Ryedale Vets Terms & Conditions
Registered name: Ryedale Vets Ltd
Fees
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent working with client and patient and according to the drugs, materials, consumables and diets used. Written estimates will be offered prior to the commencement of treatment.
You will receive a detailed invoice for every consultation, surgical procedure or transaction with us. If you have any queries relating to the invoice please raise it with us within 14 days of the date on the bill.
Methods of Payment
Accounts for all small animal and new clients are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets.
Clients may settle their accounts in person with card, cash or cheque; by phone with card or by BACS.
Estimates of Treatment Costs
We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can be only approximate – often an animal’s illness will not follow a conventional course.
Terms of Business
Payment is required at the time of treatment. If for any reason the account is not settled within 14 days, additional costs as reminders need to be sent out. Should it be necessary for further reminders to be sent, further charges will be incurred. These however, may be 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; production of report, correspondence, court fees, attendance at court, phone calls, home visits etc. This may raise the original veterinary fees by at least 8%. Any cheques 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 administrative costs together with interest on the principal 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 part-payments of any account may ONLY be sanctioned with the express permission of the Director of Ryedale Vets.
Pet Health Insurance
Ryedale vets strongly supports the principle of insuring your pet against unexpected illness or accidents. You can ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your insurance company. If you require us to complete the insurance form, a small admin fee will be applied.
Client Data
All client personal data is held by Ryedale Vets under the GDPR data protection rules. Please see our General Privacy Policy for further details.
At times, client data may need to passed on to external business, for example when referring a pet for specialist treatment or adjunctive therapies. In these circumstances, the client will be contacted to gain permission for their data to be submitted to the external business.
Ownership of Records
Case records and similar documents are the property of, and shall be retained by Ryedale Vets. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.
Ownership of X-Ray and Similar Documents
The care given to your animal may involve specific investigations, for example taking x-rays or ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting records, for example an x-ray image, remains the property of the practice.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Director of Ryedale Vets. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway.
Surgery Opening Times
Monday – Friday: 8:30am to 7:00pm
Saturday: 9:00am to 1:00pm
Pre-booked consultations are available 9am-7pm Monday – Friday and 9am – 1pm Saturday.
All other times we are available to contact for out-of-hours emergencies, call either 01439 771166 or 01751 472204
Complaints & Standings
We strive to provide a responsive and excellent service to our clients at all times. If the practice has not lived up to these high standards, please let us know as we will want to put it right.
Concerning the treatment of your animal
Please contact the vet concerned in the first instance either by telephoning 01751 472204 or by email enquiries@ryedalevets.co.uk.
If you are not satisfied with the response, you can take the complaint up with the Practice Manager.
Concerning the treatment of you by any member of our staff
If your concern is about the responsiveness and helpfulness from our team, please contact the Practice Manager.
If we are unable to satisfy your concerns at this practice, you can refer us to the regulatory body for standards of professional conduct for veterinary surgeons – The Royal College of Veterinary Surgeons, who can be contacted on 020 7222 2001.