Thank you for entrusting the care of your pet(s) and livestock to 3 Bridges Vets. 

This document contains our Terms & Conditions. Some aspects of the terms may not be relevant to you. Please ask for further explanation or clarification if required. 

The team at 3 Bridges Vets veterinary practice is committed to providing a high level of veterinary care for our patients in a compassionate and caring manner.  Our ethos is one of mutual trust and respect between the veterinary team and our clients and we aim to work collaboratively with pet owners and to involve them in decisions surrounding their animal's care as much as possible.  We make fair and reasonable charges to provide these services.  Estimates, verbal or written, for any treatments or procedures advised are always available. 

Our Services: 

Normal business hours: 

The practice is open for consultations, procedures, advice and supply of medicines / other products between 8.30am to 6pm Monday to Friday and 9.30am to 12.30pm on Saturdays (consultations by appointment only). Outside these times, an out of hours service is provided by 3 Bridges Vets to care for animals requiring urgent or emergency care, or to provide ongoing hospitalisation support.  

Appointments can be booked over the phone (01383 667160), via email (info@3bridgesvets.co.uk) or on our website (https://3bridgesvets.co.uk/book-an-appointment/). Please call us in the event of an emergency.  

Out of hours (OOH) arrangements: 

We run our own OOH service, for registered clients, at the practice. This is located at Fordell Firs, Hillend, Dunfermline, KY11 7HQ (What3Words location: ///hockey.slurping.sorry). For farm animal and equine clients, the on call vet can attend the farm/stables OOH. 

Our OOH service is run by our experienced team of veterinary surgeons and registered veterinary nurses meaning you will be in a familiar practice seeing one of our daytime staff in the case of an emergency. An OOH consultation starts at £205. 

If you are worried about your pet when the practice is closed, please call 01383 667160. After checking the details of the problem and your concerns, the vet on call will be able to provide you with advice or arrange to see your pet if necessary. 

Overnight In-Patient Care: 

We do not have a member of staff on site continuously overnight. However, patients staying with us are monitored according to their individual needs. Your pet will be checked at regular intervals, as determined by the veterinary surgeon responsible for their care. If at any point your pet's condition becomes unstable, or if a higher level of monitoring is required, we will discuss referring your pet to a veterinary hospital that provides continuous overnight care. If you have any questions about overnight monitoring or would like to discuss whether referral to a hospital setting may be more appropriate for your pet, please speak to a member of our clinical team. 

We must maintain accurate records of our clients and patients.  In order to do this we may periodically ask you to confirm registration and contact details.  If your details change, please inform us so that we can ensure that our database is accurate and you continue to receive appointment and treatment reminders 

Returning Medication

The British Veterinary Association Code Of Practice On Medicines (2000) states:

"Once stock has been dispensed, it should not be accepted back into the dispensary.  No returned goods should be offered for resale because there may have been problems with storage conditions beyond the veterinarian's control."

This means that we cannot give refunds for returned medications as we are obliged to dispose of them.

Out-of-date or unused medicines can be returned to 3 Bridges Vets for disposal.  Unfortunately, however no refunds can be offered.

Data Protection: 

3 Bridges Vets takes your privacy very seriously and we take great care to comply with our obligations under the Data Protection Act and to protect your personal information including any financial details that you provide. We will only use your personal information in order to liaise with you regarding the healthcare of your pets. 

We may need to disclose or share your personal information with regulatory authorities for the purpose of fraud prevention and/or to comply with any legal or regulatory requirement. If you have any questions about the way 3 Bridges Vets uses your personal information, please write to the practice owner, Hannah McKerrow, 3 Bridges Vets, Fordell Firs, Dunfermline KY11 7HQ or info@3bridgesvets.co.uk  

From time to time it may be necessary for us to use the details you have provided in order to advise you about products important to your animal's welfare and of potential interest as a pet owner. 

Full details of how 3 Bridges Vets collects, stores and uses your data are provided in the practice Privacy Policy. 

Terms of business: 

3 Bridges Vets will endeavour to provide veterinary services in accordance with reasonable standards as specified in the RCVS Code of Professional Conduct for Veterinary Surgeons and Veterinary Nurses.  Information about this code is available at:  www.rcvs.org.uk 

In order to comply with Veterinary Medicines Regulations and to work within guidelines given by the Royal College of Veterinary Surgeons, we are only able to prescribe medicines classified as 'Prescription Only Veterinary Medicines' to animals 'under our care'.  Animals cannot be considered to be 'under our care' unless a physical examination has taken place.  As a consequence, veterinary surgeons are not able to prescribe any prescription only medications for animals if they have only conducted a consultation over the phone or via an app or website. 

For patients suffering from long-term health problems that require ongoing medication, it is possible to supply repeat prescriptions without the animal having to be seen every time.  Such animals will require regular repeat examinations, to ensure that the animal is suffering no ill effects from the medications that have been prescribed and to monitor improvement or deterioration in any clinical condition.  In addition, they allow the veterinary surgeon to check for the development of any new condition that might affect the continued use of medications previously advised.  Re-check consultations of this type will generally be required every 6 months, although this usually applies to those animals that are stable on their medication; in the early stages of the treatment of a disease, or in the case of particularly severe conditions it may be necessary to re-examine the animal at shorter time intervals and the veterinary surgeons will use their professional judgement of the animals' clinical condition to determine the appropriate re-examination period.  The veterinary surgeons will always be happy to explain their decision regarding the necessity for repeat examinations and to quote for both these and the medications likely to be required on an ongoing basis. 

Requests for repeat prescriptions for ongoing medication must be authorised by a veterinary surgeon and in order to allow the veterinary surgeon sufficient time to check patient records 3 Bridges Vets that pet owners give 48 hours notice for this. 

3 Bridges Vets uses prescription only medicines to provide its patients with preventative healthcare to control internal and external parasites (such as worms and fleas / ticks etc).  The prescription only products treat a broader range of parasites more quickly, safely and effectively than non-prescription products.  These preventative healthcare medicines can be prescribed to healthy animals as long as they have had a consultation with a veterinary surgeon within the last 12 months. 

We are happy to both prescribe and dispense medications for our patients, or to provide written prescriptions in order that owners can purchase the medications elsewhere.  There is a charge for the provision of a prescription reflecting the time taken to consider the correct drug to use, the dose required, any possible adverse reactions or interactions between medications prescribed etc.  Written prescriptions are valid for use in the UK only and for a maximum period of 6 months.  We are not legally allowed to prescribe or dispense, on any one occasion, more medication than would be needed, either for the condition to be expected to have resolved, or before the time of the animal's next routine check-up and in the case of certain drugs, from what are termed the 'controlled' legal categories, the total amount we are able to prescribe may be small in consideration of the safety of customers having such drugs in large quantities in their homes.  Additionally, whilst it may be possible to allow 'repeat dispenses' of some drugs on one prescription, this is strictly forbidden for any 'controlled' drugs and such prescriptions will therefore, always be for a single use only. 

Due to legislation surrounding veterinary medicines, we are not allowed to prescribe or dispense products intended for use in humans if such a product exists in a veterinary formulation; therefore, any prescriptions provided will be for named veterinary preparations only.  Should it be necessary to advise the use of a non-licensed product we will explain the reasons for this choice and may request that a disclaimer is signed by the owner of the animal. 

A consultation fee is charged to cover the time taken to examine an animal, make a diagnosis and provide relevant treatment.  This charge will be made even if no treatment is required.  Reduced price consulting fees are charged for repeat examinations for an animal presenting with the same condition or a linked condition within a short time span. The standard consulting charges apply for a 20-minute consultation, should a case prove to be more complex and require additional time a surcharge may be made.  Consultation charges generally apply on a per animal basis, however, depending on time taken this may be varied at the veterinary surgeon's discretion. Please note, all 3 Bridges Vets consultations are subject to VAT at the prevailing rate. 

Treatment plans for your pet will be made in discussion with you. The veterinary surgeons will always explain any options for different types of care which may be appropriate on an individual patient basis.  Estimates for likely costs of such treatment will be provided (these are valid for 30 days since changes to the animal's condition over time may affect the treatment plan and / or changes in costs for medications and / or equipment necessary to provide the treatment may affect overall charges).  Please note that medical care involves significant uncertainty, and it is possible that initially planned treatment may have to change and unforeseen costs may occur.  The team at 3 Bridges Vets will endeavour to contact you to warn you of any additional costs and seek your consent before they are incurred, however, there may be instances, when, acting in the interest of the animal treatment may have to be given before such consent can be obtained.  Should that happen, you will be contacted as soon as is practicably possible and a full explanation provided. 

The team at 3 Bridges Vets will care for your pet to the best of their ability and within their level of experience.  There may be times when, in the interest of your pet, advice may be sought from specialist colleagues.  This may be by phone (when the vet in charge of your pet's case will discuss it with a specialist), or it may be that it is considered that your pet's care would best be provided by a specialist.  If that is the case, this will be discussed with you, the options and likely costs explained and provided you agree to the referral, the team at 3 Bridges Vets will help to make the necessary arrangements to facilitate this. 

If, at any stage, you should have queries about your pet's care, in the first instance please discuss these with the veterinary surgeon in charge of the case.  If you have any concerns and would like a 2nd opinion from another veterinary surgeon at 3 Bridges Vets you are welcome to request to speak with one of them, or to arrange an appointment.  If you would like to seek a 2nd opinion elsewhere (or to request that your pet is referred), again, please either discuss this with the vet in charge of your pet's case, or with Hannah McKerrow practice owner who will be happy to assist you. 

3 Bridges Vets respectfully requests that the costs for all services and treatments are made in full, at the time that those services or treatments are provided. Payment would be preferred in cash or by credit card.  Alternately we are happy for payment to be made by bank transfer and the practice bank details can be provided for those preferring to settle their fees in this way.  Detailed, itemised invoices can be provided for all services performed and medication given.  It would be greatly appreciated if any concerns about payment were raised before treatment has begun and discussed with the veterinary surgeon in charge in order that possible embarrassment at the reception desk can be avoided. We do not offer payment plans for treatment since payment is expected at the time that treatment is provided.  Instalments or part-payments can only be sanctioned by Hannah McKerrow. Please do not expect any other members of the team to be able to make such decisions without referring to Hannah McKerrow. 

The practice strongly recommends that clients consider obtaining appropriate pet health insurance. We are happy to provide general information about the types of cover available and factors to consider when choosing a policy. However, we are not authorised to provide advice on specific insurance products, discuss the detailed terms of individual policies, or recommend particular insurance providers. 

Clients are solely responsible for reviewing the terms and conditions of their own policy, including cover limits, exclusions, excesses, co-payments, and claim procedures. The practice accepts no responsibility for any shortfall in cover or declined claims. 

The charges levied for insured pets are no different from those that are uninsured.  We would request that any costs incurred are settled with the practice by a pet's owner and then claimed back from the insurance company. In exceptional circumstances it may be possible to arrange for the practice to claim the fees from the insurance company directly.  We would request that clients wishing to make a 'direct claim' check with the management team, as this is done on a case by case basis, before agreeing to any course of treatment.  We reserve the right to refuse a direct claim.

Any accounts for treatment or services provided which have not been settled within 14 days, will receive a reminder.  Should an account remain outstanding for 30 days, the practice reserves the right to de-register the pet and to pursue debt collector action.  Any addition fees incurred as a consequence of such action will be added to the outstanding balance.  Any cheque returned by your bank as unpaid or credit card payment not honoured and any cash found to be counterfeit, will result in the account balance being restored to the original fee with further charges associated with bank charges and administrative fees being added. 

Complaints process: 

The last thing we wish to do at 3 Bridges Vets is to cause you or your pets any undue distress. Should this happen, we would like to reassure you that any upset or distress is not intentional. 

However, if you feel that the standards of care, service and value for money you have received in the care of your pet are not satisfactory then please contact Hannah McKerrow, practice owner. 

The practice will endeavour to resolve your complaint in line with the practice Complaints Policy. A full copy of the policy is available upon request. 

3 Bridges Vets will always seek to build positive, respectful relationships with its clients.  However, this is only possible where our clients show the team a similar level of respect.  Just as our clients are entitled to expect appropriate standards of care, service and value for money from the practice, so the team at 3 Bridges Vets are entitled to expect appropriate standards of conduct and behaviour whilst serving our patients and clients.  We consider that appropriate standards of conduct and behaviour means that clients are not entitled to speak to, or treat the team in a manner that would be considered inappropriate were we to do the same to them.  This includes swearing, aggressive, abusive or intimidating behaviour and / or defamation on social media without drawing the attention of the practice to a concern.  Should such instances occur, 3 Bridges Vets reserves the right to de-register the client and their pets. 

We look forward to a long and healthy association with you and your pets. 

 

Privacy Policy 

 

Introduction: 

3 Bridges Vets is an independently owned veterinary practice providing animal healthcare services to companion animal, equine, and agricultural clients. 

For the purposes of data protection legislation, 3 Bridges Vets is the Data Controller (DC). 

This privacy policy explains how we collect, use, store, and share personal data in the course of providing veterinary services. 

 

Personal data we collect: 

We may collect and process the following personal data: 

• Title 

• First and last names 

• Address 

• Contact telephone numbers 

• Email address 

 

For farm and equine clients, this may also include relevant business contact details, holding or location identifiers, and other information required to deliver veterinary services or meet statutory requirements. 

 

This information is required to create a client record and is collected either via our website or by our reception team when an individual first contacts the practice. 

 

Practice Management Systems and Clinical Records: 

Client data is entered into our practice management system (PMS). This system and the associated data are hosted using secure cloud-based services that comply with UK GDPR and relevant data protection legislation. Appropriate technical and organisational measures are in place to protect personal data. 

 

Where we provide treatment to an animal, we are legally required to maintain a clinical record. Clinical records form a sub-record of the client record and are searchable within our PMS. 

 

Clinical records and associated personal data are retained for a minimum of seven years, in line with legal and professional obligations. 

Diagnostic imaging systems, including X-ray and ultrasound equipment and associated software, are used to capture, store, and review clinical images. These images form part of the animal's clinical record and are stored and processed in accordance with this policy. 

 

Use of OVForm for Animal Health Certificates (AHCs): 

Where required for international pet travel, 3 Bridges Vets uses OVForm, a secure, DEFRA-approved online system, to complete Animal Health Certificates (AHCs) and related official veterinary documentation. 

This may involve processing and uploading relevant personal data, including: 

• Owner details 

• Animal identification details 

• Microchip information 

• Vaccination and health records 

• Travel plans and documentation 

 

OVForm acts as a data processor, and personal data is processed only for the purpose of meeting statutory and regulatory requirements relating to animal movement and certification. 

 

Cloud-Based Email Systems: 

We use cloud-based email systems to communicate with clients, laboratories, referral practices, and regulatory bodies. 

 

Emails may contain personal data where necessary to provide veterinary care, manage appointments, complete statutory documentation, or meet legal or regulatory obligations. Access to email systems is restricted to authorised staff. 

 

Use of Mobile Scanning Applications and Personal Devices: 

In some circumstances, authorised members of staff may use mobile scanning applications on personal devices to capture documents such as consent forms, identification documents, or certificates where this supports the efficient delivery of veterinary services. 

 

Scanned documents may be temporarily processed on a personal device and transmitted to the practice using email, including where the email is sent from a personal email account to the practice's official email system. 

 

The following safeguards apply: 

• Use of personal devices for scanning is limited to authorised staff 

• Personal data is transferred to the practice as soon as reasonably practicable 

• Once documents have been successfully received and stored within the practice's secure systems, they are deleted from the personal device and any personal email account used 

• Staff are expected to take reasonable steps to protect personal data when using personal devices, including use of available security features where possible 

• Personal data is not intentionally stored on personal devices beyond the point of transfer 

 

In the event that personal data is not immediately deleted from a personal device or personal email account, it is retained only for as long as necessary to ensure successful transfer to the practice's secure systems and is deleted as soon as the omission is identified. Any such retention is incidental and not for the purpose of ongoing storage. 

 

Why We Process Personal Data: 

We can only provide a professional veterinary service to those who provide the personal data outlined above. Without this information, we may only be able to provide basic first aid in emergency situations. 

We process personal data for the following purposes: 

• Registration as a client of 3 Bridges Vets 

• Creation and maintenance of animal clinical records 

• Obtaining and maintaining clinical records from previous veterinary practices 

• Dispensing pharmaceutical prescriptions, where labels include client name and address as required by law 

• Invoicing for goods and services in line with our terms and conditions 

• Administration of membership schemes or clubs, including direct debit mandates where applicable 

• Processing and reporting diagnostic test results, including laboratory results 

• Reporting notifiable diseases to relevant authorities where legally required 

• Use of diagnostic imaging systems, including X-ray and ultrasound, for the diagnosis and treatment of animals 

• Completion of statutory documentation, including Animal Health Certificates 

 

Consent-Based Communications: 

Where a client has opted in, we may use personal data to send: 

• Appointment reminders 

• Annual health check and vaccination reminders 

• Treatment reminders for prescribed medications 

• Practice newsletters 

• Targeted promotional communications 

 

Communications may be sent via SMS, email, or post. Clients can manage their communication preferences by speaking with a member of the reception team or by using opt-out options provided. 

 

Sharing of Personal Data: 

We will only share personal data with other data controllers or processors that are contractually required to comply with data protection legislation. 

 

Personal data is shared only where necessary to provide veterinary care or meet legal obligations. This may include: 

• External laboratories 

• Other veterinary practices 

• Referral or specialist centres 

• Microchip registration databases 

• Government or regulatory bodies where reporting is required by law, including for notifiable diseases 

 

We do not sell personal data or share it for unrelated marketing purposes. 

 

Data Retention and Erasure: 

Clinical records and associated personal data are retained for a minimum of seven years, in line with legal and professional obligations. 

Some records may be retained for longer where required by law, regulatory guidance, or where there are ongoing considerations relating to animal welfare, public health, or legal matters. 

We retain personal data only for as long as necessary to: 

• Provide veterinary care 

• Meet legal and regulatory requirements 

• Respond to legitimate requests for clinical records 

 

Where there is no ongoing legal or animal welfare requirement, and upon request, personal data may be erased from our systems. 

 

Closed Circuit Television (CCTV): 

3 Bridges Vets premises are monitored by CCTV, which is clearly signposted. Footage is accessed only where necessary for monitoring, safety and security purposes and only by authorised individuals. 

 

Your Data Protection Rights: 

Under data protection law, you have the right to: 

• Access your personal data 

• Request correction of inaccurate or incomplete data 

• Request erasure in certain circumstances 

• Request restriction of processing in certain circumstances 

• Object to processing in certain circumstances 

• Request data portability 

 

You are not required to pay a charge for exercising your rights. We have one month to respond to requests. 

 

To exercise your rights, please contact Hannah McKerrow (practice director) via 

Email: info@3bridgesvets.co.uk 
or, Post: 3 Bridges Vets, Fordell Firs, Dunfermline, KY11 7HQ 

 

Complaints: 

If you have concerns about how your personal data is handled, please contact us at the address above. We take all complaints seriously. 

 

You may also complain to the Information Commissioner's Office (ICO): 

Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF 

Helpline: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint 

 

 

Last updated: 17 February 2026 

We may update this Privacy Policy periodically. The most recent version will be available on request and on our website.