Thank you for entrusting the care of your pets to Knotts Yard Veterinary Practice (“Practice”). These are our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you. If anything is unclear, please ask for further explanation or clarification.
Registration: It is essential for us to maintain accurate records of our clients and patients. In order to do this, we will periodically ask you to confirm the details we hold. If your details change please inform us so we may ensure our database is up to date as possible.
Fees: All fees, drugs and diets charges are subject to VAT at the current rate. We will happily provide an estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course.
Methods of Payment: All accounts are due for settlement at the end of the consultation, the discharge or your pet or upon collection of drugs/or diets. You may settle the account using cash, credit/debit cards or cheque with a valid cheque guarantee card. Equine accounts are due for settlement 30 days from date of invoice.
Settlement Terms: Should an account not be settled within the given timeframe, a reminder letter will be sent and administration/late payment fee of £5.00 will be added each month the account is not settled. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency, and any costs incurred by us in collection of the debt will be passed on to you. These will include the commission charged by the Debt Collection Agency, as well as any fees charged by the court, and costs to us of correspondence, attendance at Court, phone calls. 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.
Inability to Pay: If for any reason you are unable to settle your account as specified above, we ask you to discuss this prior to the appointment. Obviously in an emergency this may not be possible.
Pet Health Insurance: We strongly support the principle of insuring your pet against unexpected illness or accidents. We are not able to recommend a particular policy, but be aware though that as with any insurance company it is your responsibility to determine your level of cover. We are happy to complete insurance claim form but an administration fee will be charged, all claims that are continuation will only be charge on the first claim. Please remember the contract is between you the client and the insurance company, and we cannot be held responsible for any matters which result in a claim being refused, and in these cases you will be responsible for settling our account in full.
Complaints and Standards: We hope that you never have recourse to complain about the standards of service received at our Practice. However, if there is something which you are unhappy about, we would encourage you to let us know, so that we can take appropriate action. Please contact the Practice manage in the first instance. We will reply to all instances promptly.
Ownership of Records: Case records are the property of, and will be retained by Knotts Yard Veterinary Practice. Copies will be passed on request to another veterinary surgeon taking over the care of your pet, or to the client following written request. The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make charges for carrying out these examinations and interpreting their result, owner ship of resulting record and similar data will remain with the Practice.
Repeat Prescriptions: We have many patients who are on continual medication. Please give us 24-48 hours’ notice of your requirements, as all medications must be prescribed by a vet before they are dispensed. Therefore this cannot be done while you wait. We have to see patients regularly to continue their prescriptions by Law, but we will make every attempt to make examination as infrequent as possible. This will depend on your pet’s condition. Current guidelines suggest an average of every six months for most pets.
Return of Medicines: Although we will try to be helpful, we can only give refund on medicines or products if we are able to re-sell them. They must be in original packing. Only tablets or capsules in blister packs can be refunded. There must be sufficient time before the sell-by date for us to re-sell them. If the medicine needs special storage conditions, eg refrigeration, then we cannot refund them. We are happy to accept medications back into the practice for disposal only. Drugs purchased from any other supplier will not be accepted for disposal.
Vaccination Reminders: Whilst we make every effort to send out reminders for annual vaccinations, the responsibility to keep them up to date remains with you. In particular, please be aware that PETS passports require rabies vaccination boosters so please keep a personal record of when this is due.
No addition or variation of these conditions will bind the Practice unless it is specifically agreed in writing and signed by the Managing Director. No agent or person employed by, or under contract with, the company has the authority to alter or vary these conditions.
Knotts Yard Veterinary Practice January 2016