Terms and conditions of business
Thank you for entrusting the care of your pet(s) to Newhall Veterinary Centre. Detailed below are our Terms & Conditions. Some aspects of the terms may not be relevant to you. Please ask for further explanation or clarification if required.
Registration
It is essential for us to maintain accurate records of our clients and patients. In order to do this we will periodically ask you to confirm the details we hold. If your details change, please inform us so we can ensure our database is as up to date as possible.
Veterinary Care
Newhall Veterinary Centre will endeavour to provide veterinary services in accordance with reasonable standards denoted in the RCVS guidelines for practice standards and the professional conduct of veterinary surgeons and veterinary nurses. Guidelines are available at www.rcvs.org.uk. Please note veterinary care may be withheld from clients who appear aggressive and abusive to staff members.
Costs
All fees, food, reception sales and drugs are subject to VAT. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. A price list showing the cost of our most routine products and services is displayed in our waiting room. We are happy to provide a detailed invoice for every consultation, surgical procedure & transaction with us. All prices quoted, whether on our price list or in an estimate, are inclusive of the current rate of VAT.
A 50% deposit is required for all neuterings payable at the time of booking. The deposit is non refundable unless more than 48 hours notice of cancellation is given.
For neuterings under the Cat’s Protection League scheme the owner contribution is payable in full at the time of booking. The contribution is non refundable unless more than 48 hours notice of cancellation is given.
Estimates of Treatment Costs
We will happily provide an estimate as to the probable costs of a course of treatment.
Please bear in mind that any estimate given can only be approximate. Often a pets illness will not follow a conventional course and unforeseen expense may occur –we will endeavour to inform you of any additional costs at our earliest opportunity depending on your pet’s safety. Estimates are valid for 30 days.
Consent
Written signed consent for procedures is required in all cases of admission to the practice and any alterations will be agreed prior to action being taken.
Consent is also required for the use of medications in species for which they were not licensed e.g.rabbits and rodents. In this case a consent form will be provided to allow this to be done. This is required, as the majority of veterinary drugs are not licensed for use in small mammals, reptiles, birds, fish, amphibians and invertebrates. We must then use drugs, which have a proven activity and efficiency despite this lack of licence.
Payments
Accounts are due for settlement at the end of the consultation, the discharge of your pet and upon collection of drugs, diets & reception sales. You may settle the account using cash or credit card/debit card; MasterCard, Visa, Delta, Switch or American Express.
Terms of Business
After 30 days of non-payment and after due notice to you, any overdue account will be referred to our debt collecting procedure and further charges may 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 and found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of the bank charges and administrative costs.
Inability to Pay – if for any reason, you are unable to settle your account we ask that you discuss the matter as soon as possible with a member of staff. Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of the practice principle.
Any shortfall on Pet Health Plan payments will be charged at full cost or the remainder of the yearly subscription.
Dispensing of Drugs
Prescriptions are available from this practice. You may obtain Prescription Only Medicines, Category V, (POM Vs.) from this practice OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy; these will be issued subject to a fee. However, you are 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 interest of the welfare of your pet. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.
Newhall Veterinary Centre can prescribe POM Medications only for animals under our care.
You will be informed, on request, of the price of any medicine that may be prescribed for your animal. The general policy of this practice is to re-assess an animal requiring repeat prescriptions at least every 6 months, however more frequent assessment may be necessary depending on the conditions being treated.
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.
Out of Hours Service
Newhall Veterinary Centre is open:
Monday to Friday 8:30am to 6:00pm and
Saturday 8:30am to 12pm.
Outside of these hours all emergencies are transferred to the care of VetsNow Preston. If you require emergency treatment for your pet (s) call our usual number 01772 701432 and you will be redirected to our emergency out of hours partners, if your call is not an emergency you will be asked to leave your name, number and a message.
Pet Health Insurance
Newhall Veterinary Centre strongly supports the principle of insuring your pet against unexpected illness or accident. Please ask for details about insurance from any member of staff.
Please be aware that it is your responsibility to settle our account and then reclaim fees from your insurance company. It may be possible for us to accept direct claims from some insurance companies; this will be subject to a pre authorisation check. Please speak to a member of staff for details.
Ownership of Records, X-rays & Similar Documents
The care given to your animal may involve making some specific investigations, for example taking blood samples, X-Rays or performing ultrasound scans. Even though we make a charge for carrying out these investigations & interpreting their results, the resulting records, clinical or otherwise, remain the property of the practice.
Complaints & Standards
We hope that you never feel the need to complain about the standards of service received from Newhall Veterinary Centre. However, if you feel there is something you wish to complain about, please contact the Practice Principle in writing or request to speak to them in person.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice principle. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway.
