Thank you for entrusting the care of your animal(s) to Alphapet veterinary Surgery. Some of our terms are detailed below. Not all of the terms may be relevant to you so we request that you ask for further explanation or clarification if required.
All professional fees, medications and reception sales are subject to VAT. Fee levels are charged at our standard rate for consultations and basic operations, however in some cases, surgical procedures will be charged by the complexity of the surgery. Fees will also be applied in respect of drugs, materials, consumables and diets used or prescribed. We reserve the right to charge for verbal advice, including by telephone. You are entitled to a detailed fee note for every consultation, surgical procedure or transaction with us, a card receipt is given when paying by card however for a detailed breakdown please ask for a full receipt when paying.
Methods of payment.
Accounts are due for settlement at the end of the consultation, the discharge of your pet from the surgery, or upon supply of any goods. You may settle the account with cash, credit/debit cards (Mastercard,Visa, Delta, Maestro, Solo, Electron) or cheque with current bankers card up to the guarantee limit. All products supplied remain the property of Alphapet veterinary Surgery until paid for in full.
You will need to provide us with details of any previous veterinary practice(s) you have used. We will, as a matter of professional courtesy, contact any previous vets who have treated your pet and will need to obtain a copy of your pet’s clinical records.
Estimates of Costs.
A written estimate of the cost of treatment is available on request. Please remember that any estimate is approximate, for guidance, and that additional costs may arise after treatment or investigations if they reveal additional issues. We will make every effort to contact you on the telephone details that you have provided, and notify you of any increases to the original estimated cost, should this arise, but if we are unable to contact you we will treat your pet as is necessary to prevent pain and suffering.
External Laboratory Fees.
Please be aware that there will be further charges for laboratory work if the samples are sent away. These will be charged to the account at the time of receiving the results. Treatment requiring Special Licence: There are some treatments which require authorisation by Veterinary Medicine Directory to comply with the Veterinary Medicines Regulations 2009. These include, for example, immunotherapy or any medicine which needs to be imported to the United Kingdom. Please be aware that t here will be an additional charge passed onto the client for the Special Licence issued by VMD.
Any accounts agreed, must be paid within 14 days of the original invoice. Unpaid accounts will incur an additional charge (£25) administration fee, the account will be referred to a debt collection agency, and further charges will be applied in respect of the costs associated with collecting the debt and associated court expenses etc. Any cheque returned by our bank as unpaid, Credit Card not honoured, or cash tendered and found counterfeit, will result in restoration of the original invoice along with further charges to cover the associated administrative costs.
Inability to pay.
If for any reason, you are unable to settle your account on the day or within the 14 day grace period, please discuss the matter on the day of treatment, before any work is carried out, with a member of staff in order to minimise further administrative costs being incurred. Please note that part payments, or payments by instalment can only be sanctioned by permission of the manager/director. Please note past payment history will be taken into account before a decision is made.
Pet Health Insurance.
Please inform our staff if you intend to claim on an insurance policy, and our staff will explain the claims process and our involvement. The account should be paid for in full by the client, who will then receive reimbursement from the insurance company. In certain circumstances, where full payment is not possible, we may be able to claim direct from the insurance company. In this instance, the insurance excess must be paid direct to the practice at the time these fees are incurred. Claims forms should be brought to the practice on day of treatment, all information needed on your part must be filled before we receive the forms, failure to do so may result in the claim being declined.
Ownership of Records, Radiographs and similar records.
Case records and similar documents are the property of Alphapet veterinary Surgery, and will be retained by us. On request, copies, with a summary of the history, will be passed directly to another veterinary surgeon/practice giving a second opinion. Radiographs and results of all other tests we have performed remain the property of Alphapet veterinary Surgery, even though we have raised an invoice for undertaking and interpreting these procedures. The results will be passed direct to another veterinary surgeon if a second opinion is sought.
Prescriptions are available for any Prescription Only Medicine (POM-V, POM-VPS or NFA-VPS) required to treat any animal under our care (POM-V only). These medicines may be obtained from us or you may ask for a written prescription to obtain these medicines from another veterinary surgeon or pharmacist (or merchant (POM-VPS, NFA-VPS). A fee is chargeable for the prescription itself. Consultation fees will apply in either case.
Prescriptions for POM-V medicines may be repeated at our discretion, to animals under our care, after a clinical assessment of the case.
Regular chargeable check ups are required, at intervals no more than every 6 months. This more than likely will include a blood test. The cost of this assessment will be that of the current repeat prescription check up fee plus any laboratory fees, in addition to any medicine prescribed after examination. POM-V medicines may be dispensed in amounts sufficient for up to 3 months treatment, at our discretion. Variations may apply according to our clinical assessment of the case.
Out of Hours service.
Alphapet veterinary Surgery doesn’t undertake its own out of hours(OOH) service, we provide details of the OOH service provider (Vets Now) on our answerphone, website and in the surgery. The vet will decide whether the animal is best seen at their surgery or may give phone advice. In most situations, pets are more effectively assessed and treated at their surgery (Canterbury), where nursing assistance and in patient facilities are available. Please note that any treatment given to your pet outside of our normal surgery hours will incur an increased fee. For patients hospitalised, the vet will advise what re-examination intervals are appropriate, following a full clinical assessment of the case, these re-examinations will more often than not take place at Alphapet veterinary surgery.
Complaints and Standards.
Alphapet veterinary Surgery aim to provide the highest standard of care for you and your animals, and we hope that you never have cause to complain. However, we appreciate that things can go wrong and there may be times when you feel that your expectations have not been met. We hope that you give us the chance to put things right and that any problems can be promptly rectified to your satisfaction at the time they arise. If you feel the problem cannot be resolved and you would like to make a formal complaint, we ask you to let us know in writing within three months. Please address it to our practice manager who will send you an acknowledgement letter and an estimation of investigation and response time. No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice director. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway.