TERMS AND CONDITIONS OF BUSINESS
Thomas Small Animal Practice Limited
Trading as Longridge Vets
54, PRESTON ROAD, LONGRIDGE, PRESTON PR3 3AY
This Veterinary practice is an independently owed and run practice trading as Longridge Vets (Our/us/we). Our registered Company name is Thomas Small Animal Practice Ltd. The Directors of which are Paul and Jill Thomas. We are registered as a Limited Company in England and Wales, registration no 8819647. We are VAT registered, no. 179490755.
This document sets out our terms of business, and forms a Contract between you (your) (the animal owner/carer, or person requesting veterinary care) and Thomas Small Animal Practice Ltd, T/A Longridge Vets (us/we/our).
Should you have any queries relating to these terms and conditions please do not hesitate to ask us for further clarification.
Thank you for entrusting the care and attention of your pet to our practice.
General Terms and Conditions
All fees for services and goods (including drugs, food and pet products) are subject to VAT at the applicable rate (currently 20%). Service fees are determined by the time spent on a case, and the complexity, and may be dependent on the drugs, materials, consumables and diets used. Our written fee list is displayed in our waiting room, on our website, and is also available on request. You will receive a detailed receipt for every consultation, surgical procedure or transaction with us.
Estimates of Treatment Costs
We will happily provide a written estimate of the probable cost of a course of treatment or operation. Please bear in mind that any estimate given can only be approximate; often a pet's illness will not follow a conventional course. Depending on ease or complication during an operation may result in the final cost being higher or lower than the estimate. We endeavour to contact clients as soon as is reasonably possible to advise of this.
Method of Payment
Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of goods (including drugs, food or products). Ashes must be paid for on collection. You may settle the account using:
You may wish to claim on your pet insurance policy for the care that we have provided. We are happy to assist with a direct claim for this work on the following conditions:
For agreed commercial accounts, an invoice will be issued monthly. This must be paid in full within 28 days.
Your co-operation in this matter is very much appreciated.
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.
Should an account not be settled, a reminder will be sent. Should it be necessary for further reminders to be sent, further charges may be incurred. 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 any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum. Further charges will be added in respect of bank charges and administrative costs together with interest on the principal sum.
We will exercise our right to stop further provision of goods and services until the debt has been settled. In some situations following a period of debt we will insist on payment prior to goods and services.
The veterinary surgeons take a professional decision on whether a medication can be/is required to be prescribed repeatedly. Repeat prescriptions need to be signed by the vet each time prior to dispensing the medication. Therefore it is not usually possible to take the medication away at the time of asking. For repeat prescriptions requested in the morning, if in stock, the medication is usually ready for collection after 3pm. If not in stock we can usually have them delivered into the practice the following day. Our veterinary surgeons cannot issue repeat prescriptions for more than 6 months without seeing the animal (or 12 months for flea and wormer). You must book a routine consultation for this.
We can provide a written prescription for you to take elsewhere to buy the medication. There is a charge for this professional service, and our vets can only issue a prescription that covers 6 months for each drug.
Informed Consent to Treatment and Investigations
By providing consent to an operation/treatment or investigation you are agreeing to our Veterinary Surgeons to proceed with the agreed. Prior to providing consent you should be happy that you have received adequate information. If you do not, then do not hesitate to ask.
Consent can only be obtained from the animal’s owner/provider of care. If you are not the animal’s owner you should not offer your consent. You should make our staff aware of this. All attempts should be made to contact the owner to obtain their consent. However, in an emergency the animal’s wellbeing will take precedence.
We always recommend seeing your pet in our practice. We are able to use our facilities, have more staff, and a greater range of medication. However, we understand that there are some circumstances where you may wish for your pet to be seen at home. We ask that you provide as much notice as possible for this. We are not able to offer flexibility in times for this, we have to fit home visits around our clinics and operating times. There is a charge for home visits. This is based on time away from the practice, and on mileage. An estimate can be provided at the time of booking.
Out of Hours Care
The health and wellbeing of our staff is something that we take very seriously, and therefore do not provide out of hours cover in-house.
We have partnered with Vets Now in Preston to provide emergency care when we are closed. Their contact number is available on our website or on our phone line when we are closed. We are not a 24 hour hospital and therefore do not provide overnight hospital care. If your pet needs overnight care, with your consent, we can arrange transfer to Vets Now. Vets Now are a third party. Any fees incurred by them are directly payable to Vets Now.
We are open on Saturdays from 08:30-12:00. Saturday appointments are limited and we try to save as many as possible for urgent cases. If you require a routine appointment we respectfully ask that, where possible, you book an appointment during the week. Appointments are available Monday to Friday from 08:00 to 19:00. In order to reduce wasted appointments on Saturdays in the event of failing to attend you will be charged 50% of your appointment fee.
Our puppy parties are run by a third party who is a respected dog behaviourist. There is a small charge for attending each session. This is payable in cash at the time.
Complaints and Standards
We pride ourselves on providing an outstanding level of service and veterinary care. We hope that you never have cause to complain about the standards of service received from our practice. However, if your feel that there is something you wish to discuss or complain about, please tell a member of staff - they may be able to resolve your concerns there and then. Alternatively you could arrange to speak, or write, to the practice manager, Mrs Jill Thomas, and the matter will be dealt with promptly. In the rare event that you may not be happy with the response, you can request a review of the complaint, in writing, by our Head Nurse, Mrs Elizabeth Stackhouse RVN.
Your and your pet’s information will be held confidentially in accordance with GDPR. Case records including radiographs and similar documents are the property of, and will be retained by our practice. Copies with a summary of the history will, with your permission, be passed on request to another veterinary surgeon taking over the case. The care given to your animal may involve making some specific investigations, for example taking radiographs, blood samples 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.
Should you wish to have a copy of any of your pet’s records, then please ask a member of staff who will advise and assist you. There may be an admin charge for this.
Our full privacy notice is available on our website.
We use Easy Direct Debits Limited to collect Direct Debits on our behalf, and your bank statements will show a payment to Easy Direct Debits. For the avoidance of doubt, your agreement is with Longridge Vets. Easy Direct Debits Limited merely provide support to the practice, which includes transferring your payments.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.
PT/JT January 2020
Thomas Small Animal Practice Ltd, trading as Longridge Vets
Registered Address: 17 St Peters Place, Fleetwood, FY7 6EB.
Registered as a limited Company in England & Wales No. 8819647. Vat Registration No: 179490755
Easy Direct Debits Ltd Registered Address: Ebenezer House, 5a Poole Rd. BH2 5QZ