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Toll Barn Veterinary Centre Limited

TERMS AND CONDITIONS OF BUSINESS

 

Thank you for entrusting the care of your pet to Toll Barn Veterinary Centre Limited.

 

Toll Barn Veterinary Centre Limited (“we” and/or “us”) complies not only with the standards of health and safety, hygiene and legal requirements but also has modern diagnostic and hospitalisation facilities to provide nursing and veterinary care for patients. We also offer our own out-of-hours emergency service for our clients and maintain all our high standards through ongoing monitoring and review. We have a wide range of specialist equipment including CT Scanning, Ultrasound and Digital X-Ray, and have met rigorous standards of continued professional development for all our professional staff as well as providing continued professional development lectures for members of other veterinary practices.

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FEES

All fees, drug and diet charges are subject to VAT at the current rate. Fee levels are determined by the amount of time spent on a case and according to drugs, materials, consumables and diets used. You will receive an itemised invoice for every transaction with us.  Accounts are due for settlement in accordance with our standard Settlement Terms (see below).  In certain circumstances payment may be requested prior to treatment. We accept Cash and most major credit and debit card, but regret that cheques and American Express are not accepted.

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SETTLEMENT TERMS

We are not licensed to provide any credit system and all services and goods are provided on the basis that payment is made in full at the time of treatment or presentation of invoice.  On the rare instance when an account is not settled and becomes outstanding, further charges will be levied including an Administration Fee of £50.00 and we reserve the right to charge daily interest on any overdue account principal sum at 10% over the published Bank of England rate in force at the time. Additional charges will be levied in respect of costs incurred in collecting outstanding account debts including but not limited to the production of reports, letters and general correspondence (all charged at £3.50 per page), phone calls, e-mails (charged at £2.50 per email), photocopies (charged at 50p per page), court fees etc.  After due notice overdue accounts may be referred to a Debt Collection Service.  Any credit card payments not honoured and any Cash tendered that is found to be defective will result in the account being restored to the original sum with further charges added in respect of bank charges and associated costs.

 

ESTIMATES OF TREATMENT COSTS

Where possible we will try to provide a written estimate as to the potential cost of a course of treatment or surgical procedure and aim to contain charges within those estimates. However, please note that any estimate given can only be approximate as occasionally complications may arise or your pets disease and response to treatment may not follow a conventional course. We will also try to keep you informed if any estimate is likely to be exceeded. 

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PET HEALTH INSURANCE

Toll Barn Veterinary Centre Limited strongly recommends insuring your pet against unexpected illness or accidents. Please be aware that unless a “direct insurance claim” has been agreed by the Practice in advance then you remain responsible for settling your account and then reclaiming the fees from your Insurance Company. We cannot guarantee Insurance payments and in the event of "direct insurance claims" you remain liable for any monies not settled by the Insurance company. Insured clients are expected to settle any outstanding monies such as excesses after payment of their claim within 14 days of the insurance payment being made. We can only complete claim forms for treatment and services we have provided and request completed claim forms signed by yourself are left at the surgery at the time of treatment. Forms will usually be ready for collection after 7 working days. We reserve the right to charge a small fee to cover administration costs. 

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It remains your responsibility to supply Insurance Claim forms every time treatment is received and to check your policy content and to ensure you are covered for any claim and to remain aware how much limit may remain on your policy.

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COMPLAINTS

We endeavour to always provide the highest standard of facilities and veterinary care for our clients and their pets and hope you never have reason to complain about the standard of service you receive from Toll Barn Veterinary Centre Limited.  However, if you do have a complaint or would like to make us aware of any area where you feel we could improve our service, please direct your comments to the Sole Principal of the Practice - Ms Faye Bethell BVetMed CertGP(ExAP) MRCVS

 

OWNERSHIP OF RECORDS

During the course of your pets treatment, investigation such as CT scanning, radiographs (x-rays) or ultrasound may be performed. We charge for carrying out these investigations and interpreting the results.  All case reports including laboratory reports and similar documents are the property of, and will be retained by, Toll Barn Veterinary Centre Limited. Copies, where possible, with a summary of case history will be passed on request to another veterinary surgeon taking over the case. An appropriate administration charge will be made in such circumstances.

 

PRESCRIPTION ONLY MEDICINES (POMs)

During the course of your pets treatment they may be prescribed a Prescription Only Medication. These medications can be purchased from Toll Barn Veterinary Centre Limited, or with a prescription at any licensed pharmacist stocking the appropriate veterinary licensed medication. We are happy to provide a written prescription on request to enable you to purchase the medication from a pharmacist.  A prescription fee is applied to cover the service and administration costs. Please give at least 2 working days prior notice for the collection of medicines or prescriptions. We will only sign prescriptions generated by our computer system. Under current UK law this prescription must then be presented to a registered pharmacist who will in turn apply their own charges. Substitution of human medications or non-licensed medications for veterinary licensed ones is illegal. We will not accept any responsibility for any medications not dispensed from our pharmacy as we have no control over external pharmacies. No pharmacy, including ours, can give a refund on any medication once purchased. We can however, take medicines back for safe disposal if they have been purchased from our pharmacy. If your pet requires regular long-term medication current law and RCVS rules require us to examine them at regular intervals determined by the type of drug.

 

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Practice Director.  No agent or person employed by, or under contract with, Toll Barn Veterinary Centre Limited has the authority to alter or vary these conditions.