Terms & Conditions
Thank you for entrusting the care and attention of your pet to Rainsbrook Veterinary Group 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.
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. 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
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:
- CREDIT/DEBIT CARD – Switch, Solo, Mastercard, Visa, Delta, Amercian Express. 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 a pet’s illness will not follow a conventional course.
Accounts are to be settled at the time of treatment. 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 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 a member of staff. Please note we do not offer ‘payment-plans’.
PET HEALTH INSURANCE
Rainsbrook Veterinary Group (part of the Medivet Partnership LLP) strongly supports 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 your account and then reclaim the fees from your Insurance Company. If you require a Direct Claim, we may be able to arrange this on provision of your policy documents – this will need to be arranged before any treatment commences. 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.
There no longer is private practice PDSA provision in Rugby.
When your pet is admitted into the care of Rainsbrook Veterinary Group for hospitalisation, the following details our inpatient care: After our premises close at 7pm a Veterinary Nurse will check your pet at 10pm and not again until the premises re-open at 8am. Over the weekends, your pet is checked at 8am, 12noon, 4pm and 9.30pm. A veterinary surgeon is available on call overnight and at weekends should the Veterinary Nurse have any cause to be concerned about his/her condition. At times other than for scheduled checks, the Veterinary Nurse will not be on the premises but asleep & the premises will not be manned. If your pet requires additional checks throughout the night, these will be performed by the Vet and/or the Veterinary Nurse on call. We will phone you on the number that you gave us on the consent form to report on your pet’s condition as discussed at admission. Our duty vet is contactable via our pager service, whose contact information is available on our surgery answerphones when the surgery is closed, however we will call you with prearranged updates. Owners are requested to call the surgery between 9am and 10am the following morning after admission to find out how their pet is and to discuss when they are ready to be discharged. Inpatients are not kept at our Craven Road branch.
COMPLAINTS & STANDARDS
We hope that you never have recourse to complain about the standards of service received from Rainsbrook Veterinary Group. However, if you feel that there is something you wish to complain about; please direct your comments in writing for the attention our Manager who will follow the Company’s complaint procedure (copy available upon request).
OWNERSHIP OF RECORDS
Case records including radiographs and similar documents are the property of, and will be retained by Rainsbrook Veterinary Group. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
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.