Terms & Conditions
Chertsey Vets - Terms and Conditions
Thank you for entrusting the care of your pet to Chertsey Vets (trading name of ER Vets Ltd). Some of the terms detailed may not be relevant to you and we request that you ask for further explanation or clarification if required.
All professional fees, medications and reception sales are subject to VAT at the current rate. Fee levels are determined by the time spent on the case, and in surgical cases, by the complexity of the surgery. Fees will also be applied in respect of drugs, materials, consumables and diets used. We reserve the right to charge for verbal advice, including on the telephone. Our written fee list is available on request. You are entitled to 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 pet from the surgery, or upon supply of any goods. You may settle the account with cash, credit/debit cards (MasterCard, Visa, Delta, Maestro, Solo, Electron) or cheque with current bankers card up to the guaranteed limit.
Estimates of Costs
A written estimate as to the probable cost of treatment is available upon request. Please remember that any estimate is approximate, for guidance, and that additional costs may be incurred after treatment/investigations reveal additional issues.
Any accounts agreed, must be paid within 14 days of the original invoice. Should it be necessary for additional reminders to be sent, further charges will be incurred. These however, will be deducted if payment is made promptly. After due notice to you, unpaid accounts will be referred to our Debt Collection Agency and further charges will be applied in respect of the costs incurred in collecting the debt and associated court expenses etc. Any cheque returned by your bank as unpaid, credit card not honoured or cash tendered and found to be counterfeit, will result on restoration of the original invoice as well as further charges to cover the associated 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 that installment or part-payments of any account may ONLY be sanctioned with the express permission of a Veterinary Director.
Pet Health Plans
At Chertsey Vets we provide a monthly payment plan to spread the costs of day-to-day preventative health for your pet over 12 months. These monthly plans include all vaccinations, comprehensive internal and external parasite control (including lungworm for dogs) and two health checks each year for each pet. Please ask for details of how to enroll.
Pet Health Insurance
Chertsey Vets strongly supports the principle of insuring your pet against unexpected illnesses or accidents. Please ask about insurance from any member of staff. Please inform our staff if you intend to claim on an insurance policy, and our staff will explain the claims process and our involvement therein. Please note all excesses to policies must be paid, together with Insurance Administrative Costs, direct to us at the time these fees are incurred.
Ownership of Records, Radiographs and Similar
Case records and similar records are the property of Chertsey Vets, and will be retained by us. On request, copies, with a summary of the history, will be passed directly to another veterinary surgeon giving a second opinion.
Radiographs and results of all other tests we have performed remain the property of Chertsey Vets, even though we have raised an invoice for undertaking and interpreting these procedures. The results will be passed directly to another veterinary surgeon if a second opinion is sought.
Prescriptions are available for any Prescription Only Medicine (POM-V, POM-VPS or NFA-VPS) required to treat any animal under our care. These medicines may be obtained from us or you may request a written prescription to obtain these medicines from another veterinary surgeon or pharmacist or merchant. An additional fee is charged for a written veterinary prescription. Consultation fees will apply in either case. Please refer to the notice in reception. Prescriptions for POM-V medicines may be repeated at our discretion, to animals under our care, after a clinical assessment of the case. Regular checkups are required, at intervals of no more than every 6 months. POM-V medicines may be dispensed in amounts sufficient for up to 3 months treatment, at our discretion. Variations may apply according to our clinical assessment of the case.
Out of Hours Service
Chertsey Vets provides out of hours care for its clients and their pets. Animals which require referral for highly specialised care will need to be transferred to an appropriate hospital. In these circumstances you will be responsible for arranging transport to the referral centre. Patient transport services are available on request. Out-of-hours small animal emergency cases are seen at the Chertsey Vet premises. You will be expected to transport your pet to the surgery for treatment. For lower dependency cases overnight care can be arranged at Chertsey Vets, however you should be aware that staff are not on permanent vigil throughout the night, however the level of care required for your pet will be discussed at the time of consultation. Your pet will always receive the highest and appropriate level of care.
If for any reason we cannot see your pet at Chertsey, we have arrangements with other local clinics to be seen there. You will always be able to see a vet, day or night. Just call the normal clinic number for detail. (01932 565082)
Complaints and Standards
We hope that you never have recourse to complain about the standards of service received from Chertsey Vets. However, if you feel that there is something you wish to complain about please direct your comments, in writing, in the first instance to Sarah Martin at our registered address: 67 Guildford Street, Chertsey, Surrey, KT16 9AU. If the problem is not resolved at this stage, you may wish to contact our governing body, the Royal College of Veterinary Surgeons.
Variation in Terms of Trading
No addition or variation of these conditions will bind the company unless it is specifically agreed in writing and signed by a Veterinary Director. No agent or person employed by, or under contract with, Chertsey Vets has the authority to alter or vary these conditions in any way.
Chertsey Vets is a trading name of ER Vets Ltd, a company registered in England and Wales – hereinafter referred to as ‘The Practice’.
Registered number: 07233162, VAT Number: 126 3451 33
Registered address: 67 Guildford Street, Chertsey, Surrey, KT16 9AU
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