Please see the terms and conditions for our practice below

Terms and Conditions.

1. Introduction

Thank you for entrusting the care of your pets to Special Friends Animal Medical Centre. Some of the terms detailed may not be relevant to you and we suggest that you ask for further explanation or clarification if required.
These conditions, unless otherwise agreed in writing, set out the terms on which Special Friends Animal Medical Centre will provide veterinary treatment for your pet.
By requesting that Special Friends Animal Medical Centre treats your pet, you will be deemed to have accepted these terms.

2. Appointments and Emergency Services

All consultations are by appointment during our advertised surgery hours.
For new clients we will as a matter of professional courtesy, contact your previous veterinary practice who has treated your pet. We will need to obtain a copy of your pet's clinical records.
There will be a charge for all veterinary consultations. Certain nurse consultations may be provided free of charge. These will be explained to clients at the time of booking.
Our 24 hour emergency service is provided by our out of hour's emergency service at their premises. All fees charged by the out of hours service are payable to them at the time of consultation.
In the event of an emergency outside normal opening hours, telephone 01527 67402. The recorded message will give you the telephone number of our out of hours service.

3. Fees

A price list showing the cost of many routine products and services can be requested from reception.
We will provide a written estimate for treatment. An estimate is valid for 30 days. It is important that the client appreciates the difference between an estimate and a quote. We will not be bound to an estimate when we can give a reasonable explanation of why costs have increased. The course of your pet's treatment may well change and, while we will make every effort to contact you to discuss additional costs, there may be situations where treatment must be carried out for the sake of the animal's welfare.
Special Friends Animal Medical Centre is a business, we are NOT a charity. We do not offer discounts to individuals receiving benefits etc.
We reserve the right to alter prices.
All prices quoted, whether on our price list or in an estimate, are inclusive of the current rate of VAT.

4. Payment

Full payment is expected at the time of treatment. This does not mean at the end of a course of treatment, this means after every consultation, when you collect a prescription or food, or when your pet is discharged after surgery.
The practice will not give credit to any clients.
It is recommended that clients request a written estimate before treatment is given.
It is the client's responsibility to inform the practice if they believe they may have difficulty in making payments.
Part payment or proof of a method of payment may be requested before any treatment is given.
We accept most forms of payment: cash, credit/debit cards and cheques, however, with the withdrawal of the cheque guarantee service, we may, in certain circumstances, request payment by another method.. We will make an administration charge if a cheque is returned unpaid by your bank.
The practice reserves the right to make penalty charges on outstanding balances. Any costs incurred recovering bad debts will be met by the client.
If payment is not received within 14 days of treatment, action will be taken to recover the outstanding balance.
Outstanding balances over 30 days that have not been pre-agreed with the practice will have a 10% penalty or a £25.00 charge added, whichever is lesser.
Outstanding balances over 60 days will have a further 10% penalty added. At this stage a debt collection agency will be used to recover the outstanding balance. This may lead to legal action being taken to recover the debt. Any court fees incurred will be recovered from the client.

5. Pet Insurance

We recommend that clients take out health insurance for their pets. This will ensure that any treatment decision is made on the grounds of clinical excellence rather than cost.
Pet insurance is a contract between you and the insurance company.
We will fill out repeat claim forms on your behalf; this is a free service we offer our registered clients.
We will, if appropriate, support you in communicating with your insurance company. For instance, to discuss their failure to pay out on a claim.
Please note that if we are making a claim on your behalf, all excesses to policies must be paid direct to the practice at the time these fees are incurred.
If clients are concerned about their insurance company covering the cost of as course of treatment, we recommend they contact the insurance company first to arrange pre-authorisation for treatment.

6. Radiographs and Clinical Records

Radiographs are the property of the Practice. Although we make a charge for producing and interpreting them, the ownership of the resulting radiograph remains with the practice.
We also retain ownership of clinical records and test results relating to your pet's treatment. You may inspect these by appointment, but we are not obliged to release them to you.
We will, if you wish to seek a second opinion or move to a new practice, supply all records and test results etc. directly to the new practice.
The client will be responsible for any postage costs etc. arising from the transfer of records etc.

7. Prescriptions

Prescriptions are available for any Prescription Only Medicine (POM-V, POM-VPS or NFA-VPS) required to treat any animal under our care (POM-V only). These medicines may be obtained from us or you may ask for a written prescription to obtain these medicines from another veterinary surgeon or pharmacist or merchant (POM-VPS, NFA-VPS). A fee is chargeable for the prescription itself. Consultation fees will apply in either case. Please refer to the notice in reception.

8. Referalls

It may be necessary to seek a second opinion from a specialist veterinary surgeon. This may mean sending radiographs, or your pet may have to be seen at a specialist referral centre.
We recommend that clients ask referral practices for an estimate before treatment begins.

9. Complaints and Standards

Special Friends Animal Medical Centre aims to provide the highest standard of care for you and your animals, and we hope that you never have cause to complain. However, any complaint should in the first instance be made in writing to the directors. If the problem is not resolved at this stage, you may wish to contact our governing body, the Royal College of Veterinary Surgeons.
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 directors. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way