FAQ's 


Q. What do I do if I have an emergency?
A. Please telephone straight away where you will receive instructions. Do NOT send a text as it may not be attended to with the urgency required.


Q. What to do in an emergency
A. If you have an emergency between 8.30-5.30 on weekdays, please proceed to the surgery immediately and, if you can, let us know you are on you way. If you have an emergency at night or over the weekend, please telephone our normal number where you may receive an answerphone message with instructions. Our out of hours emergency service is run by Kew Vets, 11 Wych Elm, Harlow CM20 1QR. You may receive a further answerphone message with instructions when you phone them.


Q. Can you come and visit my pet at home?
A. Please phone us to find out if you are in our area (see map) and if we are currently taking on new clients.


Q. Is it expensive?
A. There is no visit fee. You will be charged a consultation fee as you would be at a surgery.


Q. How do I register with you?
A. Please get in touch by phone or email. We will need to contact your previous vets to get your pet’s history. Please note this can only be done during normal working hours.


Q. What if my pet needs an operation?
A. We have comprehensive operating facilities at Darwin Cottage where we can carry out a large range of surgical procedures in comfortable surroundings. However, where needed we have access to hospital facilities at Kew Vets in Harlow.


Q. I have pet insurance, can you deal directly with the company?
A. In almost all circumstances, provided a claim form is provided promptly, claims can be made direct from the insurance company so that there is no need for you to pay the whole bill up-front. There is NO CHARGE for this service.


Q. Can you issue my pet with a passport?
A. Since 31st December, it is necessary to have an Animal Health Certificate for travel within the EU, Pet Passports are no longer valid.  The Animal Health Certificate needs to be completed by us within 10 days of travel to the EU, it is valid for 4 months for onward travel within the EU and is valid for 4 months for re-entry into Great Britain.  It is a lengthy document for you will need a long appointment and to contact us with AT LEAST 3 working days’ notice if you intend to travel.  It is still a legal requirement for pets to be treated against tapeworm 1-5 days before travelling back to GB and BEFORE travelling to certain countries such as N Ireland, Ireland, Finland, Norway and Malta. 

More information is available at www.gov.uk/taking-your-pet-abroad


Q. Are you able to help me with all aspects of my pet’s health?
A. Yes. From the beginning to the end of your pet's life, we can help you to keep your pet as healthy as possible by tailoring routine vaccinations, parasite control, weight control and senior care specifically for their personal needs.


Q. If I think my pet has come to the end and I would like it to pass away at home, can this be arranged?
A. Allowing a pet to pass away peacefully at home is something we feel very passionate about.  This can be arranged according to your wishes and we can also help with cremation services.