Standard Terms and Conditions of Business

Thank you for choosing Vetrica for the veterinary care of your pet. All work that we do for you is subject to these Standard Terms and Conditions of Business. Please ask one of our staff if you need any clarification of these terms.

We are required to maintain accurate records of the treatment given to the patients entrusted into our care. In order to do this we ask you to complete a registration form. If your details change, please inform us so that we can update our records. The data that we hold on you is subject to our Privacy Policy.

Fees

All the fees that we charge, whether for goods or services are subject to VAT at the prevailing rate. We display a selection of fees on the wall of the waiting room. If you would like to know any other fee beforehand, then please ask a member of staff who will be happy to assist.

Estimate of treatment costs

Estimates may be provided verbally, or on request, in writing, as to the likely cost of a course of treatment. All estimates given are approximate costs only, and the final fee charged may vary depending on complications or individual circumstances. For example, some patients will require extra pain relief, additional x-ray images or life saving interventions that it may not be appropriate to contact you about before providing. We will try to contact you as soon as practical in the event that the costs incurred are likely to be significantly higher than any estimate given.

Payment

You must pay for all goods and services (including medications) at the time of purchase. Itemised receipts are available on request for every transaction.

You must pay for all services as they are received. Most consultations with a veterinary surgeon or nurse will attract a fee, and we expect payment to be made at the end of each examination/consultation, or upon the discharge of your pet from our care in the case of in-patients.

In the event that your pet is hospitalised, or requires an operation, we may require part payment in advance of any period of hospitalisation and/or stage payments for longer periods of hospitalisation. If your pet is hospitalised we will try to phone you daily to discuss the progress of your animal and the fees incurred.

If a pet is registered at Vetrica, we will assume that any person presenting the animal for treatment is duly authorised by the registered owner, who will be liable for the costs incurred. Where a pet is not registered at Vetrica, the individual requesting treatment must accept liability for all costs incurred.

Methods of Payment

Payment is accepted by cash, debit/credit card, or BACS transfer.

Settlement terms

In the event that your account is not settled within seven days, a reminder will be sent. After due notice to you, the registered owner, overdue accounts will be subject to our debt collection procedure. This will incur further charges levied in respect of the cost of collecting the outstanding debt, and may include, but not be limited to: phone calls, correspondence, credit charges, debt collectors fees, court attendance and court fees. Counterfeit cash, returned cheques or dishonoured card payments will result in additional fees due to bank charges and administrative costs in addition to the sums initially levied.

Inability to pay

If for any reason you are unable to settle your account as specified, please discuss the matter as soon as possible with a member of staff.

Pet Insurance

It is your responsibility to settle our account and then reclaim the fees from your insurance company. We may be able to accept payment directly from your insurance company in individual circumstances, but we will require a deposit to cover any expected excesses or treatments not usually covered by pet insurance policies. In the event that your insurance company fails to pay the full balance of your account, then the remaining balance will be due within seven days. Failure to settle your account within this time will be dealt with as other unpaid debts as described above. In the event that your insurance company overpays your account, we will attempt to contact you to return the balance to you. However, we will not refund any money that would otherwise put your account into debit.

We will complete a maximum of four insurance claims per 12 month period without cost. Any additional claims will incur our standard insurance completion fee which is available on request.

In the event that your insurance company contacts us for further information regarding the claim, we may respond to them without further recourse to you.

Clinical records

Even though we make a charge for producing them, your pet’s clinical records, including radiographs, ultrasound scans, or laboratory test reports remain the property of Vetrica, and will be kept under the terms of any prevailing laws. You are entitled to see the records on request without charge in accordance with our Privacy Policy. Your pet’s clinical records will be sent to another veterinary surgeon on request from them, or if we are referring your pet on for specialist evaluation or treatment. Patient records may also be forwarded to insurance companies at their request.

Complaints

We hope you never have reason to complain about the standards of service received at Vetrica. However, if you feel that there is something you need to complain about, please speak to a member of staff, who will direct the complaint to the appropriate person.

Return of unused drugs

We are happy to accept unused medications back into the practice for disposal only. The medicines regulations forbid us from re-selling drugs which have left the premises, even when unopened or for a short time, so no refund can be given. Drugs purchased from any other supplier will not be accepted for disposal. We accept needles and syringes (e.g. for diabetic patients) for disposal, only in appropriate sharps disposal bins that we have supplied.

Repeat examinations

In order to safeguard the welfare of your pet and to meet our legal and ethical obligations, animals receiving long term medications must be re-examined at regular intervals. This will never be more than 6 months, but as the circumstances of your pet’s condition develop, it may be much less.

Appointments

Except in the case of emergency, we consult by appointment only. In the event that you are unable to make your appointment, please contact us as soon as possible so that we can open the appointment time for another patient. We reserve the right to charge our standard consultation fee for persistently missed appointments.

Variation of the terms

Vetrica will not be bound by any addition or variation of these conditions, unless it is specifically agreed in writing and signed by a director. No agent or person employed by, or under contract with Vetrica has the authority to alter or vary these conditions in any way.