Tel: 01736 798333


 
Tel: 01736 798333

Welcome
Thank you for entrusting the care and attention of your pet to St Ives Veterinary Surgery. This document details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we suggest that you ask for further explanation/clarification if required. By requesting that St Ives Veterinary Surgery treats your pet, you will be deemed to have accepted these terms.

Consultations
Consultations are normally arranged by appointment only. Emergencies during normal opening hours will always be seen as soon as possible but clients are asked to telephone the practice for immediate advice and to tell us that you are on your way.

Professional Fees and Charges
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined on the basis of the expertise required, the time spent on a case and the drugs, materials, consumables and diets used. Details of our fees are available on request and a detailed invoice can be provided, on request, for every consultation, procedure or transaction. Estimates can also be provided on request - see below.

Estimates
We will, upon request, be pleased to provide an estimate as to the probable costs of any treatment. It is important that the client appreciates the difference between an estimate and a quote. For in-patient procedures and services, practice consent forms make it clear that there may be circumstances where additional work may be required in the course of further investigation or treatment. Clients are asked to ensure that their contact details are up-to-date and that they are readily available to be contacted by the practice in the event that any significant alteration to the planned procedure proves to be necessary.

Methods of Payment
Accounts are due for settlement at the end of the consultation, the discharge of the pet or upon collection of prescriptions or other supplies. You may settle your account using cash, a cheque with a valid banker's card or a Switch, Solo, MasterCard, Visa, or Delta credit/debit card. Payment for all services and supplies will be expected at the time the work is performed.

Settlement terms
Should the account not be settled within 7 days, a reminder will be sent. Should it be necessary for additional reminders to be sent, an accounting fee in respect of the administrative costs involved will be added. After due notice to you, the client, overdue accounts will be referred to our debt collecting agency or the County Court and further charges will be levied in respect of costs incurred in collecting the debt. 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 being added in respect of bank charges and administrative costs together with interest on the principal 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 as possible with a member of staff. Please note that installments or part payments of any account may only be sanctioned in exceptional circumstances.

Pet Health Insurance
St Ives Veterinary Surgery strongly supports the benefits of insuring your pet against unexpected illness or accidents. Please be aware that it is your responsibility to settle your account with the practice and then reclaim your payment as appropriate from your insurance company.

Complaints and Standards
We will endeavour to ensure that you never have reason to complain about the standards of service. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a member of staff who will ensure that Mr Putnam or the consulting veterinarian are notified promptly.

Ownership of Records
Case records including radiographs and similar documents are the property of St Ives Veterinary Surgery, and will normally be retained for a minimum period of 7 years. Subject to the client's agreement, a copy of the patients' clinical history will be made available to another veterinary practice at the request of a veterinary surgeon whose professional advice is being sought on a second opinion or other basis. The care given to your pet may involve a number of diagnostic or other investigations such as radiography. Professional charges are made for these services and interpreting the results but the resulting records remain the property of the practice.

Variations in Terms of Trading
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice owner. Additionally, no agent or person employed by, or under contract with the practice has the authority to alter or vary these terms and conditions in any way.