Terms and Conditions
Arbury Road Veterinary Surgery

 © arbury road vets limited cambridge 2016.   Telephone calls are recorded to improve our service.

Arbury Road Vets Limited  Company registration Number: 10528901 (England & Wales)  Registered Office:32 Arbury Road Cambridge CB4 2JE

for you and your pet


Tel: 01223 361911

Emergencies seen immediately




8.30am - 7.00pm


8.30am - 12.00pm



Opening Times New Pet Click Here

email: info@arburyroadvets.co.uk

New to the area, new pet in the family or just changing vets

Feel free to register here

32 Arbury Road Cambridge

CB4 2JE 01223 361911

Where to find us on a map

Modern Vet Practice with old fashion values of care

Introduce a Friend and both of you will receive a £15 credit against fees   Boosters Consultations etc.

Click here for details

August Bank Holiday Opening Times

25th Saturday    Open

        8:30am to 12 noon

26th Sunday           Closed

27th  Monday August Bank          Holiday          Closed

29th Tuesday Normal Hours

Thank you for entrusting the care and attention of your pet to Arbury Road Vets Limited. This details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation and clarification if required.


All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. Our written fee list is available on request. Cost breakdowns can be prepared on request.


Accounts are due to settlement at the end of every consultation, discharge of your pet, and/or collection of drugs/diets. You may settle the account using:


We will happily provide written estimates as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate as your pet’s illness may not follow a conventional course.


Should an account not be settled promptly, a reminder letter will be sent with an additional accounting fee of £6.00 in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges of £6.00 each time will be incurred. These however may be deducted if payment is made promptly. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our Bank as unpaid, any Credit Card payment not honoured and any Cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum (currently 0.5% per calendar month).


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 instalments or part-payments of any account may ONLY be sanctioned with the express permission of Robert Done MRCVS.


Arbury Road Veterinary Surgery supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle your account and then to reclaim the fees from your Insurance Company.


Treatment costs can vary depending on the time of the emergency. Out of Hours provision is provided by Vet24 at Milton (near Tesco superstore).  Typical cost would be £120.


We hope that you never have recourse to complain about the standards of service received from Arbury Road Veterinary Surgery. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to Robert Done MRCVS.


The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Robert Done MRCVS. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway


Telephone calls may be recorded for training, quality monitoring, compliance and security purposes.


Clients may obtain prescription only medicines (POM-Vs) direct from the practice or we can provide a prescription which will allow clients to obtain these medicines from another veterinary surgery or pharmacy. Note we do not have any control over the precise medicine dispensed by another surgery or pharmacy, what medicines they will be able to supply from stock, and whether they are able to provide any knowledgeable advice. Additionally a prescription may not be appropriate if immediate treatment is required. The general policy of this practice is that an animal requiring repeat prescriptions should be re-examined every 6 months, but this is dependent on individual circumstances. The charge made for re-examination is the same as that for a 10 minute reduced consultation, (this may be included in an annual booster vaccination consultation),  please telephone for current charges. Please note that by legal requirement, POM-Vs can only be dispensed or prescribed for animals under our care.


If you continue to browse and use our site, you are agreeing to comply with and be bound by our terms and conditions of use. If you disagree with any of these terms, please do not use our website.

The material contained in this site is provided for general information only. It is subject to change without notice. We make no express or implied conditions, warranties or representations about any of the content, its accuracy. Information, advice and materials are for guidance only. Please seek specific veterinary advice about your pet(s). We accept no responsibility or liability for any loss of any kind, including liabilities to third parties, which may arise as a result of your use of this site and any information contained in it. We provide links to other websites, for information only. We are not responsible for any information they contain or for any website which may be accessed from or through this site. You must agree not to post or transfer to our website or social media, any material which is obscene, racist, misleading, inaccurate, defamatory or in breach of any copyright or intellectual property rights or that will cause any damage to data, software or the performance of any computer system. You may copy, or download any information obtained from this site, for your personal use and if the information is put on another website you must also set a link back to this site.  We may change these terms. When you continue to use the site, you are agreeing to these changes. Your use of this website is governed by the laws of England and Wales and any disputes arising out of its use will be submitted to the jurisdiction of the courts of England and Wales.


This website makes minimal use of cookies. The only cookie currently in use is used to support analysis and understanding of how people use the website (what they like most, when is the busiest time of day on the site, have people found new content when it is published, etc.). We perform this analysis to help us improve the usage and effectiveness of the website. The data collection and reporting behind this analysis is currently provided by Google Analytics. Your continued use of this website will indicate your agreement to the use of this cookie. More information on this cookie and advice on how to stop this cookie being used is available on the web.


At Arbury Road Vets Ltd we are committed to protecting our client’s personal information and being transparent about what information we hold and what we use that for.

We hold personal information (name, address, phone numbers, email addresses) in order to contact you about your pets health, to keep you informed about events/changes at the practice, remind you about appointments booked, register your pet microchips, and to market relevant products and services We collect that information when you register with us and will ask you to confirm it periodically in the future. We may use third party companies to deliver such information to you but we will only use companies that securely handle and process your data. We may also share your information with third party companies such as laboratories insurance companies debt collection agencies certain pet charities offering financial assistance and microchip registration databases. We will not share your data with other external companies for their own marketing purposes. The more we can contact you the better service we can give, and we will ask you if you agree to the ways in which we propose to use your data. We hold your personal data for 25 yrs; this correlates with how long we are required to retain your pet’s clinical records (how long a pet may live), and your data is used to identify these records. We may record phone calls for training and monitoring purposes. Such recordings are held for 1 year. We operate CCTV recording for the purposes of security and crime prevention. Such recordings are held for one month.

You can contact us (in person post or by email) to request a copy of your data held by us, to correct any errors, to request that we don’t use your data for a particular purpose (e.g. for marketing) or to ask for removal of personal data we hold (we may hold data under our legal obligations).

You can complain to the Information Commissioner’s Office if you think there is a problem with the way we are handling your data.

We keep this privacy notice under review; last updated May 2018.