We operate as Tender Paws Limited.
We do not offer an account facility. All fees are due at the time of treatment. We accept cash, debit and credit cards, with the exception of American Express and Diners Club. Cheques are only accepted by known clients. All medication must also be paid for at the time of collection.
Supply of products
We only use licenced companies to provide our prescription products. The companies we use are National Veterinary Services Ltd and Summit Veterinary Pharmaceuticals. If any product has a fault or is defected, we will inspect the product and decide accordingly. Final decision is to be made by the Practice Manager, whether a replacement is ordered or a refund issued.
We hold Employers Liability insurance and are covered over £5 million.
It is our intention that all of our clients should be satisfied with the service we provide. However, if you are unhappy with any aspect of our service or products supplied, in the first instance you should contact the Practice Manager. If you are still dissatisfied then please refer to our Complaints Policy, which can be found at Reception.
Vaccine, flea and worming reminders
If you opt in to our text reminder service, we will endeavour to send you monthly/annual reminders, however we do recommend that you keep your own record of due dates, as we are not responsible if anything is overdue.
Prescriptions including repeats
If your pet is on long term medication, we must legally examine them routinely between 3 to 6 months depending on the drugs and the condition treated, so that they are responding well and that there are no side effects or other symptoms.
If you wish to order a repeat prescription we require 24 hours notice/48 hours for schedule 3 drugs i.e Tramadol, so we can have your medication available for you when you come to the practice. Unfortunately, all drugs are non-refundable once they have left the practice, however we can dispose of any unwanted medicines free of charge. You may request a written prescription from the practice and obtain the medicines from a veterinary pharmacy, there is a fee for this service and we also require 24 hours notice. Schedule 3 drugs can only be prescribed 1 month at a time.
Out of hours care
We use a dedicated Out of Hours emergency pet service, who are available when we are not. They are Vets Now, Guards Avenue, Coulsdon Road, Caterham, Surrey, CR3 5ZD. Telephone: 01883 348 109. Website: vets-now.com. Payment at time of consultation.
Registration of New Clients and Patient
By registering your details with us, you give us authority to hold your contact information. We hold your information on our inhouse computer system, EZVet Pro. Your information may be given to referral centres, insurance companies or other Veterinary practices as part of your pets history if the need arises. If this does need to happen, then you will be notified at the time.