J KRUMINA VETERINARY
Terms and Conditions of Business
Effective date: 26/10/2026
Introduction
Welcome to J Krumina Veterinary. We are an independent veterinary practice committed to providing professional, compassionate and high-quality veterinary care for your pets.
These Terms and Conditions outline the arrangements under which we provide veterinary services, including appointments, treatment, payments, prescriptions, emergency care and client responsibilities.
By registering with our practice or using our veterinary services, you agree to these Terms and Conditions, subject to your statutory rights.
We encourage all clients to familiarise themselves with these terms and contact us if they require clarification.
1. Registration and Client Information
1.1. All clients are required to provide accurate and up-to-date personal information, including their full name, address, telephone number and email address where applicable.
1.2. Clients are responsible for informing the practice of any changes to their contact details or their pet's information.
1.3. We may request proof of ownership or authorisation to make decisions regarding an animal's veterinary treatment where appropriate.
1.4. Registration with the practice does not automatically require a veterinary consultation or examination.
1.5. A veterinary consultation may be recommended where there are concerns regarding an animal's health or where a clinical assessment is required before providing treatment or prescribing medication.
1.6. We reserve the right to decline new registrations or discontinue non-emergency veterinary services where reasonable grounds exist, subject to our professional obligations and applicable legislation.
2. Appointments and Consultations
2.1. Consultations are available by prior appointment unless otherwise arranged with the practice.
2.2. Clients are responsible for arriving on time for their scheduled appointments.
2.3. Clients arriving late may be asked to reschedule their appointment if insufficient time remains for an appropriate clinical assessment.
2.4. Consultation fees are payable unless the appointment has been expressly advertised or agreed as free of charge.
2.5. Consultation fees cover the veterinary surgeon's professional examination, assessment and advice. Additional procedures, diagnostic tests, medications and treatments may incur separate charges.
2.6. Follow-up consultations and re-examinations may be chargeable.
2.7. Booking an appointment does not guarantee that a specific procedure or treatment will be performed. The veterinary surgeon will determine the most appropriate course of action following clinical assessment.
2.8. Appointment availability is subject to veterinary surgeon availability, staffing levels and clinical priorities.
3. Appointment Cancellations and Non-Attendance
3.1. We kindly request at least 24 hours' notice when cancelling or rearranging routine appointments.
3.2. Clients who are unable to attend their appointment should contact the practice as soon as possible.
3.3. Repeated failure to attend appointments without prior notice may result in restrictions on future non-emergency bookings.
3.4. Where cancellation or non-attendance charges apply, these will be communicated before booking and will be subject to applicable consumer law.
3.5. We reserve the right to cancel or reschedule appointments due to unforeseen circumstances, veterinary surgeon absence, emergencies, staff shortages or operational requirements.
3.6. We will make reasonable efforts to inform affected clients as soon as possible and offer alternative appointments where available.
3.7. The practice cannot guarantee the availability of a particular veterinary surgeon for every appointment.
4. Surgical Procedures and Hospitalisation
4.1. Surgical procedures are subject to veterinary surgeon availability, clinical assessment and the availability of appropriate facilities.
4.2. Surgery dates may be subject to change due to emergency cases, veterinary surgeon absence, staff availability or other unforeseen circumstances.
4.3. As an independent practice with limited surgical capacity, we may be unable to guarantee surgery dates when booking significantly in advance.
4.4. Where possible, clients will be provided with an estimate of the anticipated cost of surgical procedures.
4.5. Estimates are not fixed quotations unless expressly confirmed in writing. Additional costs may arise where complications occur or further treatment becomes clinically necessary.
4.6. Appropriate informed consent will be obtained before anesthesia, surgery and other procedures requiring consent.
4.7. Clients are responsible for following all pre-operative and post-operative instructions provided by the veterinary team.
4.8. We cannot guarantee the outcome of any surgical or medical procedure.
4.9. Where additional treatment becomes necessary during a procedure, reasonable efforts will be made to contact the owner or authorised representative to discuss the options and obtain consent, except where immediate action is justified under applicable professional obligations.
4.10. The practice reserves the right to postpone elective procedures where the veterinary surgeon considers the animal unsuitable for anesthesia or surgery on the scheduled date.
5. Fees and Payment
5.1. Payment is required at the time of consultation, treatment or collection of the animal unless an alternative arrangement has been agreed in advance.
5.2. Fees reflect professional time, medicines, consumables, equipment, diagnostic procedures and other resources required to provide veterinary care.
5.3. Clients may request an estimate of treatment costs before proceeding.
5.4. Where treatment costs are likely to exceed the original estimate, we will make reasonable efforts to inform the client and obtain further consent.
5.5. We may request deposits or advance payment for certain surgical procedures, hospitalisation or treatment plans. Any deposit conditions will be explained before payment.
5.6. Clients remain responsible for payment of veterinary fees incurred with their authorisation.
5.7. Outstanding accounts may be subject to reasonable debt recovery action in accordance with applicable legislation.
5.8. Clients experiencing financial difficulties are encouraged to discuss their circumstances with the practice before treatment wherever possible.
5.9. Any applicable charges will be explained as clearly as reasonably practicable.
6. Pet Insurance
6.1. We recommend that clients consider appropriate pet insurance to help manage unexpected veterinary expenses.
6.2. Clients remain responsible for all veterinary fees, regardless of whether their animal is insured.
6.3. We can provide relevant veterinary records and invoices to assist with insurance claims.
6.4. Insurance administration or direct claim processing may incur a fee, which will be disclosed in advance.
6.5. Approval, payment and reimbursement of insurance claims are determined by the insurance provider and cannot be guaranteed by the practice.
6.6. Clients are responsible for understanding their insurance policy, including exclusions, excesses and claim limits.
7. Prescriptions and Medication
7.1. Prescription-only veterinary medicines will be prescribed and supplied in accordance with applicable legislation and professional guidance.
7.2. A veterinary surgeon must determine whether an animal is under their care and whether a clinical examination is necessary before prescribing medication.
7.3. Repeat prescriptions may require periodic clinical reassessment to ensure the medication remains appropriate and safe.
7.4. Written prescriptions are available on request where legally permitted and may be subject to a reasonable fee, disclosed in advance.
7.5. Clients may obtain prescribed medication from another authorised supplier.
7.6. Prescription requests should be submitted with sufficient notice to allow appropriate clinical review and preparation.
7.7. Clients must administer medication according to the instructions provided by the veterinary surgeon.
7.8. Any suspected adverse reactions or concerns regarding medication should be reported to the practice promptly.
7.9. Unused medication should be disposed of safely through an appropriate disposal facility.
7.10. Refunds for returned medication will be considered in accordance with applicable law and the circumstances of supply.
8. Opening Hours and Emergency Out-of-Hours Care
8.1. Normal Opening Hours
J Krumina Veterinary operates during the following hours:
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Monday to Friday: 9:00 am – 7:00 pm
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Saturday: 9:00 am – 12:00 pm
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Sunday: Closed
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Bank Holidays: Closed
Consultations and surgical procedures are available by prior appointment, subject to veterinary surgeon availability.
8.2. Out-of-Hours Emergency Services
Outside our normal opening hours, emergency veterinary care is provided by:
Vets Now Peterborough
32 Papyrus Road
Peterborough
PE4 5BH
Telephone: 01733 601514
Clients requiring emergency veterinary assistance outside our normal opening hours should contact Vets Now Peterborough directly before travelling.
Out-of-hours consultations, investigations and treatments are provided independently by Vets Now and are subject to their own fees, policies and terms and conditions.
8.3. Emergency Care During Opening Hours
We endeavour to accommodate urgent and emergency cases during our normal opening hours, subject to veterinary surgeon availability, staffing levels and clinical capacity.
Clients should telephone the practice before attending with an emergency so that our veterinary team can assess the situation and advise on the most appropriate course of action.
Where we are unable to provide the necessary emergency treatment, clients may be directed to another veterinary provider or emergency veterinary hospital.
8.4. Emergency Referrals and Transport
Clients are responsible for arranging suitable transportation to the designated emergency provider unless alternative arrangements have been agreed.
Relevant clinical information may be shared with the emergency provider where appropriate to support continuity of veterinary care.
8.5. Changes to Emergency Arrangements
Emergency service arrangements may occasionally change.
Clients should follow the most up-to-date instructions provided through our practice telephone answering service, website or official communications.
J Krumina Veterinary: 01775 828215
Out-of-hours emergencies – Vets Now Peterborough: 01733 601514
9. Client Responsibilities and Animal Welfare
9.1. Clients are responsible for providing accurate information regarding their animal's medical history, current medications, symptoms and relevant behavioral concerns.
9.2. Dogs must be kept under appropriate control, and cats and other small animals should be transported in secure, suitable carriers.
9.3. Clients must inform the veterinary team if their animal has a history of aggression, biting, extreme anxiety or other behavior that may present a safety risk.
9.4. We may recommend appropriate handling measures, sedation or alternative arrangements where clinically justified and necessary for animal welfare or safety.
9.5. Clients are responsible for following veterinary advice and treatment instructions.
9.6. The welfare of animals remains our priority, and we may decline requests for treatment that are clinically inappropriate or contrary to our professional obligations.
9.7. Clients are responsible for ensuring that their pets are appropriately supervised and controlled while attending the practice.
10. Communication and Veterinary Advice
10.1. Veterinary advice provided by telephone, email or social media may be limited where an animal has not been clinically examined.
10.2. An in-person consultation may be required to assess an animal's condition appropriately.
10.3. We aim to respond to enquiries promptly; however, response times may vary depending on clinical workload and staffing availability.
10.4. Social media and email should not be used for urgent or emergency veterinary enquiries.
10.5. Clients requiring urgent veterinary assistance should contact the practice directly during opening hours or the designated out-of-hours emergency provider when the practice is closed.
10.6. Messages sent outside normal opening hours may not be reviewed until the practice reopens.
11. Clinical Records and Confidentiality
11.1. Clinical records are maintained in accordance with professional and legal requirements.
11.2. Clients may request access to relevant veterinary records and their personal information, subject to applicable law and professional obligations.
11.3. Relevant clinical information may be shared with another veterinary provider where appropriate and permitted, including for referrals, emergency treatment and continuity of care.
11.4. Personal information is processed in accordance with UK data protection legislation and our Privacy Notice.
11.5. We will not use identifiable client information or photographs of clients and their pets for promotional purposes without an appropriate lawful basis or permission where required.
12. Respectful Behaviour Towards Staff
12.1. J Krumina Veterinary is committed to maintaining a safe, respectful and professional environment for clients, staff and animals.
12.2. Abusive, threatening, discriminatory, intimidating or aggressive behaviour towards staff or other clients will not be tolerated.
12.3. This includes inappropriate behaviour in person, over the telephone, by email or through social media.
12.4. We reserve the right to refuse or discontinue non-emergency services where a client's behaviour makes it unreasonable or unsafe to continue the professional relationship.
12.5. Where a professional relationship is discontinued, we will act in accordance with our professional obligations, including animal welfare considerations and appropriate arrangements for ongoing care.
12.6. Serious threats or incidents of harassment may be reported to the appropriate authorities.
13. Complaints and Feedback
13.1. We welcome constructive feedback and are committed to addressing concerns fairly and professionally.
13.2. Clients who are dissatisfied with any aspect of our service are encouraged to contact the practice directly.
13.3. Complaints should include relevant details, including the date of the incident and the nature of the concern.
13.4. We will investigate complaints and aim to provide a response within a reasonable timeframe.
13.5. Where a complaint cannot be resolved directly, clients may be informed of relevant independent complaint resolution services, including the Veterinary Client Mediation Service where applicable.
13.6. We encourage clients to allow the practice an opportunity to investigate and respond to concerns.
14. Limitation of Liability
14.1. Veterinary treatment involves inherent risks, and outcomes cannot always be predicted or guaranteed.
14.2. We will exercise reasonable care and skill in providing veterinary services.
14.3. Nothing in these Terms and Conditions excludes or restricts liability where doing so would be unlawful.
14.4. Nothing in these Terms and Conditions affects a client's statutory consumer rights.
15. Changes to Terms and Conditions
15.1. We may update these Terms and Conditions from time to time to reflect changes in legislation, professional guidance or practice operations.
15.2. The current version will be available upon request and, where applicable, on our website.
15.3. Changes will apply subject to applicable consumer protection law and will not retrospectively remove rights already acquired by clients.
16. Contact Details
J Krumina Veterinary
9 Cresswell Close
Pinchbeck
Spalding
Lincolnshire
PE11 3TY
Telephone: 01775 828215
Email: jkveterinarypractice@gmail.com
Website: https://www.jkruminaveterinary.co.uk/
Out-of-Hours Emergency Provider
Vets Now Peterborough
32 Papyrus Road
Peterborough
PE4 5BH
Telephone: 01733 601514
Thank you for choosing J Krumina Veterinary. We appreciate the trust you place in us to care for your pets and look forward to providing professional, compassionate veterinary care.