Valued Pets Veterinary Practice Ltd
Terms and Conditions

We thank you for entrusting us at Valued Pets Veterinary Practice Ltd to care for your precious family member.

By becoming a client, you agree that you have read and understood our terms and conditions and agree to be bound by them for the length of your registration.

Registration

If you have registered your interest of becoming a client, whether online or via the telephone, please note that you will not become a client until the practice has confirmed so.

If you are transferring from another veterinary practice, we would first require the pet’s full medical history, having the history is in our possession this does not mean that you are a registered client until the practice confirms so.

Confirmation will be done via email or telephone.

Fees

All fees are available on request and are subject to change and are subject to VAT at the standard rate.

Procedures will be subject to an estimated cost, determined by the length of the procedure and consumables that may be used. Estimates will be valid for 30 days.

A fee will be added for missed appointments / operations.

Payment Terms

Payment is due at the time of treatment.

If you are unable to settle your account, please inform a member of staff before treatment commences.

Should an account not be settled a reminder will be sent, administration charges will be incurred for any further reminders.

Should the account not be settled after the third notice, then the debt will be referred to a debt collection agency and further charges will apply. Debts not settled post debt collection agency, may be referred to the County Court.

Should a cash payment be found to be counterfeit, or a credit / debit payment has not been honoured, then the original sum will remain, and charges will be added to cover administration costs

Emergency treatment will always be given, irrespective of the ability to pay

Methods of payment

Credit / debit cards and cash are accepted, card payments can be made via the telephone for your convenience, cheques are not accepted.

Ownership of records

Medical records, lab results, x-rays and similar documents are the property of Valued Pets Veterinary Practice Ltd and will always remain at the practice. Whilst there is a charge for performing such investigations and interpreting their results, the ownership of the resulting records remains with the practice.

You may view your pet’s medical history by appointment only.

Should you register with another surgery we will pass on copies of the medical history and all supporting documents with your consent.

Home visits

We provide home visits for euthanasia only, for emergencies it is always in the best interest of the animal to be seen at the surgery, where we have the facilities and drugs available.

Reminders

We send reminders for vaccinations and parasite treatments free of charge at your request, but the responsibility to keep such treatments up to date remains with you.

Prescriptions

Written prescriptions are available for medication upon request, should you wish to purchase the medication from another veterinary surgeon or a pharmacy. A written prescription may not be appropriate if your pet is an inpatient or if treatment is needed immediately.

We require 48 hours’ notice for repeat prescription, on the day emergency prescriptions will incur a further charge.

Animals that require repeat medication will require an assessment every 3 months.

Anti-parasite treatments are prescription only medicines, for the vet to dispense such treatments, legally the animal needs to have had an examination within the last 12 months.

The medicine act requires us to use veterinary licenced products, should this not be available we will then use veterinary licenced products for use in other species, failing that a human medicine will be used. Any use of off-licence medication will be explained to you before dispensing.

Insurance

We strongly suggest that you insure your pets against unexpected accidents and illnesses, levels of cover, understanding exclusions, claiming fees, and paying an excess, will be your responsibility as with any insurance.

In certain circumstances we may be able to directly claim treatment fees, minus the excess any exclusions, provided the claim is preauthorised by your insurance provider.

A direct claim does not transfer liability of fees incurred, the policy remains a private agreement between owner and insurer, and we cannot be involved in any disputes over non-payment of claims.

Should the insurer refuse a direct payment, or not settle a direct claim to us within 30 days, then we would request payment in full, as you will still be liable for all cost incurred.

Emergency cover

When the practice is closed, you will be directed to the emergency service provider.

Complaints procedure

We strive to provide the best possible standard of care for you and your pets, however, should you wish to raise a complaint, then please raise it at the time of your visit with the reception team, should the reception team not be able to resolve the issue to a satisfactory degree, then we request a written complaint addressed to the practice manager.

An acknowledgement will be sent, and a time frame will be given for a reply, this is typically 2 weeks for an investigation to take place, this period may be longer should the staff involved be on annual leave or temporary unavailable.

A zero-tolerance policy is in place, should we experience abusive or aggressive behaviour of any kind, to any member of staff, you will be de-registered from the practice and asked to find alternative veterinary care in writing.