Madra Veterinary Clinic Service Terms & Conditions

OUR CONTACT WITH YOU

You can register with us online via our ‘Register Your Pet’ page. When you complete your online registration with us, our acceptance of your registration will only take place once you receive an email from us confirming that we have accepted your registration, at this point a contract now exists between you and us. An email simply acknowledging or confirming that we have received your registration form shall not be treated as confirmation that we have accepted your registration.

 

You can register with us at our practice. When you register with us at our practice, our acceptance of your registration will take place when the practice confirms to you that we have accepted your registration, at which point a contract exists between you and us. A copy of these terms can be found online at all times and we encourage you to read them in depth when you register.

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PRICE AND PAYMENT

All fees, diets and medicine charges are subject to VAT at the current rate.  

 

Accounts are due to be settled at the end of the consultation, the discharge of your pet, or upon collection of medicines/diets. You may settle your account using:

• Cash

• Credit/Debit Card – Mastercard, Visa

 

TREATMENT COST ESTIMATES

We will be happy provide you with a written estimate as to the probable costs of our recommended course of treatment. Please be aware that any estimate given is only approximate, and then often a pet’s illness or clinical procedure does not follow a conventional course. As experienced vets, we endeavour to provide accurate estimates at the time of admission to our clinic.

 

PAYMENT AT THE TIME

Payment must be made at time of consultation or on receipt and also applies to insurance claims. If an account is not settled within 14 days, then we will send a reminder which includes an additional accounting fee in respect of administrative costs incurred. Should we be required to send further reminders, further additional charges will be incurred in-line with the above. These additional costs may however, be deducted if payment is made to us promptly. If no payment is received following multiple reminders, we will provide adequate notice to you the client, of overdue accounts and you will be referred to our Debt Collection Administrator. At this point 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 Credit/Debit Card payments not honoured and any Cash payments that are found to be counterfeit will result in the original balance of account being restored plus further charges added in respect of bank charges and Administrative costs together with interest on the principal sum.

 

If you have a valid Pet Health Club plan for your pet at the date that we provide the veterinary services:

(a) Where your Pet Health Club plan includes the cost of any veterinary services, you will not be required to pay the practice for those veterinary services (up to any limits set out in your plan); and

(b) Where your Pet Health Club plan includes discounts on the price of veterinary services, we will apply those discounts to the price that you are required to pay for those veterinary services (up to any limits set out in your plan).

 

 

IF YOU ARE UNABLE TO PAY

 If you are unable to pay for the veterinary services that we have provided, we are only obliged to fulfil our minimum legal responsibilities and professional regulatory obligations in respect of the animal under our care. If, for any reason, you are unable to settle your account as required, we ask you to inform a member of staff immediately. Please note: we are not a registered micro lender and legally we cannot offer instalment plans or part-payments of any account.

 

PET HEALTH INSURANCE

The Madra Veterinary Clinic Ltd 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 note that it is your responsibility to settle your account and then reclaim the fees from your Insurance Company.

 

COMPLAINTS & STANDARDS

We hope that you never feel the need or obligation to complain about the standard of service received from Madra Veterinary Clinic Ltd. However, if you feel that there is something you wish to discuss or write a formal complain about, please direct your comments in the first instance to a Director.

 

OWNERSHIP OF RECORDS

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

 

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 practice.

 

DATA PROTECTION

We take the privacy, including the security, of personal information we hold about you seriously. For more information on how we process any personal data that we collect from you or that you provide to us, please refer to our Privacy Policy and Website Terms of Use.

 

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. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway. We may, from time to time, revise these Terms and Conditions.

 

These terms were last updated on 12 September 2023.