Our commitment to you
We aim to provide you with a first class service. We aim to provide your animal with the highest standard of treatment and care.
In the case of surgical referrals we will provide a high quality service with excellent and prompt communication at all times. We will send you a referral letter on the day your client’s pet is discharged along with a copy of the discharge summary given to the client. We will only treat your client’s pet for the condition it has been referred to us for. Your client will not be eligible to register any pet with us for a period of 12 months after the initial referral.
All fees, consumables 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 and consumables used. Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request – see below.
Methods of payment
Accounts are due for settlement in full within 14 days of invoicing or upon collection of drugs. Your account may be settled using:
Estimates of treatment costs
We will, upon request, be pleased to provide an estimate as to the probable costs of any treatment, but please bear in mind that any estimate given can only be approximate – often an animal’s illness will not follow a conventional course.
Payment will be requested at the time of treatment from all new clients. This arrangement will be reviewed after a period of three months. Accounts are processed and invoices issued every month and payment is requested within 14 days of the invoice date. In the event of non payment within one month, one further reminder with a non deductable administration charge will be sent. Overdue accounts, after due notice to you, will be referred to our Debt Collection Agency or the County Courts if satisfactory repayment arrangements have not been made with ourselves. This will incur you further costs whilst collecting the debt. Any cheque which you issue which is returned unpaid, any credit card payment not honoured, and any cash tendered that is found to be counterfeit will result in your account being restored to the original sum together with any fees incurred in the process. Persistent late payment will result in the need for all fees to be paid for at the time of treatment or withdrawal of our veterinary services.
Inability to pay
If you find yourself in the unfortunate position of being unable to pay your account please discuss this matter as soon as possible with a member of staff. Instalments or part payments of any accounts may ONLY be sanctioned with express permission of a partner.
Towcester Veterinary Centre supports the principle of insuring your animal against unexpected illness or accidents. Please be aware that it is your responsibility to settle your account with ourselves and then reclaim the fees from your Insurance Company.
Whilst we hope that our service does not give you cause for complaint, if you do wish to complain please contact the partners in the first instance.
We are always pleased to receive feedback on the service we provide.
Ownership of records
Case records, x-rays and similar documents are the property of, and will be retained by Towcester Veterinary Centre. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record e.g. an x-ray or ultrasound scan remains the property of the practice. Upon request, copies of records with a summary of the history of your animal will be passed to another Veterinary Surgeon taking over your animal’s care and treatment.
Variations in Terms and Conditions of Business
No addition or variation of these conditions will bind the practice unless specifically agreed in writing by the Towcester Veterinary Centre Partners. Additionally no agent or person employed by or under contract with the Practice has the authority to later or vary these terms and conditions in anyway.