Terms and Conditions of Business
Fees - All fees, diets and drug charges are subject to VAT at the current rate. Our written fee list is available on request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
Out of Hours Service - Clients requiring consultations outside of normal working hours will be given the telephone number of the Bradford Veterinary Emergency Service - VetsNow on a telephone recorded message. Details of this service can be provided.
Methods of Payment - Accounts are to be settled at the end of each consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using:
1) CASH 2) CHEQUE 3) CREDIT/DEBIT CARD
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 conventional course.
Should an account have to be sent, and it is not settled within 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 prompt payment is made. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges (approx 20%) 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 cheque returned by our bank as unpaid, any Credit Card payment not honoured and any Cash 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 member of staff. Please note that instalments or part-payments of any account may ONLY be sanctioned with the express permission of Mr N Trinder or Practice Manager.
Pet Health Insurance
The Avenue Veterinary Group strongly supports the principle of insuring your pet against unexpected illness or accidents. 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 your Insurance Company.
Complaints and Standards
We hope that you never have recourse to complain about the standards of service received from the Avenue Veterinary Group. However if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Practice Manger. If in writing (post or email), we aim to contact you within 48 hours although we anticipate this will be sooner.
Ownership of Records
Case records including radiographs and similar documents are the property of, and will be retained by, The Avenue Veterinary Group. Copies with a summary of the history will be passed request to another veterinary surgeon taking over the case.
Ownership of Radiographs and Similar Records
The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph remains with the practice.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Practice Principal.