Appointments have now replaced Open surgeries at our Loanhead Surgery, please click here for details »
Terms and Conditions
Our Commitment to you
We will provide a first opinion service to the best of our ability and strive to provide you and your pet with the highest standard of care. Where necessary we may advise referral of your pet to an appropriate centre for more in-depth investigation and treatment.
There is no NHS for pets and all private veterinary practices are funded by the fees that you pay. We try to make our fees as affordable as possible and in order to do this fees are payable at the time of consultation or at the time of collection following surgery.
All fees, diet 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. Details of our fees are available on request and a detailed invoice is provided on request for every consultation, procedure or transaction. Estimates can be provided for all procedures.
Methods of Payment
We accept cash, cheques, credit or debit cards.
Estimates of Treatment Costs
We will happily provide a printed 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, but we will keep you informed and updated.
Should an account not be settled at the time of treatment, an invoice will be raised and may incur an additional accounting fee in respect of administrative costs. Should it be necessary for further reminders to be sent, further charges will be incurred. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any credit card payment 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 added in respect of bank charges and administrative costs together with interest on the principal sum. Any alternative payment arrangements must be sanctioned with management prior to treatment.
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 member of our team.
Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of the Directors.
Pet Health Insurance
We strongly support the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any of the team.
Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company. We are happy to assist you in making a claim and endeavour to send off all completed insurance forms as quickly as possible following their receipt. Please speak to us before cancelling a policy or changing your insurance company.
Complaints & Standards
Whilst we hope that you never have recourse to complain about the standards of service received from our practice, should you feel that there is something you wish to bring to our attention, please contact the Practice Manager in the first instance and we will do our very best to rectify the situation; we welcome all comments.
We are always pleased to receive feedback on our service and how we’ve made you feel, so please do let us know your thoughts so we can continue to improve the level of care we deliver to you and others.
Ownership of Records, Radiographs and other Documents
The care given to your animal may involve making some specific investigations, for example taking radiographs (X-rays) 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 and will be retained by us. Case history records, 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 or assisting with the case. We retain the right in certain circumstances to levy a charge for providing copies when additional expense is incurred.
Variations in Terms and Conditions of Business
We will have the right to amend the terms and conditions where we need to do so in order to comply with changes in the law or for commercial or regulatory reasons.
No other addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Directors. No agent or person employed by, or under contract with the practice has the authority to alter or vary these conditions in any way.