Our commitment to you

By continually investing in our staff & premises we aim to give excellent service in a well equipped & pleasant environment. We aim to provide your animal with the highest standard of treatment & care.


All fees, diet & 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 & diets used. Details of our fees are available on request & a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request - see details below.

Methods of payment

Accounts are due for settlement in full at end the end of the consultation, the discharge of your animal or upon collection of drugs/diets.

Your account may be settled using:

Estimates of treatment costs

Whenever an animal is admitted for treatment you will be provided with an estimate as to the probable costs of treatment, but please bear in mind that any estimate given can only be approximate as sometimes an animal's treatment will not follow a conventional course. We will upon request be pleased to provide a written estimate for non in-patient based treatment.

Settlement terms

If for any reason your account has not been settled at the end of consultation, the discharge or your pet or upon collection of drugs/diets, a reminder will then be issued after 7 days, further reminders will be sent of non payment within the following month, further reminders will be sent which could incur administrative costs. overdue accounts, after due notice to you, may be referred to our Debt Collection Agency or the County Courts if satisfactory repayment arrangements have not been made with ourselves. This could incur you further costs whilst collecting the debt. Any cheque which you issue which is returned unpaid, any credit card payment no honoured and any cash tendered that is found to be counterfeit will result in your account being restored to the original sum together with any fees incurred in the process.

Inability to pay

If you find yourself in the unfortunate position where you think you will be unable to pay for our services please discuss this matter with a member of staff BEFORE costs are incurred.

Pet health insurance

Valley Vets supports the principle of insuring your animal against unexpected illness or accidents. Details of insurance policies can be supplied upon request. Please be aware that it is your responsibility to settle your account with ourselves and then reclaim the fees from your Insurance Company.


Whilst we hope that our service does not give you cause for complaint, if you do wish to raise any concerns please contact us on 01438 369 390, enquiries@valleyvetstevenage.co.uk; or in writing 9 Hydean Way, Stevenage, HERTS SG2 9XH

Compliments / Feedback

We are always pleased to receive compliments / feedback on the service we provide.

Ownership of records

Case records and similar documents are the property of and will be retained by Valley Vets. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record e.g. an x-ray, remains the property of the Practice. Upon request copies of records with a summary of the history of your animal will be passed to another Veterinary Surgeon taking over your animal's well being.

Variation in Terms and Conditions of Business

No addition or variation of these conditions will bind the practice unless specifically agreed in writing by the Valley Vets Director(s). Additionally no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in any way.