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This document 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 or clarification if required.
FEES
All professional fees, medication and waiting room sales are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. We reserve the right to charge for verbal advice including by telephone. Our written fee list is available on request. You are entitled to receive a detailed fee note for every consultation, surgical procedure or transaction with us.
METHODS OF PAYMENT
Accounts are due for settlement at the end of the consultation, the discharge of your pet from the surgery or upon supply of any goods. You may settle the account using: cash; credit or debit card -Maestro, Solo, Electron, Mastercard, Visa, Delta; or cheque with current bankers card. Any products supplied remain the property of Dunedin Veterinary Surgeons until paid in full.
ESTIMATES OF TREATMENT COSTS
We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate and additional work may be required- often a pet's illness will not follow a conventional course.
SETTLEMENT TERMS.
Accounts (if they arise) should be settled within 14 days of original invoice. A credit charge of 3% will be added to the account each month to cover the administrative cost involved. This may be deducted if paid within 14 days. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect 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 original account being restored to the original sum with further charges added in respect of bank charges and administrative costs.
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 installments or part payments of any account may ONLY be sanctioned with the express permission of the Partners.
PET HEALTH INSURANCE
Please refer to our leaflet detailing how to claim from your pet health insurance policy
OWNERSHIP OF RECORDS
Case records and similar documents are the property of, and will be retained by, Dunedin Veterinary Surgeons. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over a case.
OWNERSHIP OF RADIOGRAPHS AND SIMILAR RECORDS
The care given to your animal may involve making some specific investigations, for example taking radiographs or electrocardiograms. 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.
REPEAT PRESCRIPTIONS
Prescriptions may be repeated at our discretion only to animals under our care. Regular and chargeable check ups will be required at intervals determined by us and up to a maximum of six months. Intervals are determined with reference to the patient's clinical history, condition, age and drug(s) required. For each repeat prescription requested a medicine advice/check fee is levied for checking and recording the prescription in your clinical notes, and liaising with you as required.
PRESCRIPTIONS
Prescriptions are available for any Prescription Only Medicine, Category V (POM-V) required to treat your pet which is under our care. You may obtain POM-V drugs from us OR you may ask for a written prescription and obtain these medicines from another veterinary surgeon or a pharmacy. No further fee is payable for the written prescription itself. Consultation or medicine advice/check fees are applied in either case. Please refer to the notice in reception.
COMPLAINTS AND STANDARDS
Dunedin Veterinary Surgeons aim to provide the highest standard of care for both you and your pets and horses. We hope that you never have recourse to complain about the standards of service received. However, if you feel that there is something you wish to bring to our attention, please direct your comments in the first instance to the Partners. We may require you to make the complaint in writing. If you are not satisfied with our response you may wish to contact our governing body, The Royal College of Veterinary Surgeons.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice partners. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway.
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