Terms and conditions of trade

Ownership of Records

Case records including radiographs and similar documents are the property of, and will be retained by, Witten Lodge Veterinary Centre. Copies of a summary of the history will be passed on by request to another veterinary surgeon taking over the case.

Out-of-Hours Service

We provide a 24 hr emergency service for our patients and out of hours provision for care is shared with Torbridge veterinary hospital. Out side of our normal hours when telephoning Witten Lodge (01237 473278) you will be able to speak to the duty nurse who will then contact the veterinary surgeon on call.

Hospitalisation of Animals

If hospitalisation of your pet is deemed necessary, an assessment will be made as to the level of care that is needed during the hospitalisation period. This may vary from regular checks by a vet; up to 24 hour nursing and regular checks by the duty vet. There will not always be someone present in the surgery with your pet if it is deemed unnecessary, but if you would like this to be arranged, please let us know. All hospitalised patients are assessed by one of the vets and if deemed necessary they will be transferred to the hospital for out of hours care.

Home visits

We provide home visits where necessary as a service to our clients, particularly for euthanasia of registered pets. However, pets are often better treated at the surgery where all the drugs, diagnostics and nursing help are available. Due to the unpredictability of the nature of work at a veterinary surgery, sometimes it is not possible to fit in a non-urgent visit on the day of request; however, please phone through your request early in the morning and we will do our best.

Fees

All fees, food 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. A detailed statement is available for every consultation, surgical procedure and transaction with us.

Methods of Payment

Accounts are due for settlement at the end of the consultation, the discharge of the pet or upon collection of medicines. You may settle your account using cash or credit/debit card.

Estimates of Treatment Costs

We will provide a written estimate of the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate, as a pet's illness will often not follow a conventional course. We will however keep you up to date on costs if requested.

Settlement Terms

We operate a cash accounting service and services and goods must be paid for prior to leaving the practice. Should the account not be settled at the time of treatment for some reason, then payment must be received with in 7 days. If the fees have still not been paid at the end of the month a statement will be sent out with an additional accounting fee (60p) in respect of the administrative costs incurred. Should it be necessary for additional statements to be sent, further charges will be incurred (£6.00). After due notice, overdue accounts will be referred to a debt recovery agency and further charges (usually 20% of the outstanding amount) will be levied in respect of costs incurred. 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 being added in respect of bank charges and administrative costs together with interest on the principal sum.

Pet insurance

We recommend insuring your pet against unforeseen accidents and illnesses. We usually require clients to settle their account with us and we then claim the fees back from the insurance company for you. For more information on pet insurance click here

Variations in Terms of Trading

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