Terms & Conditions
Thank you for entrusting the care and attention of your animal[s] to Rainsbrook Veterinary Group Ltd.
This letter details our practice 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.
FEES
All fees, drug and consumables 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. Our written fee list is available on request.
You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
METHODS OF PAYMENT
Farm clients are required to settle their account within 30 days of invoice, equine clients within 7 days of invoice.
For farm clients we allow 10% discount off drugs only when paid for at time of collection from the surgery. For large or bulk orders other discounts may be available in conjunction, if agreed prior to ordering.
You may settle your account using:
- CASH
- CHEQUE with current Banker card (where applicable)
- CREDIT/DEBIT CARD - Switch, Solo, Mastercard, Visa, Delta.
Payment can be made in advance over the telephone.
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 an animal’s illness will not follow a predictable course.
MEDICATIONS & WORK
Legally we can only dispense medicines or complete prescriptions including medicated feedstuff prescriptions for animals ‘under our care’. In general terms this means we should have seen the individual animal in the case of horses. In the case of farm livestock, including game birds, we should have at least visited your farm or holding where the animals in question are kept, in the last 12 months. We charge for our time and travelling expenses incurred on any work that we undertake. The more notice we are given for work required means that we may be able to mitigate some costs which will effect the final price so please contact us as soon as possible so that we can discuss your requirements and the likely charges involved in providing the service that you require.
SETTLEMENT TERMS
Should an account not be settled at the time of treatment, then an invoice will be sent. Should it be necessary for further reminders to be sent, further charges will be incurred. After due 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 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 the Accounts & Facilities Manager, or a Director. Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of the Directors.
PET HEALTH INSURANCE
Rainsbrook Veterinary Group Ltd strongly supports the principle of insuring your animals 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.
As a practice we are an Appointed Representative of Pet Plan Ltd, meaning we can recommend the appropriate Pet Plan policy to suit your needs and help you during the claims process. With FSA regulations we are unable to discuss other companies’ policies with you, but can still complete the veterinary section of their claim forms.
COMPLAINTS & STANDARDS
We hope that you never have recourse to complain about the standards of service received from Rainsbrook Veterinary Group Ltd. However, if you feel that there is something you wish to complain about; please direct your comments in the first instance to the Accounts & Facilities Manager or a Director, who will follow that Company's complaint procedure, the details of which are available on request
OWNERSHIP OF RECORDS
Case records including radiographs and similar documents are the property of, and will be retained by Rainsbrook Veterinary Group Ltd. Copies with a summary of the history will be passed on request to another veterinary surgeon requesting them on your instruction.
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 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 any way.