Terms of Business

 

By registering your animals with Derbyshire Veterinary Services Ltd you agree to abide by the following terms which enable us to provide our service to you.

Fees

Small Animal (Pet) Clients – Unless agreed in advance with a partner, payment is required in full at the time of each consultation, on receipt of any goods or on discharge of your pet following hospitalisation. Prescription medication will not be dispensed without full payment.  If you join our Pet Care Plan, you agree to maintain your monthly direct debit payments throughout the contracted term. Failure to maintain your monthly payments will result in the cancellation of your plan and you will be invoiced for the full cost of all treatment received on the plan, less any monthly payments made.

Equine Clients – Unless agreed in advance with a partner, payment is required in full within 14 days of the visit, treatment, receipt of goods or service provided. A discount of 10% will be given if payment is made on the day of treatment/receipt of goods.

Farm Clients – Unless agreed in advance with a partner, payment is required in full within 28 days of the invoice date. An additional discount may be given if immediate payment is made upon collection of goods.

All Clients – All fees, medication, products and services are subject to VAT at the current rate.

Payment can be made by cash,  cheque, debit card, credit card (excluding American Express) or by BACS/bank transfer.

Some goods and procedures may require payment upfront and you will be advised of this where necessary.

Should your payment be declined by your bank, such as a cheque returned unpaid or card payment declined, your account will be restored to the original balance and we will advise you of the unpaid amounts.

If accounts remain unpaid after the deadlines stated above, you we will be advised of the balance due in writing by invoice, statement or reminder and we will expect prompt payment to be made.  If the balance of your account is not cleared on receipt of this correspondence we will begin to take action to recover the debt and a £25 administration fee will be added to your outstanding balance. We will then continue to add any additional charges incurred in the collection of the debt such as court fees, interest charges and other administration costs until your outstanding balance has been cleared in full.

Estimates

Upon request, we will always be happy to provide an approximate cost for your animal’s treatment. Please remember that this is an estimate and not a quote meaning the actual cost may be higher or lower than stated. Due the the complexity of treatment or unforeseen circumstances it may not always be possible to provide an accurate cost in advance as additional or alternative treatment may be necessary upon further examination. In these circumstances we will always attempt to contact you to discuss additional costs should unforeseen complications arise. If we are unable to contact you, such as in emergency situations or where we have been unable to speak to you directly by phone within an appropriate time, the attending veterinary surgeon or nurse will perform any additional procedures which, in his or her opinion, are necessary and desirable.

Payment Difficulties

If you are concerned about the cost of your animal’s treatment or anticipate difficulties settling your account please discuss the matter with a member of staff BEFORE your animal is treated or admitted. Should you be unable to settle your account as specified after treatment, please discuss the matter with a Partner or a member of our accounts team immediately.

Pet Insurance

The cost of most surgical operations are based on the time taken to perform the procedure and any subsequent care. The cost of medication, laboratory testing, x-rays, dressings, hospitalisation fees etc will always be added to the surgical fee. This means the costs of treatment for major surgery could amount to a significant or unexpected sum. To help protect yourself from the unexpected cost of non-routine veterinary treatment we suggest that you consider insuring your pet. Note that we do not offer our own pet insurance policies. If you are a member of our Pet Care Plan, please do not confuse this with pet insurance as our Pet Care Plan is designed to cover the fixed costs of your pet’s routine preventative healthcare such as vaccinations, flea and worm treatment, not the costs of treatment for illness or injury.

If your pet is insured, our practice policy is for you to pay us directly for any treatment, goods or services upon collection or discharge and then submit a claim to your insurer for re-reimbursement of any insured costs. Please note that we charge a small  administration fee for the completion of each claim form required by your insurer.

In exceptional circumstances, we may agree to submit a direct claim with your insurer for them to pay us directly for any insured treatment provided. In this instance, we expect you to pay us promptly for any shortfall not paid by your insurer and for any uninsured costs such as excesses, administration fees or customer contributions. Please note that a direct claim must be approved by a Partner before treatment commences.

Return of Goods and Medication

Unused medication may be returned to any of our practices for safe disposal. Food and merchandise purchased from reception can be returned for a full refund within 28 days of purchase providing it is returned unused and in a resalable condition. We are unable to give credit for any products which have been opened, used, personalised or have been specially ordered. This does not affect your statutory rights.

Written Prescriptions

In line with RCVS guidelines regarding the dispensing of veterinary medications, it is practice policy for all pets to be seen by a veterinary surgeon every 3 months, although this may vary with individual circumstances. There will be a charge for each re-examination in addition to any medication supplied.

The re-examinations will allow a vet to review your pet’s condition, discuss any new medications which may be more appropriate for your pet and to check for any problems relating to long-term treatment. It also provides an opportunity for you to discuss any other concerns you may have regarding your pet’s health.

You may obtain Prescription Only Medicines, Category V, (POM-Vs) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. Your veterinary surgeon may prescribe POM-Vs only for animals under their care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. Information on the prices of medicines is available on request.

If you choose to purchase your medications from another veterinary practice or pharmacy, we will provide a written prescription and a charge will be made for this service.

Record Keeping

To enable us to provide our services, we keep records of treatment, goods and services provided to your animals. These records including clinical notes, x-rays, ultrasounds and laboratory reports remain the property of Derbyshire Veterinary Services Ltd. We are always happy to discuss the records with you and will send copies of the records to another veterinary surgeon should you wish to move vets or require a second opinion.

Data Protection

Please see our Privacy Policy for details of how we use your personal information.

Complaints

Whilst we always endevour to provide a high standard of veterinary care and service to all our clients, we acknowledge there may be times when you feel we have not met your expectations. In these circumstances, please take a look at our Complaints Procedure for details of how to raise any issues you may have with us.