Our commitment to you
We aim to provide the best veterinary care in both ‘sickness and health’, teach how better preventative care improves and prolongs life, support and help our clients in all aspects of pet care and ownership, ensure financial returns to the practice to allow growth and development and provide a complete veterinary service that every pet deserves and would choose for themselves.
All fees, diet 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 diets used. Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request and will routinely be prepared before admission of all surgical patients – see details below.
Methods of payment
Accounts are due for settlement in full at the end of the consultation, the discharge of your animal or upon collection of drugs/diets.
Your account may be settled using:
- Credit / Debit Card – Switch, Solo, Delta, MasterCard, Visa or American Express
If for any reason your account has not been settled at the end of consultation, the discharge of your pet or upon collection of drugs/diets, a reminder will then be sent. In the event of non-payment, further reminders will be sent which could incur administrative costs. Overdue accounts, after due notice to you, may be referred to our Debt Collection Agency or the County Courts if satisfactory repayment arrangements have not been made with ourselves. This could incur you further costs whilst collecting the debts.
Any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in your account being restored to the original sum together with any fees incurred in the progress.
Inability to pay
If you find yourself in the unfortunate position of being unable to pay your account please discuss this matter as soon as possible with a member of staff.
Pet health insurance
Holmefield Veterinary Clinic supports the principle of insuring your animal against unexpected illness or accidents. Details of insurance policies can be supplied upon request. Please be aware that it is your responsibility to settle your account with ourselves and then reclaim the fees from your Insurance Company.
Whilst we hope that our service does not give you cause for complaint, if you do wish to complain please contact the Practice Manager in the first instance.
Complaints / Feedback
We are always pleased to receive complaints / feedback on the service we provide.
Ownership of records
Case records and similar documents are the property of and will be retained by the Holmefield Veterinary Clinic. Even through a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record e.g. an x-ray, remains the property of the Practice. Upon request copies of records with a summary of the history of your animal will be passed to another Veterinary Surgeon taking over your animal’s well-being.
Variations in Terms and Conditions of Business
No addition or variation of these conditions will bind the Practice unless specifically agreed in writing by the Holmefield Veterinary Clinic Director. Additionally 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.