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TERMS OF BUSINESS

Thank you for entrusting the care and attention of your pet to Congleton Veterinary Centre Limited. This document outlines our Practice Terms and Conditions. Some aspects of the Terms may not be applicable to you, and we request that you ask for further clarification or explanation, if required.

 

Fees

All professional fees, diets, drug and sundry items are subject to VAT at the prevailing rate. Fee levels are determined by the time spent on a particular case, and according to the drugs, materials, consumable items and diets used. Our written fee list is available on request. You will receive an itemised fee note for every consultation, surgical procedure or other transaction with us.

 

Methods of Payment

Accounts are due for settlement in full at the end of each consultation, upon collection of medications or foods, or upon discharge of your pet from the practice after a surgical procedure or in-patient stay. You may settle the account using any of the following means: Cash, Debit Card, Credit Card (please note we do not accept American Express cards)

 

Estimates of treatment costs

We will happily provide, upon request, a written estimate of the likely costs for a course of treatment. Any estimate will be based on the facts available at the time of the initial assessment; often, a pet’s illness may not follow a conventional course, and as such, the estimate will only ever be an approximation of costs, and would be subject to change dependent upon progression of the illness and the pet’s condition.

 

Settlement terms

Should an account not be settled after 7 days, a reminder will be sent with an additional accounting fee in respect of the administrative costs involved. Should it be necessary for further reminders to be sent, further administrative and other costs will be incurred. It may be possible, by agreement, for these to be deducted if payment is made in full, within an agreed timescale. After due notice to you, the Client, overdue accounts will be referred to our external Debt Collection Agency and further costs will be levied to your account, in respect of the costs incurred in collecting the debt in this way; such as the production of reports, correspondence, court fees, attendance at court, phone calls, home visits and so on. Any cheque returned unpaid by our Bank, 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 principle sum.

 

Inability to pay

If, for ANY reason, you are unable to settle your account as specified, we ask that you discuss the matter with a member of staff as soon as possible. Please note that payment by instalments or part-payments of any account may ONLY be sanctioned with the express permission of Mr James H. Ede B.Vet.Med., MRCVS, the Practice Principal and Clinical Director.

 

Pet Health Insurance

Congleton Veterinary Centre Limited supports and strongly recommends the concept of Pet Insurance to contribute towards the cost of unexpected illness or accidents involving your pet. Additionally, many people are reassured by the generous levels of 3rd party liability cover included as standard in many policies. Please ask any member of staff for details of the pet insurance policies we recommend. Please note that it is still your responsibility to settle the account for veterinary fees, and then reclaim those fees from your Insurance Company. At the time of writing, 10 out of the 11 pets owned by our staff are insured.

 

Complaints and standards

We hope that the standard of service we offer is consistently high, such that you should never have cause to complain. However, if you ever have any concerns, or reason to complain, please direct your comments in the first instance to Mr James H. Ede B.Vet.Med., MRCVS. If your complaint is not fully answered in the first instance in writing, we would encourage a face to face meeting to discuss matters further. At such a meeting, it would be necessary to either record the meeting, or have an additional person taking notes. If agreement is still not reached, then you may bring your concerns to the Royal College of Veterinary Surgeons, the governing body of the Veterinary Profession in the United Kingdom. Their address is available upon request.

 

Ownership of records

Case records, including documents such as laboratory reports, radiographs and others are the property of, and will be retained by Congleton Veterinary Centre Limited. 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 pet may involve undertaking specific investigations, for example taking radiographs or performing ultrasound or other scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of any document produced as a consequence of the test (e.g. radiograph, printout of an ultrasound image) remains with the practice.

 

No addition or variation of these conditions will bind the Practice unless it is specifically agreed in writing and signed by the Practice Principal. No agent or person employed by, or under contract with, the practice has authority to alter/vary these conditions in any way.

Call us on: 01260 272131

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Mail us on: enquiries@congletonvets.com

Call us on: 01260 272131

phone-icon mail-icon

Mail us on: enquiries@congletonvets.com

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