Thank you for entrusting the care and attention of your pet to Pets1st Ltd.
This page details our Practice Business 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.
COMPLAINTS & STANDARDS
We hope that you never have recourse to complain about the standards of service received from our practices. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to Emma Smith Practice Manager.
PET HEALTH INSURANCE
We strongly support 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 our account and then reclaim the fees from your Insurance Company. There is a charge of £10 towards our administration costs where we are involved in processing the insurance claim form.
OWNERSHIP OF RECORDS
Case records including radiographs and similar documents are the property of, and will be retained by, Pets First. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. 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 or upon collection of drugs/diets. You may settle the account using:
Cash or Credit/Debit Card – Switch, Solo, Mastercard, Visa, Delta
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 not be settled within 14 days, then a reminder will be sent. After 14 days and further notice to you the client, 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 cheque returned by our Bank as unpaid, any Credit Card payment not honoured and any Cash tendered that is found to be counterfeit will result in the your 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 Emma Smith, Practice Manager
We may obtain, use, process and disclose personal data about you in order that we may discharge our duties as your veterinary surgeon under these standard terms of business, and for other related purposes including updating and enhancing client records, analysis for management purposes and statutory returns, crime prevention and legal and regulatory compliance. You have a right of access, under data protection legislation, to the personal data that we hold about you. We confirm that when processing data on your behalf we will comply with the provisions of the Data Protection Act 1998. For the purposes of the Data Protection Act 1998, the Data Controller in relation to personal data supplied about you is the Practice Manager.
In order to generate reminders, some information is shared with Text Local and iRecall. These are read only companies and do not store the information.
Pets1st will contact you either by letter, email, phone or text in order to advise you of your pet’s upcoming healthcare treatments, including annual vaccinations.
Whilst we make every effort to send out reminders for your pet’s healthcare, these are provided as a complimentary service and the responsibility to keep them up to date remains with you. In particular, please be aware that PETS passports require rabies vaccination boosters so please keep a personal record of when this is due. Pets1st accepts no liability for any loss, damages or costs which may result from the failure of a client receiving any reminder.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the Directors. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway.