STANDARD TERMS AND CONDITIONS OF BUSINESS

VETERINARY CENTRE

Thank you for entrusting the care of your pet to the Aston Clinton Veterinary Centre Ltd, Kennels and Cattery. The following details are our standard Practice terms and Conditions. Some aspects may, or may not be relevant to you, and further explanation, or clarification of these terms and conditions are available on request.

APPOINTMENTS: All consultations are by appointment only. Clients are requested to inform the Practice in advance, preferably at least 24 hours before your appointment time, if you wish to cancel, or reschedule your appointment. We reserve the right to charge for missed appointments, or for appointments cancelled, or changed at short notice.

FEES: All fees are inclusive of VAT at the standard rate. Fee levels are determined by the time spent on a case, and according to the drugs, materials, consumables, and diets used, or dispensed. You will receive a detailed invoice for every consultation, surgical procedure, or transaction with the Practice.

METHODS OF PAYMENT: Cash and all major credit/debit cards are accepted (American Express and Diners Cards are NOT accepted).

SETTLEMENT TERMS: All fees MUST BE PAID FULL at the time of consultation, treatment, dispensing of drugs/diets, or collection of patients. No account facilities are available and a 10% surcharge may be immediately levied if payment is not received in full or at any stage if the debt remains outstanding. In addition, clients will be responsible for any account charges or further costs incurred in recovering unpaid fees, including any debt collection, or court fees. Furthermore, any cheque returned by our Bank unpaid, any Credit Card payment not honoured and any cash tendered that is found to be counterfeit will result in the account being restored to the original sum, with additional 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 a member of staff. Please note that instalments, or part payments of any account may ONLY be sanctioned with the express permission of the Practice owners, Miss Anne McLoughlin or Mr Darron Hare.

ESTIMATES OF COSTS: On request, a written estimate of likely costs can be given at the time of consultation, or admission of patients. Unfortunately, due to the unpredictable nature of veterinary medicine and surgery, and the complexity of individual cases, the Practice cannot be bound by any estimates given. We will endeavour to keep you updated with any major variations in costs. If your pet is hospitalised for surgery, treatment, or diagnostic investigations we will be able to provide you with daily updates of any costs incurred.

PET HEALTH INSURANCE: The Aston Clinton Veterinary Centre Ltd, strongly recommends and encourages Health Insurance for your pets. Unfortunately, the Practice is not permitted to recommend specific Insurance companies, or policies, but we are able to give general advice in this regard. In all cases clients responsibility to ensure that your Insurance policy will cover a specific condition, or procedure, as excesses and exclusions may apply to certain conditions and policies. Unfortunately, due to the increasing number, and complexity of Insurance claims being processed by the Practice, it has become necessary to charge an administration fee for this service.

COMPLAINTS AND STANDARDS: We welcome any comments and suggestions from our clients regarding the Aston Clinton Veterinary Centre Ltd, Kennels and Cattery and the service we provide. We obviously hope that you will never have recourse to complain about the standards of service you receive. However, if you feel that there is something you wish to complain about, please direct your comments and concerns in writing to the Practice owners, Miss Anne McLoughlin or Mr Darron Hare.

OWNERSHIP OF CLINCAL RECORDS: All case records and clinical notes, including radiographs, ultrasound scans, and laboratory results, are the property of, and need to be retained by the Aston Clinton Veterinary Centre, Kennels and Cattery. Copies of these and/or a summary of the case history will be forwarded, on request, directly to another veterinary surgeon, or practice taking over the case. Under certain circumstances, a client may be entitled to a copy of their pet’s records. Any such request should be made in writing to the Practice owners, Miss Anne McLoughlin or Mr Darron Hare and a fee may be levied.

PRESCRIPTIONS AND DISPENSING OF MEDICINE: Prescriptions are available from this Practice. You may obtain Prescription Only Medicines, Category V (POM-V’s) from your veterinary surgeon, OR ask for a prescription and obtain these medicines from another veterinary surgeon, or a pharmacy. A veterinary surgeon may prescribe POM-V’s only for pets of his/her care. Legislation requires that a veterinarian re-examines any pet requiring repeat prescriptions at least every 6 months, or as deemed appropriate by the veterinary surgeon. Clients are advised that at least 24 hours notice must be given prior to collection of repeat prescriptions, as all prescriptions need to be authorised, checked and signed by a veterinary surgeon. A prescription may not be appropriate if your pet is an inpatient, or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your pet. Clients are advised to return any unused, or expired medicines to the Practice for disposal. Unfortunately, we are not able to give a refund for any returned medication, as we are not permitted to re-sell any medication that has already been dispensed to clients.

KENNELS AND CATTERY

VACCINATIONS: All pets must be fully vaccinated. Dogs require Kennel Cough vaccination (an intranasal spray) in addition to the annual booster vaccination. Kennel Cough Vaccination must be given at least 2 weeks prior to boarding. Proof of vaccination (certificate or veterinary receipt) must be provided before your pet is admitted into our care.

CHARGES: We require a 25% deposit at the time of booking. Our daily charges are calculated from the day of arrival till 10:00am the following day. Charges are levied from the arrival date up to and including the departure date. In the event of you collecting your pets earlier than intended, we reserve the right to charge for the full number of days booked. No pet will be released unless payment is received in full.

CANCELLATIONS: If you need to cancel or amend your booking, we require 14 days notice from the start of pet’s stay, otherwise we reserve the right to charge for the full number of days originally booked. (Note: If in the unfortunate event that a cancellation or change is necessary within the 14 day period, we will endeavour to fill your space with an alternative client; if successful, we will only charge for the number of days we were not able to fill.)

VETERINARY TREATMENT: In the unlikely event that your pet becomes unwell during his/her stay with us, our own on site veterinary surgeon will provide treatment. The cost of treatment and medication will be added to your final account If it is necessary for your pet to attend another veterinary practice a charge for transport will also be added to your final account.

No addition or variation of these terms and conditions will bind the Practice unless it is specifically agreed in writing and signed by the practice owners, Miss Anne McLoughlin or Mr Darron Hare. No agent or person employed by or under contract with the Practice has the authority to alter or vary these conditions in any way.

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