Thank you for entrusting the care and attention of your pet to Mercer and Hughes Veterinary Surgeons. Some aspects of the Terms may not be relevant to you. Please ask for further explanation / clarification if required.

Fees:

All fees are subject to VAT at the current rate. Fee levels are determined by the procedures carried out and time spent on the case, medication, materials and consumables used. You will receive a detailed invoice for every transaction with us.

Payment Methods

To help us reduce administrative costs and maintain an affordable pricing structure, all accounts are required to be settled at the time of consultation, discharge of your pet or upon collection of any items. If for any reason, you are unable to settle any part of your account as specified, we ask you to discuss the matter as soon as possible with a receptionist who will pass the matter on to a Director.

For your convenience we accept cash, most major debit/credit cards (excluding American express) and cheques supported by guarantee cards.

Should an account not be settled, then an invoice will be sent out at the beginning of the following month. If an account is not settled after 3 months and due notice is given, overdue accounts will be subject to legal action and/or referred to our debt collection agency.

Further charges will be levied in respect of costs incurred in collecting the outstanding balance such as production of reports, correspondence, court fees, attendance at court etc.  Any cheque returned, credit card not honoured or cash found to be counterfeit will result in the account being restored to the original sum with further charges added in respect of bank charges and administrative costs including interest.

Estimate of Treatment Plans

We gladly provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate is an approximate and final costs may vary depending upon the treatment plan carried out. Often a pet’s illness or surgery will not follow a conventional course.

Insurance

We strongly support the principle of insuring your pet against unexpected illnesses or accidents, providing peace of mind knowing the best available treatment is available. It is your responsibility to settle your account with us and reclaim fees from your insurance company. If for whatever reason your insurance company does not pay, it is still your responsibility to settle your account with us.

Complaints and Standards

We hope that you never have recourse to complain about the standards of service received from Mercer and Hughes Veterinary Surgeons. However, if you feel that there is something you wish to complain about, please direct your comments, in writing, in the first instance to Mrs I Pedler or Mr S Flood.

Ownership of Records

Case records and other similar documents are the property of, and shall be retained by Mercer and Hughes Veterinary Surgeons. Copies will be passed on request to another vet taking on the case.

Ownership of Radiographs (X-rays) and similar records

We make a charge for carrying out investigations such as taking radiographs or carrying out ultrasound scans. A charge is made for carrying out the procedure and interpreting the results, however ownership of the resulting record itself, eg a radiograph, remains with Mercer and Hughes Veterinary Surgeons

Variation

No variation of these conditions will bind Mercer and Hughes Veterinary Surgeons unless it is specifically agreed in writing and signed by a Director.