We have set out below our terms and conditions of business at Priory Veterinary Surgeons Ltd. These apply to both our Equine clients and our Small animal clients unless otherwise stated. Some aspects may not be relevant to you, and where necessary we are more than happy to offer further explanation/clarification.
All fees, drug charges, diets and other products are subject to VAT at the current rate. Fees are charged according to the nature of the procedure, test and the time taken to carry them out; as well as the drugs, consumables and diets used. The fees are provided in detailed form on invoicing and patient’s records.
Estimates for the cost of treatment
At any time we are happy to provide a written estimate for the anticipated cost of treatment on request. Please note that this is an estimate and NOT a quotation, as often your Pet or Horse’s treatment will not follow a conventional course, and their welfare is our primary concern. We will endeavour to keep you up to date with costs throughout treatment.
We accept the following payment methods:
- Cheque – with current bankers card (Made payable to Priory Veterinary Surgeons Ltd)
- Credit/Debit card – Switch, Solo, Mastercard, Visa and Delta. Apologies at this time we do not accept American express
- BACS transfer –
- Metro Bank, Priory Veterinary Surgeons Ltd,
- Sort Code: 23-05-80
- Account no: 16158852
Please use the invoice number if known, and surname/animal name
We reserve the right to allocate payments received against the oldest outstanding invoice unless that invoice is under dispute.
Small animal Clients -
We work on a strict policy of Payment at the time of treatment. This means payment after each visit, and after receiving products such as drugs or diet. If your pet has been hospitalised, then payment is due on collection of your pet. Invoices are offered and available on request showing the break-down of the fees.
Equine Clients –
If you are a new client to Priory Vets then you will be required to pay for your first visit/treatment at the time. Please ensure you have a payment method available to avoid disappointment. After this you may be given 30 days from the date of the invoice to settle your account. Invoices are generated bi-monthly and will be sent out to you. This should be settled as soon as possible. Priory Vets reserve the right to refuse credit at any time.
Failure to pay
Any outstanding invoices that were not paid at the time, and/or are overdue, will be sent out you with a request for prompt settlement. We will attempt to contact you by various methods, however after due notice, any unsettled accounts will be referred to our External Debt recovery agency, and may incur additional charges including potential court costs. This may affect your credit rating and will likely result in notice of termination of services provided to you by Priory Veterinary Surgeons. Once your debt has been referred then payment should be made directly to the debt agency.
Inability to pay
If for any reason you foresee difficulties paying for treatment, please discuss this with us as soon as possible. Any part payments or instalments can ONLY be authorised by a member of management, and may only be agreed prior to treatment.
Priory Vets strongly recommend pet insurance for your horse or pet to cover the cost of illness and injury. Please be aware that if your animal is insured, as the policyholder it is your responsibility to settle our account and reclaim your fees from the insurance company. We make no charge for completing the Vet section of your form and providing the relevant documentation.
Direct insurance claims –
In certain circumstances we may agree to claim our fees back directly from your insurance company. This is subject to criteria set by ourselves and requires prior approval which will include paying any excess amount on your policy at the time of treatment. Please do not assume that this will be carried out automatically. We currently charge £25 (inc.VAT) which may vary from time to time for this process and will involve some administrative paperwork. Priory Veterinary Surgeons reserve the right to refuse a direct claim at any time.
** Vetsure Pet Insurance® Policy holders – We work very closely with and promote Vetsure Pet Insurance for cats and dogs. Direct claims are offered routinely through Vetsure and we are happy to carry these out at no charge.
Ownership of records
Case notes and similar records for your horse or pet are the property of, and are retained by the practice. You may request a copy of your animal’s notes at any time. These shall be passed appropriately, by request, to another Veterinary surgeon treating that animal. In accepting these terms and conditions, you agree that Priory Vets may share your record information with other clinicians and their organisations when necessary for the treatment of your animals.
Ownership of radiographs and similar records
During your Pet or Horse’s treatment, we may have taken radiographs or similar diagnostics such as ultrasound scans. Even though you may have incurred a charge for carrying out and interpreting these, the ownership of the resulting record, for example a radiograph, will remain the property of Priory Veterinary Surgeons Ltd. Copies of these records may be requested, and provided where possible – usually in digital format. This may incur a small administrative fee.
Prescriptions are available on request from Priory Veterinary surgeons. You may obtain Prescription Only Medicines, Category V (POM-V’s) from the practice, or alternatively request a written prescription to obtain these medicines from another Vets or pharmacy.
There is currently a charge of £14.00 (inc VAT) for a written prescription which may vary from time to time. All requests require 48hrs notice.
Prescriptions are only authorised to animals under our care. A prescription is not always necessary for an In-patient or where immediate treatment is required.
Regular examinations of your pet or horse are required by regulations set by the Royal College of Veterinary Surgeons. The frequency of examinations depends on the medicine being prescribed. This will be advised by your treating Veterinary Surgeon.
Complaints and standards
We really hope that you never feel the need to complain about our service or standards of care, however it would be foolish to assume that we are infallible, and events will not always go as you expect them to all of the time. We try hard to achieve as good an outcome as we can with the care of all of our patients and in our communications with you, and consider your pet or horse’s welfare as our upmost priority. If there is any aspect of our work that concerns you or has been left unresolved, then please let us know, so that we can listen, understand, and act on your concerns. It is important for us to receive feedback because it gives us an immediate opportunity to put problems and mistakes right and to quickly learn from them. Most importantly we want you to have confidence in us to do the right thing for your animals when it matters.
You may in the first instance raise a complaint with the member of staff directly involved if appropriate. We hope that problems can be resolved quickly and easily this way. If however you would like to make a formal complaint, you can phone, email or write to our Business manager using the details below:
Priory Veterinary Surgeons
10 Evesham Road
We will endeavour to acknowledge your complaint within 3 working days. After which, we will investigate your concerns with the relevant members of staff if necessary within 10 working days of the receipt of the complaint. We will be then in a position to respond accordingly. We hope we can ascertain what went wrong and why, provide an opportunity to discuss the problem with those concerned if you wish, provide an apology where appropriate, and make sure the problem doesn’t happen again.
Out of hours service
Priory Veterinary Surgeons operates a 24 hour Emergency service for our client’s horses and pets in line with requirements by the Royal College of Veterinary Surgeons. You can access this service by telephoning any of our branch numbers, where you will then be given the opportunity to speak with a Vet or Nurse to handle your emergency.
For emergencies with horses and ponies, this service will be fulfilled by one of our own equine vets, who will have full access to your records.
For small animal clients, emergencies are held at our Reigate branch, and in most circumstances it is by far the best decision to transport your pet to this branch, which may not be the usual branch your pet attends. You will see one of our own vets that has full access to your pet’s records. Home visits are possible but may delay effective treatment and incur greater cost.
Patients that are hospitalised on site at our Reigate branch, are treated and monitored overnight or throughout the weekend as appropriate by our own qualified staff who are continuously present.
We may obtain, use, process and disclose personal data about you in order to discharge our duties as your Veterinary Surgeon under these standard terms of business, and for other related purposes including updating and enhancing client records, analysis for management purposes and statutory returns, crime prevention and legal and regulatory compliance. You have a right of access, under data protection legislation, to the personal data that we hold about you. We may also send you from time to time in the future, free of charge, details of the services we provide.
For the purposes of the Data Protection Act 1988, the Data Controller in relation to personal data supplied by you is the Business Manager.
We are an equal opportunities employer and we are committed to providing the same high quality service to all our clients, regardless of age, disability, race, religion or belief, sex or sexual orientation.
Variation in Terms of Trading
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by a Practice Director. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.