be followed by a credit check. Credit will not be provided to clients with a very poor credit rating.
Invoices are issued during the first full week of every month, with payment due within 30 days of the invoice date. Our preferred payment method is direct debit, but we also accept bank transfers, credit or debit card payments, and cheques. Our banking details are included on the invoice for electronic payments.
If you are unable to settle an invoice, please contact our accounts team or one of the Practice Directors to discuss options.
If your account remains overdue for more than 90 days without an agreed payment plan, we reserve the right to take appropriate actions to recover the outstanding fees. This may include engaging third-party debt collection agencies or initiating legal proceedings. Any fees incurred by the debt collection agency will be added to the outstanding balance and we may also seek to recover any legal expenses. Please note that the use of debt collection agencies or legal proceedings may impact your credit rating.
We reserve the right to suspend the provision of further goods and/or services until all outstanding sums are paid in full. In certain cases, we may require advance payment before goods and/or services are provided. We will continue to provide emergency first aid and/or euthanasia in these instances under the RCVS Code of Conduct.
If you have any issues or concerns regarding our fees or services, please speak to our team. This must be done within 10 days of the event or receipt of the invoice. We may ask you to submit your concerns in writing, for further details please see the section below on Complaints and Standards.
Prescriptions
All veterinary practices are required to adhere strictly to current legislation. Your veterinary surgeon may only prescribe POM-Vs for animals under their care. In order to prescribe medication for your animal(s), we must have seen them within the last 12 months.
We strive to keep our medication prices as competitive as possible, including internet prices. However, you have the option to purchase POM-V medication from another source using a written prescription. Please contact our reception team who will be able to inform you of our prescription prices and procedure. Prescription charges apply only when you request a prescription from us but choose to have it filled elsewhere. Animals requiring repeat prescriptions must be re-assessed periodically by the veterinary surgeon managing the case, with re-examination intervals varying based on the clinical situation. Please provide 48 hours' notice for any repeat or written prescription requests. A charge applies for re-examinations, and details will be provided upon enquiry.
Treatment
As veterinary surgeons, our primary duty is to safeguard animal welfare. When providing treatment, we are committed to delivering appropriate and adequate care in accordance with this responsibility.
We may send reminders for important routine healthcare dates however we are not responsible if a reminder gets lost or goes unseen. It is up to you to book in any appointments, and we are not accountable if your animal becomes overdue for routine care.
Complaints and Standards
At Tyndale Vets, we aim to provide excellent customer service and care. If you ever have any concerns, please let us know so we can address them.
We hope that we can resolve any issues you may have by discussing them directly with you. However, if you would like to escalate issues further or submit a complaint, please contact our Practice Manager or one of the Directors. If we need more time to investigate, we will get back to you as soon as possible.
If you are not satisfied with the outcome, you can submit a formal written complaint. Please include the following details so we can investigate thoroughly:
Your name and address,
Relevant dates and times,
Names of staff members involved if known,
The date and time when it happened,
An outline of your complaint setting out the facts clearly in the order in which they happened,
Tell us what you have done about the complaint so far and what response you have received,
Tell us what you would like us to do.
We will acknowledge your complaint within 5 working days. If you don't receive an acknowledgement within this time, please contact us to ensure we received your complaint and check your contact details.
Our investigation may include:
Reviewing patient records, treatment, and charges
Interviewing staff
Reviewing phone logs
We aim to provide a full reply within 10 working days, outlining the outcome of your complaint.
If you are still not satisfied, you may refer the complaint to a governing body, depending on its nature, usually the Royal College of Veterinary Surgeons. We use all complaints as opportunities to improve, learning from mistakes and updating our procedures.
For any comments, positive or negative, please address them to the Practice Manager.
Persons of Responsibility
We understand that many farms have employees who will be responsible for organising veterinary treatment or advice. Therefore, we will assume unless advised in writing by yourself, that they have authority and are acting in your interest and on your behalf.
We cannot accept instructions from anyone under the age of 18 years.
It is the client’s responsibility to inform us of any persons of responsibility so that we can keep their account updated with appropriate contact details.
Health and Safety
The health and safety of our staff is very important to us and therefore we expect our clients to meet our health and safety standards. Our staff reserve the right to refuse to conduct appointments if the standards of equipment or facilities put their health at risk.
Our vets are happy to offer help and advice on livestock handling systems and facilities to ensure the safety of our staff and yourselves is not compromised.
Aggressive and Violent Behaviour
We will not accept any form of aggressive, abusive or violent behaviour towards any member of our staff.
Any behaviour that is aggressive, abusive, or violent may result in the withdrawal of our services. If applicable, such incidents will also be reported to the police for investigation.
TB Testing
Although we will endeavour to contact you to book your TB test within the testing window, it is the livestock keeper’s responsibility to ensure the TB test is booked in with us within the time window stipulated by the APHA.
Data Protection and Privacy Statement
When you register with our practice, we will collect personal data about you and, where relevant, your employees and/or agents. We will only collect data that we need to perform services, take payment or contact you such as names, contact details and possibly some financial details.
Please note that whilst we will never sell your data, we may pass your details some third parties in order to carry out our services.
For further information about your rights as a data subject, plus information about the categories of data we process, data transfers, the legal basis for our processing, and the purposes of processing, please refer to our privacy policy.
Ownership of Records
Client and clinical records, scans, lab reports and similar documents are the property of, and will be retained by Tyndale Vets Ltd. You are free to request access to your records at any point. At your request, your records may be passed to a third party, however we will require written consent.
Liability
Our liability for any claims, damages, or losses related to the goods and services we provide, or arising from visits to our practice or a property attended by our vets, is limited to the extent of our insurance coverage as detailed above. For any uninsured claims, damages, or losses, our liability will be limited to the value of the relevant goods or services.
Variation of Terms & Conditions of Business
Tyndale Vets Ltd. reserve the right to alter or amend these Terms and Conditions as necessary, and any such amendment will be published on our website.
These terms and conditions were last reviewed in March 2025.