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Thank you for entrusting the care and attention of your animal to Heath Veterinary Group.

We are a Small Animal Practice, currently operating from 3 surgeries within the Cardiff area.

This letter details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you. We request that you ask for further explanation or clarification if required.

All fees, diets and drug charges are subject to VAT at the current rate. Our current fee list is displayed in the Reception area of our Surgeries. A detailed fee note will be given for every consultation/surgical procedure at the time. Please see Terms of Business below.

Methods Of Payment
Accounts are due for settlement at the end of the consultation, the discharge of your animal following in-patient care, or upon collection of diets/drugs. We accept the following forms of payment:

  •      CASH
  •      CHEQUE
  •      CREDIT/DEBIT CARD: Switch, Solo, Mastercard, Visa, Delta.

(Please note that the Practice does not accept American Express cards).

Estimates Of Treatment Costs
We are happy to provide an estimate as to the probable anticipated costs likely to be incurred during your animals’ treatment. Please be aware however, that this figure can only be approximate, as often a pets’ illness may not follow a conventional course. We will always endeavour to provide as accurate an estimate as possible.

Terms Of Business
Any Accounts that have not been settled within 14 days from the time of consultation/procedure will be sent a reminder. We reserve the right to add an accountancy charge to this outstanding balance. Should it be necessary to send further reminders, they will attract a further charge.

Charges may be deducted/reduced only with consent from Mr.Troughton.

If an Account remains unsettled following these written reminders and due notice, the matter will be referred to our Debt Collection Agency or the local County Court. This will incur further charges to the Client to cover matters such as production of reports, correspondence, court fees, home visits etc.

Any cheque returned by our Bank as unpaid, any Credit Card payment not honoured and any cash tendered which is subsequently found to be counterfeit will result in the account being restored to the original amount outstanding prior to the transaction, along with further charges appropriate to cover bank charges, administrative charges and interest on the original sum.

Pet Heath Insurance
We at Heath Veterinary Group strongly support the principle of insuring your pet. We will be pleased to advise you regarding the Insurance product that this Practice supports. Please ask for details from any member of staff.

Please be aware that it is your responsibility to settle the account in full and then reclaim the fees from your insurance company. (Less any excess applicable).

Ownership Of Records
Case records, including radiographs etc. are and will remain the property of Heath Veterinary Group. We will pass over a summary of a case history to another Veterinary professional that may become involved with the case, on request.

Although we make a charge for carrying out investigative procedures such as radiographs and ultrasound scans, these results remain the property of Heath Veterinary Group.

Prescriptions are available from this Practice. You may obtain Prescription Only Medicines, category V (POM V’s) from your veterinary surgeon OR ask for a prescription to obtain these medicines from another veterinary surgeon or Pharmacy.

We may only prescribe POM V’s for animals under our care .A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your animal.

Repeat Prescriptions
The general policy of this practice is to re-examine an animal requiring repeat prescriptions every 4 months, but this may vary with individual circumstances. There is a standard cost for re-examination. Please ask for details.

We kindly request that you, the client, give us 24 hours notice for repeat drug prescriptions.

Should you wish to collect the item(s) from one of our branch surgeries, we would appreciate 48 hours notice. Clients are requested to telephone the relevant surgery to confirm that the prescription is ready for collection, prior to calling in.

Any foods/special dietary requirements or drugs requested or ordered will be charged to the Clients account. (Whether collected or not).

Complaints Procedure
We hope that you may never have occasion to complain about the standards of service that you receive from Heath Veterinary Group. In the event of any complaint or grievance, please address your comments directly to the Principal, Mr.Troughton.