Terms and conditions
Thank you for entrusting the care and attention of your pet to Well Animal Clinic. This document details our Practice Terms and Conditions. Should you require any clarification of any respect of the terms then we request you ask a member of staff who will be happy to help you.
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 drugs, consumables, materials and diets used. Our basic fees are displayed in the reception area of each surgery. A member of staff will be happy to discuss any queries you may have. You should receive a detailed fee invoice for every consultation, surgical procedure or transaction with us at the time of payment.
Ownership of records
The care given to your pet may involve making some specific investigations, for example taking radiographs and similar documents, the ownership of the resulting radiographs and records remains at all times with the practice as part of the client’s complete and comprehensive records. Copies with a summary of the history will be passed on by request to another veterinary surgeon should the need arise. Clients may view their pet’s clinical notes on request by appointment only.
Payment is due at the time of treatment or discharge unless alternative arrangements have been agreed in advance, but should an account not be settled within 14 days, then a reminder will be sent with an additional late payment fee in respect of administration costs incurred. 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 incurred in collecting the debt, such as the production of reports, correspondence, court fees, attendance at court, phone calls etc. Any cheque returned by our bank as unpaid, any credit card 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.
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 and before treatment takes place with a member of staff. Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of a senior manager.
Methods of payment
Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs and/or diets. You may settle your accounts using cash, certain credit/debit cards or cheque with a valid cheque guarantee card up to the value on the card.
Estimates of treatment costs
We will be happy to provide you a written estimate as to the probable cost of a course of treatment or surgical procedure. Please bear in mind that any estimate given can only be approximate and additional costs may occur which cannot be predicted at the outset as treatment progresses. We will make every effort to discuss any additional costs as they occur. Please note it is your responsibility to provide us with accurate contact details.
Pet health insurance
The Well Animal Clinic strongly supports the principle of insuring your pet against unexpected illness and accidents. We also provide health schemes for the routine care of your pet. Please ask for details of these or Petplan insurance for any member of staff. Please be aware that it is your responsibility to determine your level of cover for any treatment we recommend, and to them reclaim any fees from your insurance company. It is your responsibility to pay any excess that may be set according to your policy.
Refer A Friend Scheme
Our “refer a friend” friend scheme is effective as of August 15, 2018, referrals made previous to this date will not be credited. We reserve the right to withdraw the scheme at our discretion.
Complaints and standards
We hope to ensure you never have recourse to complain about the standards of service received from us. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance in writing to the Practice Manager. No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Partners or the Practice Manager. No agent or person employed by, or under contract with the company has the authority to alter or vary in any way these conditions.
A. Repeat Prescriptions. If your pet should require long-term medication then we advise (and are legally required) to examine your pet at regular three monthly intervals before we are able to dispense further prescription-only medicines. Such a clinical examination by one of our Veterinary Surgeons will incur a re-examination fee.
B. We strongly advise the regular use of anti-parasitic medication. The majority of these products are currently Prescription Only and legally we are only able to dispense such products that have been examined by a Veterinary Surgeon within the last six months. We may, therefore, be required to examine your pet prior to dispensing. In order to assist or clients. Where the patient is examined just to check for fleas then we do not charge a consultation fee. Should clinical matters arise out of that examination or a skin condition for which treatment is necessary, then a consultation fee will be incurred at this time.
C. In accordance with the Medicines Act, we will always use a veterinary licensed product when available for a particular condition. Should this not be the case we will then use veterinary products licensed for use in other species and failing that a human medical product. Our use of off-license medication will be based upon our knowledge of the use in animals and an assessment of the risks and benefits involved. This is particularly common in species other than dogs and cats, for which few licensed products are available. Please speak to a veterinary surgeon if you have any concerns about this issue.
D. Upon request, we will supply a prescription at an extra charge as an alternative to Well Animal Clinic dispensing drugs.
Emergency cover and home visits
Well Animal Clinic provides 24-hour emergency cover in conjunction with one other practice in the area. This will be at the surgery from which the vet is working and not necessarily the pet’s usual branch. There is a surcharge made for this service over and above the normal fee. Home visits are available if booked in advance, at an extra charge, but in an emergency, it is usually in the best interests of your pet to be seen at the surgery. It is not normally possible to carry out home visits outside normal working hours.
Whilst we make every effort to send out reminders for vaccinations, the responsibility to keep them up to date remains with the owner.