Small Animals Clients 

TERMS & CONDITIONS OF BUSINESS

Thank you for entrusting the care and attention of your pet to the Vale Veterinary group.  This letter details our Practice Terms and Conditions.  Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.

FEES

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 the drugs, materials, consumables and diets used.  Our written fee list is available on request.  You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.

METHODS OF PAYMENT

All invoices are due for settlement at the end of each consultation, surgical procedure or investigation or upon collection of drugs.  You may settle the account using:   

  • CASH
  • CHEQUE with current Bankers card
  • CREDIT/DEBIT CARD - Maestro, Solo, MasterCard, Visa

ESTIMATES OF TREATMENT COSTS

We will happily provide a written estimate as to the probable costs of a course of treatment/procedure.  Please bear in mind that any estimate given can only be approximate - often an illness will not follow a conventional course.

SETTLEMENT TERMS

Should an invoice not be settled at the time of consultation or upon collection of your pet following a surgical procedure a statement will be sent.  An additional *Late Payment Fee of £40 will be added on monies outstanding more than 30 days from invoice date.  Any invoice outstanding beyond this period may be referred to a debt collection service and/or legal proceedings commenced.  This fee together with all other charges and legal fees incurred will be the responsibility of the customer and will be legally enforceable. Invoices outstanding for more than 90 days will be charged interest at 1.2% of the outstanding balance each month.  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.

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 with a member of staff.  Please note that a payment plan may only be sanctioned with the express permission of the Practice Manager and only on completion of a Standing Order form and signed credit agreement.  If a payment plan is not honoured then the debt is immediately payable in full and a £40 *Late Payment Fee added and interest at 1.2% monthly on balance outstanding thereafter.

PET HEALTH INSURANCE

The Vale Veterinary Group strongly supports the principle of insuring pets against unexpected illness or accidents.  Please ask for details about insurance from any member of staff.  Please be aware that it is your responsibility to settle your account and then reclaim the fees from your Insurance Company.

WRITTEN PRESCRIPTIONS

The Vale Veterinary Group would be happy to provide a written prescription for drugs required in the treatment of your pet by request.  We require 48 hours notice for this service.

COMPLAINTS AND STANDARDS

We hope that you never have recourse to complain about the standards of service received from the Vale Veterinary Group.  However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Practice Manager.

OWNERSHIP OF RECORDS

Case records, including radiographs and similar documents are the property of, and will be retained by the Vale Veterinary Group.  Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.

OWNERSHIP OF RADIOGRAPHS AND SIMILAR RECORDS

The care given to your animal may involve making some specific investigations, for example taking radiographs 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 a radiograph remains with the practice.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice partners.  No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.

* Section 5A of The Late Payment of Commercial Debts (Interest) Act 1998

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