TERMS AND CONDITIONS OF BUSINESS
All fees and charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and by the drugs, materials, consumables and foods used. You will receive a detailed invoice for every consultation, surgical procedure or other transaction with us.
METHODS OF PAYMENT
Payment is due at the end of the consultation, or on the discharge of your pet, and upon collection of drugs/foods. You may pay using CASH, CHEQUE, and all major CREDIT/DEBIT CARDS. We do not accept American Express cards.
ESTIMATES OF TREATMENT COSTS
We will happily provide an estimate of the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course.
If you have not paid within 14 days, then a reminder will be sent to you, which will include an additional fee to cover administrative costs incurred in sending this reminder. Should it be necessary for further reminders to be sent, further charges will be incurred. If you still fail to pay, you will be told that we are about to refer you to our Debt Collection Agency. Once you have been referred further charges will be levied in respect of costs incurred in collecting the debt; such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. In cases where a cheque is returned by our Bank as unpaid, or any Credit Card payment is not honoured, or any Cash tendered is found to be counterfeit, you will still owe us the original sum and further charges will be added in respect of bank charges and administration costs, together with interest on the amount owing.
INABILITY TO PAY
If, for any reason, you are unable to make payment as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that any instalments or part-payments can only be arranged with the express permission of Katherine Baines.
PET HEALTH INSURANCE
We strongly support the principle of insuring your pet against unexpected illness or accidents. Please be aware that it is your responsibility to pay us, and then reclaim the fees from your Insurance Company.
We hope that you never have cause to complain about the standards of service received from Marshall & Till. However, if you feel that there is something you wish to complain about, please talk first to the veterinary surgeon involved. Then if you are still not satisfied please write to Matthew Till, Practice Administrator.
OWNERSHIP OF RECORDS
Case records and similar documents are the property of, and will be retained by, Marshall & Till. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
OWNERSHIP OF RADIOGRAPHS AND SIMILAR RECORDS
The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice.
VETERINARY MEDICINAL PRODUCTS
All veterinary surgeons will provide prescriptions on request. You may obtain veterinary medicinal products from us or ask for a prescription. Preparing and providing a prescription is a professional act enshrining a considerable degree of professional responsibility and a fee will be charged .We can prescribe relevant veterinary medicines only following a clinical assessment of an animal under our care. Providing a written prescription may not be appropriate for an in-patient or if immediate treatment is necessary. You will be informed, on request, of the charge we will make for any medicine that we may dispense for your animal. The general policy of this practice is to re-assess every animal requiring repeat medication every 3 months, but more frequent examination may sometimes be necessary. There is a charge for this re-assessment.
CARE OF IN-PATIENTS AND OUT OF HOURS EMERGENCY TREATMENT
All in-patients are cared for by our veterinary surgeons. However, out of hours emergency treatment is provided by our dedicated emergency provider Vets Now, located in Derby. Phone our normal number and you will be directed to Vets Now, who will provide directions to their premises and details of fees on request.
No variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the company directors. No other person has the authority to alter or vary these conditions in any way.