We will provide you with a first class service.

We will provide your animal with the highest standard of treatment and care.

Fees

All fees, diet and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction.

Methods of payment

Accounts are due for settlement in full at the end of the consultation, the discharge of your animal or upon collection of drugs/diets. A 50% deposit is required prior to all surgical procedures.

Your account may be settled using:

Cash

Credit / Debit card – Switch, Solo, Delta, Mastercard or Visa.

Estimates of treatment costs

We will be pleased to provide a written estimate as to the probable costs of treatment, but please bear in mind that any estimate given can only be approximate as sometimes an animal’s treatment will not follow a conventional course.

Settlement terms

If for any reason your account has not been settled at the end of the consultation, the discharge of your pet or upon collection of drugs/diets, a statement of account will then be issued at the end of the month. In the event of non payment within the following month, further reminders will be sent which will incur administrative costs. Overdue accounts, after due notice to you, will be referred to our Debt Collection Agency if satisfactory repayment arrangements have not been made to us.

Ownership of records

Case records and similar documents are the property of and will be retained by Rouken Glen Veterinary Surgery. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record e.g an x-ray, remains the property of the Practice. Upon request, copies of records with a summary of the history of your animal will be passed to another Veterinary Surgeon taking over your animal’s well-being.

Pet health insurance

Rouken Glen Vets strongly recommends the principle of veterinary insurance to protect against the unexpected fees incurred following illness or accident.

We recommend you have pet insurance and can provide you with any information you may require. It is your responsibility to settle your account with us and then reclaim the fees from your insurance company.

Complaints

Whilst we hope that our service does not give you cause for complaint, if there is something you wish to bring to our attention, please contact the Practice Manager in the first instance.

Compliments / Feedback

We are always pleased to receive compliments / feedback on the service we provide.

Variations in Terms and Conditions of Business

No addition or variation of these conditions will bind the Practice, unless specifically agreed in writing by the partners. Additionally, no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in any way.