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Terms and Conditions

Fees are determined by the length of time spent on a case and for surgical cases the complexity of the procedure. Fees will also be applied in respect of drugs, consumables and diets used. You are entitled to a detailed fee note for every consultation, surgical procedure or transaction with us. All fees, and drug charges are subject to VAT at the current rate.

We require accounts to be settled at the time of provision of veterinary services: at the end of consultation, the discharge of the animal from the surgery, or upon the supply of any goods. Payment methods accepted are via cash or debit/credit card. All products supplied remain the property of Rufford Veterinary Group Ltd. until paid for in full.

A written estimation is available on request for the provision of goods or services. Please note that an estimate is only an approximate guide for the provision of services or treatment and due to the nature of the profession additional unexpected costs may be incurred in the event of progressing illness.

For loyal high volume clients the practice can offer treatment on account , subject to availability and pre-approval. The account must be settled within 21 days of the original invoice. Failure to settle the account within the stated 21 day period will result in the account being suspended and future treatment withheld until full account settlement. Unpaid accounts will be referred to a debt collection agency and further charges applied in relation to costs incurred through collecting the debt and associated court expenses. Any credit card not honoured or cash tendered and found counterfeit will result in restoration of the original account balance and will possibly incur further charges.

Settlement of any veterinary services provided by Rufford Veterinary Group Ltd. via an insurance claim through a third party insurance company is subject to agreement of extended credit to 30 days.

If payment for treatment is to be sought via a third party insurance company with the agreement of Rufford Veterinary Group Ltd. the client is required to provide a copy of a current insurance policy as proof of insurance and disclose any exclusions from the policy that would result in none payment of a claim.

If the client wishes to settle the account via an insurance claim, the insurance excess (as stated in the insurance policy) must be settled before or at the time of treatment.

The client must inform the insurance company of any symptoms, illness, diagnosis or treatment relating to the insured animal in accordance with their insurance policies terms and conditions.

All accounts are required to be settled the time of veterinary services provision, useless a prior agreement has been made specifically with the practice partners. If for any reason you are unable to make payment for services provided please discuss this matter as soon as possible with a member of staff.

We sincerely hope that you never feel you have cause to complain about the service that has been provided to you by Rufford Veterinary Group Ltd., however, if you are concerned about any aspect the your experience with us please contact the veterinary surgeon or veterinary nurse dealing with your case, if you feel your concerns are not dealt with satisfactorily, please then contact the practice manager in the first instance, then practice partners in writing outlining your concerns. If you feel that your complaint is not dealt with satisfactorily, you may wish to contact the governing body, The Royal College of Veterinary Surgeons.

All documentation, records, radiographs and other visual diagnostic media remain the property of Rufford Veterinary Group Ltd. and will be retained by the practice. The practice is happy to provide copies of records to third party veterinary surgeons as requested if the case is being referred, providing the work has been paid for in full.

Although fees are incurred for the performance of all visual imaging media to cover the cost of carrying out investigations and interpreting the results, any radiographs, ultrasound images or endoscopy media recordings remain the property of Rufford Veterinary Group Ltd.

We offer our clients an out of hours EMERGENCY service which is provided by our own vets. Please be aware this is an emergency only service, for any matter which is not a medical emergency, please contact the practice during normal working hours. To contact the on-call veterinarian please call the normal practice number, you will be then directed to the out of hours emergency service where an agent will take your details and pass them onto the out-of-hours vet, who will contact you as soon as possible. Alternatively, you can call our emergency out of hours service directly on 01253 501185. We do not offer a 24 hour care service for patients who are hospitalised, if a patient is admitted to the practice it will be left unsupervised for periods overnight, but will be checked at intervals deemed necessary by the on-call veterinary surgeon.

Repeat prescriptions for prescription only medications (POM-V, POM –VPS, NFA-VPS) can be given at the discretion of the veterinary surgeon for treatment of animals under our care. We can dispense the medication or write a written prescription. A fee is applicable for written prescriptions. Patients are required to have regular check ups at least every 6 months if long-term medication is required. POM-V medications can be dispensed in quantities for 3 months treatment at the discretion of the veterinary surgeon. Protocols may vary to reflect the clinical assessment of a particular case.

No addition of variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the Practice directors. 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.

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