Terms & Conditions of Business

Thank you for entrusting the care and attention of your pet to us. This page details our Practice terms and Conditions.

Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.

Fees

All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. Our written fee list is available on request and displayed in reception. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.

Methods of payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diet. You may settle the account using:

  • CASH
  • CREDIT/DEBIT CARD – Switch, Solo, MasterCard,Visa, Delta.

Estimate of treatment costs

We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course.

Our Insurance and Payment Policy

We pride ourselves on our high standards of clinical care, highly trained staff, state of the art equipment and use of the safest, most up to date drugs.

There is no NHS for pets. The specialist drugs and equipment that we use can be very expensive. Our payment policy enables us to continue to offer the best care for your pets.

We require full payment at the time of consultation or at the time of collection of an inpatient.

We are unable to dispense any medication without full payment.

Prior to any inpatient treatment or surgical procedure you will be asked to sign a consent form. This consent form will contain an estimate for the treatment to be performed. If further treatment is required (except emergency life saving treatment) we will inform you and provide a new estimate.

If your pet is insured then you will need to submit a signed claim form to us. We will then fill in this form and send it to the insurance company who will refund what you have paid. For each condition you pay an initial amount, usually between £50-£100, the excess. For older animals you may also have to pay a percentage of the fees. There usually only one excess per condition but please be aware for chronic conditions an excess may be payable per policy year.

Routine vaccinations, worming, flea related conditions and neuterings are not covered by insurance.

It is your responsibility to ensure that your insurance company will cover any treatments or procedures. If necessary you may need to call them prior to treatment. Due to FSA regulations we cannot do this for you. You need to ensure that there are no relevant exclusions on you policy i.e conditions that the insurance will not pay for. If necessary a pre-authorisation can be obtained but this can take some weeks.

We cannot accept any responsibility in situations where your insurance company refuses to pay a claim. The full amount is still payable to us.

We strongly recommend that you insure your pet.

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 a senior member of staff. Please note that instalments or part-payments of any account may ONLY be sanctioned with the express permission of one of the practice directors

Complaints and Standards

We hope that you never have recourse to complain about the stands of service received from us. However, if you feel that there is something you with to complain about, please direct your comments in the first instance to clinical director or managing director.

Ownership of Records

Case records including radiographs and similar documents are the property of, and will be retained by us. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case or at the owner’s request.

Ownership of Radiographs and similar records

The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice.

No addition of variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice owner. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.