Terms & Conditions

FEES

All fees, food 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 food used.

We will happily provide a written estimate as to the probable costs of a course of treatment or surgery. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course. A receipt can be provided on completion of treatment.

METHODS OF PAYMENT

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using cash, credit/debit card or Bank transfer – Sort Code: 404702 Account number: 11304941 Quoting your surname and invoice number

SETTLEMENT TERMS

Should an account not be settled within 7 days, then a reminder will be sent. Should it be necessary for further reminders to be sent, further charges may be incurred. After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency or the County Court 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.

INABILITY TO PAY

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter before treatment commences with the Practice Manager or other senior member of staff.

PHOTOGRAPHY AND MEDIA

Occasionally, photographs will be taken around the practice for educational and marketing purposes. Please let us know if you would prefer your pet not to be included in these.

PET HEALTH INSURANCE

Forest House Veterinary Group strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurers.

COMPLAINTS AND STANDARDS

We hope that you never have cause to complain about the standards of service received from Forest House. However, if you feel that there is something you wish to bring to our attention, please direct your comments in the first instance to the Practice Manager.

OWNERSHIP OF RECORDS, RADIOGRAPHS AND SIMILAR RECORDS

Case records, radiographs and similar documents are the property of, and will be retained by Forest House. Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case.

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 result, ownership of the resulting record, for example a radiograph remains, by law, with the practice.

CONSENT

Written consent is required for all treatment where pets are admitted to the hospital. Consent is also required for the use of medications not licenced for the use in small animals.

REPEAT MEDICATION AND WRITTEN PRESCRIPTIONS

It is necessary to meet legal obligations and for the welfare of you pet, for us to re-examine animals on long term medication at intervals no longer than every six months. An examination fee will be charged for this consultation

Please ask the vet or at reception if you require a written prescription for your pet. There is a charge for each prescription.

RETURN OF UNUSED DRUGS

We are able to accept the return of drugs for disposal only. Unfortunately, drugs that have left the premises cannot be refunded.

DATA

Keeping data about our customers and their pets is a requirement of our business for the services we provide. This data is only used by the practice, and we will not disclose your personal data to any third party except in relation to the treatment of your pet i.e. laboratories or referral centres. We have strict security measures to protect Personal Data. Our privacy policy can viewed at www.foresthousevets.com

OUT OF HOURS PROVISION

We are proud to offer 24/7 in-patient care for your pet from our Windsor Hospital with a nurse on-site. One of our vets will be on-call from 8am to 9pm Monday to Friday and 8am to 5pm at weekends and on bank holidays. Outside of these hours, your call will be diverted to our emergency service partner. Should you require your pet to be seen outside our opening hours, a surcharge will apply starting at £135.92.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the Practice Principal. January 2023