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 and estimates
All fees, consumables and drugs are subject to VAT at the current rate. A detailed invoice will be will be given to you at the time of your visit, or sent to via post or email.
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.
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.
Despite a charge being made for investigation, clinical records remain the property of Oakhill Veterinary Centre Ltd. 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 on our website (www.oakhill-vets.com) for details on how long we keep client data for.
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.
Any treatment to be covered by an insurance policy should be agreed with the practice prior to commencement. We require payment of your insurance policy excess with the claim form for any claims that we complete on your behalf. We will carry the cost of the treatment 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 you, 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, you are liable for the fees incurred.