Last Updated: 1st August 2025

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Welcome to Lisbellaw Veterinary Clinic. We are committed to providing professional, compassionate veterinary care for your pets. These Terms and Conditions explain our policies regarding veterinary treatment, appointments, payments, animal welfare and client responsibilities.

By registering your pet, booking an appointment or using our veterinary services, you agree to these Terms and Conditions, subject to your statutory rights.

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1. About Us

Lisbellaw Veterinary Clinic is operated by Lisbellaw Veterinary Clinic Limited (Company Registration Number NI703131).

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Practice Address:

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8 Brook Street
Lisbellaw
County Fermanagh
BT94 5AS

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Telephone: 028 9443 8321
Email: info@lisbellawveterinaryclinic.co.uk
Website: www.lisbellawveterinaryclinic.co.uk

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We provide veterinary consultations, preventative healthcare, vaccinations, surgery, diagnostics, dental care, prescription medicines and other veterinary services.

 

All veterinary treatment is provided in accordance with applicable legislation and the professional standards of the Royal College of Veterinary Surgeons (RCVS).

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2. Client Registration and Responsibilities

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When registering your pet with Lisbellaw Veterinary Clinic, you agree to:

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• Provide accurate and up-to-date contact information, including your address, telephone number and email address.

• Inform us of any changes to your contact details.

• Provide accurate information about your pet's medical history, existing conditions and medication.

• Follow veterinary advice and prescribed treatment instructions.

• Ensure that you are the legal owner of the animal or have appropriate authority to consent to veterinary treatment.

• Take responsibility for the payment of veterinary fees incurred.

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We reserve the right to request additional information where necessary to ensure the appropriate treatment and welfare of an animal.

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3. Appointments and Cancellations

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Consultations and routine treatments are generally available by appointment only.

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If you are unable to attend an appointment, we ask that you provide as much notice as reasonably possible so that the appointment can be offered to another client.

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Repeatedly missed appointments or late cancellations may result in restrictions on future bookings.

Where a cancellation fee applies, this will be communicated before the appointment is confirmed.

Emergency cases will be prioritised according to clinical urgency and veterinary availability.

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4. Veterinary Treatment and Consent

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Our veterinary surgeons will recommend treatment based on their professional assessment of your pet's health and welfare.

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Where appropriate, we will explain available treatment options, associated risks, anticipated outcomes and estimated costs.

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Your consent will normally be obtained before medical procedures, surgery, anaesthesia or other significant treatments are undertaken.

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In an emergency, where an owner cannot be contacted and delaying treatment would compromise an animal's welfare, our veterinary team may provide necessary emergency treatment in accordance with applicable law and professional guidance.

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Although we make every reasonable effort to provide the highest standards of veterinary care, medical and surgical treatments cannot be guaranteed to produce a particular outcome.

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5. Veterinary Fees and Payment

Veterinary fees are determined by the treatment, professional services, medication, equipment and facilities required.

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Our payment terms are as follows:

• Payment is normally required at the time of consultation, treatment or discharge, unless alternative arrangements have been agreed.

• An estimate of treatment costs will be provided where appropriate.

• Estimates are based on the information available at the time and may change if further treatment or complications arise.

• Additional costs will be discussed with the client whenever reasonably possible before proceeding.

• Deposits or advance payments may be required for certain procedures or treatments. These will be explained beforehand.

• Any applicable charges, including VAT where relevant, will be clearly communicated.

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Outstanding Accounts

Where payment has not been received by the agreed due date, the account will be considered overdue.

We may issue payment reminders and request settlement of outstanding balances.

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If an account remains unpaid, we reserve the right to pursue appropriate debt recovery procedures, including referral to a debt collection agency or legal proceedings where necessary.

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Any recovery costs charged to a client must be lawful and recoverable.

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Financial disputes will not override our professional responsibilities regarding animal welfare and emergency first aid.

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6. Pet Insurance

We encourage pet owners to consider suitable pet insurance to help manage unexpected veterinary expenses.

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Unless otherwise agreed, clients remain responsible for settling veterinary fees regardless of whether their pet is insured.

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It is the owner's responsibility to understand the terms, exclusions and financial limits of their insurance policy.

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Where the clinic agrees to assist with insurance claims, we will provide relevant clinical information and supporting documentation as appropriate.

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Any arrangements for direct insurance claims must be agreed with the clinic in advance.

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7. Hospitalisation and Inpatient Care

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Where an animal requires hospitalisation, we will explain the proposed treatment, likely duration of admission and arrangements for ongoing care.

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Owners must remain contactable throughout their pet's stay and notify us immediately if their contact information changes.

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We will advise clients of arrangements for overnight care, monitoring and emergency treatment where relevant.

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Once an animal is medically fit for discharge, owners will be contacted to arrange collection.

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Animals should be collected promptly and within the agreed timeframe.

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Additional reasonable charges may apply where an animal remains at the clinic beyond its agreed discharge or collection date, provided these charges have been appropriately communicated.

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8. Uncollected Animals and Seven-Day Abandonment Policy

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IMPORTANT NOTICE TO ALL PET OWNERS

Lisbellaw Veterinary Clinic has a strict policy regarding animals that are left uncollected following veterinary treatment or hospitalisation.

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Pet owners are responsible for arranging the timely collection of their animals and settling any outstanding veterinary fees.

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Seven-Day Collection Period

Where an animal has been declared medically fit for discharge, the owner will be notified and asked to arrange immediate payment and collection.

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If an animal remains uncollected for seven (7) calendar days following notification that it is ready for collection, despite reasonable attempts to contact the owner, we will classify the animal as unclaimed and potentially abandoned for the purposes of our internal abandonment procedure.

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Where veterinary fees also remain unpaid, these will continue to be treated as an outstanding debt.

Our Abandonment Procedure

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Before taking further action, Lisbellaw Veterinary Clinic will:

1. Make reasonable attempts to contact the registered owner using the contact information provided.

2. Notify the owner that their animal is awaiting collection and advise them of any outstanding fees.

3. Provide written notice of the seven-day collection deadline and the potential consequences of failing to respond.

4. Maintain appropriate records of communication attempts and relevant decisions.

5. Continue to ensure that the animal's welfare needs are appropriately met.

6. Where necessary, seek advice or assistance from the relevant animal welfare authorities, professional advisers or other appropriate organisations.

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After the Seven-Day Period

If the owner fails to make contact or arrange collection within the stated seven-day period, the clinic may initiate further steps to resolve the situation in accordance with applicable law.

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These may include contacting the relevant authorities, obtaining legal advice regarding the animal's status, or exploring lawful arrangements for its ongoing care.

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The expiry of the seven-day period does not automatically transfer legal ownership of the animal to Lisbellaw Veterinary Clinic.

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No animal will be rehomed, transferred to another owner or otherwise permanently disposed of solely because the seven-day period has expired or veterinary fees remain unpaid. Any such action must have a proper legal basis.

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Euthanasia will never be used simply as a consequence of unpaid fees or failure to collect an animal. Any decision involving euthanasia must be independently justified under applicable law, animal welfare requirements and relevant veterinary professional guidance.

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Outstanding Veterinary and Care Charges

The registered client remains responsible for veterinary fees and any additional reasonable care or boarding charges properly incurred and recoverable under the law.

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Animal Welfare

The welfare of every animal remains our priority. All actions concerning unclaimed animals will comply with the Welfare of Animals Act (Northern Ireland) 2011 and the professional guidance of the RCVS.

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9. Prescriptions and Medication

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Prescription medicines will only be supplied where clinically appropriate and in accordance with veterinary medicines legislation.

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Some medications may require a consultation or periodic examination before a repeat prescription can be authorised.

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Clients may request a written prescription to obtain suitable medication from another authorised supplier. Any applicable prescription charges will be communicated in advance.

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All medications must be administered in accordance with veterinary instructions.

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Please contact the clinic if you have any concerns about your pet's medication or experience unexpected side effects.

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10. Referrals, Second Opinions and Clinical Records

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Clients may request a second veterinary opinion or a referral to another veterinary practice or specialist.

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Where appropriate, we will provide relevant clinical records to facilitate continuity of care, subject to applicable legal and confidentiality requirements.

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Clinical records are maintained by Lisbellaw Veterinary Clinic in accordance with professional and legal obligations.

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Clients may request access to relevant information in accordance with applicable data protection legislation and professional guidance.

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11. Preventative Healthcare and Pet Care Plans

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Where the clinic offers preventative healthcare packages, puppy clubs, weight management programmes or other care plans, the services and benefits included will be explained to clients before enrolment.

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Any associated payment arrangements, subscription terms or cancellation conditions will be communicated separately.

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Additional treatments or services not included within a particular plan may incur additional charges.

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12. Website and Online Services

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Our website provides information about the clinic, our services and ways to contact us.

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Where online booking, client registration, messaging or prescription request services are available, clients are responsible for providing accurate information.

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Some online services may be provided through third-party platforms, including Digitail, and may be subject to their own terms and privacy policies.

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Online appointment requests and prescription requests remain subject to clinical approval and availability.

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Information provided through our website is intended for general guidance and does not replace a professional veterinary examination or consultation.

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13. Complaints and Feedback

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We aim to deliver a professional, friendly and compassionate service at all times.

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If you are dissatisfied with any aspect of our service, please contact the clinic directly so that we have an opportunity to investigate and resolve your concerns.

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Complaints may be submitted by telephone, email or in writing.

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We will acknowledge and investigate complaints in accordance with our complaints-handling procedure and aim to provide a fair and timely response.

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Where appropriate, we will explain any further options available for resolving a complaint.

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14. Privacy and Data Protection

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Lisbellaw Veterinary Clinic respects the privacy and confidentiality of its clients.

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Personal information will be collected, stored and processed in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018.

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Information may be used for legitimate veterinary and administrative purposes, including appointments, treatment records, billing, client communication and compliance with legal obligations.

Further information about how personal data is handled should be provided in our separate Privacy Policy.

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15. Liability and Client Rights

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We endeavour to exercise reasonable care and professional skill in delivering all veterinary services.

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Nothing within these Terms and Conditions excludes or limits liability where doing so would be unlawful, including liability for negligence where such liability cannot legally be excluded.

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Nothing within these Terms and Conditions affects your statutory consumer rights.

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16. Amendments to These Terms and Conditions

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Lisbellaw Veterinary Clinic reserves the right to update these Terms and Conditions to reflect changes in our services, operating procedures, professional guidance or applicable legislation.

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The latest version will be available on our website.

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Any changes will apply prospectively, subject to applicable law and the terms agreed with clients.

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17. Governing Law

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These Terms and Conditions are governed by the laws of Northern Ireland.

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Any disputes will be subject to the jurisdiction of the appropriate courts in Northern Ireland, subject to applicable consumer rights.

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Contact Us

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If you have any questions regarding these Terms and Conditions, please contact:

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Lisbellaw Veterinary Clinic Limited

8 Brook Street
Lisbellaw
County Fermanagh
BT94 5AS

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Telephone: 028 9443 8321
Email: info@lisbellawveterinaryclinic.co.uk

Website: www.lisbellawveterinaryclinic.co.uk