Our commitment to you
We will provide a first class service to the best of our ability. We will strive to provide you and your pet with the highest standard of care. Where appropriate we may advise, and with your agreement, refer you and your pet to an appropriate centre of expertise for more in-depth investigation and treatment which is not available at our practice.
Off licence medicines
In certain circumstances, where no suitable alternative exists, it may be appropriate for our vets to prescribe medication for your pet which has not been licensed for veterinary use. This may include some human medications which are not available in veterinary practice, or the use of drugs in one species which are normally used in another. Use of our services expressly allows for this use following discussion with the veterinarian. At all times our primary concern will be the well-being of and benefit to your pet.
All fees are due for payment at the time of the consultation or when your pet is discharged after an in-house procedure. All fees, diet 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. Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates are also provided on request and will be offered for non-routine procedures. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course. We regret that we are unable to refund medicines which have been taken off the premises due to strict regulation. Please check that you are happy with the medications provided before you leave.
Methods of payment
We accept cash, credit or debit cards.
Should an account not be settled at the time of treatment, an invoice will be sent. Should it be necessary for further reminders to be sent, further charges will 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, etc. and interest. Any cheque or credit card payment not honoured and 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 bank charges and administrative costs together with interest 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 a possible with a member of staff. Please note that instalments or part payments of any account may ONLY be sanctioned following written submission of terms to David Gordon MRCVS.
Pet Health Insurance
We strongly support the principle of insuring your pet against unexpected illness or accident. Please ask for details about insurance from a member of staff. We are happy to assist you in making a claim and endeavour to send off all completed insurance forms within 14 days of receipt with no administrative charge. Please speak to us before cancelling or changing your insurance company.
Ownership of records, radiographs and other documents
The care given to your pet may involve making some specific investigations, for example taking radiographs or performing blood tests. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example an X-ray, remains with the practice and will be retained by us. Copies of these documents will be passed, on request, to another veterinary surgeon taking over the case. We retain the right in certain circumstances to levy a charge for providing copies when additional expense is incurred.
Whilst we hope that you never have cause to complain about the standard of service received from our practice, should you find that there is something you wish to bring to our attention, please contact David Gordon in the first instance within 14 days. If you feel that your complaint has not been dealt with satisfactorily then you are advised to write to the Royal College of Veterinary Surgeons.
Variation in terms and conditions of business
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by David Gordon MRCVS. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.
We are always pleased to receive feedback on our services whether good or bad, so please do let us know your thoughts so we can continue to improve.
Please give us 24 hours notice for repeat prescriptions of drugs and food. In accordance with the Royal College of Veterinary Surgeons’ recommendations all pets receiving prescription medicines need to be regularly re-examined by a veterinary surgeon for their continued good health. You will be advised when this re-examination is required and the associated costs.