Terms and ConditionsOur terms of business
Terms and Conditions
Our terms of business
Thank you for entrusting the care and attention of your pet/s to Bay Vet Group. Detailed below are our
Practice Terms & Conditions. Some aspects of the terms may not be relevant to you. Please ask for
further explanation or clarification if required.
Bay Vet Group consists of five branches as follows:
Bay Vet Group Ltd, Hospital Hill, Dawlish EX7 9NS.
Bay Vet Group Ltd, Maudlin Drive, Teignmouth TQ14 8RU
Bay Vet Group Ltd, Warbro Road, Torquay TQ1 3RE
Bay Vet Group Ltd, 59 Sherwell Valley Road, Torquay TQ2 6EL
Bay Vet Group (Paignton) Ltd, 1-2 Yannons Court, Yannons Drive, Paignton TQ4 5HU
Bay Vet Group Dawlish – Monday-Friday 8am-8pm, Saturday 8am-4pm
Bay Vet Group Teignmouth – Monday- Friday 9am-6pm
Bay Vet Group Torquay- Monday- Friday 9am-6pm, Saturday 10am-4pm
Bay Vet Group Paignton – Monday-Friday 8am-8pm, Saturday 8am-4pm, Sunday 10am-4pm
Bay Vet Group operate by an appointment based consultation system, therefore we advise that you
always book to arrange an appointment. In the case of an emergency, these cases will be triaged and
prioritised without the need for an appointment. It is recommended that you ring to inform the surgery
of the expected time of your arrival so that they may prepare.
All fees, food, shop sales and drugs are subject to VAT at the current rate. Fee levels are determined by
expertise, time spent on a case, procedures, drugs, materials, consumables, diets etc. We are able to
provide a detailed invoice for every transaction that is made and we are happy to explain your invoice if
required. Special order products and fridge items may require payment in advance.
Please note: Referral work incurs higher costs due to the extra expertise available from our highly
qualified Veterinary surgeons.
Initial consultation (in normal working hours)- £43.49
Re-examination fee -£37.02
Consultation fee (Sunday/Bank holiday)- £54.07
Referral consultation fees- Please contact the surgery for prices
Puppy vaccination course- £65.00
Kitten vaccination course- £75.00
Cat booster vaccination- £50.00
Dog booster vaccination-£47.00
Dog booster vaccination with Kennel cough vaccine- £67.00
For any further pricing enquires please contact the surgery where we can provide you with an estimate.
Methods of payment
Bay Vet Group operates a payment-at-time-of-treatment policy. Consultations should be paid at the end
of each consultation and in-patient procedures should be paid for on collection of the patient.
Medications, diets and shop sales are to be paid for at time of collection.
You may settle your account using the following:
Credit/Debit card – unfortunately we cannot accept American Express
BACS – Please use your surname and pets name as a reference
Estimate of treatment costs
We will happily provide a printed estimate as to the probable costs of a course of treatment. Any
estimate given can only approximate as it is not always possible to predict how a pet’s illness will
progress and often a pet’s illness will not follow a conventional course. We will try to contact you if we
believe the treatment costs are going to exceed the estimate costs, however if you are not contactable
we will treat your pet as necessary for the prevention of pain and/or suffering. Please note for long term
hospitalised patients, account updates can be given daily upon request.
Payment is due at the time of consultation and if further reminders have to be sent, further charges may
be incurred. Failure to pay may result in Bay Vet Group only providing first aid and pain relief under these
circumstances. A letter giving 7 days’ notice to find another Veterinary Practice to take care of your pet
may also be sent if we feel that the trust between the Veterinary Practice and client has broken down.
Inability to pay
If, for any reason, you are unable to settle your account as specified, please discuss the matter, prior to
treatment, with a member of our team where the options available will be discussed.
Before performing any test or procedure(s) on your pet, you will be asked to sign a consent form. This
form is a record of an agreement made with us, for us to treat your pet and what is involved along with
any likely consequences. Any signatories must be the owner of the animal concerned or an authorised
agent (provided we have received owner’s permission in advance) and must be over the age of 18. Along
with authorising treatment the signature also gives agreement to pay for the treatment within the agreed
timescale. If you require a copy of your consent form please ask a team member on admission to the
Pet Health Insurance
Bay Vet Group strongly advises insuring your pet against illness, accidents and taking out third party
cover. Please ask for details about insurance from a member of our team. Please be aware that it is your
responsibility to settle your account and then reclaim the fees from your Insurance Company, unless you
are insured with Vetsure. Direct claims can only be made with the express permission of the Directors or
Group Practice Management of Bay Vet Group, pre-authorisation in advance from the company via the
Practice may also be asked for. Completion of pet insurance claim forms will incur an administrative fee.
Please ask our reception team for assistance with your insurance claim.
Complaints and standards
We endeavour to provide the best care and attention possible for you and your pet/s. If any aspect of our
service fails to meet your expectations or you have any suggestions as to how we can improve our service
then please contact the Practice Management Team, Hospital Hill, Dawlish, Devon EX7 9NS or by email to
[email protected] A response to this will be sent within 14 days of receipt.
Ownership of records
Case records including radiographs, clinical notes, laboratory records and similar documents are the
property of, and will be retained by the Practice. Copies with a full clinical history will be sent, on request,
to any Veterinary Surgeon taking over the case. Copies of records stored in electronic format e.g. digital
radiographs, can be provided if required but an administration fee may be charged.
Prescriptions are available from our practices. You may obtain Prescription Only Medicines category V
(POM V’s) from your Veterinary Surgeon or ask for a prescription and obtain these medicines from
another Veterinary surgeon or pharmacy (written prescriptions are issued for a maximum of 3 months
per prescription). We request that for a repeat prescription, wherever possible, you contact your local
branch of Bay Vet Group at least 48 hours prior to collecting your medication or prescription. The general
policy of this group is to re-assess patients on ongoing treatment up to 6 months. This frequency may
increase or decrease, depending on the nature of the condition being treated, the medication prescribed
and the opinion of the Veterinary surgeon. Please ask a member of our team for the current cost of a
medication review. Written prescriptions for Prescription Only
Medicines are available on request for patients under our care. Please ask a member of our team for the
current cost of a written prescription. Certain medications can and will only be dispensed for 28 days.
As a Veterinary Practice we have an obligation to use Veterinary UK licensed medicines wherever
possible. The dosage of all medications is carefully calculated and given in accordance with the
manufacturer’s guidelines. There are certain situations where the best treatment for your pet may
require the use of medicines which do not hold an appropriate licence for the species concerned. In this
case we might therefore recommend using such a medicine ‘off licence’ but these will be prescribed in
accordance with cascade (a sequence that all Veterinary surgeons must follow when treating animals).
Our use of ‘off licence’ medications will only be used when they are indicated and deemed necessary and
no licensed alternative exists. You will be asked to sign an off licence consent form to indicate your
agreement to use the off licence medication.
Out of Hours service
Weekend consults are available at some of our surgeries. Telephone calls to closed branches are
automatically redirected to open surgeries on weekends.
Bay Vet Group outsources our out of hours emergency calls to a dedicated night emergency service who
are available 8pm-8am 7 days a week.
MiNightVet Totnes – Station Road, Totnes, TQ9 5JR- 01803 866073
Out of hours fee + consult= £102 <11pm and >6am (Ooh surcharge £67)
Out of hours fee + consult = £173 >11pm (Ooh surcharge £138.50)
Exonia Veterinary Emergency Service– EVES Veterinary Hospital, St Davids Station, Exeter EX4 4NT-
OOH Consultation 6.30pm-11pm £105.00
OOH Consultation (Easter/Christmas) 11pm-8am £180.00
In the instance that an animal has to be hospitalised overnight at one of our surgeries the duty
veterinarian will assess the frequency of checks required overnight. We do not have staff on site at our
surgeries 24 hours a day.
Referrals and second opinions
On some occasions it may be necessary to refer your pet to another Veterinary Surgeon. Bay Vet Group
have resident referral Veterinary surgeons for Ophthalmology, Small animal surgery, Cardiology,
Dermatology and Dentistry. Registered clients can be internally referred to one of our branches within
the Group. We may need to refer to an outside referral Veterinary practice. This is normally only
necessary if your pet’s condition requires specialist knowledge or facilities that are not available within
Second opinion appointments can be requested either to see another Veterinary surgeon within the
Group or to another Veterinary Practice. In all cases we will, on request, provide a full clinical history to
the requesting Veterinary Surgeon.
Phone calls to, or from the Practice may be recorded. The purpose of this recording is for training,
compliance and security. The recordings may be used in the case of any dispute.
The term CCTV is used to encompass the use of webcams, video recording and other similar devices.
Many of the areas of the Practice are covered by CCTV recording. The purpose of this recording is for
training, compliance and security. The recordings may be used in the case of any dispute.
Data and marketing uses
Bay Vet Group may occasionally contact you either by letter, phone, text or electronic means in order to
advise you of outstanding accounts, reminders of your pet’s preventative health care treatments and any
marketing initiatives that might be of interest to you or your pet. Reminders are provided as a
complimentary service to our clients. Bay Vet Group accepts no responsibility for any loss, damages or
costs which may result from the failure of a client to receive any reminder.
Please inform us if you would rather not receive these communications.
Occasionally photographs may be taken of your pet while visiting the practice. Permission will always be
sought before publishing them.