PetCare Veterinary Clinic Rustington

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Terms and Conditions of Business

Thankyou for entrusting the health care and welfare of your pet to PetCare Veterinary Clinic. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.


All fees, diets and medication charges are subject to VAT at the current rate. Fee levels are determined by the time and skill level required on each case and according to the medications, materials, consumables and diets used. Fee levels will also have a contribution towards general overhead costs. Any fee is available on request. A detailed itemised breakdown of every consultation is available on request. You are liable for any fees incurred in the diagnosis and treatment of your pet, even if your pet is brought to us on your behalf by a friend, relative, or agent.

Methods of Payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet, or upon collection of medications and diet. You may settle your account using: Cash or Credit/Debit Card – Switch, Solo, MasterCard/Visa and Delta, and in some cases relevant vouchers that are valid and in date. Cheques are also accepted with a valid cheque guarantee card.

Estimates of Treatment Costs

We will happily provide a printed estimate as to the probable costs of a 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. We will try to contact you on the contact numbers you have given us if we believe the treatment costs are going to exceed the estimate costs, however if you are not contactable we will treat your pet as is necessary for the prevention of pain and suffering.

Settlement Terms

Should an account not be settled within 7 days, then a reminder account will be sent. Should it be necessary for further reminders to be sent, further administration charges may be incurred. These however, maybe deducted if payment is made promptly.

After due notice to you the client, overdue accounts will be referred to our debt collection agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administration costs together with interest on the principle sum.

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 a member of staff. Please note that instalments or part-payments of any account may only be sanctioned with the express permission of the Practice Manager.

Responsible Pet Ownership and Pet Health Insurance

PetCare believes in responsible pet ownership. This includes appropriate vaccinations, monthly worming, regular flea control and a permanent means of identification for your pet. Please ask us for advice on the best methods to achieve this. PetCare strongly supports the principle of insuring your pet against unexpected illnesses or accidents. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your insurance company.

Standards and Complaints

PetCare is committed to providing an exceptional standard of service and care. We realise, however, that things can go wrong and there may be occasions when you feel your expectations were not met. We hope that before you complain you will give us the chance to put things right. Most things can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to make a formal complaint, we would like you to let us know in writing within 6 months. An acknowledgement letter will be sent once your formal complaint has been received. This will detail the name of the person handling your complaint and the estimated timeline for any investigation and response.

Ownership of Records

Case records including radiographs, and similar documents are the property of, and will be retained by PetCare. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.

Out of Hours Policy

PetCare shares the out of hours and emergency services with Fitzalan House Veterinary Practice in Littlehampton; this enables us to provide our statutory out of hour’s provision.

Prescription Policy

Prescriptions are available from this practice. You may obtain Prescription Only Medicines, category V, (POM V’s) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy. Your veterinary surgeon may prescribe POM V’s only for animals under his or her care. A prescription may not be appropriate if your pet is an inpatient or immediate treatment is necessary. You will be informed, on request, of the price of the medication that may be prescribed to your pet. The general policy of this practice is to re-assess every 6 months any animal that requires repeat prescriptions, but this frequency may increase, depending on individual circumstances. The standard charge for a repeat prescription consultation is available on request. We reserve the right to charge for prescriptions from 1st October 2008.