1) Appointments and consultations.
Clients and their pets are attended to by veterinary surgeons and nurses during consulting hours by appointment. The charging process is based on the allocation of appointments, or/and the consultation process, with or without a pet present. Appointments are available in the morning, afternoon and early evening at times which vary according to the day of the week. Urgent cases will be seen out with consulting hours during the day, but a higher fee may be applied. Higher fees may be applied on weekend emergency appointments. A fee may be charged for missed appointments for operations and consultations. All prices are inclusive of VAT at the current rate.
2) Out of hours.
All out of hours emergencies for pets belonging to clients of Greenside Veterinary Practice Ltd are attended to by our own vets at the main surgery, Greenside Farm, St.Boswells, TD6 0AJ.
The practice can provide written estimates of probable costs for procedures and treatments. It is important to consider that treatments and procedures may not follow a conventional course and therefore an estimate may only be approximate. However, we will do our best to keep clients fully informed of costs during the course of treatment and will do so if the expected fee is to be more than 20% greater than the original estimate. In the case of routine procedures we will give quotations. Some additional fees may be added to quotations for additional services and goods provided in unforeseen circumstances.
All transactions (a transaction is defined as the transfer or sale of goods, services, treatments and fees from the practice to the client) are to be paid for immediately. The practice accepts cash, cheque, credit and debit cards and payment in advance. In cases where a patient is admitted to the practice for surgery and/or treatment, payment is due on collection of your animal.
5) Payment terms.
The practice welcomes forewarning of genuine inability to pay as specified in clause 4. Terms of payment to pay in instalments, or in full at an agreed date, must be arranged at the time of the transaction. Fees for vaccinations and routine procedures do not attract payment terms in any circumstances. If payment terms are not met, the outstanding amount will attract interest from the payment due date and will be subject to an accountancy fee each time a statement or invoice is issued for the outstanding amount. If no payment terms have been agreed, or if no forewarning of inability to pay is received, interest (5% of the outstanding account per month) and accountancy fees may be applied from the day the debt is incurred. Goods and services, which have not been paid for, will remain the property of the practice until payment is received in full. If payment terms are not met, the practice will withhold routine treatments, goods and services until full payment is completed. If patient records are requested to be released to another practice where the client owes money to Greenside Veterinary Practice Ltd, then the request will be met when payment is made in full, but due consideration will be made regarding the health of the patient.
6) Payment terms – insured pets.
Clients with insured pets which have incurred fees are required to pay Greenside Veterinary Practice Ltd in full in accordance with clause 4 above. Clients will be requested to make a claim to their insurers for direct payment to the client. However, in exceptional circumstances, where the full amount cannot be paid, then an agreement for payment arrangements must be made with the practice. In such circumstances the client must provide evidence of a valid and appropriate policy. Payment of the policy excess (es) and payment for all goods not covered by the policy are due at the time of the transaction. The policy is a contract between the client and the insurer – the practice cannot complete claim forms with client details, advise clients or liaise between clients and the insurers. We reserve the right to charge for processing claim forms – fees for this service are not covered by such policies.
7) Payment terms – accounts.
Should an outstanding amount remain unpaid out with our terms, a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. Should it be necessary to send further reminders, further charges will be incurred. After due notice, outstanding debts will referred to our Debt Collecting 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 etc. Once referred to our Debt Collecting Agency we will no longer treat your animals. You will be given at least seven days’ notice of this action being taken, giving you adequate time to either settle your debt or register with another veterinary surgery.
8) Payment terms – defaults.
When a client of Greenside Veterinary Practice has defaulted on a payment, we shall take such action as we consider appropriate to recover our fees which may include engaging third party debt collection agencies to recover the outstanding fees and/or instigating proceedings against you in the county court. In such cases, any costs levied by the debt collection agency will be added on to the outstanding balance owed by you and/or we will seek to recover any legal expenses from you. Please note that the use of debt collection agencies and the county court could affect your future credit rating.
If the company agrees to retain a client with a payment default record, all future transactions will be on a strictly cash only, payment at the time basis.
9) Payment – unsupported.
Any cheques returned by the bank as not honoured, any credit card payments not honoured and any cash tendered found to be counterfeit will result in the client record being restored to the original sum. Further charges added in respect of bank charges, administrative charges and interest charged on the original sum from the date of the transaction will be applied to the account. Full payment will then be due immediately. Fraudulent transactions will be reported to the police.
10) Goods ordered.
A re-stocking fee may be charged if goods ordered by a client, for example repeat prescriptions, are not collected within a reasonable time. A higher re-stocking fee may be applied for special orders which are not collected. The full retail price will be charged for uncollected special order goods in addition to a re-stocking fee.
11) Medicine returns.
The practice does not accept the return of medicines for credit, refund or swap. There may be a charge for disposal of returned medicines. The return of non-medical products may be accepted in the original, undamaged package.
12) Second opinions and referrals.
When another veterinary practice requires the details of a patient’s history for the purposes of a second opinion, a patient referral or if a client has changed practice, the records will be passed directly to the second practice or to the client, but not both.
13) External laboratory fees.
Greenside Veterinary Practice Ltd will charge professional handling and reporting fees as well as charges for consumables in relation to external laboratory work.
Repeat prescriptions should be ordered at least 24hours in advance. Drugs, and all other goods, are to be paid for at the time of collection or in advance (see also clause 10). Greenside Veterinary Practice Ltd will provide written prescriptions for treatments prescribed by the veterinary surgeons at the practice, if requested. Prescriptions are chargeable. Clients may then present the prescription to a high street pharmacy, internet pharmacy or another veterinary practice to obtain the goods. All pets requiring on-going treatment with a POM-V (Veterinary Prescription Only Medicine) or POM (Prescription Only Medicine) are required to be examined by a veterinary surgeon regularly. The most common frequency is every six months. This examination applies to those clients who request a written prescription for their pet’s treatment and to those who purchase their drugs from Greenside Veterinary Practice Ltd. All patients prescribed flea treatments are required to be examined at the clinic at least annually.
The provision of reminders for vaccinations and other services and products by Greenside Veterinary Practice Ltd is a courtesy – there is no obligation on the practice or the staff regarding the consequences of failure to provide such reminders.
16) Telephone calls.
The details (client name, date, time and reason for call) of all incoming telephone calls are confidential.
17) Data protection.
Greenside Veterinary Practice Clinic Ltd adheres to the Data Protection Act.
18) Telephone recording.
Please note that our calls both incoming and outgoing are recorded for training and monitoring purposes.