Terms and conditions


  • Payment is to be made at the time of treatment. Failure to pay at time of treatment may result in your account being surcharged up to 10%. Attempts will be made to recover the payment. If unsuccessful your account will be passed to a debt collection agency to seek payment.
  • Direct insurance claims are permitted on the basis that the insurance excess is paid and that the insurance documents are brought in to the surgery either prior to, or at the time of treatment. It is the owners responsibility that they have adequate cover.
  • We try to complete and send insurance forms within 2 weeks but occasionally there may be a backlog of claims and this may take a little longer. We  do not charge for the completion and sending of insurance forms at the moment.
  • X-Rays, ultrasound images and blood results are the property of Mark Nelson Vets.
  • There is a higher than normal consultation charge when a pet is seen outside normal consultation times or when an animal is seen without a prior appointment.
  • Every effort is made to accommodate clients and to find a suitable appointment  and animals are never turned away in an emergency.
  • All consultations are by appointment only. If you need to cancel or change an appointment, please give at least 24 hours notice. Repeated missed appointments may result in a charge being made.
  • It is to be understood that all anaesthetics and sedatives run a risk. We use the latest anaesthetic protocols and equipment and your pet will be closely monitored during the procedure by our trained staff. In some cases it may be advisable to have pre op blood tests or to have intravenous fluids during the procedure.
  • For overseas travel it is the client's responsibility to make sure all the documents are correctly completed. It may be worth checking with Defra prior to travel. There is more information about the Pet Passport on this website.
  • All cats must be kept in baskets in the waiting room and all dogs must be kept on a lead.
  • Hospitalisation procedures: Our hospitalised patients are checked as necessary by either a Veterinary Surgeon or a Nurse. In case of pets that need more intensive monitoring we will suggest sending them to a night clinic for that. Any fees incurred will be payable to the night clinic
  • All animals brought into the surgery must be accompanied by an adult over 16 years of age.
  • Please give at least 24 hours notice for repeat prescriptions. In order to comply with regulations, we need to have seen your pet within the previous 6 months to supply medications, and in some cases that period may be reduced.
  • Any complaints that cannot be resolved at the time by the Veterinary Surgeon responsible for the case, should be addressed to the practice manager by post or email at mnvet81@yahoo.co.uk
  • Out of Hours Service at Thornton Heath is provided by the South London Emergency Clinic in Streatham. The initial consultation is £100 up to midnight rising to £160 after.
  • Out of Hours Service at Westerham is provided either by Mark Nelson, or The Veterinary Referral Centre in Godstone. The initial consultation is £110 up until 10pm and rising to £160 later.
  • If you wish to seek a second opinion or be referred to a specialist, please let us know so that we can arrange that for you and also any transfer of information and reports that may be required.

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