24 HOUR EMERGENCY SERVICE 01564 794 104


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

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
It is imperative that all clients develop a satisfactory credit record with the practice therefore; immediate payment will be required on the day for new clients.

Should credit terms be allowed, the client will be allocated an account limit and will be invoiced for further work up to this limit. If this credit limit is reached no further work will be carried out until the account is clear.

Client Financial Referencing
Should credit terms be allowed, the client will be allocated an account limit 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.

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

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.

Late Payment
All invoices not paid within our credit terms will incur a late payment fee between £40 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 partners.

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.

SW.01.01.20

Bridget Gatehouse BVSc MRCVS, Director

Jack Wallace BVM&S MRCVS, Director