Terms of Business
All fees, foodstuffs and drug charges 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.
Methods of Payment
Fees are due for settlement at the end of each consultation, the
discharge of your pet or upon the collection of drugs/diets. You may
settle the account using:-
cheque with current bank card
credit/debit card in-person or by telephone
We will provide a written estimate with regard to the probable costs
of a course of treatment. Please bear in mind that any estimate
given can only be approximate: Often a pet's illness will not follow
a predictable course and unexpected costs may be incurred owing to
the condition's complexity.
Any account with an outstanding balance will receive an invoice via
the post. Invoices are due for payment by return. Where further
reminders have to be sent we may add charges to cover the cost of
administration. If accounts remain unpaid they will be referred to
an outside agency for collection and further charges will be levied
in respect of costs incurred in collecting the debt. Any cheque
returned by our bank as unpaid, any card payments not honoured and
any cash paid which turns out to be counterfeit will result in the
original balance of the account being restored and any bank and
administration charges added. In some circumstances, particularly if
you have no long term credit rating with our business, we will ask
for a deposit before commencing a treatment plan.
Insurance Settlement Terms
The business supports the principle of veterinary health insurance
and on behalf of its clients will endeavour to deal with the
administration. We do not make a charge for this service however, it
is your responsibility to settle our account in full and then
reclaim the fees from your insurance company. We advise that you
inform your insurance company and request a claim form before a
treatment plan starts. In the event of long term conditions, claim
forms should be submitted regularly.
Inability to Pay
If for any reason you are unable to settle your account in full at
the normal time, we would ask you to discuss the matter as soon as
possible with a member of staff. Please note that part-payments may
only be sanctioned by a senior member of the business. We reserve
the right not to supply any medicines, diets or consumables for
veterinary care if an account is not settled in full at the time of
consultation or discharge.
Complaints and Standards
We hope you never have recourse to complain about the standards of
service received from Connaught House Veterinary Group. However, if
you feel there is something you wish to complain about, then please
direct your comments in the first instance to the practice manager.
Ownership of Records
Case records are the property of, and will be retained by, Connaught
House Veterinary Group. Copies of the records will be given, on
request, to a veterinary surgeon who is taking over the case.
Ownership of Images
The care of your animal may involve the production of a variety of
recordings and images e.g. X-rays, ECG's. Even though we make a
charge for carrying out and interpreting the results, ownership of
the images remains within the practice.