Terms and conditions for clients

1. Welcome

Thank you for choosing OralVet Referrals and for entrusting us with your pet's care. We provide specialist-led veterinary dental and oral care following referral from your regular veterinary surgeon. These Terms explain how we provide our services and your responsibilities as a client.

2. Referral basis

OralVet accepts patients only on referral from a registered veterinary practice. Your usual veterinary surgeon remains responsible for your pet's routine healthcare unless otherwise agreed.

3. Appointments

Please attend appointments on time. If you cannot attend, please let us know as soon as possible so the appointment can be offered to another patient.

4. Clinical information

By attending OralVet, you consent to us receiving and sharing relevant clinical information with your referring veterinary practice to ensure continuity of care.

5. Estimates and fees

Written estimates are provided where appropriate but are not fixed quotations. Additional investigations or treatment may be recommended if unexpected findings arise. Payment is due in accordance with our payment policy unless agreed otherwise.

6. Insurance

If your pet is insured, we will assist by providing documentation where appropriate. Responsibility for payment rests with you and reimbursement by your insurer cannot be guaranteed.

7. Consent to treatment

We will discuss proposed investigations and treatments with you before proceeding wherever reasonably possible. In an emergency, we may provide immediate treatment if necessary to protect your pet's welfare.

8. Return to your vet

Following completion of the referral, ongoing routine care will normally return to your referring veterinary practice. A clinical report will be sent to your vet.

9. Communications

We may contact you by telephone, email, SMS or WhatsApp Business regarding your pet's care and appointments. Please tell us if your contact details change or if you prefer not to use a particular communication method.

10. Call recording

Incoming and outgoing business telephone calls may be recorded for quality assurance, staff training, maintaining accurate records, continuity of patient care and complaint resolution. Recordings are retained securely for up to 30 days before automatic deletion unless longer retention is required by law.

11. Privacy

Your personal information is processed in accordance with our Privacy Policy and UK data protection legislation.

12. Complaints

If you have concerns about the service you have received, please contact us as soon as possible so that we can investigate and resolve the matter promptly. The Complaints Policy can be found here.

13. Changes

These Terms may be updated from time to time. The latest version will be available on our website.

Contact

OralVet Referrals Ltd.
Registered Office: Oakingham House, Frederick Place, High Wycombe, Buckinghamshire, HP11 1JU, United Kingdom.
Company No: 16771794 | VAT No: 505378589

Contact: hello@oralvet.co.uk

Phone: 01273 044646