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  • What are your opening times?
    We are open Monday – Friday 8am-7pm Saturdays – 8am – 12pm We are closed Sundays and Bank Holidays Book an appointment online or call 01737 210011 May Bank Holiday - Monday 2nd May 2022 - CLOSED In the case of an emergency outside normal surgery hours, please call 01737 210011 for guidance.
  • What do I do in an emergency?
    In an emergency During normal surgery hours - telephone 01737 210011 en route to the surgery. This allows us to prepare for your arrival. When we are closed – Contact one of our Out of hours service options: Vets Now - Sutton 0208 1092 775 609-613 London Road, North Cheam, SM3 9DF Mi Night Vet - Caterham 01883 725 790 Guards Avenue, Coulsdon Road, Caterham, CR3 5 ZF
  • How many vets work at the surgery?
    We have three full time vets and a small number of trusted, experienced locum vets.
  • What is the cost of an appointment?
    Our consultations are 20 minutes and by appointment only. An initial consultation is charged at £52.00 If you are unable to attend an appointment, we request that, with as much notice as possible, you contact to surgery and cancel the appointment. Missed appointments may incur a charge. Nurse consultations are also available.
  • What payment types do you accept?
    We accept debit and credit cards and BACS payments. We can also accept card payments made over the phone. We do not accept American Express. Payment is due at time of consultation, treatment or collection of medications. Written estimates can be produced upon request.
  • How do I make an insurance claim?
    We strongly support the principle of insuring your pet against unexpected illness or accidents. We have a very experienced team that process your pet insurance claims. We understand that making a claim can be daunting, so here is a little more information. Claims can be processed indirectly or directly. Indirect insurance claims Policyholder/Owner pays the surgery for treatment received. Claim processed (with no administration charge) payable to the policyholder/owner. Direct insurance claims If you wish for us to process a direct claim, please ask a member of staff. The benefit of this is not having to pay for your pets' treatment upfront or waiting to be reimbursed by your insurance company. This can be extremely helpful with large bills. This does however require a significant amount of administration on our part and delays in payment for often several weeks. We therefore charge an administration fee of £22 for each direct claim processed. There will be no administration fee for VIP members. We will ask you to sign a direct claims agreement noting that it is your responsibility to settle the account with us after 60 days if your insurance company has not reimbursed us by then. Excess fee This is a payment contribution paid by you regardless of an indirect or direct claim. The fee will vary dependent on your policy terms/contracted agreement with your insurance company. Your insurance company will reimburse the claim amount minus your excess fee. For direct claims we require you to pay the excess fee (As specified by your insurance policy) to the surgery along with the administration fee. Please note that these fees cannot be charged to your insurance claim. What we need from you Insurance company name Policy number Information on exclusions Policy excess requirements
  • How do I request a prescription?
    We request 24 hours' notice for a repeat prescription request. This allows time for an assessment of the clinical case by the prescribing veterinary surgeon. The general policy of this practice is to re-assess an animal requiring a repeat prescription at least every 6 months but this may vary with individual circumstances or patient health. Written prescriptions are available from this practice. You may obtain Prescription Only Medicines (POM-Vs) from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. A written prescription may not be appropriate if your animal is an inpatient or treatment is needed urgently. Again, we request 24 hours' notice for a written prescription request. The charge for a written prescription is £22.50 each.
  • Do you keep my personal data safe?
    We will never sell your personal data to anyone. Neither will we share your information with other companies for marketing purposes without your prior consent. For more information, please refer to our privacy policy.
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