Standard Terms and Conditions of Business.
Thank you for entrusting the care and attention of your pets to the Oundle Veterinary Group. This letter details our practice terms and conditions. Some aspects of the terms may not be relevant to you and we request that you ask for further explanation/clarification if required.
All fees include VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials and consumables used. Our written fee list is available on request. You will receive a detailed fee note for every transaction with us if you specifically request one.
Estimates of treatment costs.
We will happily provide a written estimate as to the possible costs of a course of treatment. Please bear in mind that any estimate given can only be approximate.
Methods of payment and settlement terms.
All invoices are to be paid at the time of treatment. Invoices may be settled usine cash, cheques or debit cards, or by a variety of electronic means such as BACS or PayM applicatons on smart phone devices. Should an account not be settled and after due notice to you, the client, overdue accounts will be referred to HM Courts and Tribunal Service and further charges will be levied in resect of costs incurred in collecting the debt such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. 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 account being restored to the original sum with further charges added in respect of bank charges and administrative costs in addition to the prinicpal sum.
Inability to pay.
If for any reason you are unable to settle your invoice 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 Natalie Sampson.
Out of Hours Care.
At the Oundle Veterinary Group we provide a 24 hour emergency service. Please be aware that the out of hours consultations take place at the Oundle Surgery Branch. These emergency appointments are for registered clients only, and do incur additional fees payable at the time. All hospital patients will be cared for as necessary by rge duty veterinary surgeon and veterinary nurse.
Animals under our care that require repeat prescriptions will need to be re-examined at regular intervals, as recommended by the case veterinary surgeon. The inerval of re-examination will vary. We request 24-48 hours notice for repeat prescritions, to ensure that they are available when you require them. Written prescriptions are available on request, and additional charges do apply.
House visits are available where it is deemed they are necessary or appropriate. The decision to offer a home visit rests with the duty vet who will evaluate the case based on the patient's clinical condition, to establish the most appropriate care for the patient.
Pet health insurance.
The Oundle Veterinary Group supports the principle of insuring your pet against unexpected illness or accidents. Please be aware that it is your responsibility to settle your account and then reclaim the balance back from your insurance company. A small administration fee for completion of insurance claim forms is charged and is not recoverable from your insurance company. For long-term conditions we ask that claim forms are submitted on a monthly basis, there will be no charge for completing continuation claim forms.
Complaints and standards.
We hope that you never have recourse to complain about the standards of service received from the Oundle Veterinary Group. However if you feel that there is something you wish to complain about please read our complaints procedure by clicking here, and if necessary fill out our complaints form by clicking here. These documents are also available from reception.
Ownership of records.
Case records including radiographs and similar documents are the property of and will be retained by the Oundle Veterinary Group. Copies with a summary of the historyw ill be passed on request to another veterinary surgeon taking over the case. The care given to your animal may involve making some specific investigation, for example taking radiographs. Even though we may charge for carrying out these investiagtions and interpreting their results, ownership of the resulting record for example a radiograph remains with the practice.
Variation of terms.
No addition or variation of these conditions will bind the practice unless it is specifically agreen in writing and signed by one of Natalie Sampson or Nick Park. No agent or person employed by or under contract with, the practice has the authority to alter or vary these conditions in any way.