2 The Green, Thurlby, PE10 0EB
T: 01778 420462
Market Deeping Practice
4 Stamford Rd, Market Deeping, PE6 8AB
T: 01778 380111, E: firstname.lastname@example.org
Market Deeping Practice
4 Stamford Rd, Market Deeping, PE6 8AB
T: 01778 380111
Animates Veterinary Clinic Ltd
Terms & Conditions
As part of our commitment to you we would like to make you aware of out Terms & Conditions.
We firmly believe in fair and transparent pricing for consultations, procedures and medication. We are happy to provide estimates and to fully discuss all options available. Please bear in mind that any estimates given can only be approximate as a pet’s illness will not always follow a conventional course and ongoing options may depend on initial results or treatment response.
All professional fees, medicines, materials, laboratory tests, consumables, food, toys and charges are subject to VAT at the current rate. All consultations are subject to a full consultation fee and any fee reductions are at the directors’ discretion. Fee levels are determined by the time and skill level required for each case. Itemised fee breakdowns are available upon request.
You are liable for any fees incurred in the diagnostics and treatment of animals registered in your name even if your pet is brought to us on your behalf by a relative, friend or agent.
Payment of fees is due at the end of each consultation; discharge of your pet or upon collection of medicines, food or other items. We accept payment by either Cash, Credit/Debit Cards, BACS or direct bank transfer. We do not accept American Express or personal cheques without prior notice. If you believe that you may have financial restrictions which may prevent you from settling your account in full you must discuss this with the vet prior to any treatment given or investigations carried out.
Debt Recovery & Litigation
If payment is not made within seven days, a 2% credit charge (minimum charge £5) may be applied. Thereafter interest will be added at a rate of 3% per month (minimum charge £5). If the account remains outstanding, it will be referred to our legal department which will incur a further fee and the possibility of a county court judgement (CCJ) being registered against you.
In the event that your account is passed to our debt collection agency, a fee of twenty five percent of the debt (minimum charge £20) will be applied to your account to cover the debt recovery costs.
We reserve the right to refuse treatment of pets belonging to clients who are overdue with their account.
We reserve the right to contact you by e-mail, post or telephone regarding any outstanding invoices.
Pet Health Insurance
We fully support the principle of insuring your pet as a method of managing the cost of unexpected illnesses or accidents. Please be aware that you are ultimately responsible for your veterinary bills and should there be any disagreement with your insurance company it is your responsibility to settle your account with us and then reclaim fees from your Insurance Company. We are unable to act on your behalf with your insurance company and likewise they are unable to provide us with your personal details and reasons for non-payment of claims.
We are happy to assist you with making an insurance claim for any treatment your animal receives at our clinic. Once you have completed your section of the claim form please hand it in at reception with a prepaid envelope. We will complete the rest of the form and send it off on your behalf. We aim to send off insurance claims as soon as possible, but due to work load this may take a couple of weeks. Any payment made by your insurance company would then be paid directly to you. As standard we require payment up front with any payment made by your insurance company then paid directly to you. We currently provide this service at no extra charge to our clients.
Animates prefers not to process direct claims, however we are aware that large unexpected bills can be difficult for many people so we may accept direct claims at our discretion. Any direct claim requests must be discussed with and agreed by your consulting vet in advance of any ‘planned’ treatment. If we have agreed to accept a direct claim we require you to bring in the claim form on or before the day of treatment and pay any excess detailed in your insurance policy and a direct claim fee. For non-urgent procedures, where a direct claim has been agreed, the procedure will not be performed until your claim form and excess have been received. If your insurance company does not cover your claim you will be required to settle any outstanding balance. We charge £10 per condition per year for direct claims. We reserve the right to decline to process direct claims for some insurance companies.
Promotions & Loyalty Schemes
Animates subscribes to different loyalty schemes in order to allow our clients to make significant savings on certain items. These schemes are managed by suppliers and all stated Terms and Conditions must be met before you may be eligible to participate. Animates also has the right to cease running loyalty schemes at any time.
When multiple promotions are running, only one discount will be applied
Animates offers Pet Care Plans as an affordable way to keep your pet happy and healthy by spreading the cost of preventative health care throughout the year. These have separate Terms and Conditions which are provided before taking out the plan.
You may obtain Prescription Only Medicines, Category V, (POM-Vs) from your Veterinary Surgeon or obtain these medicines from another veterinary surgery or pharmacy. A charge will be incurred for written prescriptions to cover professional time and resources to get your prescription ready. Price available on request. Your prescription will need to be collected from the clinic and requires 48 hours notice.
When providing repeat prescriptions we are professionally required to have seen your animal for the condition being medicated within the previous 3 – 6 months. For some conditions the vet may need to examine your animal more regularly.
In order to provide you with any prescription only (POM-V) parasite treatments we are professionally required to have examined your animal within the previous 12 months. We provide free examinations for healthy animals to allow us to dispense flea and worming treatments. During these consultations we will go through the options available to you and discuss your animals’ lifestyle to ensure you use the most appropriate treatment.
Please be aware that it is possible we could find other health issues during this consultation. Should this be the case then we may need to charge a consultation fee. There would also be an additional charge for any medication prescribed.
Returning Medications or Food
Unfortunately we are unable to credit or refund any returned medication or food once it has left the premises. We cannot guarantee the correct storage of such items outside the practice which means we cannot resell them. We are happy to safely dispose of your pets unused medication on your behalf.
Out of Hours Emergency Service & 24 Hour Nursing Care in Thurlby
The Animates out-of-hours emergency service for both practices is based at the Thurlby clinic. We are available 24 hours a day, 7 days a week, 365 days a year to provide emergency cover. There are additional charges for this service.
Ownership of Records
Case records including radiographs, clinical notes, laboratory tests and similar documents are the property of, and will be retained by Animates Veterinary Clinic Ltd. Fees charged will include the interpretation of such radiographs, ultrasound scans or laboratory reports. Once approval has been obtained from the client a summary of the history will be passed on request to another Veterinary Surgeon taking over the case and an administration fee may be charged.
We trust that you will not have cause to be unhappy with any aspect of the services we provide, however, if you do have a grievance (and in order that the problem can be dealt with promptly) , we ask that you immediately bring the matter to the attention of the receptionist, nurse or veterinary surgeon. If your grievance cannot be settled at the time you will be advised of our complaints procedure should you wish to take the matter further.
Variations in Terms of Trading
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 directors. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.