Terms and conditions
Parkhill Vets Ltd Terms & Conditions of Business
Thank you for entrusting the care of your pet to Parkhill Vets Ltd. We aim to provide the highest standard of care to our clients and their pets. Please read carefully our terms and conditions as they form the basis upon which we will supply you with our veterinary services and related products.
Fees: All our professional fees, drugs, diets and sundries are subject to VAT at the current rate. The fees we charge are determined by the time spent on each case as well as drugs, diets and consumables used in the management of the case. We will provide an itemised invoice for every transaction and no drugs or diets will be dispensed without payment.
Estimates of Treatment Costs: We are happy to provide a written estimate regarding the expected costs of investigations, a surgical procedure or course of treatment. Please bear in mind that any estimate given can only be approximate, as a result of the unpredictable nature of clinical work. The final invoice may be above or below the original estimate, depending upon clinical circumstances. Where possible we will keep clients updated if costs are likely to exceed the original estimate, although in emergency situations this may not always be possible.
Methods of Payment: Itemised bills will be presented to you for each transaction. You may settle your account using cash, electronic bank transfer or Credit/Debit card.
Settlement Terms: Payment in full will be expected at the end of any consultation, the discharge of your pet from the practice or upon collection of any drugs or diets. Should an account not be settled within 14 days a reminder will be sent. Unpaid accounts will be subject to our debt collection procedure and further charges may be levied for additional costs incurred in pursuing the debt such as court fees, correspondence relating to the debt or interest applied to the debt. Any payment that fails to be honoured by your bank will result in the original account being returned to the original sum with any additional charges incurred by the practice such as bank or administrative charges being added to that original sum.
Inability to Pay: If for any reason you are unable to settle your account in full you must ask to speak to our accounts department or a managing director as soon as possible. We are unable to provide loans or credit but may be able to arrange a loan for you through a certified credit agency. These loans are only offered after satisfactory credit checks.
Pet Health Insurance: Parkhill Vets Ltd strongly supports the principle of insuring your pet against unexpected accidents or illness. Please be aware that it is your responsibility to settle your account in full then reclaim the fees from your insurance company. In this instance we make no charge for helping you to process your claim. Although we advocate insurance, any contract of insurance is between you and your insurer. It is also your responsibility to notify your insurance company when your pet becomes ill and to know the terms and conditions of your policy. In special circumstances, and at our discretion, we may agree to do a direct claim with your insurance company subject to terms and conditions. An administration fee is payable for this service prior to sending the claim.
Consent: We require signed consent for procedures in all cases where animals are admitted to the practice. We will require contact telephone numbers to contact you in the event we need to make alterations to surgical or medical treatment plans for your hospitalised pet. We will also require consent to use medications in species for which a specific treatment license does not exist e.g. rabbits, birds and rodents. We will provide a lifetime consent form which will enable us to treat your pet with these drugs without requiring signed consent every time. This is required because the majority of veterinary drugs used in the above species are not specifically licensed. We must then use drugs which have a proven activity and efficacy despite this lack of license.
Written Prescriptions: You may obtain Prescription Only Medications category V (POM Vs) directly from Parkhill Vets Ltd as prescribed by the veterinary surgeon in charge of your pet’s care or request written prescriptions for your pet's medication. A reasonable charge is made for formulating and supplying a written prescription. A prescription may not be appropriate where it is essential to administer a medication as a matter of urgency. This may occur with critical or emergency patients requiring immediate treatment with injectable medications where any delay would be unacceptable. Prescriptions will not be issued for similar drugs used in anaesthesia or emergency situations. Please be aware we cannot take responsibility for medications purchased elsewhere and you will be responsible for sourcing such medications from a suitable supplier.
Repeat Prescriptions: Repeat prescriptions for medications can only be approved by a vet. We politely request that wherever possible you give us 48 hours notice for repeat orders of either medication or prescription food. This is to ensure that we can have them ready for you to collect. Payment in full will be requested when your prescription is collected.
Repeat Examinations: We are unable to provide repeat drug prescriptions to animals that we have not seen in the previous six months. It is necessary both for the welfare of your pet and to meet guidelines set by our governing body for this practice to re-examine animals receiving long term medication. This interval may vary depending on your pet’s condition but will not exceed six months. The prevailing examination fee will be charged for that consultation.
Return of Unused Drugs: We can only accept these back to the practice for disposal only. After drugs have left the premises, they are unfit for resale and cannot be refunded. We will not dispose of drugs purchased from other suppliers.
Clinical Records: Your pet’s clinical records including radiographs, ultrasound scans and laboratory test reports remain the property of Parkhill Vets Ltd. You may request to see them by appointment and if required can be sent directly to another veterinary surgeon upon request from them.
Ownership of Diagnostic Images: The care given to your pet may involve taking radiographs or performing ultrasound scans. Whilst we make a charge for carrying out these procedures and interpreting the results, the ownership of the resulting images remains with Parkhill Vets Ltd. We can provide copies upon request from a client or their veterinary surgeon and may make a charge for this service.
Complaints and Standards: We aim to offer the highest standard of patient and client care at all times and hope that you never have recourse to complain about the standards of service you receive from us. If you do feel there is something you are unhappy about please speak to a member of our reception team who will be able to direct your complaint to the appropriate person or department.
Note that no addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by a director. No agent of or person employed by, or under contract with the practice has the authority to alter or vary these conditions in any way. We may update or revise these terms and conditions at any time.
