TERMS & CONDITIONS
PET HEALTH INSURANCE
This practice strongly supports the principle of insuring your pets against unexpected illness or accidents and are able to advise clients on policies. If your animal is insured we will ask you to pay any costs incurred up to the policy excess and will then proceed to claim directly from the insurer for the remainder of the balance. We ask that you provide us with up to date policy information, including the policy number, excess and renewal date as well as a signed claim form. We will then fill in the rest of the information for you and send it free of charge.
HEALTH AND SAFETY
We aim to provide a safe environment for staff, clients and their pets. Please help us to achieve this by following the information below.
Whilst on these premises ALL dogs must be kept under control and on a lead. If your dog is known to be aggressive towards other animals or people please make sure that you notify a member of staff before going into the waiting room or consulting room. Muzzles and leads can be borrowed for use on the premises if necessary. If your dog passes urine or faeces in the waiting room please inform a member of staff straight away so that it can be cleaned up.
For their own safety ALL cats must be kept in a wire or plastic basket whilst on the premises and must remain in the basket at all times until seen by the vet in the consulting room. Baskets can be borrowed for use with a fully refundable deposit of £10.
Rabbits and Small Pets:
As with cats, ALL rabbits and small pets must be kept in a basket or cage whilst on the premises and must remain in this until seen by the vet in the consulting room. Baskets can be borrowed for use with a fully refundable deposit of £10. The practice cannot be held liable for any incidents which occur on these premises resulting from clients not adhering to these rules.
REPEAT PRESCRIPTIONS AND FOOD ORDERS
Clients can order food and repeat prescriptions by giving 24 to 48 hours notice. Prescriptions not picked up within 5 working days of ordering will be put back in stock unless a specific date for collection has been agreed.
ESTIMATES OF COSTS
We will provide an estimate for the probable costs of a course of treatment or surgical procedure. Please bear in mind that this can only be an estimate but if the final outcome is likely to be more than 10% higher we will contact you to discuss this before proceeding further with treatment. Because of this eventuality, it is important to leave us with the correct contact details where you can be reached on the day of your pet's procedure. If we are unable to contact you, it may not be possible to carry out all the procedures necessary on the day. This could result in a further visit to the surgery to perform the remaining tests once permission has been sought; causing delay in treatment and additional costs incurred by you the client.
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. You will receive an itemised invoice upon request after every consultation, surgical procedure or transaction with us. Common fees are displayed in our waiting room folder and more information can be obtained from our staff.
Clients are respectfully reminded that payment is due at the time of each consultation. We cannot offer credit. Please speak to one of our members of staff before treatment commences if you think that you may not be able to afford the cost of treatment. To make it easier for clients, we now accept most major credit cards.
Preferred methods of payment are cash or credit/debit cards. Due to recent problems and to help prevent fraud, cheques will now only be accepted when accompanied by a valid cheque guarantee card. Please do not be offended when our staff ask to see your cheque card, they are merely following instructions.
By using our surgery and facilities it is deemed that the above policy is accepted by clients. Non payment of accounts is a serious matter, and clients who fail to make payment in full at the time of provision, unless previous exception has been made, could face further action including legal proceedings. They will be expected to pay all costs incurred by Abbotswood Veterinary Centre from third parties such as but not limited to collection agents and tracing costs, due to us considering it necessary to take action to recover any amount of money owed to Abbotswood Veterinary Centre.
COMPLAINTS AND STANDARDS
We hope that you never have to complain about the standards of service received from us. However, if you feel that there is an issue where we could have served you better, please ask reception for a copy of our complaints procedure. This will help us both to resolve the matter promptly.