Terms & Conditions

Legal Entity: VET ER LTD

Trading As: The Sutton Vet
Company Number: 16807385
RCVS Number: 7711621
Email: info@thesuttonvet.co.uk

Last updated: May 2026

These Terms and Conditions apply to all veterinary services, treatments, and procedures provided by VET ER LTD, trading as The Sutton Vet ("the Practice", "we", "us", or "our"). They govern all care delivered at our physical clinic and apply to all appointments booked online, via email, or by telephone.

Where any inconsistency arises, the most recent version of these terms published on our website shall prevail.

We are committed to delivering clinically appropriate, high-quality, and compassionate care to your pets. These terms set out clear mutual expectations to protect your pet’s welfare, ensure transparency in our services, and safeguard the well-being of our clinical team.

1. Acceptance of These Terms

1.1 By requesting, booking, or accepting any veterinary service, consultation, or treatment from The Sutton Vet, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions. These terms form a legally binding contract between you (the pet owner, registered client, or authorised agent) and VET ER LTD (trading as The Sutton Vet).

1.2 The registration of a client, booking of an appointment, admission of a pet to our clinic, or acceptance of telephone triage constitutes full acceptance of these Terms and Conditions, regardless of whether a physical or electronic signature has been obtained.

1.3 We reserve the right to decline or discontinue services where we believe that safe, ethical, or clinically appropriate care cannot be provided, or where circumstances fall outside the scope of our clinical practice. This includes, but is not limited to, situations involving abusive or aggressive behavior towards our staff. Where we decline or discontinue care, we will fulfill our professional obligations under the RCVS Code of Professional Conduct regarding emergency care and cross-referrals.

2. Nature of Our Services

2.1 General Clinic Services

The Sutton Vet provides first-opinion veterinary care, consultations, diagnostics, routine surgery, and preventative healthcare. All services are subject to clinical prioritisation, staff availability, and appointment scheduling.

2.2 Operating Hours and Out-of-Hours (OOH) Care

Our standard clinic operating hours are published on our website and displayed at the clinic entrance. We are not a continuous 24-hour hospital facility. Outside of our scheduled operating hours, emergency and out-of-hours care for our registered clients is provisioned in collaboration with Vets Now Sutton (located in North Cheam).

If your pet requires emergency care when the clinic is closed, you must contact our OOH partner directly.
All OOH care is subject to Vets Now’s independent fees, terms, and conditions, for which you are solely responsible.

2.3 Consultation and Clinical Assessment

All clinical diagnoses and treatment plans require a physical examination of the pet by a registered Veterinary Surgeon or Veterinary Nurse. While we may provide preliminary advice or telephone triage to assess urgency, this does not constitute a definitive diagnosis and cannot replace an in-person clinical assessment. Advice given remotely is based entirely on the information you provide and may be limited by its completeness.

2.4 In-Patient Care and Hospitalisation

While we provide standard daytime hospitalisation and post-operative recovery, our clinic does not provide overnight, continuous 24-hour on-site monitoring. Should your pet require intensive, overnight, or prolonged critical monitoring, we will discuss the clinical options with you. This may involve transferring your pet to a designated 24-hour veterinary hospital or emergency facility.

2.5 Referrals and Third-Party Specialists

Where a pet’s condition requires advanced diagnostics, specialized surgery, or complex treatment beyond the scope of our first-opinion practice, we will recommend a referral to an appropriate veterinary specialist. Arrangements made with third-party referral centers are subject to their own fees and terms, which are entirely independent of The Sutton Vet.

2.6 Professional Standards

All veterinary surgeons and registered veterinary nurses (RVNs) at The Sutton Vet are registered with the Royal College of Veterinary Surgeons (RCVS). We practice strictly in accordance with the RCVS Code of Professional Conduct, current veterinary legislation, and evidence-based clinical guidelines.

3. Consent and Emergency Treatment

3.1 Informed Consent and Estimates

Before carrying out any examination, investigation, or treatment, a member of our clinical team will discuss the clinical findings, proposed options, and associated estimated costs with you. Written, digital, or verbal consent will be required prior to administering sedation, general anaesthesia, surgical procedures, hospitalisation, or euthanasia.

If you direct an authorised agent (such as a pet sitter, friend, or relative) to bring your pet to the clinic, you delegate full authority to that agent to sign consent forms and accept financial liability on your behalf.

3.2 Emergency Care and Welfare Prerogative

In critical or life-threatening emergency situations where a delay would severely compromise your pet’s welfare, and it is not reasonably practicable to contact you or your authorised agent to obtain immediate consent, you expressly authorise us to provide such emergency treatment as we deem immediately necessary to stabilise your pet or relieve suffering.

You accept full financial liability for all essential emergency treatments and medications administered under these circumstances to preserve your pet's life or prevent severe pain.
Our team will act in accordance with our professional duties under the RCVS Code of Professional Conduct regarding emergency first aid and pain relief.

4. Fees, Charges, and Payment

4.1 Clinic Fees and Pricing

Our current fees for consultations, routine surgeries, procedures, and preventative care are published transparently on the Prices Page of our website and are available upon request at our reception desk.

Urgent / Unscheduled Fees: Appointments requested urgently without a prior booking during regular clinic hours may be subject to an enhanced triage fee, as outlined on our current pricing schedule.
Out-of-Hours (OOH) Fees: Any emergency care provided outside our standard operating hours by our OOH partner (Vets Now Sutton) is subject to their independent fee structures, premium rates, and payment terms, which are payable directly to them.

4.2 Estimates and Variable Costs

We will always aim to provide a cost estimate before initiating significant diagnostics, surgeries, or treatment plans. However, clinical situations—especially emergency presentations—can be highly unpredictable. If your pet's condition deteriorates or changes significantly, additional treatments, diagnostics, or medications may be required immediately to prevent suffering, deterioration, or death. You accept responsibility for all clinical fees incurred in the best interest of your pet’s welfare.

4.3 Payment Timing and Settlement

All fees must be settled in full at the time of service, treatment, or upon the discharge of your pet from the clinic. We do not offer retrospective billing or payment accounts.

Payment can be made via credit/debit card or bank transfer.
We reserve the right to request a deposit or part-payment in advance before admitting a pet for surgery, complex procedures, or daytime hospitalisation.

4.4 Incomplete or Aborted Consultations

If a consultation or planned procedure cannot safely proceed due to extreme patient behaviour, unsafe handling conditions, or an owner's refusal to comply with recommended safety measures (such as the use of a muzzle or temporary sedation), the standard consultation or booking fee remains payable in full.

4.5 Non-Payment and Debt Recovery

The Practice reserves the right to suspend non-emergency care, withhold future routine services, and cancel client registration immediately if an account holds an outstanding balance.

Interest: Any outstanding balances will be subject to administrative interest charges calculated at a rate of 8% above the Bank of England base rate, running from the original date of service until payment is settled in full.
Administrative Fees: We reserve the right to charge reasonable administrative fees to cover the internal costs of chasing overdue debts, including issuing letters, reminders, and payment processing.
Third-Party Recovery: If an account remains unpaid, we reserve the right to instruct a third-party debt collection agency or pursue legal recovery through the courts. You agree to be fully responsible for all reasonable costs incurred in the recovery of these unpaid fees, including debt collection agency commissions, legal fees, court costs, and enforcement expenses.

5. Animal Handling, Safety, and Behaviour

5.1 Safety First Approach

The safety of our patients, clients, and clinical team is paramount. If a pet displays signs of aggression, extreme anxiety, or fractious behaviour that risks the safety of our staff or the pet itself, we reserve the right to implement safety measures. This may include the use of basket muzzles, specialized handling equipment, chemical restraint (sedation), or rescheduling the appointment to a quieter time.

5.2 Refusal of Safety Measures

If recommended safety measures, muzzling, or sedation are declined by the owner, and safe clinical handling is therefore not possible, we reserve the right to immediately discontinue the consultation or procedure. In these circumstances, the standard consultation or booking fee remains payable in full.

5.3 Patient Restraint and Clinical Liability

To comply with health and safety regulations and professional insurance requirements, all physical restraint and handling of pets during examinations, treatments, or procedures will be performed solely by trained members of our clinical team.

Owners are strictly prohibited from holding, pinning, or restraining their own pets during clinical procedures inside the clinic.
Owners may be asked to assist only with initial comforting, reassuring, or leading their pet into the clinical area, provided it is safe to do so.

6. Risks, Outcomes, and Liability

6.1 Inherent Clinical Risks

Veterinary medicine and surgery carry inherent biological risks, particularly in urgent or emergency situations, critically ill patients, and during sedation or general anaesthesia. Clinical outcomes cannot be guaranteed, and clinical deterioration, complications, or death may occur despite our team providing appropriate, timely, and evidence-based care.

6.2 Breed-Specific and Elevated Risks

Certain breeds—most notably brachycephalic (flat-faced) breeds such as French Bulldogs, Pugs, and Persian cats—carry significantly increased anaesthetic, sedation, and respiratory risks. These risks will be discussed with you prior to major procedures where relevant. By registering your pet and proceeding with recommended treatment, you acknowledge and accept these inherent, breed-specific clinical risks.

6.3 Limitation of Liability and Force Majeure

We shall not be liable for any indirect, consequential, or unforeseeable financial losses. Furthermore, we shall not be held liable for any delays or failures in providing care caused by circumstances entirely beyond our reasonable control (Force Majeure). This includes, but is not limited to:

Regional or building power failures, utility outages, or internet connectivity issues affecting our clinical systems.
Severe weather events making the clinic building inaccessible.
Unforeseen critical equipment failure or sudden emergency staff shortages.
National or industry-wide shortages of critical veterinary pharmaceuticals or supplies.

7. End-of-Life Care and Cremation

7.1 Compassionate Care

We understand that end-of-life decisions are deeply emotional. Where euthanasia is clinically recommended or requested, our team will provide this service with the utmost dignity, compassion, and respect within a quiet, dedicated environment inside our clinic.

7.2 Cremation and Aftercare Arrangements

To support you during this time, we partner with independent, licensed pet crematorium providers to offer both communal and individual cremation services.

Third-Party Provision: Cremation and specialized return services are provided entirely by independent third parties and remain outside of our direct operational control.
Return of Ashes: For individual cremations, options for the return of your pet's ashes—including collection from our clinic reception or secure delivery options—will be discussed and agreed upon at the time of consent.
Freedom of Choice: While we recommend trusted local crematoria, you maintain absolute freedom to choose and coordinate directly with any alternative third-party provider of your choice.

7.3 Independent Liability

The Sutton Vet acts solely as a facilitator in coordinating aftercare with your chosen crematorium. As these services are carried out by independent entities, the Practice accepts no liability for any delays, logistical errors, or issues arising from the handling, transport, or cremation process once your pet has been transferred into the care of the third-party provider.

8. Complaints and Feedback

8.1 Informal Resolution and Feedback

We are committed to delivering the highest standards of clinical care and client service, and we welcome all feedback. If you have any immediate concerns regarding your pet’s treatment, a booking, or an invoice, please raise them with a member of our clinic team as soon as possible so we may address and resolve them promptly.

8.2 Formal Complaints Procedure

If an issue cannot be resolved informally and you wish to lodge a formal complaint, this must be submitted in writing via email to info@thesuttonvet.co.uk.

Timeframe: To ensure a thorough and accurate investigation, formal complaints should be submitted within six (6) months of the incident occurring.
Information Required: Please include your full name, your pet’s name, the date of the incident, and a detailed summary of your concerns.
Our Response: We will formally acknowledge receipt of your complaint within three (3) working days and initiate a fair, transparent investigation led by our Clinical Management team. A full written response will typically be provided within fourteen (14) working days, unless complex medical records require external clinical review.

9. Data Protection and Records

9.1 Ownership of Records

All clinical histories, radiographic images, ultrasound scans, laboratory results, and similar medical records compiled during your pet's care remain the sole legal property of VET ER LTD (trading as The Sutton Vet).

9.2 Data Protection Compliance

We process and store all client personal data and clinical records strictly in accordance with current UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Your personal data will never be sold or disclosed to third parties for external marketing purposes.

9.3 Sharing of Clinical Histories for Continuity of Care

To ensure continuous, seamless care for your pet, you authorize us to share comprehensive medical records and clinical histories with relevant professional third parties when required. This includes, but is not limited to:

Our dedicated out-of-hours emergency partner (Vets Now Sutton) if your pet requires emergency care while we are closed.
Specialist veterinary referral centers, laboratory facilities, or external consultants assisting in your pet’s diagnostic or surgical care.
Your designated pet insurance provider to facilitate the processing of valid clinical claims.
An alternative veterinary practice, should you formally request to transfer your client registration.

10. Amendments and Governing Law

10.1 Updates to Terms and Conditions

We reserve the right to update or amend these Terms and Conditions from time to time to reflect changes in legal requirements, RCVS regulatory guidance, operational clinic updates, or service delivery. The most current version published on our website (www.thesuttonvet.co.uk) shall apply to all current and future treatments, and your continued use of our services constitutes acceptance of any updated terms.

10.2 Governing Law and Jurisdiction

These Terms and Conditions, and any contract formed under them, are governed exclusively by the laws of England and Wales. Any disputes, claims, or legal proceedings arising out of or in connection with our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.