Edgemoor Veterinary Practice – providing high quality veterinary care throughout Ryedale and beyond

Terms and Conditions

Please contact us for further explanation/clarification if required.

Thank you for trusting Edgemoor Veterinary Practice with the care of your pet. The practice has been inspected by the Royal College of Veterinary Surgeons and accredited as a General Small Animal Practice. We aim to provide a high standard of patient and client care and place an emphasis on disease prevention.

FEES
As there is no pet NHS, we provide private healthcare. This means the practice is reliant on the fees paid by our clients to fund our services, facilities, drugs and staff expertise, which enables us to offer your pets the best possible care.

All fees, diets and medicines are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the medicines, materials, consumables and diets used. If you are concerned about costs, please discuss this with the vet or our accounts manager at the earliest possible opportunity. You will receive a detailed bill/receipt for every consultation, surgical procedure or transaction with us.

Our standard fees are as follows:

Consultation with vet                                 £29.40

There is an additional charge for out of hours treatment, which our on – call vet will explain to you.
Out of hours fees:
Weekdays from 6.30pm – 10.00 pm                         £65.00 (including consultation)
Saturday 12.30pm – 10.00pm, Sunday and Bank Holidays 8.00am – 10.00pm     £65.00 (including consultation)
7 days per week 10.00pm – 8.00 am                        £82.50 (including consultation)

PAYMENT
Unless alternative arrangements have been made, payment is due at the end of a consultation, the discharge of your pet or upon collection of medications/diets. For your convenience we welcome payment by:
⦁    CASH
⦁    CHEQUE
⦁    CREDIT/DEBIT CARD – Switch, Solo, MasterCard, Visa, Delta
⦁    INTERNET OR TELEPHONE BANKING – Sort Code 40-31-08, a/c no. 11417711. Please quote your surname and animal’s name as a reference.

ESTIMATES OF TREATMENT COSTS
We will happily provide an 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.

ACCOUNTS
If you have arranged account facilities payment must be made on receipt of invoice. Due to administrative costs, the minimum amount we can send an account for is £10.00.

PAYMENT AGREEMENTS
If you have completed a payment agreement then the stated terms must be adhered to.

PAYMENT DEFAULT
If you default from our terms of business we reserve the right to refer an outstanding debt to a Debt Collection Agency whose costs (usually 25% plus VAT of the outstanding amount) will be added to the invoice.

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 amount being restored to the account with further charges added in respect of bank charges and administrative costs.
We reserve the right to refuse any treatment other than first aid to animals belonging to clients with long term outstanding accounts. Clients may be refused all treatment after appropriate notice has been given.

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 our Accounts Manager.  If making payment by instalments (preferably standing order) a payment agreement must be completed.

PET HEALTH INSURANCE
Edgemoor Veterinary Practice strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Whilst we cannot recommend specific companies, we can give general advice as to the advantages and disadvantages of different types of policy. Please be aware that the agreement is between yourself and the insurance company and it is still your responsibility to ensure our account is settled. Due to the administration costs now associated with pet insurance claims we charge a minimal fee to the client for each claim completed.

COMPLAINTS & STANDARDS
We hope that you never feel it necessary to complain about the standards of service received from Edgemoor Veterinary Practice. However, if you feel that there is something you wish to complain about; please speak to an appropriate member of staff in the first instance. If you are still unhappy, please ask which senior member of staff you should address a written complaint to. If they are still unable to resolve the issue you can contact the RCVS at Belgravia House, 62-64 Horseferry Road, London SW1 2AF Tel: 020 7222 2001.

OWNERSHIP OF RECORDS, RADIOGRAPHS AND SIMILAR DOCUMENTS
Case records and similar documents are the property of, and shall be retained by, Edgemoor Veterinary Practice. Clients may request a copy of their pet’s records (for which an administration fee may be charged). Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case. The care given to your animal may involve undertaking specific investigations, for example radiography 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.

We have controls in place to deal with personal details and client records in accordance with the Data Protection Act.

PRESCRIPTION AND DISPENSING POLICY
We can dispense all the medication that our vets prescribe directly from our surgeries at the time of your appointment in accordance with the Royal College of Veterinary Surgeons and Veterinary Medicines Directorate guidelines. We dispense all Prescription Only Medicines (POM-V) with the authority of the vet treating your pet. Prices (including VAT) of any medication prescribed are available on request.

We provide written prescriptions for veterinary medications on request. These must be authorised by a vet and can only be issued to animals under their care. We charge £9.00 for a prescription which covers the professional service of the vet in authorising appropriate medication, dosage advice and updating and maintaining the necessary pharmacy records for your pet.

We have a repeat prescription service for those pets on long-term medication, which lets you re-order medication or written prescriptions over the phone. To comply with the Royal College of Veterinary Surgeons best practice guidelines, we must see your pet every three months for an examination and to ensure we carry out any diagnostic tests to monitor the efficacy and/or side effects of the drug. There are instances where flea and worm medication or POM-V medication used for preventative healthcare may also require your pet’s health to be checked six monthly before it can be dispensed.

Medication posted to clients will be sent by recorded delivery and subject to a post and packing charge which will be payable when the drugs are ordered.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by our senior vet or accounts manager. No agent or other person employed by, or under contract with, the company has the authority to alter or vary in any way these conditions.

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