Terms & Conditions
Clients and staff at Manchester Cat Clinic work together effectively so that you, your cat and all of our patients receive the best possible care.
To do that, clients of our practice agree must to our practice policies, terms and conditions. If you register as a client with us and use our services, you are agreeing to abide by these conditions.
Clients of Manchester Cat Clinic agree to...
Bring their cat to all appointments in a secure, escape-proof cat carrier
For cat and staff safety reasons we will not allow cats to be brought to the practice loose or on a lead/harness. Please bring your cat in a secure, escape-proof cat carrier. If you are bringing more than one cat to an appointment, please bring them in separate carriers. (Young kittens can be brought together in one carrier but fully grown cats need their own space.)
Please be aware that if you travel in a car without having your pet suitably restrained, you will be in breach of the Highway Code and may invalidate your car insurance in the event of an accident.
See the iCatCare page "Travelling with your cat" and their videos on "Putting your cat into a carrier" and "Encouraging your cat to be happy in a carrier" for more information on safely transporting cats.
We will be stocking the innovative Calm Carrier, which is designed to minimise stress.
Settle any outstanding balances at the time of treatment
Our prices are inclusive of VAT. We are a cashless practice so accounts must be settled via card payment.
We are not a credit broker and so are not able to offer payment plans or credit accounts. Payment is due at the time of treatment or discharge unless alternative arrangements have been agreed in advance; should an account not be settled a reminder will be sent. Should it be necessary for further reminders to be sent, administration charges may be incurred. After due notice unpaid accounts will be referred to our debt collection agency and further charges, such as for the production of reports, correspondence, court fees, attendance at court and phone calls will be levied in respect of costs incurred in collecting the debt.
We may, at our own discretion, and subject to conditions, accept a request to reclaim fees directly from your pet insurance provider. For this we will require a completed claim form and proof of insurance, including confirmation of exclusions and the policy excess. This excess plus a direct claim administration fee will need to be paid in full at the time of treatment. If any or part of your application is rejected, the full balance is payable immediately by yourself.
Occasionally we may arrange for finance through an external company to allow clients who meet eligibility criteria (set by the external company) to spread the cost of large bills. This is only available at the discretion of the Directors and must be agreed in advance of a procedure being undertaken.
We strongly recommend insuring your cat against unexpected illness and accidents. Please note that any contract of insurance is between you and your insurer, and it is your responsibility to determine your level of cover. Any queries regarding your insurance should be taken up directly with your pet insurer.
The use of off-licence medications in their cat
In accordance with the law, we will always use medicines licensed for use in cats where possible. However, in some circumstances there is not an appropriate licensed medication or the best treatment for that condition is a dog or human medication. Use of such medications is termed 'off-licence' or 'on the cascade'.
Clients of Manchester Cat Clinic consent to the use of off-licence medications in their cats and understand that these medications are commonly and safely used based on the experience and knowledge of the prescribing veterinary surgeon.
Help us to make your cat's vet visit as stress-free as possible
Please follow our team's instructions both before, during and after consultations. We have been specifically trained in handling cats in a calm and safe manner and we are a 'scruff-free' practice.
International Cat Care provide useful videos for owners on handling their cats: https://icatcare.org/advice/handling-cats-videos-for-owners/
Help us to maintain accurate records of cats under our care
It is part of the Royal College of Veterinary Surgeons' Code of Professional Conduct that veterinary surgeons must maintain accurate records for their patients.
If your cat is a registered patient with us, they should not also be registered with another first opinion practice. If you are transferring from another practice, we need to have a copy of your cat's complete medical history before we can see your cat. Medical records can be emailed to email@example.com
All of our inbound and outbound calls are recorded, with recordings securely stored for at least 30 days.
Treat our staff with respect and courtesy
We expect all of our clients to show our team with the same respect we will show you. If a client is verbally or physically abusive to any member of our team, we reserve the right to terminate their registration and ask them seek veterinary care elsewhere.
Manchester Cat Clinic staff will always endeavour to...
Provide you with an estimate of likely costs before commencing treatment
We don't want you to have a surprise bill any more than you want to get one! We will always endeavour to provide estimates for the cost of your cat's care before embarking on any treatment that is likely to exceed £100.
Estimates of treatment costs are valid for one month. Written estimates can be provided via email on request. Please be aware that estimates can only be approximate as your cat's illness may be unpredictable. If unforeseen costs occur, we will always endeavour to discuss this with you as soon as possible.
Gain your express written or verbal consent before undertaking treatment
Your cat's treatment plan will be tailored to them after discussion with you. We would almost never give any treatment or perform procedures on your cat without your express consent. This would only happen in exceptional circumstances, for example if an owner was uncontactable and we had an emergency or extreme welfare concern.
Maintain client confidentiality
We will hold your records and data in confidence and in accordance with the Data Protection Acts. Breaches of client confidentiality would only occur in exceptional circumstances such as severe welfare or safety concerns.
Case records, x-ray or ultrasound images, and similar documents are the property of, and retained by, Manchester Cat Clinic. Copies of clinical records may be passed on by request to another veterinary surgeon or to your pet insurance company.
Photographs of your pet or their conditions may sometimes be used for educational or marketing purposes. Please let us know if you would not like your pet to be photographed.
Make provisions for emergency care for your cat
Our opening hours will be available on our website. These are subject to alteration. Outside of these hours we use the services of a 24/7 out-of-hours hospital to provide emergency care for our patients. Details of this are available on the "Emergencies" section of our website.
Provide written prescriptions on request
You may purchase Prescription Only Medicines, category V (POMVs) directly from us or ask for a prescription and purchase these medicines from another veterinary surgeon or pharmacy. This is subject to a prescription charge. A prescription may not be appropriate if your pet is an in-patient or immediate treatment is necessary.
Respond to complaints promptly
We hope that you will never have cause to complain about our service. If you have a concern about the care you have received from us, please put your complaint in writing to firstname.lastname@example.org, addressed to the Directors.
Lee Locum Ltd (T/A Manchester Cat Clinic) is a limited company registered in England and Wales with company number 12553776, whose registered office is at Kings Lodge, London Road, West Kingsdown, Sevenoaks, Kent, TN15 6AR and trading address is 567 Wilmslow Road, Manchester M20 2NW.