PALMERSTON VETERINARY GROUP

Terms and Conditions

This document details the Terms and Conditions of the Palmerston Veterinary Group. Should you require any clarification of any aspect of the terms then please ask.

FEES

All fees, diets and drug charges are available on request and are subject to VAT at the current rate. Fee levels are determined by the level of expertise and time spent on a case and according to drugs, consumables and materials used. An itemised fee invoice for every consultation, surgical procedure or transaction with us is available at the time of payment.

METHODS OF PAYMENT

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs and/or diets. You may settle your accounts using cash, credit/debit cards or cheques with a valid cheque guarantee card.

SETTLEMENT TERMS

Payment is due at the time of treatment or discharge unless alternative arrangements have been agreed in advance; should an account not be settled a reminder will be sent. Should it be necessary for further reminders to be sent, administration charges may be incurred. After due notice unpaid accounts will be referred to our solicitors and further charges, such as for the production of reports, correspondence, court fees, attendance at court and phone calls will be levied in respect of costs incurred in collecting the debt. Any cheque or credit/debit card transaction not honoured or any cash tendered that is found to be counterfeit will result in the account being restored to the original sum with further charges added to cover bank charges and administrative costs together with interest on the principal sum.

ESTIMATES OF TREATMENT COSTS

We will provide you with a written estimate as to the probable cost of a course of treatment or surgical procedure on request. Please bear in mind that any estimate given can only be approximate and additional costs which cannot be predicted at the outset may occur as treatment progresses. We will make every effort to discuss any such additional costs whenever possible.

INABILITY TO PAY

If for any reason you are unable to settle your account as specified, we ask you to discuss the matter with a member of staff as soon as possible and before treatment takes place. Please note that instalments or part payment of any account may only be sanctioned with the express permission of the Practice Manager or the Practice Principal.

PET HEALTH INSURANCE

The Palmerston Veterinary Group strongly supports the principle of insuring your pet against unexpected illness and accidents, but be aware that it is your responsibility to determine your level of cover with any insurance company and to then reclaim any fees you have paid the practice. It is also your responsibility to pay any excess that may be set according to your policy and to have knowledge of any condition exclusions.

OWNERSHIP OF RECORDS

The care given to your pet may involve undertaking some specific investigations, for example taking radiographs or ultrasound scans. The ownership of the resulting images and all other records will remain at all times with the practice as part of your complete and comprehensive records. Charges made for radiographs and scans are for the interpretation of them. If required, we can arrange to have copies of radiographs made but this would be at your expense. Radiographs and copies of all laboratory results, with a summary of the history will be passed on, by request, to another Veterinary Surgeon should the need arise.

COMPLAINTS AND STANDARDS

Should you be unhappy with the standards of service received from us or if you feel that there is something you wish to raise or discuss, please direct your comments, in writing, to the Practice Manager who is based at Buckhurst Hill.

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