Terms and Conditions

Vet4life is committed to providing the highest possible standard of care and attention to our patients and their owners. To assist us in providing this service, our Practice Terms and Conditions are shown below. If any points are unclear, please ask a member of our team.

Fees:

All fees are subject to VAT at the current rate, and are determined by the time spent on a case, and according to the drugs, materials, consumables and diets used. Written estimates can be provided on request, and remain valid for a period of one month, but please bear in mind that any estimate given can only be approximate as often a pet’s illness may not follow a conventional course.

Full payment is required at the time of consultation, or if the pet is admitted, when he or she is collected.

Payment for services may be made with:

  • Cash.
  • Cheque (with current Bank Guarantee Card).
  • Credit/Debit Card – Maestro, MasterCard, Visa, Delta (American Express and Diners are  not accepted).
  • Direct Transfer.

In exceptional circumstances we will offer to do a direct insurance claim but will require a completed claim form and proof of insurance, including confirmation about exclusions and the policy excess. This excess plus a direct claim administration fee will need to be paid in full at the time. We will endeavor to process any completed claim forms within one working day of their receipt by the practice.

Outstanding balances remaining unpaid without agreement after 28 days will incur a debt management charge of 20% of the bill or £25 (whichever is the greater). If the account remains unpaid, it will be sent to a debt recovery agency who will apply additional charges plus statutory interest. Full details are available on request.

Complaints and Standards:

We always do our best to offer exceptional service, but if you feel dissatisfied, please direct your complaint, in writing, in the first instance to Ian Stroud at ian@vet4life.co.uk who will try and offer a solution.

Client Confidentiality:

  • All information relating to both client and patient is held in confidence and in line with the Data Protection Acts and will not be disclosed except under the following circumstances.
  • Where a client provides a confirmed request in writing.
  • Where another Veterinary Surgeon requests this in order to continue the patients care.
  • To a court or agent of Vet4life as part of a legal process.
  • Where Vet4life use outsource reminder services for  treatments, vaccinations or medication reminders.

Ownership of Records:

Case records and similar documents are the property of, and retained by, Vet4life Ltd. Copies, with a summary of the clinical history may be passed on request, to another veterinary surgeon taking over the case or at the request of your insurance company.

Ownership of Radiographs and Similar Records:

The care given to your pet may involve making some specific investigations, for example, taking x-rays, or performing ultrasound scans. Although we make a charge for performing these investigations, and interpreting their results, ownership of the resulting record, for example, an x-ray radiograph, remains with the practice.

Patient Photographs:

Photographs of your pet or their conditions may sometimes be used for educational or marketing purposes. Please let us know if you would prefer this not to happen.

Prescriptions:

You may obtain Prescription Only Medicines, category V (POM V’s) direct from our veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. A prescription may not be appropriate if your pet is an in-patient or immediate treatment is necessary. There is a small charge for a prescription for each medication. You will be informed, upon request, of the price of any medicine that may be dispensed for your pet.

Vet4life Veterinary Surgeons may only prescribe POM V’s for animals under his or her care. For animals with an ongoing disease condition we class ‘under their care’ as having been seen within the last three to six months depending on the disease being treated and the medication being taken.

A standard consultation charge will be applied for each re-examination under such circumstances.

Use of Unlicensed Medications:

In certain cases, we may decide that the best treatment for your pet involves prescribing medication outside of the data sheet recommendations (ie ‘off label’) or a specially prepared unauthorised medicine, or a medicine imported from another country under a Special Treatment Authorisation. In accepting the treatment of your pet at Vet4life, you accept that there may be risks and side effects associated with treatment.

Opening Hours:

Vet4life normal working hours and appointments are published and may vary from time to time. Outside these hours an emergency service operates in line with the Royal College of Veterinary Surgeons guidelines. Additional fees are charged for the provision of this exceptional service and estimates of these can be given at the time when the service is required.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing, and signed by the Practice Principal. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.

By signing this sheet, you acknowledge that you have read and understood the Terms & Conditions of provision of service as stated above.