Terms and conditions

Thank you for entrusting the care and attention of your pet to Alcombe Veterinary Surgery.

This page details our Practice Business Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.

Fees

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 are encouraged to ask about likely costs in advance of any transaction and you will receive a detailed fee note for every consultation, surgical procedure or transaction with us.

Methods of payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using:

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.

Settlement terms

Accounts are to be settled at the time of treatment. Should an account not be settled at the time of treatment, then an invoice will be sent. Should it be necessary for further reminders to be sent, further charges will be incurred. 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 the debt: such as 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 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 the Practice Manager.

Pet health insurance

Alcombe Veterinary Surgery strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle your account and then reclaim the fees from your Insurance Company. If you require a Direct Claim, we may be able to arrange this on provision of your policy documents, please see information sheet Procedure to Request Direct Insurance Claim.

Complaints and standards

We hope that you never have recourse to complain about the standards of service received from Alcombe Veterinary Surgery. However, if you feel that there is something you wish to complain about; please direct your comments in writing for the attention Practice Manager or Principals.

Ownership of records

Case records including radiographs and similar documents are the property of, and will be retained by Alcombe Veterinary Surgery. 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.

Data protection

We are registered under the Data Protection Act of 1998 to keep your personal information for accounting and record purposes.

Minors

We recommend that patients are always accompanied by a suitable adult who can confirm an accurate history of the condition is able to give consent for certain procedures and be responsible for accepting prescribed medication. For this reason we do not treat animals presented by persons under the age of 18 except in an emergency.