Terms & Conditions

Terms and Conditions of Business

Thank you for entrusting the care and attention of your animal to Blackwater Valley Vets.  This document details our Practice Terms and Conditions.  Some aspects of the Terms and Conditions may not be relevant to you.  Please ask for further explanation/clarification if required.

FEES

All fees, diets and drug charges are subject to VAT at the current rate.  Fee levels are determined by expertise, time spent on a case, procedures, drugs, materials, consumables, diets etc.  Our written fee list is available on request.  We provide a detailed invoice 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 animal or upon collection of any diets or other items.

For your convenience we accept the following methods of payment:

• CASH
• CREDIT/DEBIT CARD – Switch, Solo, MasterCard, Visa, Delta.
• Cheques – With a valid cheque guarantee card
• BACS – Details are provided on all invoices

SETTLEMENT TERMS

Payment is due at time of consultation and if further reminders have to be sent, further charges will be incurred.  Overdue accounts will be referred to our Solicitor/Debt Collection Agency or the Country Court for recovery of debt, and further charges including a debt collection charge will be levied in respect of costs incurred in collecting the debt.

Failure to pay may result in Blackwater Valley Vets only providing first aid and pain relief under these circumstances.  A letter giving 7 days’ notice to find another Veterinary Surgeon to take care of the animal may also be sent.

PET HEALTH INSURANCE

Blackwater Valley Vets strongly advises insuring your animal against illness, accidents and taking out third party cover.  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.

Direct claims can only be made following pre-authorisation in advance from the company via the practice. Please ask our reception staff for assistance as Blackwater Valley Vets has to be involved in this matter.

EMERGENCIES

On some occasions while your pet is undergoing treatment it may be necessary for your animal to remain in the hospital overnight. If intensive nursing is required, then your pet will need to be transferred to the vets now clinic for continued out of hours’ care. Your pet will then be need to be transferred back to our surgery for treatment the following day. As the owner you will be responsible for transportation between clinics.

INABILITY TO PAY

If, for any reason, you are unable to settle your account as specified, please 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, signed permission of the practice in exceptional circumstances.  The full debt and any additional costs incurred will become due immediately on failure to adhere to any such agreement.

PET HEALTH INSURANCE

Blackwater Valley Vets strongly advises insuring your animal against illness, accidents and taking out third party cover.  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.

Direct claims can only be made following pre-authorisation in advance from the company via the practice. Please ask our reception staff for assistance as Blackwater Valley Vets has to be involved in this matter.

COMPLAINTS & STANDARDS

We hope that you never have recourse to complain about the standards of service received from Blackwater Valley Vets. However, if you feel that you have a problem, please direct your comments in the first instance to The Practice Manager, Blackwater Valley Vets, Elm Cottage Veterinary Centre, 230 Frimley Green Road, Frimley Green, Camberley, Surrey, GU16 6LL.   A response to this will be sent within 14 days of receipt.

OWNERSHIP OF RECORDS

Case records including radiographs and similar documents are the property of practice and will normally be retained by the practice for a minimum period of 7 years.  Copies with a summary of history will be passed on request to any veterinary surgeon taking over the case. Where any significant expense is involved in providing such copies, as there might be, for example, with the provision of radiographs, a charge will be made.

No Addition or variation of these conditions may be made unless agreed in writing and signed by the Practice Director. 

We look forward to meeting you and your animals and if we can be of any assistance, please do not hesitate to contact us.