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.

Identity:

New clients registering with the practice are obliged to give the following information:

First Name, Surname, Full Address and Telephone Numbers. We may ask that the client provides proof of their identity bu producing a driving licence/passport and /or proof of their address by producing a recent utility bill that clearly shoes their name and address.

Fees:

All fees, diets and drug charges re 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, diet. You may settle the account using:

  1. Cash
  2. Credit Cards/Debit Cards – MAestro/Switch, Mastercard, Visa and Delta
  3. Cheque accompanied by a valid cheque guarentee card.

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 eny estimate given can only be approximate as often a pet’s illness will not follow a conventional course.

Terms of business:

With any account not settled within 7 days, a reminder will be sent. Should it be necessary for further reminders to be sent, we reserve the right to add an administration charge. After due notice to you, the client, overdue accounts will be referred to the County Court and further charges will be levied in respect of costs incurred in collecting the debt. All of the outstanding amount must be paid before further treatment can be given.

Unpaid amounts:

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 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 Mrs. D. Roberts, Practice Manager.

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.

Prescriptions:

Medication can be obtained from our pharmacy for pets needing treatment. Pets on chronic longterm 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:

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 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.