Terms and Conditions

Please note that our Terms and Conditions will be revised at regular intervals and this section will be updated accordingly (October 2019).

FEES

Our procedure fees are a sum of time spend, equipment and consumables used and drugs applied/prescribed. If we have work done by out of house providers on your behalf (such as laboratory tests or cremations) we will charge you at the same rate as the provider charges us. Microchips are exempted from VAT.

Please note that out of hour calls (from 5:00pm to 9:00am, also Saturdays after 11:30am, Sundays and Bank Holidays) are subject to additional out of hour charges.

The current VAT rate is to be applied to all service- and drug charges.

ESTIMATES

Approximate estimates can be given on request. Where estimates are given by reception- or veterinary staff (verbally or in writing), it has to be stressed, that it is in most circumstances impossible to predict exactly how a patient is going to react to certain medications or (surgical) treatments. Therefore the final costs maybe higher or lower than first anticipated. Should the final costs turn out to be significantly higher than the estimate given, we will do our best to inform you as soon as possible.

PAYMENT TERMS

We prefer payment by cash or card (Debit, Visa, Maestro, Switch), but we do accept Credit cards, cheque or bank transfer.

Should the situation arise that you feel that you are unable to pay outstanding fees to us, we ask you to contact the Practice Manager immediately to try to get the situation solved. In certain cases monthly instalments can be arranged, but these arrangements are exceptions and not normal practice policy.

Small animal fees are due to be paid at the end of consultation or at the time of discharge of your pet/collection of drugs. Farm accounts and equine bills are due for settlement within 30 days of the date of the invoice.

DISPUTES AND COMPLAINTS

Please take the time and read our COMPLAINTS POLICY section.

NEW CLIENTS

Whilst we are generally happy to take on new clients, registration is subject to

  • your permission for us to obtain all your animal's recent clinical history
  • your assurance that your pet is only registered at one vet at a time
  • that, depending on the distance between your home and the practice premises, we might not be able to provide you with (emergency) home visits (please clarify prior to registration!).

We are happy to provide emergency treatment for “passing clients” e.g. holiday makers, but we reserve the right to obtain all relevant clinical history and your regular vet's permission to see your pet.

DATA PROTECTION

Please take the time and read our PRIVACY POLICY section.

OWNERSHIP OF RECORDS

All patient records and documents such as x-rays and blood results will remain property of Dulverton Vets Ltd.. Copies can be obtained. We will never pass any records on to third parties unless requested for new registration with another vet or for a second opinion by an out of house provider. This would in no case ever happen without the owner's explicit consent.

INSURANCE

As an individual Veterinary Practice we have decided not to encourage any particular animal insurance providers or to make registration subject to providing evidence of an existing insurance cover.

Should you wish to claim for any of our services with your pet insurance company, our policy states, that we are getting paid at the time of consult or discharge and that it is the responsibility of the animal's owner to get reimbursed by the companies directly. Please provide us with all relevant paperwork so we can fill in the “vet's section” (a small administration fee applies).

PRESCRIPTIONS

Prescription only veterinary medications (POM-V's) can be obtained from the counter as long as the animal is under our care and has been regularly seen (in most cases every 6 months) and checked by our vets. Repeat prescriptions are subject to these checks, which might include further diagnostics (e.g. blood tests) to be completed.

Repeat prescriptions can be ordered in advance by email or phone during surgery hours (please give 24 hours notice where possible). All drugs must be paid for on collection.

HOME VISITS

We generally encourage pet owners to bring their animals into the surgery, as there will be equipment, staff and facilities at hand. However, if this is not possible, we ask you to ring to book a home visit. Depending on the situation you might have to wait for the next available vet to come out to you. Please be aware, that we do not entertain a pet ambulance service. Our vehicles are not equipped to transport your pet, nor do we have the necessary insurance cover to provide this service. Home visits are charged at a fixed rate, please ask for details at the time of booking.

OUT OF HOURS CARE AND HOSPITALISATION

We entertain a 24/7 service and provide our own out of hours care. In case of an emergency please ring the usual number (01398-323285), the phone is diverted to the vet on duty. Please leave a message on the answer phone should the emergency vet be busy at that time or ring the mobile number given on the answer phone. There is only one vet on duty at the time and will return your call as soon as possible.

Dulverton Vets Ltd. are not an Animal Hospital and we therefore do not have staff on site 24/7. Should your animal require hospitalisation, it is up to the duty vet's discretion to check on the in-patient as necessary. Should it be our opinion that your animal requires intensive care, you will be advised to consider referral.

INSTRUCTION

Should some other person than the registered keeper of your animal is requesting our services on your behalf we ask you to please inform us about this in advance, so that a note with their details (name and contact) can be added to your registration summary.

INTERRUPTION OR TERMINATION OF SERVICE

You can demand the treatment of your animal to be stopped at any time should you disagree with what is done, but you will be invoiced for all the work that has been undertaken so far, inclusive laboratory charges etc.. The practice reserves the right to cease the treatment of your animal at any time should we feel that our advice is not taken or instructions are not followed. The practice will forward the details of your animal to a veterinary practice of your choice if applicable.


Surgery hours


DULVERTON PRACTICE:
Mon-Fri: 9.00-9.30 am
                2.00-2.30 pm
Sat:        9.00-9.30 am

VACCINE CLINIC:
Thur: 12.00-1.00 pm

BAMPTON PRACTICE:
Mon-Fri: 3.30-4.00 pm
Sat:         NO Surgery

TELEPHONE NUMBER: 01398 323285

Good to know


BVD Stamp it out

Following the success of our first 2 rounds of "BVD Stamp it out", we are running a third and last round of this sister project of "BVD free England" this spring and summer. If you would like your beef herd to undergo a free investigation into its BVD status, contact us and ask for Vicky or Patricia.


Please ring the surgery and ask for Patricia or Vicky.
Tel:01398 323285


 


Repeat Prescriptions

We can be extremely busy at times, so if we have seen your pet within the last 6 months, please ring or email us with your request and we will have it ready for you when you arrive. We are also happy to prepare flea & tick & worming treatments in advance. Tel:01398 323285

Please ring us during opening times (9:00am -5:00pm), if possible 24 hours in advance, in case your prescription needs to be ordered in.