Business Terms and Conditions
All professional fees for our services, drug charges and diets are subject to VAT at the current rate. Our professional fees are determined by the type of work undertaken and the time spent, as well as the drugs, materials and consumables used. A copy of these fees is available on request. Itemised receipts are available after every consultation, surgical procedure or transaction with us if requested.
2. Methods of payment
Accounts must be settled at the end of each consultation, on the discharge of your pet or upon the collection of medicines and/or diets. Accounts can be settled using either cash or a credit/debit card (Visa, Mastercard, Switch, Solo or Delta). Card payments can also be taken over the telephone. Please note that we do not accept cheques or payment by American Express.
3. Estimate of treatment costs
If you would like a written estimate of the probable costs of a course of treatment we will happily provide this. Please note that any estimate given can only be approximate as often a pet’s illness or condition may progress and unforeseen costs may arise. We will however endeavour to keep you informed if this is the case.
4. Settlement terms
Should an account not be settled within 14 days a reminder invoice will be sent. After due notice to you, overdue accounts will be referred for further action and charges will be levied in respect of costs incurred in collecting the debt (court fees, letters, telephone calls). 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 being added in respect of administrative costs together with interest on the principal sum.
Inability to pay
If, for any reason, you think that you will be unable to settle your account please speak to us prior to having any treatment or procedure performed. Please note that instalments or part payments will only be agreed in exceptional circumstances and must be sanctioned by the Practice Principal. Non-emergency medications or other items cannot be given without payment at the time.
Pet Health Insurance
We strongly advise insuring your pet against unexpected illness or accidents. A list of some of the main pet health insurers and their contact details are displayed in the waiting room and you are welcome to take a copy. Please note that “Pet Health Insurance” is completely different to our “Pet Health Plans” which are to cover the essential routine treatments your pet needs throughout life – such as vaccinations, flea and worm treatments and regular health checks. Please also be aware that it is your responsibility to settle our account and then reclaim the fees from your insurance company. A small administrative fee of £10 will be charged for completing insurance claim forms.
Prescriptions are available from Meadowbank Vets. We are only able to prescribe POM-V’s (prescription only medicines category 5) after a clinical examination and assessment of your pet. Prescribed POM-Vs can either then be obtained direct from us or on a written prescription from a pharmacy of your choice. In certain instances a prescription may not be appropriate – if your pet is an in-patient or needing immediate treatment. Generally written prescriptions are more appropriate for long term medication as we do ask for them to be ordered 48 hours in advance. Normally a maximum of 2 months of medication will be supplied at any one time, although this may be less according to individual circumstances. The general policy of this practice is to re-assess an animal requiring repeat prescriptions (both written or directly from us) every 6 months but this may also vary with individual circumstances. The standard charge for a written prescription is £10 and for re-examination is £18.50.
We hope that you will never need to complain about our service. However, if you feel that there is something that you wish to complain about please do telephone us. If the complaint has arisen due to some misunderstanding we will endeavour to sort it immediately. Notes will be taken at the time so that we have a record to help us ensure that the same problem does not arise again. If the complaint is unfortunately of a more serious nature we will ask you to put it in writing to the practice principal Anne Killick or the locum vet if one is in charge of the practice at the time.
Ownership of records X-rays and similar documents
Case records, including lab reports and other similar documents are the property of, and shall be retained by, Meadowbank Vets. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case. The care given to your pet may involve making some specific investigations – for example taking radiographs. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record – X-ray picture – remains with the practice.
10. Abusive and aggressive behaviour
We operate a zero-tolerance policy against aggressive or abusive behaviour towards our staff or other clients. Any such behaviour will result in your immediate removal from our client list, and further action may be taken against you.
11. Out of Hours service
Out of hours work is between 7.30 pm and 8.00 am weekdays, 7.30 pm Fridays and 8.30 am Saturdays, and from 12 noon Saturday to 8.00 am the following Monday morning except in the case of a Bank Holiday where it refers to 8.00 am the following morning. Our out of hours cover is supplied by Vets at Night at Pride Veterinary Centre, Riverside Road, Derby. Their contact number, address and post code along with directions are in our “New Client” brochure – this is given to you on registration. Their telephone number is also given during our answer phone message if you telephone the surgery out of hours. Copies of their current charges are available at reception and a copy is also displayed in the waiting room.
Variation in Terms
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice principal Anne Killick. No agent or person employed by, or under contract with, the company has the authority to alter or vary in any way these conditions.
Data Protection Act
We may obtain, use, process and disclose personal data about you in order that we may discharge our duties as your veterinary surgeon under these 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. You have a right, under data protection legislation, to the personal data that we hold about you. We confirm that when processing data on your behalf we will comply with the provisions of the Data Protection Act 1998. For the purpose of the Data Protection Act 1998, the Data Controller in relation to personal data supplied about you is the Practice Principal.