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. Our written fee list is available on request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
Methods of Payment
Accounts should be paid at the end of each consultation, the discharge of your pet or upon collection of medicines/diets. You may settle the account using: Cash, Cheque with valid guarantee card, Credit/Debit card – Switch, Solo, Mastercard, Visa, Delta. Payment by card can be taken over the phone.
Estimates of Treatment Cost
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, and unforeseen costs may arise. We will endeavour to keep you informed if this is the case.
Terms of Business
If an account is not settled within 7 days, a reminder will be sent. If the account is not settled within another 7 days, an additional accounting fee will be added in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges may 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 a debt collection agency or County Court proceedings initiated to recover the debt. Further charges may then be levied in respects of costs incurred collecting the debt. 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 administrative 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 instalments or part payments of any account may only be sanctioned with the express permission of a Director. Non-emergency medications or other items cannot be given without payment at the time.
Pet Health Insurance
Alfreton Park Veterinary Hospital strongly supports the principle of insuring your pet against unexpected illness or accidents. Insurance leaflets are displayed in the waiting room. Please be aware that it is your responsibility to settle our account, and then reclaim the fees from your insurance company unless it has been agreed in advance to claim directly from the insurance company, and you have settled your excess. If an insurance company declines to pay a direct claim, or does not pay within 2 months you must pay the account in full. We reserve the right to request payment in full at any time.
Direct Insurance Claims
As an additional service, entirely at our discretion, we may be able to arrange for your insurance company to pay your bill to the practice directly. If you wish to use this service please ask your veterinary surgeon prior to treatment being given. We will ask to speak to your insurance company to check you have insurance cover before proceeding, and you will be asked to pay your excess at the time of initial treatment. Please remember the account remains your responsibility at all times, and we reserve the right to request payment in full from you at any time. A contract of insurance is between you and the insurer. If there are any disputes or non payment, or if there is no payment within 2 months we will ask for payment in full from you. Should we receive settlement later, this will be refunded to you. A completed insurance form is required at the start of treatment, and at least every month if treatment is ongoing. We usually make a charge for direct insurance claims. Please ask a member of staff if you have not been informed of this. If any balance remains due after your insurance company has settled eg. food, excess fees or other fees not covered by your policy you will be notified. Our normal payment terms will then apply.
Prescriptions are available from Alfreton Park Veterinary Hospital. You may obtain Prescription Only Medicines, Category V, (POM V’s) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. We may prescribe POM V’s only following a clinical assessment of an animal under our 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 for your animal. The general policy of this practice is to re-assess an animal requiring repeat prescriptions for/supplies of POM V’s every 6 months, but this may vary with individual circumstances. Normally a maximum of 2 months of medication will be supplied at any one time, although this may be less according to individual circumstances. Further information on the prices of medicines is available on request.
Complaints and Standards
We hope that you never feel the recourse to complain about the standards of service received from Alfreton Park Veterinary Hospital. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a Director.
Ownership of Records, Xrays and Similar Documents
Case records including lab reports and other similar documents are the property of, and shall be retained by, Alfreton Park Veterinary Hospital. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case. The care given to your animal may involve making some specific investigations, eg 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 eg. an x-ray picture remains with the practice.
Abusive and Aggressive Behaviour
We operate a zero-tolerance policy against aggressive or abusive behaviour towards our staff or other clients. Any such behaviour will result in your immediate removal from our client list, and further action may be taken.
Out of Hours Service
Out of hours work between 6.30pm and 8.30am weekdays, 12pm Saturday until 8.30am Monday, and 8.30 am until 8.30am the following morning on bank holidays is carried out by Vets Now. Animals will still be seen at Alfreton Park Veterinary Hospital but all clinical decisions, invoicing and payment for animals seen during these hours will be between you the client and Vets Now unless otherwise specified. Animals kept in the Hospital by Alfreton Park Veterinary Hospital during these periods will not necessarily incur a charge from Vets Now if stable.
Variations in Terms
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the Company Directors. No agent or person employed by, or under contract with, the company has the authority to alter or vary in any way these conditions.