Our commitment to you

We aim to provide the highest standards of veterinary care and attention to our patients and clientele.

Fees

All professional fees, consumables and charges for drugs and services are subject to VAT at the current rate. Fee levels are determined according to the drugs, materials and consumables used combined with the type and expertise of the work undertaken.

Treatment estimates

Investigation and subsequent treatment of accident, illness, injury, or disease often does not follow a standard conventional course therefore, costs may vary. However, if specifically requested, we will provide you with an estimate of treatment. We will endeavour to inform you of significant changes from those first estimated throughout the progress of each investigation/treatment. Please be aware that where unexpected issues and complications occur, costs are likely to increase.

Payment terms

Payment for services will be required on the day of treatment. This will apply for all consultations at Walnut Hill Clinic or at your yard unless we are provided with a signed, completed insurance form accompanied by your insurance excess payment

An itemised invoice will be produced at the conclusion of investigation and/or treatment with payment as per our terms, as noted on the invoice

Medication requests

Wherever possible please allow 24 hours’ notice when ordering medication. Payment will be requested at the time of approval and will be requested prior to being posted or collected.

For pre-purchase examinations and radiography, payment is taken at the time of booking with any extra requirements such as additional digital X Rays views or vaccinations etc being settled on the day

New clients

New clients are requested to provide a deposit of £200 to reserve your initial booking, this payment will be deducted from your invoice. Any over payment may be left on your account for future use or refunded back to you, with any shortfall being paid in full on the day of treatment/ consultation Thereafter immediate payment will be required upon receipt of the invoice

Client Financial Referencing

If applicable, we reserve the right to reference current or prospective client’s credit worthiness. This will include credit referencing agencies, County Court Judgements and payment history with previous veterinary practices.

Late Payment

All invoices not paid within our terms will incur a late payment fee between £50 and £100. Alongside this an addition of interest at 1.5% per month will be added until the full balance of the account is cleared. Any veterinary work carried during this period will require payment up front.

If payment terms are not adhered to, the practice reserves the right to pursue the outstanding debt through debt collectors. Further charges will be levied in respect of costs incurred in collecting debt

necessary to obtain settlement of the full amount owed. These charges may include: the production of reports, calls, home visits, court or legal fees etc.

Non-payment will result in court action.

Inability to pay

If for any reason you are unable to settle your account, we urge you to discuss the matter as soon as possible with a member of our team.

Please note that instalments or part payments may only be sanctioned with the express permission of the Business Manager

Disputes

Any disputes with fees, or the service provided must be put in writing to the practice within 14 days of receiving the invoice.

Where any dispute is not proven and payment is late, then the overdue accounts procedure will become effective.

Insurance

WHEC recommends that clients insure their horse/pony/donkey against unexpected accidents, illnesses or injuries. For all routine referrals you must inform your insurance company prior to your appointment with the nature of the condition/proposed treatment. In the case of an emergency or a first opinion case the insurance company should be contacted at the earliest opportunity.

It is the responsibility of the client to submit claims to the insurer and to be reimbursed by them. To defer this requirement, this will only be considered on the basis that the insurance form is signed to direct payment to WHEC.

Clients will be required to pay the excess up front, and any costs not covered by insurance e.g., livery fees etc.

The practice accepts no liability if the claim is rejected, in either part or full, and will request that any outstanding invoices are settled within 28 days of notification of rejection from the insurance company. Late payment terms will apply.

Withdrawal of Veterinary Services

WHEC reserves the right to withdraw veterinary services to any client where the solid basis upon which the professional relationship between vet and client may have broken down. In this instance we will give notice of 14 days and transfer the care with clinical history to a veterinary practice of the client’s choice.

We will only send bank account details as an attachment to the email in PDF format. However, you should always check with our office to confirm our bank account details before setting up any payments to the practice.

The practice will not accept liability for any loss sustained by anyone who has responded to a fraudulent email where they have made no suitable check with their contact in the practice.

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