Terms and Conditions of Business

 Thank you for entrusting the care of your pet to Cedar Veterinary Group.

FEES
All fees and costs are subject to VAT at the current rate.  Fee levels are determined by the time and skill required plus consumables used. They also contribute to the costs of running an accredited veterinary practice.  Any fee is available upon request.  You are liable for any fees incurred in the diagnosis and treatment even if your pet is brought to us on your behalf by a relative, friend or employee.

METHODS OF PAYMENT
Except in certain circumstances (see below) any work done must be paid for at the time. We accept Cash, Cheques, Credit/Debit-Switch, Mastercard, Visa and Delta and in some cases relevant vouchers that are valid and in date.

ACCOUNTS
In certain instances (e.g. farm and equine clients), and only by prior agreement, account facilities may be offered.

SETTLEMENT TERMS
Accounts should be settled within 30 days. Should there be a delay in settlement of your account you will be sent two letters requesting your immediate action to settle the account.  If the account is still not settled we reserve the right to refer the account to a debt collection agency.

ESTIMATES OF TREATMENT COSTS
We will be happy to provide an estimate as to the probable costs of a course of treatment. However, any estimate given can only be an approximation as often your pet’s illness will not follow a set course. We will try to alert you on the contact numbers you have given us if we believe the treatment costs are going to exceed the estimate given.  If you are not contactable we will treat your pet as is necessary in its best interests and for the prevention of pain or suffering.

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 staff.  Please not that instalments or part-payments of any account may only be sanctioned with approval of a Practice Partner.

RESPONSIBLE PET OWNERSHIP
We encourage responsible pet ownership; this should include regular vaccination, worm and flea control.  Microchipping is highly recommended and provides a permanent means of identification for your pet.  Please ask for advice on any of these matters.

INSURANCE
This provides peace of mind against unexpected illness/injury or incidents involving third parties.  We are no longer permitted to advise you about individual companies so do take time to check the degree of cover being offered by those available which would be suitable to you.  Please be aware that it is your responsibility to settle our account and then re-claim from your insurance company.  Under certain circumstances we will allow your account to stand until the insurance company pays directly to us. We levy a small fee for completion and processing of each claim.

COMPLAINTS AND STANDARDS
Our standards and procedures are monitored by the Royal College of Veterinary Surgeons in order to retain the practice status as an accredited General Practice. We are fully committed to providing exceptional service and care. Inevitably however, there will be occasions when your expectations have not been met. Most problems can be resolved by discussion with the person concerned at the time they arise. Failing this we request you make a complaint in writing within a month of the incident addressed to one of the Partners. We will reply to your concerns as soon as is practically possible.

OWNERSHIP OF RECORDS
Case records, including radiographs and similar documents are the property of and will be retained by the practice. They can be released to another veterinary surgeon once we have had your authorisation to do so.

OUT OF HOURS POLICY
We provide 24 hour availability and care to our patients.  Out of hours fees charged are greater than those made during the “normal” working day to help support the cost of such service provision.