Terms and Conditions
Estimates of Treatment Costs
We will happily provide a written estimate as to the probable costs of a course of treatment/procedure. However, please bear in mind that any estimate given can only be approximate. A pet’s illness may not follow a conventional course and your pet’s welfare is our primary concern.
Practice policy is that treatment is paid for at the time.
Consultations should be paid for at the end of each consultation and in-patient procedures should be paid for when you collect your pet from the surgery.
House calls and visits should be paid for at your earliest convenience.
Large animal accounts are only available by prior agreement.
Should an account not be settled within 14 days, a reminder will be sent and an additional fee may be added in respect of administrative costs incurred.
If it is necessary for us to send out further reminders or pursue payment through the court further charges will be levied in respect of these costs.
Any cheque returned by our bank as unpaid, any credit card payment that is not honoured and any cash tendered that is found to be counterfeit will result in the account being restored to the original sum, with further charges being added in respect of bank charges and administrative costs.
A satisfactory professional relationship between a client and his/her Veterinary Surgeon must be founded on the basis of mutual trust and confidence. If it clear that there is no longer such a basis for our relationship we have the right to withdraw our professional services and will write to you giving you two weeks’ notice to seek the services of another veterinary practice.
Inability to pay
If for any reason you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with either the Practice Principal or the Practice Manager.
Please note that installments or part payments of accounts may only be sanctioned by the Practice Principal or Practice Manager.
Pet Health Insurance
We strongly support the principle of insuring your pet against unexpected illness or accidents. Please ask about insurance from any member of staff.
We are happy to assist you with the completion of insurance claims.
Please note that it is your responsibility to settle our account and then reclaim the fees from your insurance company.
Complaints and Standards
We hope that you never feel the need to complain about the standards of our service. However, if you feel that there is something you wish to complain about please direct your comments in that first instance to the Practice Manager.
Ownership of Records
Case records including digital X-rays and laboratory results are the property of, and shall be retained by the Practice. Should another veterinary practice take over the care of your pet, copies of the history will be passed on to that practice on request.
It is our policy to provide the best care possible to animals under our care. This may involve second opinions and referrals. We will discuss these options with you when appropriate.
This Practice operates a 24-hour emergency service, provided by our own vets.
This can be accessed by telephoning the usual practice number (01290 420255) which is answered by the vet on call.
The vet on call does not stay at the surgery outside normal opening hours but will visit in-patients as often as is necessary to monitor their condition.
In brief, we process data about you in order that we may discharge our duties as your veterinary surgeon under our standard terms of business, and for other related purposes including updating and enhancing client records, analysis for management purposes and statutory returns, crime prevention and legal and regulatory compliance.
Please ask if you wish to discuss the data we hold about you. Our Data Protection Officer is the Practice Manager.