Thank you for entrusting the care and attention of your pet to the Croft Veterinary Centre. Some aspects of the Terms may not be relevant to you, and we request that you ask for further explanation or clarification if required.
Our commitment to you
We aim to provide you at all times with an excellent service. We aim to provide your pet with the highest standard of care and treatment.
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us. Fees for work performed out of hours at Hart Veterinary Centre (our our of hours emergency care provider) will be payable directly to Hart Vets at the time of treatment.
Methods of payment
Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs or diets. You may settle the account using:
• Cheque with current bankers card
• Credit or debit card
Estimates of treatment costs
We will happily provide a written 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 pet’s illness will not follow a conventional course.
Terms of business
If any account is not settled within 30 days, a reminder will be sent with an additional accounting fee, in respect of administration costs incurred. Should it be necessary for further reminders to be sent, further charges will be incurred. These however may be deducted if payment is made promptly. After due notice to you the client, overdue accounts will be referred to our debt collection agency and further charges will be levied in respect of costs incurred in collecting debt: production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. 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 added in respect of bank charges and administration 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 by the express permission of a partner.
Out of hours care
As of 14th December 2016 emergency cases arising outside of normal working hours will be seen by Hart Veterinary Centre, Bicester, OX26 2XL. Fees for emergency services will be payable directly to Hart Vets. Patients admitted and hospitalised at Croft Veterinary Centre will continue to be cared for on-site out of hours with regular checks by our staff.
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 pharmacy. Your veterinary surgeon may prescribe POM-Vs only for an animal under his or her care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be prescribed to your animal. The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 3-6 months, but this may vary with individual circumstances. The standard charge for a re-examination is £28.00. The cost of a prescription is £12.50. Further information on the prices of medicines is available on request.
Pet health insurance
Croft Veterinary Centre strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask any member of staff about insurance. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your insurance company. We will do everything in our power to expedite the claim.
Complaints and standards
We hope that you never feel the recourse to complain about the standards of service received from Croft Veterinary Centre. However if you feel there is something to complain about, please direct your comments in the first instance to any member of staff.
Ownership of records
Case records and similar documents are the property of, and shall be retained by, Croft Veterinary Centre. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
Ownership of x-rays and similar documents
The care given to your animal may involve making some specific investigations, for example taking x-rays 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 an x-ray film, remains with the practice.
We will keep the information we store relating to you and your pet confidential. We will only use it to inform you of information we feel is important to the health of your pet e.g. vaccination reminders or new disease prevention products. To facilitate continuity of care relevant parts of your pet’s medical history may be shared with our out of hours emergency care provider Hart Veterinary Centre. No other information will be given to a third party unless specifically agreed to by yourself e.g. insurance companies.