Terms And Conditions Of Business

Thank you for entrusting the care of your pet to us at Allen & Partners. By accepting our services or purchase of goods, you the client contractually agree to the Terms of Business as laid out below.

Registration

It is essential for us to maintain accurate records of our clients and patients. In order to do this we will periodically ask you to confirm the details we hold. If your details change, please inform us so we may ensure our database is as up to date as possible. 

Fees

All fees, diets 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, resources, materials, consumables and diets used.

Estimates and treatment costs

We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often an animal’s illness will not follow a conventional course. 

Payment terms

The payment terms are detailed separately below for Small Animal, Farm and Equine clients. We reserve the right to ask clients to prepay for services offered.

Small Animals (pets) & Non-account Holders

Invoices are to be settled at the end of the consultation, the discharge of your pet or upon collection of drugs/goods. If alternative arrangements have been previously agreed payment must be made within 30 days of initial treatment. 

We accept debit/credit cards, cash, Bacs and cheque. Cheques are to be guaranteed and are to have the clients name and address on the back.

All accounts which are not settled within these terms will be subject to a monthly interest charge of 5% until the account is settled in full. A £5 administration fee will be chargeable each time a letter is sent out in reference to the debt. After due notice to you, the client, overdue accounts will be subject to our debt collection procedure and further charges may be levied in respect of costs incurred in collecting the debt. 

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 senior member of staff.

Farm Animals & Account Holders

You will be sent an invoice/statement at the end of each month, which is to be settled within 30 days.

We accept debit/credit cards, Cheque (made payable to Allen & Partners LTD) and BACS payment. 

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 senior member of staff.

Overdue accounts

If payment is not forthcoming under our agreed terms, clients will be referred to our Debt Collection Agency or the County Court. Further charges may be levied in respect of costs incurred in collecting the debt. Bad debtors will be removed from our client list. 

Pet health insurance

Allen & Partners strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle your account and then reclaim fees from your insurance company. It is sometimes possible for us to accept direct claims from selected insurance companies under the specific terms of our Standard Procedure for direct claims, available on request. 

We also have a Pet care Plan discount scheme that can be run alongside insurance or on its own. Please ask our receptionists for details.

Consent

Written signed consent for procedures is required in all cases of admission to the hospital and any alterations will be agreed prior to action being taken. Consent is also required for the use of medications in species for which they were not licensed e.g. rabbits, rodents, and exotic species. We must then use drugs which have a proven activity and efficiency despite this lack of licence.

Prescriptions

It is practice policy that any animal with an ongoing illness is reassessed by a vet at intervals of not more than 6 months. Regular monitoring of these cases ensures that we comply with the appropriate medicines legislation and that the best results are achieved. 

Written prescriptions for veterinary medicines are available upon request. These can only be authorised by our veterinary surgeons and are restricted to animals under their care. The fee for this service covers the professional service of your vet in authorising appropriate medication, dosage advice and maintaining the required accurate pharmacy records for your pet.

Complaints and Standards

We hope you never have recourse to complain about the standards of service received from Allen & Partners, however if you feel that there is something to complain about please direct your comments in the first instance to the practice manager who will guide you through our complaints procedure. 

Clinical records

Your pet’s clinical records, including radiographs, ultrasound scan records and laboratory test reports remain property of Allen & Partners LTD and will be kept under the terms of the Data Protection Act (1998). You are entitled to see the records on request and if necessary an appropriate appointment to view them will be made. Your records will be sent to another veterinary surgeon on request for them. If you require a copy for your personal use, a charge may be made at the rate for administrative work. 

Return of unused drugs

We are happy to accept unused medications back into the practice for disposal only as having left the practice they are no longer fit for resale, no refund can be given. Drugs purchased from any other supplier will not be accepted for disposal.

 

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