Terms & Conditions

Thank you for entrusting the care and attention of your animal to Grahams Road Veterinary Clinic.This document details our Practice Terms and Conditions – some aspects may not be relevant to you, and we request that you ask for further explanation/clarification where necessary.

Consent

It is our policy that all consents for any form of treatment must (except in exceptional circumstances) be given by an owner or owner’s representative over 18 years of age.

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.Our written fee is available on request.A detailed fee note is available for every consultation, surgical procedure or transaction with us.

Please note that there is a charge made for repeat consultations - these are for the benefit of a pet, and attract a fee like any consultation.

Methods 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/Visa Delta

Please note we no longer accept cheques.

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 can only be approximate – often an animal’s illness will not follow a predictable course.

Settlement Terms

Should an account not be settled at the time, an invoice will be sent at the end of the month with an additional accounting fee in respect of administrative costs incurred.Should it be necessary for further reminders to be sent, further charges (£20 administration fee) will be incurred.At our discretion, these may be deducted if prompt payment is then made.

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 Credit Card not honoured or any Cash tendered that is found to be counterfeit will result in the account being restored to the original sum with further charges added in respect of the bank charges and administrative costs together with interest on the capital sum.

We reserve the right to withdraw our services from any client who fails to settle an account or with a history of tardy settlement.

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 instalments or part-payments of any account may ONLY be sanctioned with the express permission of the Practice owners.

We do not routinely accept PDSA vouchers and unfortunately cannot allow clients to pay up an account over an extended period of time.

Pet Healthcare Insurance

Grahams Road Veterinary Clinic 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 be aware that it is your responsibility to settle your account and then reclaim the fees from your insurance company.

Complaints and Standards

We hope you never have recourse to complain about the standards of service received from Grahams Road Veterinary Clinic.However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Practice Owners.

Ownership of Records

Case records including radiographs and similar documents are the property of, and will be retained by, Grahams Road Veterinary Clinic.

Copies with a summary of the 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 the Practice Owners. No agent or person employed by, or under contract with, the Practice has the authority to alter or vary these conditions in any way.

Prescriptions and GRVC

Should you wish it, you may request a prescription for any product we deem necessary for the treatment of your pet.This prescription will be issued to you to be filled by the outlet of your choice.

Any prescription requested during a consultation will be available by the start of the next consultation period – we cannot stop to fill in prescriptions during our surgeries as to do so would delay the appointments to an unreasonable level.

Any prescription requested outwith a consultation must be requested 48 hours in advance to ensure it is ready for collection.

Prescriptions will be issued for a maximum of one month with up to two repeats, after this time a repeat examination will be necessary at our usual repeat examination rates.

Prescriptions will be issued for no more than the minimum amount required for treatment, and any for a controlled drug will last only 21 days (by law).


LASTLY, IT IS PRACTICE POLICY THAT ABUSE OF STAFF (VERBAL OR PHYSICAL) WILL NOT BE TOLERATED IN ANY SHAPE OR FORM. ANY SUCH BEHAVIOUR WILL RESULT IN THE IMMEDIATE WITHDRAWAL OF PRACTICE SERVICES FROM THE CLIENT AND THE ADDRESS INVOLVED AND POLICE ACTION IF NECESSARY.