Practice terms & conditions

Rouken Glen Vets Limited – Terms and Conditions

Thank you

Thank you for entrusting the care of your pet to Rouken Glen Vets Limited. Some of the terms detailed may not be relevant to you and we request that you ask for further explanation or clarification if required.


All professional fees, medications and reception sales are subject to VAT at the current rate. Fee levels are determined by the time spent on the case, and in surgical cases, by the complexity of the surgery. Fees will also be applied in respect of drugs, materials, consumables and diets used. We reserve the right to charge for verbal advice, including on the telephone. Our written fee list is available on request. You are entitled to a detailed invoice for every consultation, surgical procedure or transaction with us.

Methods of Payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet from the surgery, or upon supply of any goods. You may settle the account with cash, credit/debit cards (Mastercard, Visa, Delta, Maestro, Solo, Electron). All products supplied remain the property of Rouken Glen Vets Limited until paid for in full.

Estimates of Costs

A written estimate as to the probable cost of treatment is available upon request. Please remember that any estimate is approximate, for guidance, and that additional costs may be incurred after treatment/investigations reveal additional issues.

Settlement Terms

Any accounts agreed, must be paid within 14 days of the original invoice. Should it be necessary for additional reminders to be sent, further charges will be incurred. These however, will be deducted if payment is made promptly. After due notice to you, unpaid accounts will be referred to our Debt Collection Agency and further charges will be applied in respect of the costs incurred in collecting the debt and associated court expenses etc. Any cheque returned by your bank as unpaid, credit card not honoured or cash tendered and found to be counterfeit, will result on restoration of the original invoice as well as further charges to cover the associated administrative costs together with interest on the principal sum.

Inability to Pay

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter, as soon as possible with a member of staff. Please note that installment or part-payments of any account may ONLY be sanctioned with the express permission of Barbara Raskin, Practice Manager.

Pet Health Plans

At Rouken Glen Vets we provide a monthly payment plan to spread the costs of day to day preventative health for your pet over 12 months. These monthly plans include all vaccinations, comprehensive internal and external parasite control (including lungworm for dogs) and two health checks each year for each pet. Please ask for details of how to enroll.

Pet Health Insurance

Rouken Glen Vets Limited strongly supports the principle of insuring your pet against unexpected illnesses or accidents. Please ask about insurance from any member of staff. Please inform our staff if you intend to claim on an insurance policy, and our staff will explain the claims process and our involvement therein. Please note all excesses to policies must be paid, together with Insurance Administrative Costs, direct to us at the time these fees are incurred.

Ownership of Records, Radiographs and Similar

Case records and similar records are the property of Rouken Glen Vets Limited, and will be retained by us. On request, copies, with a summary of the history, will be passed directly to another veterinary surgeon giving a second opinion. Radiographs and results of all other tests we have performed remain the property of Rouken Glen Vets Limited, even though we have raised an invoice for undertaking and interpreting these procedures. The results will be passed directly to another veterinary surgeon if a second opinion is sought.


Prescriptions are available for any Prescription Only Medicine (POM-V, POM-VPS or NFA-VPS) required to treat any animal under our care. These medicines may be obtained from us or you may request a written prescription to obtain these medicines from another veterinary surgeon or pharmacist or merchant. An additional fee is charged for a written veterinary prescription. Consultation fees will apply in either case. Please refer to the notice in reception. Prescriptions for POM-V medicines may be repeated at our discretion, to animals under our care, after a clinical assessment of the case. Regular checkups are required, at intervals of no more than every 6 months. POM-V medicines may be dispensed in amounts sufficient for up to 3 months treatment, at our discretion. Variations may apply according to our clinical assessment of the case.

Out of Hours Service

Rouken Glen Vets Limited contracts its out-of-hours service to Vets Now Ltd, based in Giffnock. This 24-hour service can be accessed once our clinics are closed by telephoning our usual clinic number. Animals which are hospitalised at Rouken Glen Vets Limited and require continuous monitoring will be transferred to the Vets Now premises. In this circumstance you are responsible for arranging transport to the referral centre. Out-of-hours small animal emergency cases are seen at the Vets Now premises. You will be expected to transport your pet to their surgery for treatment. For lower dependency cases overnight care can be arranged at Rouken Glen Vets Limited, however you should be aware that staff are not on permanent vigil throughout the night.

Complaints and Standards

We hope that you never have recourse to complain about the standards of service received from Rouken Glen Veterinary Surgeons. However, if you feel that there is something you wish to complain about please direct your comments, in writing, in the first instance to Barbara Raskin. If the problem is not resolved at this stage, you may wish to contact our governing body, the Royal College of Veterinary Surgeons.

Variation in Terms of Trading

No addition or variation of these conditions will bind the company unless it is specifically agreed in writing and signed by Richard Black, Dermot Mullen or Sara Black, Directors. No agent or person employed by, or under contract with, Rouken Glen Vets Limited has the authority to alter or vary these conditions in any way.


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