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TERMS OF BUSINESS

Our commitment to you

  • We are dedicated to providing your animal with the highest standard of care and treatment.

  • We are open 5 days a week and do not offer out of hours care.

  •  Up to date hours are available on our website.
     

Staff and Practice Policy

  • We aim to communicate effectively and clearly regarding your animals care and will always treat you with courtesy and respect.

  • We do not tolerate any threatening, abusive or aggressive behaviour towards our staff or other clients.

  • For marketing purposes, we may from time to time ask to take photos of your pets and share their story on our social media platforms.

  • We may contact you via phone, e mail, post or text regarding your pet’s care, appointments, invoices, newsletters or other relevant information in line with our privacy policy.

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Your Commitment to us

  • To ensure safety and reduce stress we ask that you keep dogs on short leads and bring cats in secure carriers.

  • Please inform us if your pet is nervous or aggressive towards other animals or people.

  • We ask that all clients are courteous and respectful towards our staff, other clients and their pets.

  • Please do use the small piece of grass next to the car park at the edge of the field when you arrive to offer your dog a comfort break but please do not walk around the private field.

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Treatment and procedures

  • The welfare of your animal is always our top priority.

  • Your vet will discuss treatment options with you and will agree on a plan together with you.

  • You have the right to refuse treatment, unless doing so would breach the animal welfare act 2006 which obliges us to prevent unnecessary suffering and alleviate pain. Any refusal will be noted in your pets’ records.

  • We reserve the right to refuse treatment if it would be unethical, detrimental to the patient, in breach of guidelines or if there has been a breakdown of trust between the client and practice.

 

Fees and payment

All fees and medication charges include VAT at the current rate.

  • Fee levels are based on the time spent on the case and materials used. A detailed invoice will be provided, and a fee breakdown is sent out prior.

  • Full payment is due at the time of treatment, regardless of insurance status.

  •  If your pet is insured, you must pay the practice directly and we will endeavour prompt insurance form submission for them to reimburse you.

  • Accepted payment methods are cash, bacs, debit/credit card (switch, solo, delta, MasterCard and visa) and apple pay.

  • If you experience financial difficulty please contact the practice manager on 01892864477.

  • If payment remains outstanding, reminders will be send by e mail and additional administrative fees may apply. Persistent non payment will be escalated to our debt department and possibly forwarded on to th MCOL court service.

 

Insured pets

  • Clients are required to settle their accounts at the time of treatment and once payment is made we are happy to process your claim on your behalf.

  • Please provide a claim to assist us with this or direct us to the right insurers website.

  • A small fee may apply for insurance claim processing.

  • In exceptional circumstances we may do a direct claim but this needs to be cleared and arranged with our practice manager or Director.
     

Clients remain responsible for any unpaid costs or uncovered amounts.

 

 Medication and prescriptions

  • Please allow at least 48 hours’ notice for repeat prescriptions to be authorised and made up.

  • Pets receiving ongoing medication must be examined by a vet at least every 6 months or more frequently when clinically required.

  • We can dispense Prescription only medication or issue a written prescription on request. This may not be appropriate for emergency prescriptions and a small fee will apply for written prescriptions.

  • For prescription parasite treatments, the animal must be examined every 12 months as recommended by the RCVS and VMD.

  • Due to safety regulations food and medication that have left the premises cannot be returned or refunded.

  • We can safely dispose of any unused medication at our practice.

 

Feedback and complaints

  • We are committed to providing exceptional care and service. Your feedback is always welcome and helps is to improve.

  • If you wish to make a complaint please contact Alex Furzer at info@birgitholisticvet.co.uk

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