TERMS AND CONDITIONS OF BUSINESS

Welcome

Thank you for entrusting the care and attention of your pet to Warm Embrace. This document details our Practice Terms and Conditions. Some aspects of the terms may not be relevant to you, and we request that you ask for further explanation/clarification if required.

Euthanasia

Pet euthanasia is arranged by appointment only and only for pet owners whose pets are already registered with a veterinary practice.

Out of Hours Service

The practice DOES NOT operate an out-of-hours service for emergencies. In the case of an emergency you are advised to contact the practice at which you and your pet are already registered with, or other emergency service provider.

Pet owners should be aware that we consider it in the best interests of animals to be seen at a practice that provides an emergency service so that they may provide effective and rapid treatment as necessary.

Professional Fees and Charges

Fee levels are determined by the time spent on, and complexity of, a service and according to the drugs, materials, and consumables used. You will receive a detailed fee note services provided by us.

Estimates of Costs

We will happily provide a written estimate as to the probable costs of a service. Please bear in mind that sometimes an estimate given can only be approximate – there are times when the service provided will not follow a conventional course. Pet owners are asked to ensure that their contact details are up to date and that they are readily available to be contacted by the practice in the event that any significant alteration to the planned procedure proves to be necessary.

Methods of Payment

Accounts are due for settlement before the services are provided, or upon collection of prescriptions or other supplies. You may settle your account using cash or a Switch, Solo, Mastercard, Visa or Delta credit/debit card. We do not accept cheques. Payment for all services and supplies will be expected before or at the time the service is performed.

Settlement Terms

Should an account not be settled in 14 days, then a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. These, however, may be deducted if payment is made promptly. After due notice to you the pet owner, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any Credit Card payment not honoured, and any cash tendered that is found to be counterfeit will result in the original 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 your account as specified, we ask you to discuss the matter as soon as possible with a practice director. Please note that instalments or part-payments of any account may ONLY be sanctioned with the express permission of Sanjay Mangabhai, Practice Director.

Pet Health Insurance

Where services qualify for a pet insurance claim, please be aware that it is your responsibility to settle your account with the practice and then reclaim the fees from your Insurance Company.

Prescription Policy

Written prescriptions are available on request at a charge of £16.47.

Complaints and Standards

We will endeavour to ensure that you never have reason to complain about the standards of service received from our practice. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a member of staff who will ensure that the Practice Director or veterinary surgeon are notified promptly.

Ownership of Records

Case records including radiographs and similar documents are the property of and will be retained by the practice. A copy of the patients’ clinical history will be made available to another veterinary practice at the request of another Veterinary Surgeon whose professional advice is being sought on a second opinion or other basis.

Variation in Terms of Trading

No addition or variation of these conditions will bind the practice unless it is specifically agreed to in writing and signed by one of the practice directors. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.