T & Cs

Terms of Trading & Practice Policies

Should you have a query about any of our terms of trading, please feel free to ask for further explanation or clarification.

FEES
All fees and product charges are subject to VAT at the current rate, which is included in any fees quoted. Fees are determined by the complexity of a case, the time spent on it and the techniques, drugs, materials, consumables and diets used in its treatment. You will receive a detailed invoice for every consultation, surgical procedure or any other transaction you make with us.
PAYMENT
All fees must be paid at time of treatment, unless otherwise agreed. Please note, we do not offer credit facilities.
METHODS OF PAYMENT
You may settle your account using any of the following methods:
  • Cash
  • Credit/Debit card – transactions must be a minimum of £5.00
SETTLEMENT TERMS
Payment is requested at the end of each consultation, after each individual treatment session, at the time of discharge, at the end of treatment, and upon collection of any drugs, diets or other products. In cases of long-term hospitalisation, payment will be requested on a weekly basis.
Veterinary services cannot be provided for clients with debts outstanding, unless arranged with the practice manager.
NON-PAYMENT PENALTIES
The Vet will pursue all outstanding fees and will use debt collection agencies, legal services and court action where necessary. Failure to clear an amount within 14 days automatically incurs administration charges.
Any credit card payment not honoured and any cash tendered that is found to be counterfeit, will result in the account being treated as ‘unpaid’ and we will pursue it accordingly. Any bank charges or other costs will be transferred directly to the client.
The Vet does not accept responsibility for the actions of debt collection agencies or the consequences of pursuing any debt owed to us or sold on by us.
PET INSURANCE
The Vet fully supports the principle of pet insurance. We encourage all clients to consider insuring their pets before using our services.
We cannot be held responsible for terms and conditions within your individual policy or for clauses, exclusions or exemptions which later invalidate all or part of your claim.
Please note that it is the client’s responsibility to settle our account and then reclaim the cost from the insurance company. We will process all insurance claim forms within 48 hours.
Due to FSA regulations, we cannot advise on specific policies or insurance companies. We do however advise clients to read and understand the small-print of any policy they may be considering.
ESTIMATES OF TREATMENT COSTS
We will be happy to provide an estimate as to the probable cost of treatment. Please bear in mind that any estimate given can only be approximate as a pet’s illness may not follow a conventional or predictable course. For this reason, such an estimate should not be interpreted as a fixed price quotation.
SET PRICE PROCEDURES
Certain elective procedures, such as neutering and vaccination, are carried out at set prices, depending upon the size and type of patient. Such fees assume that no complications occur. Any procedure or medications required as a result of complications will incur extra charges.
OUTCOMES, COMPLICATIONS AND COMPLICATION MANAGEMENT
There are many and varied reasons why surgical or medical complications may occur, including self-trauma by the patient. We regret that we cannot be held responsible, whatever the cause. Risk of complications is clearly identified on consent forms. Costs arising as a result of dealing with any complications are regarded as additional to any estimate, and will be included in the final account.
COMPLAINTS PROCEDURE
A client leaflet is available to explain our complaints procedures.
OWNERSHIP OF RECORDS
Case records and documents, including those of specific investigative procedures such as radiography and laboratory work, remain the property of The Vet and will be retained by us. Relevant copies of any record and/or history are available to you and can be passed, upon request, to another veterinary surgeon or pet insurance company.
Unless our clients specify otherwise, employees of The Vet are free to take photographic images throughout the course of all or any treatment. Such photographic images remain the property of The Vet and may eventually be used by the practice e.g. for teaching or training purposes.
EMERGENCY CARE
In an emergency we can be contacted using our usual telephone number to access our 24 hour veterinary service. In some circumstances this may involve traveling to a specific surgery which might not be The Vet. We will advise you about this when you contact us, before commencing your journey.
HOSPITALISATION
Hospitalisation of animals may require intensive and frequent monitoring of patients. The veterinary surgeon will assess each case individually; we may, when deemed necessary, utilise the hospital facilities of our out of hours provider.
VISITING YOUR PET
The Vet reserves the right to restrict access to animals during the period of hospitalisation. Access to animals housed in clinical areas is always at clients’ risk. The Vet cannot be held responsible for any injuries or disease resulting from a client’s presence within a clinical area, or the effects of the conditions within these areas.
If you wish to visit a hospitalised animal, please make an appointment to do so, as you will need to be accompanied by a member of staff.
CLIENT COMMUNICATION DETAILS
When pets are hospitalised, The Vet endeavours to keep owners regularly informed of their pet’s progress and of costs incurred.
In order to enable us to do this, it is important that clients ensure we have full details of their address, and home, work and mobile telephone numbers wherever possible.
DATA PROTECTION
Your personal contact details are recorded to allow us to inform you of and discuss relevant details of your pet’s case, including progress, treatment and appropriate costs. These details will never be sold or disclosed to a third party and remain confidential at all times.
COMPLIANCE WITH BOOSTER VACCINATIONS
Pet registration is conditional upon compliance with our 100% vaccination policy. Clients are obliged to ensure that all registered animals are fully vaccinated and their vaccinations are administered by Purple Vet.
The Vet is not responsible for the consequences of a client bringing an inadequately vaccinated animal into the practice. The Vet does not accept responsibility for the consequences for any animal who is not up to date with their vaccinations.
ACCEPTANCE OF TERMS OF TRADING
All products and services are provided by The Vet under the terms of trading in this notice. Acceptance of any product or service from The Vet automatically implies acceptance of our terms of trading.
THE RIGHT TO REFUSE SERVICE
The Vet has the right to refuse service to any client who behaves inappropriately towards any member of staff or other members of the public on our premises, or fails to comply with our terms of trading.

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