Terms and conditions

 

Small Animal Vets: Terms and Conditions

Our commitment to you
We aim to provide you with a first class service. We aim to provide your animal with the highest standard of treatment and care.

Fees
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 for every consultation, procedure or transaction. Estimates can also be provided on request – see details below.

Methods of payment
Accounts are due for settlement in full at the end of the consultation, the discharge of your animal or upon collection of drugs/diets.
Your account may be settled using: • Cash • Cheque • Credit / Debit card • BACS

BACS: Bank details as follows:
NatWest Bank PLC
A/C No: 68679505
Sort Code: 60-04-33
Ref: Surname/Animal Name/Invoice No.

Estimates of treatment costs
We will, upon request, be pleased to provide a written estimate as to the probable costs of treatment, but please bear in mind that any estimate given can only be approximate as sometimes an animal’s treatment will not follow a conventional course.

Settlement terms
If for any reason your account has not been settled at the end of the consultation, the discharge of your pet or upon collection of drugs/diets, a reminder will be issued within 2 weeks. In the event of non payment within a further 2 weeks, further reminders will be sent which could incur administrative costs. Overdue accounts, after due notice to you, may be referred to our Debt Collection Agency or the County Courts if satisfactory repayment arrangements have not been made with ourselves. This could incur you in further costs whilst collecting the debt. Any cheque which you issue which is returned unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in your account being restored to the original sum together with any fees incurred in the process.

Inability to pay
If you find yourself in the unfortunate position of being unable to pay your account please discuss this matter as soon as possible with a member of staff.

Pet health insurance
Delaware Veterinary Group supports the principle of insuring your animal against unexpected illness or accidents. Details of insurance policies can be supplied upon request. Please be aware that it is your responsibility to settle your account with ourselves and then reclaim the fees from your Insurance Company.

Complaints
Whilst we hope that our service does not give you cause for complaint, if you do wish to complain please contact the Practice Manager in the first instance.

Compliments / Feedback
We are always pleased to receive compliments / feedback on the service we provide.

Ownership of records
Case records and similar documents are the property of and will be retained by the Delaware Veterinary Group. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record e.g. an x-ray, remains the property of the Practice. Upon request copies of records with a summary of the history of your animal will be passed to another Veterinary Surgeon taking over your animal’s well being.

Variations in Terms and Conditions of Business
No addition or variation of these conditions will bind the Practice unless specifically agreed in writing by the Delaware Veterinary Group Partners. Additionally no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in any way.

Equine Vet Services: Terms and conditions

Delaware Equine Services is committed to providing the highest quality veterinary care and treatment for your horse. Our services are regulated by the rules and regulations of the Royal College of Veterinary Surgeons. We aim to provide fair charges and competitive fees in order to maintain the best surgical and diagnostic services through continued investment and expansion. By accepting our services or purchase of goods, you are contractually agreeing to the Terms of Business as laid out below.

Fees
Professional fee levels are determined by the time spent on a case and according to the drugs, resources, materials, and consumables used. All fees, consumables and drug charges are subject to VAT at the current rate. You will remain personally responsible for payment of your bills when rendered even if you have a right of contribution or repayment from a third party.

Payment Terms
New clients are required to pay at the time of visit either by cash, credit/debit card, for services or goods. We reserve the right to verify all new clients’ credit rating with a credit reference agency. Certain procedures may require payment in advance, such as Pre-purchase examinations or large surgical procedures and supply of drugs. The invoice is to be settled within 7 days of the invoice date. In the event of non-payment within 7 days of issue, further administrative charges could be incurred. Overdue invoices, after due notice to you, will be referred to our Debt Collecting Agency or the County Courts if satisfactory repayment arrangements have not been made with ourselves. This will incur you further costs whilst collecting the debt. Any cheque which you issue which is returned unpaid, any credit card payment not honoured, and any cash tendered that is found to be counterfeit will result in your account being restored to the original sum together with any fees incurred in the process. Persistent late payment will result in the need for all fees to be paid for at the time of treatment or withdrawal of our veterinary services.

Payment Methods
We accept Switch, Solo, Maestro, Visa, Mastercard credit or debit cards, cheques with guarantee, cash, bank transfer and online banking as preferred methods of payment. Card payments, can be made via telephone to 01963 350307.

Our bank details are: Bank: NatWest Account: 68679505 Sort Code: 60-04-33

Inability to Pay
If you find yourself in the unfortunate position of being unable to pay your account, please discuss this matter as soon as possible with a member of staff.

Payment Discount
Payments made by the end of the next working day following the work done will receive a discount of 5% if paid by cash or debit/credit card. Payment by card can be made over the phone (01963 350307); cash must be paid either to the attending vet or brought into the practice; Delaware Veterinary Group, Fulford House, Torbay Road, Castle Cary, Somerset, BA7 7DT. If an invoice is not settled by the end of the next working day following the visit, the normal payment terms of 7 days come into effect. Discount may not be offered on “special offers” or “discounted services”, supply of drugs, prescriptions, pre-purchase examinations or laboratory fees associated with external laboratory testing.

Estimates of Treatment
Costs We will, upon request, be pleased to provide a written estimate as to the possible costs of treatment and/or investigation. It is not always possible to predict all events during the course of treatment and/or investigation. Any estimate given can only be approximate and may be subject to change as a horse’s illness may not follow a conventional course.

Animal Insurance
Delaware Equine supports the principle of insuring your horse with a reputable insurance company. However, any insurance agreement is between you and the insurance company and not with the Practice. Insurance claims carry the same payment terms as above. Our administration charge for completing insurance claim forms is £7.50 for a new claim and £2.50 for a continuation, inclusive of VAT.

Disputes
Any dispute with the fees/service presented must be put in writing to the Practice Manager within 6 days of receiving the invoice.

Livery Yards/Stables
Our Policy is normally to invoice the horse’s owner directly. Where a livery yard/stables has permission from the horse/pony’s owner to authorise veterinary work, purchase goods or that invoices will be initially settled by them, then that livery yard/stables is responsible for ensuring accounts are settled on time and are liable for any late payment action. Where livery yard/stables arrange such veterinary service or purchases goods from us, it is assumed that permission has been given by the owner for this service or goods to be provided. Please ensure you have made suitable arrangements with the livery yard owner that gives them permission to call the vet on your behalf and authorise treatment for your horse.

Ownership of Records
Case records, x-rays, scans and similar documents are the property of, and will be retained by Delaware Veterinary Group. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record e.g. an x-ray or ultrasound scan remains the property of the practice. Upon request, copies of records with a summary of the history of your horse will be passed to another Veterinary Surgeon taking over your horses care and treatment.

Variations in Terms & Conditions of Business
No addition or variation of these conditions will bind the practice unless specifically agreed in writing by the Practice partners. Additionally no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in anyway.

Farm Vet Services: Terms and Conditions

To be updated

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