Terms and Conditions of Business

Thank you for entrusting the care and attention of your pet to Animal Doctors.  This document details our practice terms and conditions.  Some aspects may not be relevant to you and we request that you ask for further clarification or explanation if required.

Fees: All fees, diets, drugs and charges are subject to VAT at the current rate.  Fee levels are determined by the time spent on a case, expertise and according to the drugs, materials, consumables and diets used. In addition, where surgery is required, fees may be calculated according to the complexity of the surgery.

Written Estimates: Animal Doctors will provide a written estimate as to the probable cost of a course of treatment upon request. Such estimates are approximate in nature as often a pet’s illness will not follow a conventional course. We reserve the right to charge a greater fee at the conclusion of any course of treatment than that detailed in any preceding written estimate.

Payment: Itemized bills are available with every transaction.  Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets.  You may settle your account using: Cash; Credit/Debit card; Maestro, Solo, MasterCard, VISA, Delta.

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.  
We reserve the right to pursue unpaid fees. Civil proceedings may be issued or the
matter handed over to a debt collection agency. Any costs incurred will be added to the debt. We reserve the right to ask for cash payments or to refuse to carry out further work if payment is not made in accordance with these terms
of business.
Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of the practice manager.

Pet insurance:
Animal Doctors strongly supports the principle of insuring your pet against unexpected illnesses or injury. Please be aware that it is your responsibility to settle our account and then reclaim fees from your insurance company.  It is possible for us to accept direct claims from most insurance companies under the specific terms of our Standard Operating Procedure for direct claims, available on request. An admin fee is charged for every insurance claim.

Under DTI regulations you may request written prescriptions for your pet’s medications and these will be issued subject to a fee.  However, you will be responsible for sourcing these medications from a suitable supplier and should bear in mind that delay
in the start of treatment may not be in the best interests of the welfare of your pet. Veterinary prescriptions are not covered by NHS charges and you will have to pay any supplier separately for these drugs, which costs will be at their market rate.  In circumstances
where it is essential to begin treatment immediately then prescriptions will not be offered.  This is most likely to be in the case of injectable medications where a delay would be unacceptable.  Prescriptions will not be issued for similar drugs used in
anaesthesia or emergency situations.

Repeat examinations/prescriptions: Under the guidance of the RCVS, BSAVA and BVA the policy of our practice is to re-examine animals receiving long term medications.  The interval will vary with the condition and the medication but will be no longer than every 6 months.  The prevailing examination fee will be charged for that consultation.

Clinical records: Your pet’s clinical records, including radiographs, ultrasound scan records and laboratory test reports remain the property of Animal Doctors and will be kept under the terms of the Data Protection Act (1998). Your pet’s records will be sent to another veterinary surgeon on request from them

Return of unused drugs: We are happy to accept unused medications back into the practice for disposal
only.  However, as drugs which have left the premises are no longer fit for resale, no refund can be given.  Drugs purchased from any other supplier will not be accepted for disposal.

Complaints and Standards: We hope that you never have cause to complain about the standards of service received from Animal Doctors.  However, if you feel that there is something to complain about please direct your comments in writing to the practice manager.