Fees

All fees, consumables and drug charges are subject to VAT at the current rate. Fees are determined either by the time spent or a fixed rate for the service provided and according to the drugs, materials and consumables used. Details of fees are available on request and a detailed invoice is produced for every visit, procedure or transaction. There may be occasions when we incur costs on your behalf, such as analysis of blood samples by an external laboratory, and any such costs may be invoiced at a later date. Estimates can be given on request, however, variations and complications may arise resulting in further costs being incurred.
 

Settlement Terms

An invoice will be generated for all work and drugs at the time of treatment.  Payment is due at the time of invoice creation.  Payment terms of 28 days or 14 days Direct Debit will be considered on request and may be granted at the discretion of the Directors, increased fees and drug costs may be placed on accounts on 28 day payment terms.

Outstanding accounts over 60days will receive a non-refundable £15+VAT administration fee.  Failure to forward payment for veterinary services can result in withdrawal of future treatment and/or visits.

Non-payment after 90 days will result in court action and we will refer the matter to debt collection agents which will incur costs. Any costs incurred to collect the debt will be added to the debt, plus VAT at the prevailing rate. You agree that you will be legally liable to pay us that surcharge, and that payment of the same can be enforced against you in court. You also agree to pay interest at the relevant reference rate provided for under the Late Payment of Commercial Debts (Interest) Act 1998, which interest is payable both after and before any judgement of the court and continues to accrue.
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Methods of Payment

Settlement of your account may be made by cash, card or cheque at the time of invoice generation.  Please let us now immediately if you have a query about your invoice so that we can discuss and where appropriate, correct any discrepancy immediately.

Inability to Pay

If you find yourself in the unfortunate position of being unable to settle your account please discuss this matter as soon as possible with us. Instalments or part payments of any account may only be sanctioned with the express permission of the Directors.

​Insurance Claims

Please ensure that you read the small print on your insurance policy documents so that you are fully aware what is and isn’t covered in the event of a claim. It is your responsibility, as owner, to notify your insurance company that your animal is undergoing treatment and submit the necessary claim forms, however, we will offer administrative assistance where possible. As the requirements of the various companies differ please ensure that you keep your insurance company up to date and that you comply with their requirements.

Preferably all work should be paid for at the time, however exceptions can be made if we have pre authorisation from the insurance company, the paperwork is presented promptly so that we can submit the claim.  Any excess payments must be paid at the time of treatment.

Instructions

We cannot accept instructions from anyone under the age of 18 years. In certain situations we understand that requests will be made by persons acting as your agent, such as yard owners or managers. We will assume unless advised in writing by yourselves, that they have your authority and are acting in your interest and on your behalf. In giving instructions, either in person or by your agent, for an animal to be treated, you will be responsible for all charges incurred.
   

Visits

Before your first visit you must register your pets with us, this can be done online, we will require any medical history from your existing vet practice before we can see your animals. Our normal office hours are from 9:00am to 5:00pm Monday to Friday.  An ‘Out of Hours’ fee will be charged for all requests for visits made outside these times.
 

Ownership of Records

All records are the property of, and will be retained by Kerry Vale Vets Limited. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record e.g. an x-ray or ultrasound scan 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 animals care and treatment.
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Prescriptions

In order to comply with RCVS Medicine Regulations, we cannot supply medication or a prescription without first seeing your animals. Repeat prescriptions can only be given if the animal is under the actual care and attention of the attending veterinary surgeon. Re-examinations are required at least every 6 months, depending on the type of medication and the condition being treated. Subject to our professional duties as veterinary surgeons, we reserve the right to make final decisions on treatment. Please allow at least 48 hours for both repeat and written prescriptions.
 

Return of Medicines

Unfortunately due to VMD regulations we are unable to accept the return of any unused medicines or vaccines for refund.  We are happy to accept them for proper disposal.

Complaints

Our aim is to provide you with the highest standard of treatment and care and whilst we hope that our service does not give you cause for complaint, if you wish to complain please contact the directors in the first instance. If you are unhappy with the treatment or progress of your pet, we can arrange for a second opinion from or referral to another veterinary surgeon.

Feedback

To ensure that we are constantly improving the quality of our service we are always pleased to receive feedback from our clients.