Manor Farm Veterinary Surgery

Terms & Conditons of Business

A companion animal practice in rural Wiltshire

For those who have entrusting the care of your animal(s) to Manor Farm Veterinary Surgery, here are the details of our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further clarification/explanation if required.

FEES

All fees, diets 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. Our written fee list is available on request. You will receive a detailed invoice after every consultation, surgical procedure or transaction with us.

METHODS OF PAYMENT

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using: CASH
CHEQUE with a current Bankers card. We cannot accept post dated cheques.
CREDIT/DEBIT CARD - We accept most credit and debit cards but not American Express.

ESTIMATES OF TREATMENT COSTS

We will happily provide an estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate - sometimes an animal's illness will not follow a conventional course.

SETTLEMENT TERMS

Should an account not be settled by the end of the month, a reminder will be sent. If it is one month since the invoice was created, a 2.5% surcharge and an accounting fee will be added in respect of administrative costs incurred.
Should it be necessary to send further reminders, further charges will be incurred. These however, may be deducted if payment is made promptly.
After due notice, overdue accounts will be referred to our Debt Collection 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.
Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs, together with interest on the principal sum.

INABILITY TO PAY

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part-payments of any account may only be sanctioned with the permission of Mrs Margaret Collins.

PET HEALTH INSURANCE

Manor Farm Veterinary Surgery strongly supports the principal of insuring your pet against unexpected illnesses or accidents. Please ask for details about insurance from any member of the staff or take a leaflet from the waiting room. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your insurance company. We charge £8 for completing the first claim form, but subsequent claims for the same condition will be at a reduced cost or free of charge.

COMPLAINTS AND STANDARDS

We hope that you never have recourse to complain about the standards of service received from Manor Farm Veterinary Surgery. However, if you feel that there is something you wish to complain about, please direct you comments in the first instance to Mrs Margaret Collins.

OWNERSHIP OF RECORDS

Case records including X-rays and similar documents are the property of and will be retained by Manor Farm Veterinary Surgery. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.

OWNERSHIP OF RADIOGRAPHS AND SIMILAR RECORDS

The care given to your animal may involve making some specific investigations, for example taking radiographs. Even though we make a charge for carrying out these investigations and interpreting the results, legal ownership of the resulting record, for example a radiograph, remains with the practice. This is because we are legally obliged to retain all original records. A copy can be made if requested in advance.

PRESCRIPTIONS

Prescriptions will be supplied on request, following 48hrs notice. There is a small charge for this service.

RETURNING MEDICATIONS

We regret that the pharmacy regulations prevent us from taking back into stock any medications which have left the premises, so we are unable to grant a refund.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice principal. No agent or person employed by or under contract with the practice has the authority to alter or vary these conditions in any way.