Chertsey and Woodham Lane Vets Terms & Conditions of Business
Thank you for entrusting the care of your pet(s) to Chertsey and Woodham Lane Vets.
If you require any extra explanation or clarification of any aspects of our terms and conditions, please ask us.
Please note that some of the terms and conditions may not be relevant to you.
1. Registration of your Pet(s)
1.1 In order to provide you with comprehensive veterinary services, it is essential that we maintain accurate records for our clients and patients.
1.2 In order to do this we will periodically ask you to confirm your details.
1.3 If your details (such as phone number, email address or home address) change, please inform us so we can ensure our database is as up to date as possible.
2.1 All fees, food, reception sales and drugs are subject to VAT.
2.2 A price list showing the cost of our most routine products and services is available in the clinic.
2.3 All prices quoted, whether on our price list or in an estimate, are inclusive of the current rate of VAT.
2.4 Fee levels are determined by the time and skill level required on a case and according to the medicines, materials, consumables and diets (food) used.
2.5 Direct insurance claims may be agreed if a successful pre-authorisation application is received. In the event that your insurance company does not cover treatment, you will be required to settle the bill in full.
3. Methods of Payment
3.1 We ask that you pay a consultation/procedure deposit before you see the vet, and then that your account is settled at the end of the consultation, or upon the discharge of your pet, or upon the collection of drugs, food and reception sales.
3.2 Medicines, products or food that is specially ordered in for you, must be paid for at the time of ordering.
3.3 You can settle your account using cash, credit card/debit card; MasterCard, Visa, Delta, Switch, or Apple Pay. We do not accept American Express.
4. Estimates of Treatment Costs
4.1 We can provide an estimate as to the probable costs of a course of treatment.
4.2 Please note that any estimate given is approximate. Often, a pet’s illness will not follow a conventional course and unforeseen expense may occur.
4.3 We will do our best to inform you of any additional costs at our earliest opportunity, depending on your pet’s safety.
4.4 Estimates are valid for 30 days.
4.5 It is impossible to predict the exact course of any disease or medical/surgical procedure, therefore an estimate is an estimation of fees expected to be incurred, it is not a guarantee of final price.
5. Terms of Business
5.1 Any account not settled within 14 days will be sent a reminder.
5.2 After due notice to you, any overdue account will be referred to our debt collecting procedure, and further charges may be levied in respect of costs incurred in collecting the debt.
5.3 Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered and found to be counterfeit, will result in the original account being restored to the original sum, with further charges added in respect of the bank charges and administrative costs.
5.4 If for any reason, you are unable to settle your account we ask that you discuss the matter as soon as possible with us.
5.5 Payment plans may ONLY be sanctioned with the express permission of one of the Directors.
5.6 Acceptance of payment via a direct claim can only be authorised by one of the
5.7 We reserve the right to charge an Administration fee of 5% on balances remaining unpaid 30 days after the date of the invoice. Non-payment after 60 days will result in court action, incurring additional administration charges which will be added to the total debt.
5.8 Failure to comply with payment terms may result in Chertsey And Woodham Lane Vets’ withdrawal of services to you.
6. Veterinary Care
6.1 Chertsey and Woodham Lane Vets will endeavour to provide veterinary services, in accordance with reasonable standards denoted in the RCVS guidelines for practice standards, and the professional conduct of veterinary surgeons and veterinary nurses.
6.2 Guidelines are available at www.rcvs.org.uk
6.3 We reserve the right to refuse to provide veterinary care for clients who appear aggressive and abusive to staff members, this includes using inappropriate or foul language.
7. Pet Health Insurance
7.1 Chertsey and Woodham Lane Vets supports the principle of insuring your pet against unexpected illness or accident.
7.2 You can ask any of our staff about insurance.
7.3 Please be aware that it is your responsibility to settle our account and then reclaim fees from your insurance company.
7.4 It may be possible for us to accept direct claims from some insurance companies; this will be subject to a pre-authorisation check and express permission from one of the Directors. Please speak to a member of staff for details.
8. Out of Hours Service
8.1 Chertsey and Woodham Lane Vets are open Monday to Friday from 8:30am to 6:30pm.
8.2 Outside of these hours, all emergencies are transferred to the care of NSVE North Surrey Vet Emergencies, Park Road, East Molesey.
8.3 If you require emergency treatment for your pet(s) at any time of day or night, please call our usual number 01932 565082, or 01932 989393
8.4 Patients who are hospitalised during our normal working hours, if stable, will be checked and treated according to their clinical needs overnight. If unstable, then they may need to be transferred to our out of hours hospital.
8.5 No staff are present on site (at Chertsey or at Woodham Lane) continually overnight. Night check are carried out as required.
8.5 High dependency cases may be referred for continuous monitoring if required; in this circumstance you are responsible for arranging transport to and from NSVE.
9.1 Written signed consent for procedures is required in all cases of admission to the Practice and any alterations will be agreed prior to action being taken.
9.2 Consent is also required for the use of medications in species or conditions for which they were not licensed.
9.21 A consent form will be provided for you to sign, to allow this to be done.
9.22 Off licence consent is frequently required in small mammals, reptiles, birds, fish, amphibians and invertebrates, as we must use drugs, which have a proven activity and efficiency despite a lack of licence.
9.3 Consent is also required if your pet is hospitalised in our care out of hours.
10. Ownership of Records, X-rays & Similar Documents
10.1 During the course of investigations and treatments, your pet may require blood samples, laboratory tests, X-Rays or ultrasound scans.
10.11 We make a charge for carrying out these investigations.
10.12 We make a charge for interpreting the results, and the time taken to report and discuss the results with you.
10.13 The resulting records, clinical or otherwise, remain the property of Chertsey and Woodham Lane Vets.
11. Complaints & Standards
11.1 We hope that you never feel the need to complain about the standards of service received from Chertsey and Woodham Lane Vets. However, if you feel there is something you wish to complain about, please contact one of the Directors in writing.
11.2 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.
11.3 No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway.
11.4 Chertsey and Woodham Lane Vets are committed to providing an exceptional standard of service and care. We realise, however, that things can go wrong and there may be occasions when you feel your expectations are not met.
11.5 We hope that if this is the case you will give the surgery a chance to put it right. Most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
11.6 If your problem cannot be sorted out in this way, and you wish to make a formal complaint, we would like you to let us know in writing within 6 months.
11.7 An acknowledgement letter will be sent once your formal complaint has been received.
11.8 This will detail the name of the person handling your complaint about the standards of service received from Chertsey and Woodham Lane Vets.
12. Dispensing of Drugs
12.1 Prescriptions are available from this practice.
12.2 You may obtain Prescription Only Medicines, Category V, (POM Vs.) from this practice OR ask for a written prescription and obtain these medicines from another veterinary surgeon or a pharmacy; these will be issued subject to a fee.
12.3 However, you are responsible for sourcing these medications from a suitable and reputable supplier, and should bear in mind that delay in the start of treatment may not be in the best interest of the welfare of your pet.
13.4 A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.
13.5 Chertsey Vets can prescribe POM Vs. only for animals under our care, this means that we must have examined your animal on a regular basis.
13.6 Chertsey Vets can provide POM V medicines, if presented with a prescription from another veterinary surgeon.
13.7 You will be informed, on request, of the price of any medicine that may be prescribed for your animal.
13.8 The policy of Chertsey and Woodham Lane Vets is to re-assess an animal requiring repeat prescriptions at least every 6 months, however in more complicated/unstable cases, re-examinations will be more frequent depending on the professional judgement of the veterinary surgeon managing that case.
13.9 A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.
13.10 We cannot under any circumstances administer medications that have been sourced outside of the clinic (for example, we cannot administer a tablet wormer that you have purchased elsewhere) as we are unable to record the source, transport and storage of the medicine.
14. Return of unused drugs
14.1 We are happy to accept unused medications back into the practice for disposal only.
14.2 However as drugs which have left the premises are no longer fit for resale, no refund can be given.
14.3 Drugs purchased from any other supplier will not be accepted for disposal.
15.1 Consultations are by appointment only
15.2 Except in the case of an emergency when, if possible, a telephone call to the surgery detailing the emergency could be critical in dealing with it.
15.3 We are not currently providing home visits due to COVID, but we can arrange patient transport from your home to our clinic.
16. General Data Protection Regulations
16.1 Chertsey and Woodham Lane Vets will store your data. This includes your title, forename, surname, home address, phone number, and email address.
16.2 If provided, we will store details of your insurance company
16.3 If provided, we will store your bank branch name, sort code and account number (we do this for our Healthy Pet Club direct debits) this information is shared with TrustVet who provide our Healthy Pet Club administration.
16.4 We never allow third party access to your data without your express permission.
16.5 Examples of third parties are:
16.51 Microchipping database to hold your details in case your pet gets lost
16.52 Referral veterinary surgeons and clinics
16.53 Your insurance company
16.54 Hydrotherapists, behavioural consultants and physiotherapists
16.6 Our privacy statement is available in the practice.
16.7 You must give your consent for us to hold your personal data.
16.8 If we do not have your consent to store your personal data then we cannot provide you with veterinary services, as we will not be able to contact you to discuss your pet’s healthcare, or, for example, to send you vaccination reminders
16.9 We require you to sign our GDPR form.