Standard Terms and Conditions of Business
Mill House Veterinary Surgery and Hospital and Mill House Referrals are trading names of Independent Vetcare Ltd. Company No. 07746795. Registered office: Station House East Ashley Avenue Bath BA1 3DS. VAT No. 115 1416 58
Authorised and regulated by the Financial Conduct Authority for credit-related regulated activities under reference number FRN738010
As an RCVS accredited Veterinary Hospital, our service and facilities meet the highest exacting standards of our governing body, and our team of professional veterinary surgeon’s and veterinary nurse’s conduct themselves according to the RCVS guide to professional conduct.
All fees, diets and medication charges are subject to VAT at the current rate. Fees are determined by the time spent on a case and according to the medication, materials, consumables and diets used. Our written fee list is available on request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us. Consultations and treatments out of hours (6.30pm-8.30am weekdays, after 12.30pm Saturdays and all day Sundays and Bank Holidays) are charged at a higher rate. See our price list for details. You are free to seek a second opinion on or concerning any treatment provided, subject to the payment obligations in these terms and conditions.
We run our own in-house pharmacy for your convenience and to keep our costs down overall. You are, however, entitled to a prescription for any medication, which can be filled in another pharmacy. A charge is made for this. A price list of commonly prescribed medications is in reception, and prices for any treatments are available on request. We are happy to fill any small animal prescriptions for you. We may only prescribe POM-V medicines for animals under our care. To be under our care, your pet must be seen regularly by the veterinary surgeon at intervals appropriate to the condition treated. For most patients the minimum interval will be 6 months, but for many conditions we may need to reassess the condition and response to treatment plus any side effects more frequently than this. Additionally, for safety reasons, only limited quantities of medication may be prescribed at one time. Consultations are charged at the rates current in our displayed price lists, but check-ups within two months of a charged consultation, for the same condition, are free of charge unless further treatment is indicated. For routine flea and worm preventative treatment, patients should be seen at least annually (this will usually be at booster vaccination time). All medicines, food or other items supplied should only be used as directed by your veterinary surgeon or team member acting on their behalf. Any questions or concerns should be directed to a veterinary surgeon for clarification.
Current regulations require us to destroy any returned prescription medications. They cannot be resold; neither can the packaging be safely reused. Medications obtained elsewhere should be returned to the place of purchase when no longer needed, and not to us.
Methods of Payment
Accounts should be paid at the end of the consultation, on the discharge of your pet or upon collection of medicines, food or other items. You may settle the account using cash, cheque, credit or debit card e.g. Mastercard, Visa, Visa Debit. Payment by card can be taken over the telephone.
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 estimates given can only be approximate – often a pet’s illness will not follow a conventional course, and unforeseen costs may arise. We will endeavour to keep you informed if this is the case. In an emergency, we reserve the right to provide such veterinary services as are reasonably necessary, in the professional judgement of the veterinary surgeon, without first agreeing a treatment plan.
Should an outstanding account not be settled immediately, then a reminder will be sent with an additional accounting fee in respect of the administrative costs incurred. This may be deducted if payment is made by return.
Should it be necessary for further reminders to be sent, further non-deductible charges will be incurred. Notification of queries or complaints must be directed to us verbally or in writing within 14 days of receipt of invoice. After due notice to you, overdue accounts will be referred to our Debt Collection Agents 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 with further charges added in respect of bank charges and administrative costs. Current administration fees are displayed in reception. We may issue notice to you that no further veterinary services, medicines, food or other items will be supplied until outstanding fees have been settled in full.
Quantity discounts may be offered for three or more cases or bags of the same diet or food collected and paid for at the same time.
Three or more animals presented for treatment on the same day for the same procedure may also attract a discount, provided settlement is received in full at the time of treatment.
Any discounts given are at the discretion of the Clinical Director and are subject to availability and change without notice.
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 Clinical Director. Non-emergency medicines or other items cannot be given without payment at the time.
Pet Health Insurance
We strongly support the principle of insuring your pet against unexpected illness or accidents, but any contract of insurance is between you and your insurer. Please ensure that you refer to the terms and conditions of your insurance policy. It is your responsibility to settle your account and then reclaim the fees from your insurance company, unless we have expressly agreed to claim fees direct and you have settled the expected excess. In the event of the insurance company not settling the claim within 6 weeks, you must pay the account in full. We reserve the right to request payment in full at any time. Ask for details about insurance from any member of staff.
Use of your personal data is governed by the Data Protection Act 1998, and our use of your data is subject to the provisions of this Act. We will use the personal information you provide to us to supply and process payments for veterinary services, medicines, food and other items and to provide essential reminders, special offers and occasional newsletters as part of our pet health information service. We will not sell your data nor share it with any third party except for trusted companies which we may use to assist with our own communications. Your data will remain confidential and will not be used for any purposes other than those specified by us.
Complaints and Standards
We hope that you never have cause to complain about our standards of service. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a veterinary surgeon. If satisfaction is not obtained, please contact the Clinical Director. We will respond within 7 days to any complaint. We also welcome any suggestions for improving our service.
Ownership of Records
Case records including radiographs and similar documents are the property of, and will be retained by Independent Vetcare Ltd. Copies with a summary of the history will be passed to another veterinary surgeon taking over the case, on request and upon settlement in full of all sums due to us. 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 the 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 Clinical Director. 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 may update or amend these terms and conditions at any time by placing a notice to that effect in our premises. Please ask for further explanation or clarification if required.
Correct at 1st March 2017
‘Recommend a Friend’ Scheme: Terms and Conditions
Existing clients of Mill House Veterinary Surgery & Hospital may recommend their friends to register with the practice for the first time (‘new friends’).
A form is provided for this, on which you fill in your own details, and then pass this form on to a friend. There is no limit to the number of ‘new friends’ you can recommend.
The new friend brings the form to Mill House Veterinary Surgery & Hospital, having filled in their own details.
Each new client (friend) will receive a £5 discount when they register and spend £20 or more on veterinary services.
Only one voucher can be redeemed by each new friend.
The existing client will receive a voucher to the value of £5 to spend with Mill House Veterinary Surgery & Hospital. This is non-transferable.
This is not to be used with any other offers.
This offer is not open to staff of Mill House Veterinary Surgery & Hospital.
This Scheme is for genuine clients of Mill House Veterinary Surgery & Hospital only.
The vouchers have no cash value.
Mill House Veterinary Surgery & Hospital reserves the right to reject any voucher where there is reason to believe fraud is involved.
Photocopies are not accepted.
Breeder Plan: Terms and Conditions
This Plan is available to recognised breeder clients who regularly use Mill House, there is no joining fee.
The discount entitlement for our Breeder Plan is reviewed annually.
To remain eligible for the Plan, a minimum of one litter is to be seen by us for vaccination every 12 months.
Out of Hours Emergency Voucher: Terms and Conditions
You may receive a voucher offering £20.00 discount for out of hours emergency treatment. To qualify for this discount, you must:
- Present the voucher at the time of consultation
- The pet being treated must have been vaccinated by Mill House Veterinary Surgery & Hospital and in accordance with our recommendations, within the last 13 months
The voucher may not be used in conjunction with other offers and discounts
Only one voucher may be redeemed per registered pet in any 12 month period
Photocopies are not accepted
The voucher has no cash value
Mill House Veterinary Surgery & Hospital reserve the right to withdraw this offer at any time