terms of business
Thank you for entrusting the care and attention of your pet to Archway Veterinary Surgery.
Our Practice Terms and Conditions of business are set out below. Some aspects of the terms may not be relevant to you and we request that you ask for further explanation/clarification if required.
All fees, diets and drug charges are subject to VAT at the current rate. Fees are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. A written fee list can be provided on request. You will receive a detailed fee note for 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 from our premises/care or upon collection of drugs/diets. You may settle the account using:
CASH or CREDIT/DEBIT card – VISA, American Express
estimates of treatment costs
We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a predictable or conventional course.
Should an account not be settled within 14 days we reserve the right to add administration costs with each reminder sent. These may be deducted at our discretion if prompt payment is then made. After due notice to you the client, overdue accounts will be referred to our debt collection agency and further charges may be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, telephone calls etc. Any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the 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 an account as specified we ask you to discuss the matter as soon as possible with our practice manager. Please note that instalment or part-payment of any account may only be sanctioned with the express permission of Mr. S.V. Wolfensohn.
pet health insurance
Archway Veterinary Surgeries strongly support the principle of insuring your pet against unexpected illness or accident. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle your account and then reclaim the fees from the Insurance Company.
complaints and standards
We hope that you never have reason to complain about the standards of service received from Archway Veterinary Surgeries. However if you feel that there is something you wish to complain about please direct your comments in the first instance to our practice manager.
ownership of radiographs and similar records
The care of your animal may involve making some specific investigations such as radiography or ultrasound scans. We make a charge for these investigations and interpreting their results. Ownership of the resulting record, for example a radiograph, remains with the practice. Copies with a summary of the case history will be passed on request to another veterinary surgeon taking over the care of an animal.
Any data relating to you or your animals will not be passed on to third parties other than insurance companies, for the purpose of processing a claim or for the inception or renewal of a policy, or to another veterinary practice in order to allow them to take over the care of your animal(s) or for a second or specialist opinion. Any financial details which we hold, such as payment records will not be passed on to any third party without your consent and credit card details will be stored securely.
No addition or variation of these terms 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 to the practice has authority to alter, vary or rescind these conditions in any way