London Veterinary Clinic Terms &
Conditions
The London Vet Clinic
endeavours to provide you and your pet with the highest standards of veterinary
care. These are the terms of service by which we supply veterinary services and
products.
An examination fee applies
when you see a veterinary surgeon. All professional fees, medications and
reception sales are subject to VAT at the current rate. Fee levels are
determined by the time spent on the case, and in surgical cases, by the time
and complexity of the surgery. During Covid our routine appointments will take up to 30 minutes. If an
extended appointment is needed the charge reflects this.
Appointments to see our referral veterinarians are charged at a highter cost, please call he clinic for details of our referral fees.
Fees are also charged
for drugs, materials, consumables and diets used. You are entitled to a
detailed invoice for every consultation, surgical procedure or transaction with
us.
Our veterinary / client
relationship is built on mutual trust and respect. As such, we strive to be on
time for scheduled appointments.
Cancellations / missed appointments
If it is necessary to
cancel a scheduled appointment please try to give us at least 24 hours’ notice.
Appointments are in high demand and an early cancellation will allow access for
another patient. We do provide a complimentary text reminder message the day
before your appointment. If you miss your appointment we will call to
offer to reschedule and our missed appointment fee
will be waived. If however, there is a second missed appointment we will
call to reschedule and you will be charged a missed appointment fee equivalent to our standard consultaion / visit cost.
Please be aware that the cancellation fee applicable for missed appointments for our referral veterinarians will be charged pro rata.
Methods of Payment
Accounts are due for
settlement at the end of the consultation, the discharge of your pet from the
clinic or when we supply goods. We do not offer an account service. You may
settle your account with cash, debit/credit card (MasterCard, Visa, Solo,
Electron, and Maestro) or by BACS transfer via your mobile phone.
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 be aware that a
£5.00 monthly administration fee is added to debts extending beyond 30 days.
Overdue debts may be referred to a debt collection agency.
Estimate of costs
A written estimate of
the probable cost of treatment is available upon request. An estimate is approximate and for guidance
only. Should a situation arise where additional costs are necessary, for
example after initial investigation or treatment, we will try to speak with you
and ask your approval. If we are unable to contact you for any reason, we will
act in the best interests of our patient.
Pet Insurance
We recommend insuring
your pet to help protect against unexpected illness or accidents. It is your
responsibility to settle our account and then reclaim fees from your insurance
company. We do not undertake direct insurance
claims unless there are extenuating circumstances and a direct claim has been
agreed in advance with a senior staff member.
Emails
Treatments, test
results, pictures and instructions may be emailed by us to you. We occasionally
send e-letters concerning pet health and welfare in general, your pet in
particular or circumstances we feel you might be interested in. These are sent
to the email address you provide. If you do not wish to receive these mailings
please send us an email telling us so and we will remove you from our mailing
list.
Reminders
The London Vet Clinic will endeavour to contact you by letter, SMS or email to advise of your pet’s upcoming healthcare needs including vaccinations. Whilst we make every effort to send these reminders, they are provided as a complimentary service. The responsibility to keep your pets vaccinations up to date, especially those required to travel outside of the United Kingdom, remains with you.
The London Vet Clinic cannot be held liable for any loss, damage or costs which may result from your failing to receive a reminder.
Emergencies /Out of Hours Service
In an emergency, please
call us immediately. During out of hours or bank holidays, please contact our
emergency cover provider: Elizabeth Street Veterinary Clinic on 020 7730 9102.
A veterinarian and a veterinary nurse are on duty at all times outside our
normal working hours. The Elizabeth Street clinic is located at 55 Elizabeth
Street, Belgravia, SW1W 9PP.
Prescriptions / Medication Reviews
On request, the clinic
provides written prescriptions for medications prescribed by the veterinary
surgeon. A fee is charged for preparing, recording and issuing written
veterinary prescriptions. Written prescriptions for continuing medicines are
usually issued for a one to three month’s supply of drugs (maximum 6 months)
but this varies according to the nature of the condition and the type of
medicine. We ask for 24 hours’ notice to prepare a repeat prescription.
Animals must be under the care of a veterinary surgeon in order for us to
dispense Prescription Only Medication (POM-V, POM-VPS, NFA-VPS). Regular
check-ups are required at intervals of no more than every 6 months. In some
cases, this will be less, according to the severity of the condition.
Ownership of Records, Radiographs
Clinical records,
including radiographs, endoscopic videos, ultrasound scans, ECG print outs and
laboratory test results are the property of the London Veterinary Clinic and
are retained by us. On request, copies, with a summary of the history, are
passed directly to another veterinary surgeon giving a second opinion or
specialist care. The results of all tests and procedures we perform remain the
property of the London Veterinary Clinic, even though we raise invoices for
undertaking and interpreting these tests and procedures.
We will ask you to tell
us about any changes in your details so records are kept up to date. The London
Veterinary Clinic complies with the Data Protection Act.
Complaints and Standards
We want all of our
clients to be satisfied with the standard of our Veterinary Services and the
products we supply. However, if you are dissatisfied with any aspect of our
services, please direct your concerns in writing to the clinic manager, Ashley
McManus RVN:
ashley@londonvetclinic.co.uk
86 York Street, London
W1H 1QS.
We will endeavour to respond
to your concerns within 14 days.
Cordially
The London Veterinary
Clinic