Estcourt Vets’ Terms & Conditions
Thank you for entrusting the care and attention of your pet to all of us at Estcourt Vets. This page details our practice terms and conditions. Some of the terms may not be relevant to you and we request that you ask for further explanation/clarification if required.
New clients registering with the practice are obliged to give the following information:
First Name, Surname, Full Address, Telephone Numbers and Email. We may ask that the client provides proof of their identity by producing a driving licence, passport and or proof of their address by producing a recent utility bill that clearly shows their name and address.
All fees, diets and drug charges are subject to VAT at the current rate. Fees are determined by the time spent on a case and according to the drugs, materials, consumables and diets used.
Methods of payment:
Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs or diet. You may settle the account using:
- Credit Cards/Debit Cards – Maestro/Switch, Mastercard, Visa and Delta
Estimates of cost:
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 as often a pet’s illness will not follow a conventional course.
Terms of business:
Any account not settled within 7 days will result in a reminder being sent. Should it be necessary for further reminders to be sent, we reserve the right to add a £20 administration charge. We reserve the right to refer your account to a debt collection agency and or solicitors for further action. All costs incurred in referring your account (including but not limited to) court costs will be added to your account and become liable for payment.
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 an additional £20 charge added in respect of bank charges and administrative costs.
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 the Practice Manager.
Pet health insurance:
Estcourt House Veterinary Surgeons supports the principle of insuring your pet against unexpected illness or accidents. Please be aware, that it is your responsibility to settle your accounts and then reclaim the fees from your Insurance Company.
Complaints and standards:
We hope that you never seek the need to complain about the standards of service received from Estcourt House Veterinary Surgeons. However, if you feel that there is something you wish to bring to our attention, please direct your comments in the first instance to Ms. J. Swain, Practice Manager (email firstname.lastname@example.org). All complaints must be made within 28 days of the treatment/consultation. Any complaints raised after this time may not be considered.
Ownership of records:
Case records and similar documents are the property of, and shall be retained by the Practice. Copies with a summary of the history will be passed on request to another Veterinary Surgeon taking over the case.
Ownership of x-rays and similar documents:
The care given to your animal may involve making some specific investigations, for example taking x-rays 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 x-ray film, remain with the Practice.
Medication can be obtained from our pharmacy for pets needing treatment. Pets on chronic long-term medication will need to be checked at least every three months. A reduced examination charge is made to ensure your pet is well and is responding to the correct medication. We are happy to provide written prescriptions, for which there is a charge.
Information for our client using our out-of-hours emergency service:
The emergency telephone number is the same as our daytime number – 01380 723687.
You will be connected to a member of staff who can assist you. All pets are seen at the Practice in Devizes. Home visits can be made after a discussion with a vet, but is often more appropriate to be seen at the Practice. There are additional fees for visits and consultations out of normal surgery hours and the member of staff will make you aware of these as a matter of routine to avoid any confusion.