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Terms & Conditions

Please do not hesitate to ask a member of staff if any of these terms are unclear.

OUR FEES

All fees are determined by the time spent on a case, as well as the drugs, materials, consumables and diets used. VAT is included at the current rate. Written estimates can be provided on request and remain valid for a period of one month, but please bear in mind that any estimate given can only be approximate as often an animal's illness may not follow a conventional course. Please ensure we always have current, accurate contact details. If we cannot contact you, we will treat your pet as necessary to prevent pain and suffering. We will endeavour to contact you should our fees exceed the estimate by more than 10% for Valley Vets Ltd or more than 20% for V.E.T.S. Ltd.

PAYMENT TERMS

All accounts are payable in full at the time of treatment, including treatments covered by an insurance policy, unless a direct claim has been agreed 48 hours prior to treatment being provided. In genuine emergency situations, the 48hr period needed to properly review insurance documentation may be waived.

Methods of Payment

We accept payments by cash, credit or debit card. Card payments can be taken over the phone for your convenience. Please note we do not accept cheques or offer payment plans, although in some cases we may be able to offer interest free finance through an external company. Please ask for details.

Deposits

Valley Vets Ltd: A deposit may be required for some  major surgical procedures, at the discretion of the Company.

V.E.T.S. Ltd, out-of-hours work: Where an estimate range has been given, a deposit equivalent to 50% of the upper estimate will be required prior to commencement/continuation of the proposed treatment plan. 100% deposits are required for caesarean sections.

Outstanding Accounts

It is our policy to co-operate with our clients whenever possible. However, if payment is not made in accordance with our terms, then debts will be referred to our Debt Collection Agency and then the County Court for recovery. A late payment fee will be added to accounts that are overdue for more than 28 days. For accounts referred to our Debt Collection agency, the relevant Court and Debt collection fees will be added accordingly.  We reserve the right to charge interest at 8% above the Bank of England Base Rate.

Debt Recovery

We reserve the right to recover all costs incurred in action taken by us, or on our behalf – including legal action – for the recovery of overdue amounts.  This may include, but is not limited to, the cost of legal advice and representation.  We reserve the right to recoup costs incurred in the use of outside agencies to recover late payments.

Insurance

We appreciate that there may be times when the treatment may cost more than you are able to afford at the time of your visit. Providing your pet is insured we may be able to authorise a direct claim. You will be required to pay the policy excess and also a direct claim arrangement fee at the time. Please speak to a member of our team for more details.

Agreement of a direct claim does not transfer liability of fees incurred to Valley Vets Ltd or V.E.T.S Ltd. If at any point the insurer refuses payment for a direct claim, the owner will still be fully liable for all costs incurred. The insurance policy is a private agreement between the owner and insurer. Valley Vets Ltd and V.E.T.S Ltd cannot get involved in disputes between the owner and  their pet insurance provider.

We allow 30 days from completion of the claim form to receiving settlement. Should the insurer not settle within that time period, the owner may be required to settle the outstanding fees in full.

CLIENT DATA

We will not allow third party access to data without a client’s permission. Permission to release a patient’s clinical records may be implied from the circumstances, for example when a client moves to a different veterinary practice.

COMPLAINTS PROCEEDURE

We hope that you will never have cause to complain about our staff, or the standard of care that we provide. However, should you have any concerns at all, please speak to the senior member of our nursing team, or the senior veterinary surgeon, at the relevant branch. Most problems should be able to be sorted out at this level.

More serious complaints must be addressed in writing, within 28 days of discharge of the patient, to the Practice Manager. We will then fully investigate the complaint and respond to you in writing.

Our professional governing body is the Royal College of Veterinary Surgeons.

We will not tolerate any aggressive, or abusive, behaviour to any staff member, at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.