FEES – Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used and are subject to VAT at the current rate. You will receive a detailed invoice for every consult, surgical procedure or transaction with us. We do not offer credit facilities.
METHODS OF PAYMENT – Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. We accept CASH / CHEQUE, all major CREDIT/DEBIT cards. We do not accept AMEX.
ESTIMATES 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.
INABILITY TO PAY – Please note that instalments or part-payments of any account may ONLY be sanctioned with the express permission of the practice owner.
PHOTO ID AND PROOF OF ADDRESS – At the time of registration, you will be asked to provide either a valid driver’s license or passport. If you do not own either of these we will look to accept and alternative form of ID. We ask that you also provide us with a utility bill dated within the last 3 months as proof of residence. This helps us to prevent fraud.
PRESCRIPTIONS – Prescriptions are available from this practice. The fee for a written prescription is £9.00 + VAT. Your veterinary surgeon may only prescribe for animals under his/her care. Repeat Prescriptions: The general policy of this practice is to re-assess every 3 months any animal that requires repeat prescriptions, but this frequency may increase depending on the individual circumstances.
TERMS OF BUSINESS – For any account not settled within 30 days, a reminder will be sent to you, the client, with an additional accounting fee in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges will be incurred. These however may be deducted if payment is made promptly. 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 incurred in collecting the debt: production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our Bank as unpaid, any Credit Card payment not honoured and any cash tendered that is found to be counterfeit will result in the original 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.
OWNERSHIP OF X-RAYS AND SIMILAR DOCUMENTS – The care given to your animal may involve making some specific investigations, for example taking 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 an x-ray film, remains with the practice.
SURGERY – We will provide you with an appointment time, please try to arrive on time to allow us to discuss the admission and surgery process with you. Once your pet is well and stable, we will contact you to arrange a collection time. We appreciate you may wish to contact us during the day, however our Vets may not always be available.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the Partners. No agent or person employed by, or under contract with, the company has the authority to alter or vary in any way these conditions. We will notify you if any of these conditions change.
PET HEALTH INSURANCE – We are not authorised by the Financial Conduct Authority to advise or provide a recommendation about which insurance policy you should take. We will complete insurance forms for you. Please be aware that you can arrange for the insurance company to pay us directly. We will endeavour to complete and send completed claims forms to insurance companies as swiftly as possible but cannot guarantee a specific timescale. Insurance Claim forms will be sent by non-registered Royal Mail Post. Church House Veterinary Clinic cannot be held responsible for non-payment of insurance claims by insurance companies, the loss of Claims forms by any third party or restrictions and excesses placed on policies. Our staff are bound by law to provide insurance companies with an accurate account of the condition and treatment of your pet regardless of how that may affect a specific claim.
COMPLAINTS & STANDARDS – We hope that you never feel the need to complain about the standards of service received from Church House Veterinary Clinic. However, if you feel that there is something you wish to complain about, please ask our Reception team for a customer feedback form, alternatively you can email firstname.lastname@example.org
RECEPTION AND STAFF MEMBERS – It is not a requirement that out Receptionist give advice regarding surgery or general animal health and well-being. If you require advice about your pet, a member of the Veterinary or Nurse Team will help. Abusive behaviour will not be tolerated towards any of our staff, please be aware that we will ask you to leave the premises if such behaviour arises. If any abusive or threatening language is used on the telephone, we reserve the right to terminate the call, all calls are recorded for training and quality purposes.
APPOINTMENTS – Sometimes appointments may run over, we will try to ensure that we do not keep you waiting for longer than 15 minutes. Please do bear in mind that on occasion we may have emergencies to treat.