Terms & Conditions of Business.

Thank you for entrusting the care and attention of your pet(s) to Woodward Veterinary Practices. We offer complete health care for your pet, involving diagnostic, medical and surgical procedures. In addition we provide programmes of preventative health care and stock/provide general pet care products and diets.

This document details our practice terms and conditions.

CONSULTATIONS:

All consultations are by appointment and these are available throughout the day at our surgeries at Ashby and Woodville. A 24 hour emergency service is provided. Failure to keep an appointment may lead to a cancellation fee being charged.

PROFESSIONAL FEES:

All veterinary fees, drugs and diets are chargeable and all are subject to VAT at the current rate. A fully itemised invoice is provided for every consultation, surgical procedure and medical treatment that your pet receives. Fees are determined by the time spent on your pet and also by the drugs, materials, equipment and consumables used. Our written fee list is available on request. A consultation out of normal hours (7.00pm - 8:30am) will attract a surcharge. In some circumstances a charge will be made for a telephone consultation.

ESTIMATE OF TREATMENT COSTS:

On request, we can provide written estimates at the time of consultation as to the expected costs of investigative procedures and treatment. It is important to bear in mind that it is never possible to foresee the EXACT cost of treatment as often a pet's illness will not follow a conventional or predicted course. Complications, biological events completely out of our control and unexpected intensive care may need to be addressed during a course of treatment.

You may be asked to deposit approximately half of the expected fee at the time of admission prior to surgery or treatment.

LABORATORY/EXTERNAL FEES:

Charges made for services provided by 3rd parties eg: commercial laboratories, specialist radiographic reports, cremation fees etc, will be invoiced through ourselves at the time and payment is due to ourselves. If your pet is referred by ourselves to a specialist centre for more specialist diagnostic, medical or surgical procedures, fees due are not invoiced through ourselves but are paid directly to the specialist centre.

PRESCRIPTIONS:

We are able to provide all medication needed for your pet's treatment. Alternatively, if you so wish and on request, we are able to issue a prescription for each drug required. This can then be processed at most dispensing pharmacies. A charge will be made for issuing each prescription. The dispensing pharmacy will also make a charge for medication supplied which is not subject to NHS charges. We are quite happy to process prescriptions ourselves which have been issued by other veterinary surgeons.

PAYMENTS:

Accounts are due for settlement at the time of each consultation, the collection of your pet after surgery or hospitalisation, and the collection of drugs or diets. Payment may be made using cash, cheque (with guarantee card) or credit/debit card. The latter is only available at the Ashby surgery. Direct claim payments through insurance companies are not accepted.

SETTLEMENT TERMS:

Fees are expected, due and payable at the time of treatment/collection. Clients cannot carry accounts with ourselves and any outstanding balance may be subject to immediate interest charges levied at the partners' discretion and at the rate of 5% of the total outstanding (deductible if full payment is made within 10 days). Any account still outstanding after 1 month will be subject to further interest charges of 10% per month, again deductible if full payment is received within 14 days. After 2 months and due notice, details of overdue accounts will be referred to an independent debt collection agency and further charges will be levied in respect of court costs and collection fees incurred during collection of any outstanding balance.

Any cheque or credit/debit card payment not honoured will result in the account being restored to the original value with further charges added in respect of bank charges and administration charges together with 5% interest on the original 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. Under very exceptional circumstances we may extend credit on an account so that payments can be made over a set time period. This facility is strictly limited and is subject to strict terms and conditions. Any such account would still be subject to interest charges as detailed above. This facility can be authorised only by D.C.Woodward and will be given strictly at his discretion. It cannot be made by any other member of staff. The facility is not available to new clients (<12 months registered) and clients with any previous poor payment record.

OWNERSHIP OF RECORDS:

Case records, radiographs, laboratory reports and similar documents are the property of and will be retained by the Practice. These records are confidential and will not be communicated to any 3rd party without consent. Ownership of radiographs & ultrasound scans remains with the practice. Copies of records with a summary of your pet's history will be passed, on request, to another veterinary surgeon taking over your pet's care.

INSURANCE:

We strongly support the principle of insuring your pet against unexpected illness or accident. Many policies are available. We are completely independent from any insurance company and make no recommendation as to which policy is suitable for your pet. Any insurance policy is a completely independent contract between yourself and the insurance company. Therefore please be aware that it is your responsibility to settle your account as normal and then reclaim the fees from your insurance company. We do not accept direct payments to ourselves from the insurance company. Usually any insurance claim form has to be completed by ourselves, for which there is a charge. A claim form will not be completed until your account to ourselves has been settled in full.

VIP PLAN:

The practice operates an easy payment scheme whereby monthly direct debit payments can be made to cover the annual costs of routine vaccination, worming and flea prevention programme for your pet. Certain conditions apply. In addition the plan also entitles you to 15% discount on the cost of all other fees, services and drugs. Further details can be provided on request.

COMPLAINTS AND STANDARDS:

We hope that you never have recourse to complain about the standard of service received from Woodward Veterinary Practices. However if you feel that there is something you wish to complain about, please direct your comments in the first instance to Mr D.C.Woodward.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Mr D.C. Woodward. No agent or person employed by, or under contract with the practice has the authority to alter or vary these conditions in any way.