Adelaide Veterinary Centre is the trading name of Adelaide Clinic Limited registered in England and Wales with registration number 07188781and whose registered office address is Long Lane, Bursledon, Southampton, SO31 8DA. This document sets out the terms of the contract established between us (Adelaide Clinic Limited) and you (the registered animal owner or individual requesting veterinary services) which comes into being when you register your animal with our veterinary practice or when you ask us to provide veterinary services.
Should you have any queries regarding any aspect of these terms of business please do not hesitate to ask us for further clarification.
General Terms (applying to the provision of all goods and services)
Estimates are provided verbally either at the time of booking the appointment or during the consultation itself. Written estimates are available on request. All estimates given are only approximate, and the final fee could be higher or lower than this estimate depending on complications during treatment and the patient response to treatment. We will endeavour to contact you as soon as we have reason to believe that the costs could be significantly higher than the estimate.
All fees for services and prices for goods (including food, accessories and drugs) are subject to VAT at the applicable rate (currently 20% for standard-rated items). Prices for goods are as marked or notified at the point of purchase. A full fee breakdown will appear on your invoice.
Fees for services include our professional fees in respect of the veterinary services provided along with the cost of any drugs, materials or consumables used in the provision of the services. Professional fees vary according to the time spent on a case, and the level of expertise required of the staff looking after your animal.
You must pay for all goods (including drugs) at the point of purchase. You must pay for all services as they are received. You will be advised exactly when payments are due depending upon the nature of the services that we provide to you but you should expect to make payments at the end of each consultation and upon the discharge of your pet from our care. In the event that your pet is hospitalised we may require part payment in advance of any period of hospitalisation and/or stage payments for longer periods of hospitalisation
Payment is accepted by cash or debit/ credit card. Please note that if a pet is registered with our practice we will assume that any person other than the registered pet owner who may bring the pet in for treatment is duly authorised by the registered pet owner to seek treatment for the pet and to incur costs for which the registered pet owner will be liable. Where a pet is not registered with our practice we will assume that the individual requesting treatment accepts liability for all costs incurred.
If you become unable to pay your account according to the standard terms, this must be discussed with the veterinary practice as soon as possible.
In the absence of any other arrangement agreed with the practice, accounts not settled within one month of falling due will be subject to a late payment charge of £25.00. Accounts not settled within a further month will be subject to an additional late payment charge of £40.00.
If you do not pay your invoice when it falls due, we shall take such action as we consider appropriate to recover our fees which may include engaging third party debt collection agencies to recover the outstanding fees and/or instigating proceedings against you in the county court. In such cases, any costs levied by the debt collection agency will be added on to the outstanding balance owed by you and/or we will seek to recover any legal expenses from you. Please note that the use of debt collection agencies and the county court could affect your future credit rating.
We shall be entitled to suspend the provision of any further goods and/or services until you have paid any outstanding sums in full. Where we consider it appropriate to do so we may require payment on account before goods and/or services are provided.
Written prescriptions are available from this practice.
You may obtain Prescription Only Medicines Category V (POM Vs) from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. You will be advised of the written prescription charge when you contact the practice. Written prescription charges are applied only when you request a prescription from us but go elsewhere to have the prescription filled.
Your veterinary surgeon may prescribe POM Vs only for animals under his care. Animals requiring repeat prescriptions will need to be re-assessed periodically by the veterinary surgeon dealing with the case. The re-examination interval will vary between clinical cases but the general policy is to re-assess an animal requiring repeat prescriptions every 3 months. There is a charge for a re-examination, details of which will be provided on enquiry.
A written prescription may not be appropriate if your animal is an in-patient or if immediate treatment is necessary.
Please give us 48 hours’ notice for any requests for a repeat or written prescription.
You will be informed, on request, of the price of any medicine that may be prescribed for your animal.
Further information on the prices of medicines is available on request.
Please note that we cannot accept the return of any prescription drugs as such items cannot be resold. If you wish us to safely dispose of any unwanted medication, we can do so.
Client and clinical records, and other such similar documents (including, but not limited to, digital imaging results), are and shall remain the property of Adelaide Clinic Limited. Copies of clinical records may be passed to another veterinary surgeon on request should you move surgeries.
We never discuss or sell confidential records to any third party other than if you move surgeries or are referred to another veterinary surgeon.
Our liability in respect of all and any claims, damages or losses arising in respect of the goods and/or services provided by us or arising in connection with any attendance at our practice or attendance at any property by one of our vets shall be limited in accordance with our insurance cover. In the event of any uninsured claims, damages or losses our liability shall be limited to the value of the goods and/or services to which the claim, damages or loss relates.
When you register your animal with our practice or request that we provide veterinary services we will collect personal data about you. We will only collect data that we need to perform the services, take payment or contact you such as names, contact details and possibly some financial details. Please note that we may pass your details to debt collection agencies or our legal advisers for the purpose of recovering unpaid fees if you do not pay invoices when they fall due. From time to time we may also use your contact details to provide you with information about new services or special offers offered by the Adelaide Clinic Limited.
We comply with the Data Protection Act 1998 and will take reasonable precautions to ensure that your data is kept securely, used appropriately and is not shared with third parties except as required for the purposes outlined above. You are entitled to be provided with details of the data that we hold about you upon request.
We pride ourselves on offering a quality service, and take customer complaints seriously. Should we not meet your expectations on any aspect of our service please discuss this in the first instance with Martin Fogden or the consulting Vet as soon as possible. If a satisfactory resolution cannot be reached, please forward your complaint in writing to Martin Fogden at Adelaide Veterinary Centre.
If we are unable to resolve your complaint you may complain to: The Royal College of Veterinary Surgeons, Horseferry Road, London. We will co-operate fully with any investigation the RCVS may undertake.
We strongly support the principle of insuring your pet against unexpected illness or accidents. Subject to satisfactory insurance with an approved insurer, the practice can, at the client’s request, submit a claim directly to the insurer. In such cases, the client must pay the excess and any excluded amounts at the end of the consultation or upon demand and, in the event that a claim is refused by the insurers, will remain liable for our fees. In the event that an insurer fails to acknowledge our claim or respond to communications from us within 30 days we may treat this as a refused claim and may seek to recover the full cost from you. You may, of course, seek to recover the costs directly from your insurer should this occur. The practice does not make any charge for this service.
In most cases your pet will receive better treatment if it is brought into the surgery where we have the equipment, facilities and staff necessary to treat them. However, there are some cases when it may be preferable to provide treatment at your home.
We ask that if possible you call the surgery in the morning so we can arrange this around other duties. There is an additional charge for a home visit. You will be provided with an estimate of fees when calling to book a visit.
Out of hours care and hospitalisation
We have provisions in place to provide emergency care for outside normal surgery hours. This is provided by Vets Now. Any fees incurred during the out of hours times will be payable directly to Vets Now. Further details are available in the practice or under Surgery Hours on the website.
If your animal requires transportation to a specialist or to Vets Now it shall be your responsibility to arrange this. You shall be liable for all costs and risks of transporting your animal.
The safety of the pet, the client and our staff are of the highest priority. Where a risk is perceived measures to restrain of your pet may be required including the application of a muzzle or providing appropriate sedation. It is important for clients to realise that our patients can have the potential to be dangerous and the advice of our professional staff is to be followed.
We also require, for your pet’s and other pet’s safety, that all cats must be kept in baskets in the waiting room and all dogs must be kept on a lead.