Elands Terms and Conditions of Business

Thank you for entrusting the care and attention of your pet to Elands Veterinary Clinic. This section 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.

Emergency Service

All emergencies after office hours are dealt with by the Sevenoaks Veterinary Emergency Service.

This is an independent service employed by ourselves and several other local practices to provide continuous emergency care for your pets throughout the night and at weekends and holidays. It is stafffed by vets and nurses experienced in emergency medicine and surgery who work solely for the emergency service. The service is based at Pennards Veterinary Group, Eardley Road, Sevenoaks. For all emergencies after office hours please call the duty emergency vet directly on 07979 537409. Alternatively, if you ring our normal number after hours you will hear a recorded message giving this number.

Inpatients

All inpatients at Elands are cared for 24hrs a day by our qualified veterinary nursing staff, who live on site. On weeknights, our own vets will attend during the night if required. Where continous veterinary care is required over weekends and holidays, and it is the best interests of the patient, hospitalised animals may be transported to the emergency service where thay can be more closely supervised by the emergency vet. If this is the case, we will telephone you first to discuss arrangements, and we will take care of all transportation.

Fees

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. The cost of prescription medications stocked and/or sold by the Clinic will be provided on request. If you prefer to receive a prescription to be filled at a local pharmacy, this will be provided. In accordance with the New Veterinary Medicines legislation 2005, please note that all patients must be re-examined at least every 6 months before a repeat prescription can be issued, and in some cases more frequently. This is not only in the best interests of your pet, it is a legal requirement. The practice reserves the right to charge for missed appointments unless reasonable notice is given in advance. A detailed fee note for every consultation, surgical procedure or transaction with us is available on request.

Methods of Payment

All bills 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:

  • CASH
  • CREDIT/DEBIT CARD - Switch, Solo, Mastercard, Visa, Delta

We do not provide credit accounts and we are unable to accept payment in the form of cheques.

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.

Settlement Terms

Should an account not be settled at the time, then an invoice will be sent including an additional accounting fee in respect of administrative costs incurred. 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 automatically be referred to our Debt Collection Agency whose charges will be added to, and payable with the invoice debt. Interest will also be charged on the full amount at a rate of 5% above Bank Base Rate, from the date the debt was incurred until payment is received. Any account unpaid, 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 any discounts being removed and the 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 that instalments or part-payments of any account may ONLY be sanctioned with the express permission of the principal.

Pet Health Insurance

Elands Veterinary Clinic strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Legal restrictions prevent us from discussing the fine details of competitive policies – read the small print carefully! Many companies offer annual policies and exclude ongoing conditions at the end of the year. You tend to get what you pay for. Please be aware that it is your responsibility to settle your account with us and then reclaim the fees from your Insurance Company.

Complaints and Standards

We hope that you never have recourse to complain about the standards of service received from Elands Veterinary Clinic, which we always strive to maintain at the highest possible level. However, if you feel that there is something you are unhappy about, please direct your comments in the first instance to the practice manager. Any comments that help us to improve our services are always welcome, and we can only continue to offer the service you want if we receive feedback, good or bad, from our clients.

Ownership of Records

Case records including laboratory results, radiographs and similar documents are the property of, and will be retained by, Elands Veterinary Clinic. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over a case, or a referral centre. Case notes may also be passed on to Insurance companies on request, as this is a stipulation of your contract with the insurance company.

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 the practice principal. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.