Terms and Conditions
Please do not hesitate to contact us if you would like clarification of any of the points below.
VAT is charged at the prevailing rate on all professional fees, diet and drugs.
Charges are determined according to the drugs, materials, consumables and diets used, together with the type of work undertaken and time required.
Out-of-hours consultations, house visits and emergency procedures carry an additional cost.
An invoice detailing all charges will be available on request.
Our fee list is available on request.
Methods of payment
Accounts are due for settlement at the end of consultation, on the discharge of your pet or upon collection of drugs/diets.
You may settle your account using the following:
- Credit/Debit Card – Switch, Solo, Mastercard, Visa, Delta
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.
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.
Clients are registered at the practice at our discretion. We are under no obligation to re-register former clients and if we agree to do so there may be a charge for this.
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 instalments 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. We may charge for this service.
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.
Our out of hours cover is now provided by Vets Now. They work throughout the nights, weekends and bank holidays when we are closed, and specialise in emergency care. This allows us to get some sleep and be in better shape to care for your pets during working hours. Here’s a bit more info about what to do in case of an out of hours emergency:
If you have an emergency outside our normal surgery hours, please call the usual surgery number on 01290 420255 and press 1 for an emergency.
You can also ring Vets Now directly on 01563 258 028 if you prefer.
You’ll be transferred to the Vets Now team and they will discuss with you what happens next.
If you need an appointment at Vets Now this will be at their premises in Kilmarnock – they will give you directions.
You’ll need to be able to transport your pet to Kilmarnock unless there are exceptional circumstances – the team at Vets Now will discuss this with you.
If your pet is seen at Vets Now their current clinical history will be sent to us promptly so that we can then liaise with you as necessary the following day. This means we know what treatment your pet has received and what the next steps should be so we are always kept in the loop. We will ensure that your pet has appropriate follow-up treatment if this is necessary.
If your pet has been seen at Vets Now out of hours and is too poorly to move, they will be looked after in Kilmarnock until they are stable. If they need ongoing care and are fit to transport, you’ll be asked to collect your pet and bring them to the surgery here first thing in the morning on the next working day.
If your pet is an in-patient at Crossriggs and is fit to move at the end of the working day, you will be required to take them to Kilmarnock for overnight care. If your pet is hospitalised at Crossriggs and is not well enough to be moved they will be cared for at the practice here by one of our vets until they are fit to transport.
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.