Terms & Conditions

  Back


London Veterinary Clinic Terms & Conditions

 

The London Vet Clinic endeavours to provide you and your pet with the highest standards of veterinary care. These are the terms of service by which we supply veterinary services and products.

 

An examination fee applies when you see a veterinary surgeon. 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 time and complexity of the surgery. Our appointments are for 15 minutes. If an extended appointment is needed the charge reflects this.

 

Fees are also charged for drugs, materials, consumables and diets used. You are entitled to a detailed invoice for every consultation, surgical procedure or transaction with us.

 

Our veterinary / client relationship is built on mutual trust and respect. As such, we strive to be on time for scheduled appointments.


Cancellations / missed appointments

If it is necessary to cancel a scheduled appointment please try to give us at least 24 hours’ notice. Appointments are in high demand and an early cancellation will allow access for another patient. We do provide a complimentary text reminder message the day before your appointment. If you miss your appointment we will call to offer to reschedule and our missed appointment fee of £69.50 will be waived.  If however, there is a second missed appointment we will call to reschedule and you will be charged a missed appointment fee of £69.50.

 

Methods of Payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet from the clinic or when we supply goods. We do not offer an account service. You may settle your account with cash, debit/credit card (MasterCard, Visa, Solo, Electron, and Maestro) or by BACS transfer via your mobile phone.

 

Inability to pay

If for any reason, you are unable to settle your account as specified we ask that you discuss the matter, as soon as possible, with a member of staff.

 

Please be aware that a £5.00 monthly administration fee is added to debts extending beyond 30 days. Overdue debts may be referred to a debt collection agency.

 

Estimate of costs

A written estimate of the probable cost of treatment is available upon request.  An estimate is approximate and for guidance only. Should a situation arise where additional costs are necessary, for example after initial investigation or treatment, we will try to speak with you and ask your approval. If we are unable to contact you for any reason, we will act in the best interests of our patient.

 

Pet Insurance

We recommend insuring your pet to help protect against unexpected illness or accidents. It is your responsibility to settle our account and then reclaim fees from your insurance company.  We do not undertake direct insurance claims unless there are extenuating circumstances and a direct claim has been agreed in advance with a senior staff member.

 

Emails

Treatments, test results, pictures and instructions may be emailed by us to you. We occasionally send e-letters concerning pet health and welfare in general, your pet in particular or circumstances we feel you might be interested in. These are sent to the email address you provide. If you do not wish to receive these mailings please send us an email telling us so and we will remove you from our mailing list.

 

Reminders

Reminders (emails and/or text messages) are provided as a complimentary service to our clients and as such the London Veterinary Clinic cannot be held liable for any costs which may result from your failing to receive a reminder.

 

Emergencies /Out of Hours Service

In an emergency, please call us immediately. During out of hours or bank holidays, please contact our emergency cover provider: Elizabeth Street Veterinary Clinic on 020 7730 9102. A veterinarian and a veterinary nurse are on duty at all times outside our normal working hours. The Elizabeth Street clinic is located at 55 Elizabeth Street, Belgravia, SW1W 9PP.

 

Prescriptions / Medication Reviews

On request, the clinic provides written prescriptions for medications prescribed by the veterinary surgeon. A fee is charged for preparing, recording and issuing written veterinary prescriptions. Written prescriptions for continuing medicines are usually issued for a one to three month’s supply of drugs (maximum 6 months) but this varies according to the nature of the condition and the type of medicine. We ask for 24 hours’ notice to prepare a repeat prescription.  Animals must be under the care of a veterinary surgeon in order for us to dispense Prescription Only Medication (POM-V, POM-VPS, NFA-VPS). Regular check-ups are required at intervals of no more than every 6 months. In some cases, this will be less, according to the severity of the condition.

 

Ownership of Records, Radiographs

Clinical records, including radiographs, endoscopic videos, ultrasound scans, ECG print outs and laboratory test results are the property of the London Veterinary Clinic and are retained by us. On request, copies, with a summary of the history, are passed directly to another veterinary surgeon giving a second opinion or specialist care. The results of all tests and procedures we perform remain the property of the London Veterinary Clinic, even though we raise invoices for undertaking and interpreting these tests and procedures.

 

We will ask you to tell us about any changes in your details so records are kept up to date. The London Veterinary Clinic complies with the Data Protection Act.

 

Complaints and Standards

We want all of our clients to be satisfied with the standard of our Veterinary Services and the products we supply. However, if you are dissatisfied with any aspect of our services, please direct your concerns in writing to the clinic manager, Ashley McManus RVN:

ashley@londonvetclinic.co.uk

86 York Street, London W1H 1QS.

 

We will endeavour to respond to your concerns within 14 days.

Cordially

The London Veterinary Clinic

 

 

Homepage  •   Contact   •   Privacy Notice   •   Terms & Conditions   •   Sitemap

Website by: