Tweed House Ltd Terms and Conditions
Thank you for entrusting the care and attention of your animal(s) to Tweed House Veterinary Surgery. We aim to provide Modern Medicine with Traditional Values. Our Practice Terms and Conditions are outlined below. Please ask for further explanation or clarification if needed.
Fees: All fees are subject to VAT at the current rate. Our VAT registration number is 115 1278 44 and is printed on our invoices/statements. Fee levels are determined by: the time spent on a case, the cost incurred by visiting, whether your requirements were out-of-hours, and any drugs, materials, consumables and diets used. A detailed list of items charged is available for every consultation, surgical procedure and treatment provided by us.
Estimate of Costs: We will happily 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 an animal's illness may not follow a conventional course.For this reason, we cannot provide fixed price quotations. Your signed agreement, or that of a responsible adult acting as your agent, will be required prior to any procedure being commenced. Occasionally a verbal agreement may be acceptable – please note that our phone calls may be recorded (for training, compliance and security). A deposit may be required prior to embarking on a procedure. We will try to contact you on the contact numbers you have given us if we believe the treatment costs are going to exceed the estimate costs however if you are not contactable we will treat your pet in what we feel is their best interests. It is your responsibility to ensure that a responsible adult is available on the contact phone number you provide.
Payment: All accounts are due for settlement immediately. We require payment at the end of the consultation, when the animal is discharged, or when any diets, drugs or other items are collected. If payment is not received immediately, an invoice may be generated and must be paid by return. You may settle the account using cash or a Credit/Debit Card – Visa, Maestro, Switch, Mastercard.
Settlement Terms: Should the account not be settled by return, a reminder will be generated by text message, phone call, e-mail or letter. A monthly late payment charge of 2.5% of the outstanding balance will automatically be added to your account. Should it be necessary for additional reminders to be generated, further charges will be incurred. After due notice to you the client, overdue accounts may be referred to our Debt Collection Agency and/or the county court (small claims); further charges will be incurred. Any cheque returned by our Bank as unpaid, and any Credit Card payment not honoured will result in further charges being added in respect of bank charges and administrative costs.
Inability to Pay: If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter, as soon as possible with a member of staff. All discussions will be held in private and handled with discretion. Please note that installments or part-payments of any account may only be sanctioned with the express permission of a director. It is a requirement that a formal “Acknowledgement of Debt” form is signed at the time.
Animal Health Insurance: Tweed House Veterinary Surgery strongly supports the principle of insuring your animal against unexpected illness or accidents. Please ask about insurance from any member of staff. Please be aware that it is your responsibility to settle your account with us and then reclaim fees from your Insurance Company.
Complaints and Standards: Tweed House Veterinary Surgery is committed to high standards of Veterinary Medicine and customer care. However, things can sometimes go wrong and your expectations may not have been met. In the vast majority of cases, most concerns can be dealt with immediately and with the member of staff concerned. However, if your problem cannot be sorted out in this way and you wish to make a formal complaint, we ask that you contact the Practice Manager in writing within 6 months. An acknowledgement letter will be sent once your formal complaint has been received. This will detail the name of the person handling your complaint and the estimated timeline for any investigation and response. In the event that you do not feel satisfied with our attempts at resolution you are entitled to contact the Royal College of Veterinary Surgeons (www.rcvs.org.uk) and to follow their complaint procedure.
Ownership of Records: Case records including radiographs (x-rays) and similar documents are the property of, and will be retained by Tweed House Veterinary Surgery. A summary of the case history may be passed on by request to another veterinary surgeon taking over the case.
Data Protection: Tweed House Veterinary Surgery is registered as a holder of data with the Information Commissioner (ICO) and adheres to the principles of the Data Protection Act 1998 by ensuring that personal information is used fairly and lawfully. Tweed House Veterinary Surgery occasionally receive requests for information about a pet's vaccination record from kennels and catteries. In the interest of the animal's health it is our policy to share this information. We would never divulge information about a client's account or contact details. Another recognised exemption to the sharing of data (under the data protection act) is if the Practice is asked by the police for information or if disclosures are necessary for a court case or to obtain legal advice. Insurance companies usually have a waiver included in their terms and so a full history may be sent with a claim at their request.
Out-of-Hours Service: Out of Hours services are provided by Leeds Emergency Vets, Morley. All fees incurred at Leeds Emergency Vets must be settled with them at the time of treatment.
Home visits: In nearly all cases it is more appropriate for your pet to be brought to the surgery to be treated as we have specialist equipment and facilities available. However, we will make home visits for euthanasia and when animals cannot be moved for their own safety. We ask that you contact the surgery well in advance of a home visit and please be aware that it may not always be possible if the emergency case-load at the surgery does not allow it.
Dispensing of medicines: All animals with on-going conditions will require to be checked periodically as determined by the vet in charge of the case (this is usually every 3 months). A consultation fee will be charged for this check-up. Requests for repeat prescriptions must be made one working day in advance prior to collection, as some items have to be ordered from our suppliers. For routine orders (items that we keep in stock) please allow at least 3 hours after placing an order before you come to collect. A written prescription for the dispensing of medicines elsewhere can be provided on request; a charge is made for this service. A written prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.
Return of Unused Drugs: We are happy to accept unused medications back into the practice so they may be disposed of safely. However, we cannot credit a client's account when returning unused medication. According to both the Veterinary Medicines Directorate and the British Veterinary Association's Code of Practice on Medicines once stock has been dispensed, it may not be accepted back into the dispensary or offered for re-sale because the storage conditions have been beyond the vet's control.
General: Tweed House veterinary Surgery may contact you either by letter, phone, text or electronic means in order to advise you of outstanding accounts, reminders of your pet’s preventative health care treatments and any marketing offers that might be of benefit to you or your pet. Please tell the staff if you do not wish to be contacted. No addition or variation of these conditions will bind Tweed House Veterinary surgery unless it is specifically agreed in writing and signed by one of the 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.
Zero Tolerance: Tweed House Veterinary surgery has a "zero tolerance" policy regarding violence, or threats of violence and abuse. We do not tolerate discrimination on the basis of age, sex, race, mental or physical disability, religious or sexual preferences.
Terms & Conditions Last Updated: December 2014
Tweed House Veterinary Surgery is the Trading name of Tweed House Ltd , registered in England number 04588364, registered address Tweed House Veterinary Surgery, 24-25 Harper Terrace, Yeadon, Leeds, LS19 7RP.