Terms of business
All fees and charges for drugs, diets and other products are subject to VAT at the current rate. Fee levels are determined by the time of consultation or visit, and according to the drugs, materials, consumables and diets used. Our written fee list is available on request.
You will receive a detailed fee note for every consultation, visit, surgical procedure or transaction carried out by us.
Methods of Payment & Settlement Terms
Accounts are due for settlement at the end of the consultation, following a visit, upon collection of a pet post operatively, or upon collection of drugs / diets.
You may settle your account using any of the following:
- Cheque with current Banker’s card
- Credit / Debit Card – Switch, Solo, MasterCard, Visa, Delta
- American Express
Should an account not be settled within 14 days, then a reminder will be sent which may incur an additional administration fee of £5.00. Should it be necessary to send further reminders, further charges may be added.
After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied. 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 account being restored fully and further charges added.
At the discretion of the Partners, we may allow certain clients who fulfil our strict credit requirements and are long standing clients of Pool House Veterinary Group, to use a 30 day credit account. Should an account not be settled within the required 30 days, a reminder will be sent which may incur an additional fee of £5.00. The partners also reserve the right to suspend any discounts normally applied to the client account for drugs or professional fees, without notice.
Should it be necessary for further reminders to be sent, additional charges may be added. After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency and further charges will then be levied in respect of costs incurred buy us in collecting the debt.
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 account being restored fully and further charges may be added in respect of bank charges and administrative costs with interest on the principal sum.
Interest may be charged at 0.65% per calendar month on all debts outstanding more than 45 days.
Estimates of Treatment CostsWe will be happy to provide an approximate price for treatment of your animal(s). However, please bear in mind that any estimate given can only be approximate – often an animal’s illness will not follow a conventional course.
Where appropriate we will attempt to contact you to discuss additional costs should such circumstances arise. If this is not possible then the attending veterinary surgeon will perform any additional procedures which, in his / her opinion are necessary
Inability to Pay
If, for any reason you are unable to settle your account as specified, we ask that you 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 one of the Partners. Please note that all goods and products (including drugs) remain the property of Pool House Veterinary Group until paid for in full.
Complaints & Standards
Pool House Veterinary Group strives to provide high standards of veterinary care and service. If however you feel that there is something you wish to discuss please direct your comments to one of the small animal Partners.
Ownership of Records
Case records including radiographs and similar documents are the property of, and will be retained by, Pool House Veterinary Group. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case. In some instances it may be necessary to perform an X-ray, ultrasound scan or ECG on your pet. The charges made cover the costs of performing these procedures and the interpretation of the results. The radiographs, scans and ECG themselves remain the property of Pool House Veterinary Group and will be retained by the Practice.
Please give at least 24 hours notice when you need a repeat prescription. These need to be authorised by a veterinary surgeon before the drugs can be dispensed. A vet will need to see your pet at least every 6 months. We endeavour to be competitive with our drug pricing, however you may wish to purchase your drugs elsewhere. A prescription can be provided on request but notice may be required.
A reasonable fee to cover our costs in providing a prescription will be charged.
Special Orders and Non Returnable Items
Any items not normally stocked by the Practice that have to be ordered specially from a wholesaler or other third party, which are subsequently not required will be charged to your account unless we are able to find another purchaser. Because of rules laid down by the National Office of Animal Health and the VMD, wholesalers will not accept returned vaccine. Consequently we are unable to make refunds for these products if not collected or if returned, even when unused.