Terms and Conditions of Business
OUR COMMITMENT TO YOU
Thank you for entrusting the care and attention of your
pet to Bicester Vets. We will endeavour, at all times,
to provide you with a very high standard of veterinary
treatment and care. Our focus is the health and wellbeing
of your pets as well as the wishes of you as the owner.
FEES AND PAYMENT
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 plus the drugs, materials and consumables
used. Details of our fees are available on request. Fees
are due for settlement at the end of the consultation, the
discharge of your pet from hospital or upon collection of
prescriptions or diets. You may settle the account using
cash, cheque or credit/debit cards. A detailed printed
receipt is available on request. Please retain all receipts.
ESTIMATES OF TREATMENT COSTS
We will happily provide an estimate of costs for treatment;
however, this can only be a guide, as often a pet’s illness
will not follow a conventional course. We will endeavour
to keep you informed of costs along the way especially
when it seems likely that an estimate may be exceeded.
If for any reason settlement has not been made at the
time of treatment an account will be issued at the end
of the month. Should this account not be paid then
administration fees will be added. If the debt remains
outstanding it will be referred to a debt collection agency
and further charges will be levied in respect of costs
incurred in collecting the debt such as correspondence,
court fees, phone calls etc. Any cheque returned to us
unpaid or credit card not honoured will result in the
original account being reinstated with further charges
added to cover bank charges and administrative costs.
INABILITY TO PAY
If for any reason you are unable to settle your account
in full, we ask you to discuss the matter with a member
of staff as soon as possible. Please note that instalments
or part payments may ONLY be sanctioned with the
express permission of a Director and please note that
these are not routinely offered.
PET HEALTH INSURANCE
Bicester Vets strongly supports the principle of insuring
your pet against an unexpected accident or illness.
Please ask for details about insurance from one of our
receptionists. Please be aware that it remains your
responsibility to settle your account with us then reclaim
the fees from your insurance company. Under Financial
Services Authority rules we are not able to deal directly
with your insurance company (unless it is Petplan). We
can fill out specified sections of your claim form and
write reports to you to help back up a claim.
We hope that you never have recourse to complain
about the standards of service received from Bicester
Vets. However, if you do, we would gratefully receive your
letter addressed to The Directors and will endeavour to
reply and investigate complaints promptly.
We are always pleased to receive feedback whether it
is good or bad. Please feel free to give us your thoughts
so that we at Bicester Vets can continue to improve
OWNERSHIP OF RECORDS
Case records including radiographs and similar
documents are the property of, and will be retained by,
Bicester Vets. Copies will only be passed on to another
veterinary surgeon taking over the case.
DISPENSING OF MEDICINES
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 a pharmacy. Your veterinary
surgeon may only prescribe POM Vs following a clinical
assessment of an animal under his or her care. A
prescription may not be appropriate if your animal is an
in-patient or immediate treatment is necessary.
The general policy of this practice is to re-assess any
animal requiring repeat prescriptions every 3-6 months,
but this will vary with individual circumstances. There is a
standard charge for this re-examination as outlined in our
prices sheet. Please ask if you require further clarification
of this point as each individual situation is different.