Our practice terms and conditions are outlined below; please do not hesitate to contact the practice with any queries.
Fees and Estimates
All fees are subject to VAT at the current rate.
Our VAT registration number is 228928865 and is printed on invoices/statements.
Fee levels are determined by time spent on a case, visit charges, out of hours requirements, drugs, materials, consumables, diets. A detailed list of items charged is available for every consultation, surgery and treatment provided.
We will happily provide a written estimate of the proposed costs of a course of treatment.
Please be aware, any estimate given can only be approximate as an animal’s illness may not follow a conventional course.
We do not provide a fixed price quotation.
All accounts are due for settlement immediately.
We require payment at the end of each consultation/visit, when the animal is discharged, or when any diets, drugs or other items are collected.
If payment is not received immediately, an invoice will be generated and must be paid on receipt.
See Payment Methods for the ways you can settle your account.
Should the account not be settled, a reminder will be sent by text message, phone call, e-mail or letter.
A monthly late payment charge of 2.5% of the outstanding balance will automatically be added to your account.
Should it be necessary for additional reminders to be sent, further charges will be incurred.
After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and/or small claims court, further charges will be incurred.
Any cheque returned as unpaid/credit card payment not honoured will result in further charges added in respect of bank charges and administrative costs.
Inability to Pay
If, for any reason, you are unable to settle your account, we ask you to discuss the matter as soon as possible with a member of staff.
All discussions will be held in private and handled with discretion.
Animal Health Insurance
Aireworth Vets strongly supports the principle of insuring your animal against unexpected illness or accidents.
Please be aware it is your responsibility to settle your account with us and then reclaim fees from your insurance company.
Complaints and Standards
We hope you would never have reason to complain about the standards of the service received. However, if you feel there is a matter you would like to bring to our attention please contact the Practice Manager or one of the Partners.
Ownership of Records
Case records includings x-rays and similar documents are the property of, and retained by Aireworth Vets.
A summary of any case history may be passed on by request to another veterinary surgeon or practice.
Aireworth Vets is registered as a holder of data with the Information Commisioner (ICO) and adheres to the principles of the Data Protection Act 1998 by ensuring that personal information is used fairly and lawfully.
Aireworth Vets occassionally receive requests for information about a pet’s vaccination record from kennels/catteries. In the interest of the animal’s health it is our policy to share this information.
We would never divulge information about a client’s account or contact details.
Another recognised exemption to the sharing of data, is if the Practice is asked by the police for information or if disclosures are necessary for a court case or to obtain legal advice.
Out of Hours Service
The practice offers an out of hours service for farm/equine emergencies.
Out of hours services are charged at a rate dependant on the time time of day/night and individual circumstances.
Out of hours services for small animal are automatically diverted to Vets Now who provide a dedicated service.
Pet Home Visits
Small Animal clients can request a home visit during our normal surgery hours.
These are usually scheduled mid-afternoon on weekdays and may not be suitable for all cases.
Home visits are charged at a rate dependant on time taken, staff required and distance travelled.
Dispensing of Medicines
All animals with on-going conditions will require to be checked periodically as determined by the vet in charge of the case.
Checks requiring a consultation or visit will be charged.
Requests for repeat prescriptions must be made at least one day in advance prior to collection (we have to order certain items in).
For routine orders (items in stock), please allow at least 3 hours prior to collection.
A written prescription for the dispensing of medicines elsewhere can be provided on request, a charge is made for this service.
Returning Unused Drugs
We are happy to accept unused medication back into the practice so they can be disposed of safely.
We cannot credit a client’s account when returning unused medication.
According to both the Veterinary Medicines Directorate and the British Veterinary Association’s Code of Practice on Medicines, once stock has been dispensed it may not be accepted back into the dispensary or offered for re-sale because the storage conditions have been beyond the vet’s control.