Terms and Conditions of Business

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. We are Financial Services Authority appointed to discuss insurance with Petplan. We are happy to give advice on potential advantages and disadvantages of other general policies. 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.

SAVINGS SCHEME
Midforest Veterinary Practice has devised a scheme to help you save towards the cost of your vet bills. It can pay for all routine work or be an emergency fund should the unforeseen occur. Interest is not paid on savings. This is not an insurance scheme and if there are insufficient funds in the account, payment of any additional veterinary charges will be required. Please collect a leaflet with a standing order mandate at either surgery or ring for further details.

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 offer a 24/7 service. Outside normal opening hours you will be directed to either our Totton or Lyndhurst Clinic.
In cases of emergency, simply phone the normal 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 take appropriate action. Please contact Clare Richardson (Practice Manager) in the first instance. We will reply to all such issues promptly.