Please read our Terms and Conditions carefully. We request that you ask for further explanation/clarification if required.

FEES

All fees, medications and food 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 and consumables used. We will always be happy to provide an estimate on request and we would encourage you to discuss costs of procedures in advance with our vets and nurses. Please be aware that estimates can only be approximate as an animal’s illnesses do not always follow a conventional course and if an animal is undergoing surgery, additional unforeseen procedures may become necessary.

You will receive an itemised fee note for every consultation, surgical procedure or transaction. Please note that you should expect to be charged a fee for all veterinary consultations.

METHODS OF PAYMENT

We accept cash, cheque with current banker's card, or credit/debit card (Switch, Solo, MasterCard, Visa or Delta).

PET HEALTH INSURANCE

We strongly support the principle of insuring your pet against unexpected illness or accidents. Unfortunately the FSA does not allow us to recommend or advise on pet insurance providers as this is considered to be an act of financial advising! However we do have a link with Petplan which enables us to discuss their products in a little more detail. Please note that we do not sell policies or receive commission from them. Please be aware that it is your responsibility to settle your account with Midforest Veterinary Practice and then reclaim the fees from your Insurance Company.

Please remember that any insurance policy contract is between you the client and the insurance company, and we cannot be held responsible for any matters which result in a claim being refused. In these cases you will be responsible for settling your account with Midforest Veterinary Practice in full.

OUT OF HOURS EMERGENCY SERVICE

We know how much your pet means to you, especially at times of ill-health or during an emergency. At Midforest Veterinary Practice we strive to provide a 24/7 emergency service rather than expecting clients to travel to a third party out of hours veterinary service provider. We would stress that hospitalised patients are attended to according to clinical need and veterinary staff may not be in continuous attendance if not thought to be necessary. Whilst we would very much like to employ night staff, we are not a hospital practice or a large business and our out of hours duty staff also have to work the following day. If owners may prefer to arrange for hospitalised pets to go home for the night and return in the morning (if the patient is well enough) then this can be arranged. On balance we believe we can offer a better quality of service compared to deferring out of hours patients elsewhere. In emergency situations, simply phone the normal practice number and listen carefully to the message.

OWNERSHIP OF RECORDS

Case records including radiographs and similar documents are the property of, and will be retained by Midforest Veterinary Practice. Copies with a summary of the history will be passed on to another veterinary surgeon or practice taking over the case if requested.

SETTLEMENT TERMS

All accounts are due for payment following each consultation/ procedure or upon collection of medications/food. Failure to pay will incur an administration fee. After due notice to you the client, overdue accounts will be referred to the County Court and this will automatically lead to Court Proceedings. Any fees charged by the Court, and costs to us of correspondence, attendance at Court, phone calls and home visits will be added to the account.

Any cheque that is 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 principle sum.

COMPLAINTS AND STANDARDS

We hope that you never have recourse to complain about the standards of service received from Midforest Veterinary Practice. However, if there is anything which you are not happy about, we encourage you to let us know so that we can fully investigate and help improve our services further. Please contact Liz Howes (Practice Manager) in the first instance. We will reply to all such issues promptly.