Thank you for entrusting the care and attention of your pet to Emerson Green Veterinary Surgery. Please find below our Practice Terms and Conditions. Please contact the practice if further clarification is needed.

Fees

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. All fees are available on request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.

Method of payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using:

  • Cash
  • Credit/Debit card – Switch, Solo, Mastercard, Visa, Delta and American Express.
Estimates of treatment costs

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 – often a pet’s illness will not follow a conventional course.

Settlement terms

Should an account not be settled within 14 days, then a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges will be incurred. These however, may be deducted if payment is made promptly. After due notice to you the client, overdue accounts will be referred to our debt collection agency and further charges will be levied in respect of costs incurred in collecting the debt, such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our bank as unpaid, any credit card payment not honoured and 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 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. Please note that installments or part payments of any account may ONLY be sanctioned with the express permission of Martin Brice.

Pet health insurance

Emersons Green Veterinary Surgery strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please note that we shall send in your claims and charge you your excess at time of consultation, admission or discharge. Please be aware that if your insurance company deducts payment or does not settle you account with us – you are liable for all expenses. In order for claims to be processed efficiently and to avoid confusion a cover note must be produced at the time of treatment. A claim form must be signed and submitted at the same time, if this is not possible then a claim form must be submitted within 14 days of treatment. If a claim form is not received within this time period you will be required to settle the outstanding balance.

Complaints and standards

We hope that you never have recourse to complain about the standards of service received from Emersons Green Veterinary Surgery. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to Martin Brice. Please e-mail him on his personal e-mail address

Ownership of records

Case records including radiographs and similar documents are the property of, and will be retained by, Emersons Green Veterinary Surgery. Copies with a summary of the case history will be passed on 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 their results, ownership of the resulting record, for example a radiograph remains with the practice.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice partners. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.

Vaccine Packs

1.Our vaccine packages are available to all dogs, cats and rabbits under the age of 12 months at the time of purchase.

2.Packages include a variety of products and services. Please review our latest handout for details of the plans themselves.

3.We provide a free bag of food to all puppies and kittens. This food is supplied by Virbac and the free bag is the smallest bag in their range for your size puppy or kitten (the smallest bag being 400grms and the largest 1.5kgs). All food will be subject to availability and only whilst stocks last.

4.Vaccine components included in the pack include Distemper, Hepatitis, Parvovirus and Leptospirosis for dogs, Herpes, Calici, Panleukopaenia and Leukaemia in cats. Rabbits include only UK licensed vaccines. 

5.If your pet has already had vaccines with another practice there are often many considerations that need to be made. Please phone the surgery and speak to one of our vets to get clarification. There is no cash alternative or discount available for pets that have already received part of their vaccinations.

6.The flea and worm treatment and food will depend on the pet’s weight and lifestyle, and this will be recommended by the nurse at the time of consultation. Additional visits may be required to complete the treatment (at additional cost).

7.4 weeks free insurance (IVC) is provided by Petplan®. Petplan® terms, conditions and excesses apply and may be varied at renewal. Immediate Veterinary Cover (IVC) can be activated by the practice team for pets aged between 6 weeks and up to a year, following a health check. If your pet already has insurance then an IVC may not be issued. All health conditions present at the time of examination will be listed on the IVC application form.

8.Microchipping may not be done at the time and a separate appointment may need to be made or we can place the microchip when your pet is neutered. There is no cash alternative / discount if your pet is already microchipped.

9.The nurse clinic may last less than the 45 minutes as stated however if you require more time we can book you a follow up appointment. Our nurses will ensure that all points are covered.

10.The contents of our goody bag will vary dependent on stock availability.

11.The Adaptil discount is 20% off our standard retail price and applies to ONE unit.

12.The extra puppy training consultation is with Ms. Claire Lee RVN. A separate appointment will need to be booked dependent on her availability at the time. In the event she is on leave this consultation will be offered as soon as she returns.

13.The one month free offered in our premium pack is the first month of your pet’s health plan. Normally the 1st month is paid at the time of the direct debit application – this will be waivered for anyone that has purchased a premium pack. The health plan must be purchased within 6 months of the vaccine package.

14.A 10% neutering discount is valid against the standard cost of neutering at the time of neutering.  Neutering prices may vary, and prices are different for cats and dogs and are dependent on the weight of your pet.  The discount will be applied at the time of neuter only.

15.The offers contained in these Terms and Conditions cannot be used in conjunction with any other offer and there is no cash alternative. 

16.Vaccine packages are a non-refundable offer. 

17.Offers are available on a one-per-pet only basis and are non-transferable.

18.Offers may only be available for a limited period and any of the offers may be withdrawn by Emersons Green Veterinary Surgery at any time. 

 

 

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