Terms and Conditions
The terms set out in this document form the basis of a contract between you and Oakhill Veterinary Centre Limited and are the terms under which we will be providing services to you for a one-off treatment or on an ongoing basis. To register as a client you must be over the age of 18.
Fees
All fees, consumables and drugs are subject to VAT at the current rate. A detailed invoice will be sent to you via post or email.
Estimates
We can provide written estimates for the approximate cost of treatment or surgical procedure, however the final cost may vary from the estimate, as it is difficult to predict the actions that may be required during treatment.
Settlement terms
Payment in full is due immediately at the time treatment is administered, or you may be requested to pay prior to treatment. Payment can be made by cash, credit/debit card, BACS or directly into our bank.
In the event of a BACS payment being returned or a credit card payment having a chargeback applied, the account will be restored to the original sum along with any further charges incurred as a result of bank and admin costs.
After the first treatment has been paid, clients may be transferred to a credit account (subject to receipt of signed Acceptance of these Terms and Conditions). Payment terms are strictly 30 days from date of invoice.
If for any reason you are unable to settle your account, please discuss the matter as soon as possible with the accounts team. Should your account fall into arrears the practice reserves the right to:
- Withdraw your credit terms.
- Charge interest at a rate of 2% per month from the date payment is due until payment is received.
- Withdraw veterinary services (either temporary or permanently), in accordance with the RCVS Guide to Professional Conduct.
- Utilise the services of a debt collection agency and apply their surcharge to the outstanding debt. This is directly imposed by the collection agency and covers their costs to collect the outstanding debt. Fees incurred in respect of any legal action will also be the responsibility of the client.
Insured clients
Any treatment to be covered by an insurance policy should be agreed with the practice prior to commencement. We require your insurance excess payment with the claim form for any claims that we complete on your behalf. We will carry the cost of the treatment, less your policy excess and any amounts disallowed by your insurers, for a maximum of three months.
If the claim has not been settled after three months of submission, then the full amount outstanding becomes payable by the client. Any amounts not included in the claim are subject to our normal terms of payment. Should an insurance claim fail to be settled, the client is still liable for the fees incurred.
Payment in advance
All clients will be requested to make payment in full prior to the
commencement of a pre-purchase examination (vetting), castration, or when medications are dispensed. If at any stage the service doesn’t go ahead, for example the animal fails the vetting and does not continue to the next stage, any surplus funds will be returned to you.
Clinical records
Clinical records including radiographs, laboratory reports, ultrasound and MRI images remain the property of Oakhill Veterinary Centre Ltd. despite a charge being made for investigations. Copies of clinical notes and images can be made available on request, usually for forwarding to a referral or alternative veterinary practice.
Please see our Privacy Notice for details on how long we keep client data for: www.oakhill-vets.com/privacy-notice/
Vaccine reminders
We endeavour to send vaccine reminders to clients, but recommend that you keep a record of when vaccinations are due, rather than relying on these reminders. We do not accept responsibility for missed vaccinations.
Complaints and standards
We hope you would never have cause to complain about the standards of service you receive, however, if for any reason you feel dissatisfied or you would like to discuss a matter with us, please contact the branch in question in the first instance. If the matter is not resolved to your satisfaction the issue will be referred to one of our Directors.