Terms and Conditions of Business - Pet

Thank you for entrusting the care of your pet(s) to Provost Veterinary Group. This note details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and please ask for further 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. A written fee estimate is available on request.

You will receive a detailed fee note for every consultation, surgical procedure or transaction with us. We regret that in line with good practice we are unable to refund medications or other supplies once they have left our premises, unless there is a fault with the product or in the case of our error.

METHODS OF PAYMENT

Accounts are sent out twice monthly and are due for settlement within 15 days of the account date. You may settle your account using:

• Cash

• Cheque (with current banker card)

• Credit/debit card – Maestro, MasterCard, Visa, Visa Delta

• BACS payment – please ask for details

• Online payment via WorldPay via our webstore – see our separate terms and conditions at www.provostvet.co.uk

ESTIMATES

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

TERMS OF BUSINESS

If accounts are not settled within 15 days, a surcharge of 1.25% per 15 days will be added to the full balance in respect of administrative costs incurred and interest. Further surcharges will be applied every 15 days until the account is fully cleared. After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt: production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. 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 principle 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 possible with a member of staff. Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of a partner.

PETHEALTH INSURANCE

Provost Vet Group strongly supports the principle of insuring your pets against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that is your responsibility to settle our account and then reclaim the fees from your insurance company. We reserve the right to charge for filling in documentation. This may not be covered by the policy.

COMPLAINTS & STANDARDS

We hope that you never feel the recourse to complain about the standards of service received from Provost Vet Group. However if you feel there is something you with to complain about, please direct your comments in the first instance to the Senior Receptionist, or Head Veterinary Nurse.

OWNERSHIP OF RECORDS

Case records including laboratory reports and similar documents are the property of and shall be retained by Provost Vet 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 DOCUMENTS

The care given to your pet may involve making some specific investigations; for example taking x-rays 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 an x-ray film, 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 company has the authority to alter or vary in any way these conditions.