Terms of Trading

Our comittment to you

Thank you for entrusting the care and wellbeing of your pet to Yorkshire Vets Limited. We will aim to provide you and your animal with the highest standard of service with professional and compassionate care.

Staff and practice policy

  • We will endeavour to treat you with courtesy and respect at all times.
  • We will not allow any threatening or aggressive behaviour towards our staff.

Owner responsibilities

We believe it is in your pet’s best interest to follow our advice in keeping your pet healthy.

  • We ask you to take our advice on preventative health care such as vaccination and routine flea and worm control and diet. We will commit to making it easier for you to follow our advice with our Pet Health Club.
  • To increase safety and minimise stress, we advise that all dogs are controlled on a short lead and collar, and all cats are presented in a properly secured carrier.
  • Please try and keep dogs and cats separate in the reception area.
  • Please make us aware if your pet is nervous or aggressive to other pets or humans.
  • Please be courteous and respectful to our staff, other clients and their pets.

Treatments and procedures

  • The paramount consideration of the veterinary surgeon will be to the patient.
  • Diagnosis and treatment will be discussed with you and a course of action agreed. It is important to us that you are happy with this.
  • You have the right to refuse treatment of your pet, unless this leads to a breach of the Animal Rights Act 2006, which states we must prevent suffering and we must alleviate pain adequately in an animal under care. Any refusal of treatment will be noted in our records.
  • All the Vets & Registered Veterinary Nurses in our practice are covered by a suitable indemnity policy.

Fees

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. You are liable for any fees incurred in the investigation, diagnosis and treatment of your pet. Products that have not been paid for may only be released at the discretion of a Director for medical reasons.

Methods of payment

Accounts are due for settlement in full at the end of the consultation, the discharge of your animal or upon collection of drugs/diets. In order to keep our prices down we do not offer credit facilities.

Your account may be settled using cash or credit / debit card (Mastercard, Visa, Switch, Solo or Delta).

Estimates of treatment costs

We will be pleased to provide, upon request, a written estimate as to the probable costs of treatment, but please bear in mind that any estimate given can only be approximate, as sometimes an animal’s treatment will not follow a conventional course. We will always endeavour to contact you if we believe this estimate is likely to be exceeded. However, there may be circumstances when immediate treatment is required to prevent pain and suffering with your pet and as such we cannot guarantee our estimation will be the final cost.

Pet insurance

Yorkshire Vets Limited recommend the principle of veterinary insurance to protect against the unexpected fees incurred following illness or accident. It is your responsibility to settle your account with us and then reclaim the fees from your insurance company. Under certain circumstances we may process direct claims from your insurer.

Medications and prescriptions

Please give us a minimum of 24 hours notice for repeat prescriptions, as we must have each prescription checked by a veterinary surgeon. The vet may not be immediately available. Your pet must also be examined by one of our vets at regular intervals for us to be able to prescribe drugs on an ongoing basis. We are happy to accept unused medications back for disposal only, as drugs which have left the premises are no longer fit for resale. Therefore, unfortunately , we are unable to provide a refund.

Ownership of records

Case records and similar documents are strictly confidential and will remain the property of and will be retained by Yorkshire Vets Limited. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting records remains with the Practice. Upon request copies of records with a summary of the history of your animal will be passed to another Veterinary Surgeon taking over your animal’s care. We may also release these records to Pet Insurance companies when claiming fees under your insurance.

Refusal of treatment

The practice reserves the right to refuse treatment of an animal if:

  • To do so would be detrimental to the patient.
  • It would be considered unethical or in breach of RCVS recommendations.
  • A breakdown of trust has been considered to have taken place between you and the practice.

The practice reserves the right to limit treatment of an animal to first aid and the immediate relief of pain only if:

  • The patient cannot be safely restrained and therefore presents danger to our staff.
  • The terms of payment have been breached.
  • We have reason to believe that the patient is receiving treatment by another veterinary surgeon, and we have not received a current clinical history.

Outstanding accounts

If for any reason your account has not been settled as specified above, we will initially send reminders to do so. In the event that the account remains outstanding after the reminders we will refer the matter to our debt collection agents which will incur costs. Any costs incurred to collect the debt will be added to the debt, plus VAT at the prevailing rate. You agree that you will be legally liable to pay us that surcharge, and that payment of the same can be enforced against you in court. You also agree to pay interest at the relevant reference rate provided for under the Late Payment of Commercial Debts (Interest) Act 1998, which interest is payable both after and before any judgement of the court and continues to accrue. If you find yourself in the unfortunate position of being unable to pay your account please contact us as soon as possible to discuss the matter with one of the Directors or Practice Managers on 01274 663301.

Customer feedback

Yorkshire Vets Limited are fully committed to providing your pet with excellent care and providing you with a high standard or service. We always appreciate any feedback on where we can improve or where we have done well. Please do not hesitate to speak to any member of the team or let us know online here.

Complaints

If we have not met your expectations please discuss it, at the time, with the member of the team you are with. Should this fail to resolve the situation to your satisfaction and you wish to raise a formal complaint then please write to the Practice Administrator, Yorkshire Vets Limited, 515 Bradford Road, Thornbury BD3 7BA. Upon receipt we will acknowledge your letter within 7 working days.

Variation in Terms and Conditions of Business

No addition of variation of these conditions will bind the Practice unless specifically agreed in writing by the Directors. Additionally, no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditional in any way. The T&C will be updated as necessary and an up to date copy is available on request or on the website.

Date: 21st September 2015