Terms and Conditions of Business

Terms of payment

All charges for professional fees, medicines, food and other merchandise are based on payment at the time of service. We do not offer account facilities. You will receive, on request, a detailed invoice for every transaction with us. Cash, cheque and most credit/debit cards may make payment. Any charges remaining unpaid after thirty days will be handed to our debt collector. This will immediately incur a further charge of £20.00 to cover administration and collection costs, which will be added to the outstanding charges along with all solicitors’ costs and court fees.

Pet insurance

We strongly recommend insuring your pet against unexpected illness and accidents. However if your pet is insured, it is still your responsibility to settle your account with us. Only then will we be able to complete the relevant section of your insurance claim form. In exceptional circumstances, we may agree to claim directly from your insurance company. This needs to be discussed with a member of staff in advance of any treatment or investigation, and be authorised by the clinical director or the practice manager. Proof of insurance will be required. We reserve the right to charge a small fee for handling such claims. Please be aware that any dispute regarding insurance including the level of cover, exclusions, excesses and late payments are between you and your insurance company. You remain liable for the cost of any treatment that is not covered by your insurance company.

Data protection

We are registered under the Data Protection Act of 1998 to keep your personal information for accounting and record purposes. We will not divulge your details to other agencies except for debt collection purposes. We will use the data that we have on file to contact you with information beneficial to your pet’s health, for example vaccination reminders and drug recall information. If you do not want us to send you such information please inform the Practice Manager, Eileen Till, in writing.

Ownership of records

Case records are the property of, and will be retained by, Saint Leonard Veterinary Centre Limited. Copies, with a summary of the patient history, will be passed on request to another veterinary surgeon taking over the case. X-ray films taken and ultrasound printouts are the property of and will be retained by Saint Leonard Veterinary Centre Ltd. Payment is made for the service performed and any diagnostic opinion received, rather than for the physical record.

Complaints

Should you have a complaint, please bring this to the attention of our staff who will attempt to deal with it immediately. If this is not possible it will be passed to Eileen Till, Practice Manager, or Rebecca Robinson, Clinical Director. Alternatively the complaint can be put in writing for the attention of Rebecca Robinson.

Minors

We recommend that a suitable adult should always accompany patients. We need to get an accurate history of the condition, and may need consent for certain procedures. Prescription drugs may also be prescribed. For the reasons outlined above we do not treat animals presented by persons less than sixteen years of age. Occasionally emergency treatment may be given until an adult is available. Where treatment is given the child’s parents/guardians will be responsible for any fees accrued.

Injuries

Should any injuries occur whilst at the surgery, especially bites, please make staff aware of this. We would recommend you see a doctor as soon as possible. A letter of advice can be provided for your doctor on request.

Medicines

Prescription only medicines can only be prescribed by a Veterinary Surgeon to animals deemed to be under their care following a clinical assessment of the animal. Therefore it is practice policy that pets on long-term medication must be seen for a clinical assessment with a Veterinary Surgeon at least every three months. This assessment must be attended if regular repeat prescriptions are required, which we supply on a monthly basis. We will provide all veterinary medicines required, or a written prescription may be requested. Please telephone at least 24 hours in advance, so that the medication/prescription can be prepared ready for collection at the surgery.

Where possible, veterinary licensed products will be used. In some circumstances, however, the most appropriate treatment may not be a veterinary licensed drug. In these circumstances we will use the most appropriate drug available, which may be licensed to another species, possibly human. This scenario is especially true with small mammals and exotics where very few licensed products are available. Where medicines are used off licence, you may be required to sign a consent form.

Variations of Terms of Business

We reserve the right to alter these terms and conditions. Such alteration will not bind the practice unless it is specifically agreed in writing and signed by the practice manager. No agent or person employed by, or under contract with the practice has the authority to alter or vary these conditions in any way.