Our Terms & Conditions

Our commitment to you
We provide you with a first class service.
We will provide your animal with the highest standard of treatment and care.

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. Estimates can also be provided on request – see details below.

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 or diets.
Your account may be settled using:
Cash
Cheque with current Banker’s card
Credit and Debit cards
Estimates of treatment costs
We will, upon request, be pleased to provide 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.

Settlement terms
If for any reason your account has not been settled at the end of the consultation, the discharge of your pet, or upon collection of drugs or diets, a statement of account will then be issued at the end of the month. In the event of non payment within the following month, further reminders will be sent which will incur administrative costs.
Overdue accounts, after due notice to you, will be referred to our Debt Collection Agency or the County Courts if satisfactory repayment arrangements have not been made with us.
Any fees charged to us by such agencies will be added on to your account.

Inability to pay
If you find yourself in the unfortunate position of being unable to pay your account please discuss this matter as soon as possible with a member of staff.

Pet Insurance
We strongly recommend the principle of veterinary insurance to protect against unexpected fees incurred following illness or accident. It is your responsibility to settle your account direct with us. We are happy to assist you in making a claim and aim to send off all completed insurance forms within 48 hours of receipt.

Complaints
Whilst we hope that our service does not give you cause for complaint, if there is something you wish to bring to our attention please contact the practice principal Mr Simon Robinson in the first instance.

Compliments / Feedback
We are always pleased to receive compliments or feedback on the service we provide. We keep a folder at reception which you are welcome to browse through at your leisure.

Ownership of records
Case records and similar documents are the property of and will be retained by Strathmore Veterinary Clinic. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record e.g. an x-ray, remains the property of the clinic. 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 well being.

Variations in Terms and Conditions of Business
No addition or variation of these conditions will bind the Practice unless specifically agreed in writing by the partners. Additionally, no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in any way.