STANDARD TERMS AND CONDITIONS OF BUSINESS
Thank you for entrusting the care of your pet to us.
This leaflet outlines our Practice Terms and Conditions: If you have any queries about any of the terms then please speak with to our Clinical Director, Dr Ruth Parker or our Practice Manager, Mrs Sam Anderson.
FEES
All fees, diets and medication are subject to VAT at 20%.
Fees are determined by the time spent on a case and according to the medication, materials, consumables and diagnostic tests used.
A detailed print out (itemised invoice) will always be given for every transaction with us: please ask the receptionist for one if it is not offered.
Consultations and treatments out of hours (6.15pm – 8.30am weekdays, after 12 noon Saturdays and all day Sunday and Bank Holidays) are undertaken by our out of hours provider and are charged at a higher rate.
Surgical and medical procedures undertaken out of hours requiring the assistance of a nurse are subject to an out of hours surcharge.
ESTIMATES OF TREATMENT COSTS
We are happy to provide an estimate of likely costs of a course of treatment: but please remember that this is an estimate only, and the final fee may be more of less than the estimate. This is especially true for surgery and dental work when, for most operations, the fee depends on the duration of the anaesthetic and operation performed.
External laboratory fees may not be billed until the result is received from the lab.
SETTLEMENT TERMS
You are responsible for full settlement of your account.
Accounts should be paid at the end of the consultation or on the discharge of your pet, if admitted for a procedure.
Please note that if after three payment reminders the bill is still outstanding, there will be an additional charge depending on the size of the account, and the debt will be forwarded on to our debt collection agency where additional charges may also occur.
METHODS OF PAYMENT
You may pay your account by cash, credit or debit card or bankers card. We no longer take cheques. Payments by card can be taken over the telephone. Accounts can also be paid by internet banking: our bank details are on the bottom of account statements, or via our website.
INSURANCE
If your pet is insured, we are happy to complete an insurance form for you. We will not charge a fee for doing this if you paid us for the treatment.
We can arrange direct payment of insurance claims with some insurance companies, but you must pay the excess and any shortfall in the insurance payment.
Please remember it remains your responsibly to check with your insurance company that your pet is covered for the treatment provided. For reasons of client confidentiality, we are not allowed to do this on your behalf.
Not all insurance companies provide the same level of cover and some insurance companies only provide cover for a limited time period (usually 12 months). If you are in any doubt about any aspects of your policy please contact your insurers for clarification.
Please note that in the event that your insurance company declines to settle your claim or
any part of it for any reason, you will be liable for the costs of treatment.
INABILITY TO PAY
If for any reason you are unable to pay your account, we ask you to discuss the matter as soon as possible with a member of staff who will refer the matter to one of the clinical directors. Please note that instalments or part-payments of any account may only be sanctioned with the permission of the clinical director or practice manager.
Non-emergency medication or other items cannot be given without payment at the time.
COMPLAINT
We aim to give a high level of service to you and your pet and hope that you are satisfied with the service provided.
If, however you have reason to complain about anything that you feel we have not dealt with satisfactorily then please direct your comments initially to a veterinary surgeon. If you are not happy with the resolution then please contact the practice manager and/or clinical director.
APPOINTMENTS
We would greatly appreciate if clients could give at least 24 hours’ notice if an appointment cannot be kept. This can then free up the appointment for other pets to be seen. We reserve the right to charge £20 for any appointments missed.
WRITTEN PRESCRIPTIONS
Prescriptions are available from this practice
You may obtain relevant veterinary medicinal products from us OR ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. Your veterinary surgeon may prescribe relevant veterinary medicinal products only following a clinical assessment of an animal under his/her care. A prescription may not be appropriate if your animal is an in-patient or if immediate treatment is necessary.
You will be informed on request of the price of any medicine that may be prescribed for your animal.
The general policy of this practice is to re-assess an animal requiring repeat prescriptions for supplies of relevant veterinary medicinal products every 6 months, but this may vary with individual circumstances. The standard charge for re-examination is £60.00.
The standard charge for issuing a prescription to be filled elsewhere is £29.50.
Further information on the price of medicines is available on request.