Register your pet

You can register your pet or pets with us without coming in to the practice. Simply fill in the form below. Afterwards, we will be happy to see you at our surgery for any treatment your pet needs.

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Terms and conditions

NORTH DOWNS VETERINARY GROUP 

TERMS AND CONDITIONS OF BUSINESS 

This document details our Practice Terms and conditions.  Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.

Should you not agree to any of these terms and conditions please let the veterinary surgeon know. 

FEES

All fees, diets 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 and consumables used. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us. 

METHOD OF PAYMENT

Accounts are due for settlement at the end of the consultation, on the discharge of your pet or on collection of drugs/diets.  You may settle the account using:

Cash, cheque – supported by current banker card, or credit/debit card.

ESTIMATES OF TREATMENT COSTS

We are happy to provide a written estimate as to the probable costs of a surgical procedure or course of treatment.  Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course. 

SETTLEMENT  TERMS

Should an account not be settled within 14 days, then a reminder will be sent with an additional accounting fee in respect of the administrative costs incurred.  Should further reminders be necessary, further charges will be incurred.  After due notice to you, overdue accounts will be referred to our debt collection agency and further charges will be levied in respect of collection of the debt.  Any cheque returned by our bank as unpaid will result in the account being restored to the original sum with the addition of further charges in respect of bank charges and administrative costs. 

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 the Practice Manager.  Please note that installments or part payments of any account may ONLY be sanctioned with the express permission of Sheena Milne. Should your account remain outstanding for over three months we reserve the right to refuse to treat any animal belonging to you and to ask that you register with another veterinary practice.

PET HEALTH INSURANCE

The North Downs Veterinary Group strongly supports the principle of insuring your pet against illness or accidents. Any member of staff will be happy to supply details of insurance. Please be aware that it is your responsibility to settle your account and then reclaim the fees from your insurance company.

IN-PATIENT CARE

If your pet has to stay in overnight with us, regular checks will be made by one of our nurses. The frequency of these checks is determined by your pet’s needs.  As a minimum a check will be made last thing at night and first thing in the morning, but a nurse may visit several times during the night should the vet in charge of the case decide it is necessary. On the rare occasions when constant monitoring is required we can arrange to stay with your pet or may have to refer your pet to a veterinary hospital where a dedicated night staff care team will be on hand at all times. At weekends, when the practice is not on call, your pet may be transferred to the duty practice. This will only be done if the vet considers it is best to do so and with your permission. The welfare of your pet is always our primary concern and whatever is decided you can rest assured it is in their best interests.

COMPLAINTS AND STANDARDS

We hope that you never have recourse to complain about the standards of service received from us.  However, if you feel that there is something about which you wish to complain, please direct your comments in the first instance to the Practice Manager.

OWNERSHIP OF CASE RECORDS, RADIOGRAPHS AND SIMILAR DOCUMENTS.

Case records including radiographs and similar documents are the property of, and will be retained by, The North Downs Veterinary Group.  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 results, ownership of the record will remain within the practice. 

USE OF “OFF-LABEL” MEDICINES 

When an animal is under the care of the practice there may be occasions when it will be necessary to use authorized human or veterinary medicines which may not specifically be authorized for use in this particular species (“off-label” medicines). In accepting the terms and conditions of this Practice you are giving permission for use of such medicines, provided the veterinary surgeon prescribing them has explained any known side-effects or attendant risks associated with their use and, in giving permission for their use, you accept any attendant risks.