Our terms of business are that payment for veterinary services  and medicines are made within 10 days of presentation of the monthly invoice for Registered First Opinion Clients. If you are not  registered as a First Opinion Client, then payment will be expected at the time of treatment or, if your horse is admitted to the hospital, before or at the time of discharge.

Should you find yourself in a position where you are unable to pay your account within 10 days please contact the accounts office as soon as possible, so we may assist you to make suitable arrangements.

The Practice will charge interest on overdue accounts at a rate of 2.5% per month, compound.  If the involvement of a third party debt agency or The County Court becomes necessary you will be responsible for all agency / collection fees incurred.

Please note the role of the insurance company is to reimburse you for fees incurred for veterinary treatment.  Such fees must be paid by you initially and are due for payment on presentation of the monthly invoice.  Clients should be aware that we cannot guarantee that their insurance company will cover the costs of their animal’s treatment and they are therefore encouraged to contact the insurance company to verify the cover  prior to treatment.

The Practice requires authorisation by new clients wishing to register as First Opinion Client for a credit check to be performed with a regulated credit agency and for permission to contact any previous veterinary practices to obtain their animal’s medical history and to check that the client does not have any outstanding accounts or poor credit history.

Prescriptions are available from Liphook Equine Hospital – You may obtain Prescription Only Medicine, Category V, (POM-Vs) from your veterinary surgeon or ask for a prescription and obtain these medicines from another source. A fee will be charged for issuing a prescription.

The general policy of Liphook Equine Hospital is to re-assess a horse/donkey requiring repeat prescriptions every 6 months, but this may vary with individual circumstances. The cost of re-assessment can be provided on request.

Feedback and Complaints Procedure- The Practice welcomes feedback both positive and negative. We hope you will be entirely happy with the service you receive so if you have something to tell us either positive or negative please feel free to complete a feedback form which can be found in the hospital reception or contact us in person, by phone, letter or email to post@theleh.co.uk.  Where appropriate we will acknowledge your communication and assign someone to pursue it for you.  You will receive a further response via one of the mechanisms above as soon as we have been able to fully look into the matter for you. We look forward to hearing from you.

What our clients say

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My experience of each and every vet and member of staff, the attention to detail and the first class level of care to my horses, my husband and me and my clients has always been fantastic — Mrs. Yvonne Nailor, Dressage rider/ trainer and livery yard owner