Terms & Conditions
Filey Veterinary Practice would like to thank you for entrusting us with the care and attention of your pet.
By registering your pet/pets with us you are agreeing to our terms and conditions and that you have read and understood our conditions.
All fees for services and prices for goods (including food and drugs) are subject to the VAT at the current rate. A full breakdown will appear on your receipt/Invoice.
Professional fees are determined according to the level of time spent on a case, and the level of expertise required of the staff looking after your animal.
Payment is due at the time, at the end of each consultation, upon the discharge of your pet from our care or upon collection of drugs and or diets. You may settle your account by cash, cheque, debit/credit card. Card payments can be taken over the telephone for your convenience.
Should your account not be settled we will contact/send you a reminder that payment is due. If no payment is made we shall take further action and your account may include engaging third party debt collection agencies to recover the outstanding amount 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 your account before goods and/or services are provided.
If for any reason you become unable to settle your account, we ask you to disclose this to a member of staff as soon as possible before any treatment take place. Emergency treatment to alleviate suffering to your animal will always be given irrespective of ability to pay.
Estimates can be provided upon request either verbally or in writing at the time of booking the appointment or surgical/dental procedure. Please bear in mind that any estimates given can only be approximate and any additional cost which cannot be predicted at the outset may occur as treatment progresses. We will discuss any such additional costs wherever possible.
Estimates are valid for one month and as these are estimates only, they may not reflect the final true costs incurred.
Prescriptions are available from the Practice, you will be advised of the written prescription charge at the time of order. This charges only applies when you request a written prescription and purchase elsewhere.
Any animal requiring repeat prescriptions will need to be re-assessed every 6 months, this may vary with individual circumstances. There is a charge for a re-examination, details of which will be provided on enquiry.
We strongly recommend the regular use of routine anti-parasitic medication. Many of these products are POMVs and we are allowed to dispense these medications legally without the need of an examination. However this only applies if your animal has been examined by a Veterinary Surgeon in the last 12 months.
Clients are required to give 24 hours’ notice for any requests for a repeat, written prescription or flea and worming treatment.
Please note that we cannot accept the return of any prescription drugs as these cannot be resold but we are happy to safely dispose of any unwanted medication for you.
Ownership of Records
Client and clinical records remain the property of Filey Veterinary Practice Limited.
A copy of clinical records, Radiographs and Laboratory results may be passed on to another Veterinary Surgeon on request with your consent should the need arise.
Please note it is your responsibility to provide us with correct and accurate details.
We never discuss or sell confidential records to any third party.
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 i.e. Laboratory/referral Veterinary Practice, 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 fail to pay your outstanding account.
We pride ourselves on offering a quality service and take clients complaints seriously. But if if have not met your expectations and there is something you wish to raise, we ask that you contact the Practice in writing within 28 days of the complaint –
Filey Veterinary Practice Limited, 1 Station Avenue, Filey. YO14 9AH
Please note we will not tolerate any aggressive or abusive behaviour towards any member of staff.
Any client behaving in such ways will be politely asked to leave the premises immediately and will then be notified in writing to find an alternative Veterinary Practice.
Filey Veterinary Practice strongly support the principle of insuring your pet against unexpected illness or accidents.
Please be aware that this your responsibility to settle our account in full and then to reclaim the fees back from the insurance company.
Please note there is an administration charge for completion of claims forms, which is payable before claims are submitted, this fee is not recoverable from your insurance company.
In most cases, it is usually in the best interest of your pet will receive better treatment if they are brought into the surgery where facilities/drugs and staff necessary to treat them.
However, there are some cases when it may be preferable to provide treatment at your home. We endeavour to come out to your home at your convenience but we ask that you call the surgery in the morning so we can arrange this around other duties. There is an additional charge for a home visit.
In an emergency, out of normal practice hours, we provide an out of hour’s service. Please telephone the Practice and you will be given the duty Veterinary Surgeons contact telephone