Terms and conditions of business

Thank you for entrusting the care of your pet to Village Veterinary Surgery.

Fees

Fees are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. A printed fee list is available on request. All fees, drug and diet charges are subject to VAT at the current rate. Clients will receive an itemised fee sheet for every consultation, surgical procedure or transaction.

Methods of payment

Accounts are due for settlement at the end of each consultation, on the discharge of a pet or on the collection of drugs/diets. Cash and most credit and debit cards are accepted.

Estimates of treatment costs

A printed estimate of the likely costs of a course of treatment can be provided. However, an estimate can only be approximate as a pet’s illness does not always follow a conventional course.

Settlement terms

Should an account not be settled within seven days, a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. Further reminders will incur further charges as will referral to our debt collection agency.

Inability to pay

Clients who are unable to settle their accounts as specified should discuss the matter as soon as possible with the Head Nurse. In exceptional circumstances (e.g. major surgical procedures) payment by instalments can be arranged subject to certain conditions.

Pet health insurance

We strongly recommend the principle of insuring pets against illness or accidents and details are available from any senior member of staff. It is the client’s responsibility to settle the account and then claim the fees from the insurance company.

Complaints

We hope that client’s never have reason to complain about the standards of service received from Village Veterinary Surgery. However, if there does appear to be cause for complaint, this should be put in writing to the Principal.

Ownership of records

Case records, including radiographs and similar documents, are the property of, and will be retained by, Village Veterinary Surgery. Copies will be forwarded, on request, to another veterinary surgeon taking over the case.