Terms of Business
Thank you for entrusting the care and attention of your pet to Forest Lodge Veterinary Practice. This statement 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 needed.
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. In particular there is a minimum fee for an appointment to cover the cost of providing a modern well equipped practice with professionally qualified staff. A detailed fee note is available for every consultation, surgical procedure and transaction with us. By booking an appointment with us you are agreeing to our terms and conditions.
Methods of Payment
Accounts are due for settlement at the end of the consultation, the discharge of the pet or upon collection of diets/drugs. You may settle your account using:
CHEQUE with prior agreement from a Director or Practice Manager
CREDIT/DEBIT CARD - Switch, Solo, Master Card, Visa, Delta.
Estimates of Treatment Costs
We will happily provide a written estimate of 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.
Should the account not be settled by the end of the month, then a reminder will be sent. A £20 late payment fee will be charged to your account should the account not be settled within 30 days of this Invoice date.
After due notice to you the client, overdue accounts will be referred to our Debt Collecting Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, calls, home visits etc. 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 the original account being restored to the original sum with further charges being 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.
Pet Health Insurance
Forest Lodge Veterinary Practice strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask about insurance from any member of staff. Please be aware that unless your policy is with Pet Plan, it is your responsibility to settle our account and then reclaim fees from your Insurance Company.
If you are insured with Pet Plan we expect you to settle your account within 14 days of invoicing you. We will invoice you once we know how much Pet Plan will pay towards your account.
Complaints and Standards
We hope that you never have recourse to complain about the standards of service received from Forest Lodge Veterinary Practice. However, if you feel that there is something you wish to complain about, please direct your comments, in writing, in the first instance to the Practice Manager.
Ownership of Records
Case records including radiographs and similar documents are the property of, and will be retained by Forest Lodge Veterinary Practice. Copies of a summary of the history will be passed on by request to another veterinary surgeon taking over the case.
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 the results, ownership of the resulting record, for example, a radiograph remains the property of the Practice.
Out-of-hours small animal emergency cases are seen at a nominated branch which varies according to which veterinarian is on duty; in all cases your pets records can be accessed from either surgery. You will be expected to transport your animal to the nominated surgery for treatment which may not be the usual branch that your animal attends. This is because manning both branches of the Practice when the surgeries are closed is unrealistic and would make the out-of-hours prohibitively expensive.
Variations in Terms of Trading
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the Directors. No agent or person employed by, or under contract with, the Practice has the authority to alter or vary these conditions in any way.
We endeavour to be an approachable, caring practice.
We aim to provide the best care and attention we can for you and your pets.
If any aspect of our service fails to meet your expectations, please ask to speak to the Practice Manager or one of the Directors. Of course, if you have any suggestions as to how we can improve our service, please let us know.
Independent Vetcare Ltd trading as Forest Lodge Veterinary Practice. Registered in England. No 07746795 Reg. Office: Station House East, Ashley Avenue, Bath BA1 3DS
Authorised and regulated by the Financial Conduct Authority for credit-related regulated activities under reference number FRN738010