Thank you for entrusting the care and attention of your animal to Newnham Court Veterinary Group, Bearsted Road, Maidstone, Kent ME14 5EL.
This details our Company Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation or clarification if required. We reserve the right to alter these terms and conditions of business.
All fees, diet foods 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, materials, consumables and diet foods used. Current fees for routine procedures and consultations are displayed in the waiting room.
You will receive a detailed invoice for every consultation, surgical procedure or transaction with us.
Methods of payment
You may settle the account using:
- CHEQUE payable to ‘PETS Ltd’ with current Banker card
- CREDIT/DEBIT CARD – Maestro, Solo, MasterCard, Visa, Delta. We do not accept American Express
- Estimates of 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.
Our settlement terms depend upon the type of animal being seen.
The Veterinary Hospital
Bills are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diet foods. We cannot offer account facilities via The Veterinary Hospital.
Equine Veterinary Clinic
Unless prior arrangements have been made for the setting up of an account, bills are due for immediate settlement. You may apply for a 14 day account. Invoices are issued twice a month and must be paid within 14 days.
Should a bill not be settled within 14 days, then a reminder will be sent. Should it be necessary for further reminders to be sent, administration charges and interest will be levied. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our Bank as unpaid, any Credit Card payment not honoured and any Cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.
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 our Accounts staff.
Please note that instalments or part-payments of any account may ONLY be sanctioned by a member of our Accounts Department (direct telephone number 01622 632841), available 9.30 a.m. to 4.30 p.m., Monday to Friday.
We do not routinely offer discounts apart from the exceptions below:
For companion animals we will discount vaccination fees for three or more animals belonging to the same client that are vaccinated at the same time. Our Pet Health Club members also receive discount on consultations and services
Clients who provide a significant source of income to the practice and who pay at the time of treatment may apply for a discount at the discretion of the Directors. If such a discount is negotiated, it will only apply to certain drugs and services. Laboratory and other fees levied on us by external companies will not be discounted as we charge these out at cost. Please request more information from the Practice Administrator.
We strongly support the principle of insuring your animal against unexpected illness or accidents. By law, as an authorised Vet Sure Representative we can give general advice about insurance and send direct claims (for Vet Sure Clients Only) to the insurance company. For all other insurance policies please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company. Where an owner has elected to obtain insurance to assist in the payment of veterinary bills, special conditions pertain:
We have no knowledge of the basis, terms and conditions of provision of insurance for an animal. Clients must therefore take care to know and understand these clearly through discussion as required with their chosen insurance company.
We comply with RCVS guidelines in respect of completing claims forms. Any disputes arising from slow settlement of claims should be expressly directed to the clients’ chosen insurance company.
In any matter where an insurance company requests information in respect of claims settlement, we reserve the right to charge the owner accordingly and on each occasion.
Prescriptions are available from this company at an additional cost. You may obtain Prescription Only Medicines, Category V, (POM Vs) from us OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. Your veterinary surgeon may prescribe POM Vs only for animals under his or her care. The veterinary surgeon may only prescribe the minimum amount of product needed for the treatment course. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be prescribed for your animal. The general policy of this company is to re-assess an animal requiring repeat prescriptions every three (3) months, but this may vary with individual circumstances. A consultation fee will be charged (see price list displayed in waiting room). The current prices for the ten POM Vs most commonly prescribed or supplied during a standard three month period are displayed as per RCVS requirements. Further information on the prices of medicines is available on request. A copy of our full Prescription Drug price list can be purchased.
We do not routinely fill prescriptions from other veterinary practices.
We hope that you never have recourse to complain about the standards of service received from the Newnham Court Veterinary Group however, if you feel that there is something you wish to complain about, please direct your comments in writing to the Customer Service Manager.
Case records are the property of, and will be retained by, Newnham Court Veterinary Group. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case. As per Royal College of Veterinary Surgeons Guidelines, we reserve the right to charge an administration fee for providing such copies.
Ownership of radiographs and similar records
The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph remains with the company.
We are registered under the Data Protection Act of 1998 to keep your personal information for accounting and record purposes. We will not divulge your details to other agencies except for debt collection purposes. We will use the data that we have on file to contact you with information beneficial to your animal’s health, for example vaccination reminders, drug recall information, other products which may be relevant, and newsletters. If you DO NOT want us to send you such information, please advise the Customer Service Manager in writing.
We reserve the right to charge a fee for appointments that are made and not attended.
No addition or variation of these conditions will bind the company 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 company has the authority to alter or vary these conditions in any way.