Our commitment to you

We aim to provide you with first class service and to provide your animal with the highest standard of treatment and care.

Fees

All fees, diet 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. Details of our fees are available upon request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request – see details below.

Methods of payment

Accounts are due for settlement in full at the end of the consultation, the discharge of your animal or upon collection of drugs/diets.

Your account may be settled using:

• Cash
• Credit/Debit card – Switch, Solos, Maestro, Delta, MasterCard or Visa

Please note we are not able to accept cheques

Estimates of treatment costs

We will, upon request, be pleased to provide a written estimate as to the probable costs of treatment, but please bear in mind that any estimate given can only be approximate as sometimes an animal’s treatment will not follow a conventional course.

Settlement terms

If, for any reason, your account has not been settled at the end of consultation, the discharge of your pet or upon collection of drugs/diets, a reminder will then be issued at the end of the month. In the event of non-payment within the following month, further reminders will be sent which will incur administrative costs. Overdue accounts, after due notice to you, will be referred to our Debt Collection Agency or the County Courts if satisfactory repayment arrangements have not been made with us. This could incur you further costs whilst collecting the debt.

Any cheque which you issue which is returned unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in your account being restored to the original sum together with any fees incurred in the process.

Inability to pay

If you find yourself in the unfortunate position of being unable to pay your account please discuss this matter as soon as possible with a member of staff.

Pet health insurance

We strongly recommend the principle of veterinary insurance to protect against the unexpected fees incurred following illness or accident. While it is your responsibility to settle your account with us and then reclaim the fees from your insurance company, we are happy to assist you in this, and in some cases we will be able to obtain settlement of your fees directly from your insurance company once you have paid your excess. Details of insurance policies can be supplied upon request.

Complaints

Whilst we hope that our service does not give you cause for complaint, if you do wish to complain please contact the Practice Principal in the first instance.

Compliments / Feedback

We are always pleased to receive compliments/feedback on the service we provide.

Ownership of records

Case records and similar documents are the property of and will be retained by Hollybank Veterinary Centre. Even though a charge may be made for carrying out the investigation and interpreting the results, ownership of the resulting record and, e.g. x-ray, remains the property of the Practice. Upon request, copies of records with a summary of the history of your animal will be passed to another Veterinary Surgeon taking over your animal’s well being.

Variations in Terms and Conditions of Business

No addition or variation of these conditions will bind the Practice unless specifically agreed in writing by the Practice Principal. Additionally, no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in any way.