phone01844 212000
Out of hours service available
RCVS Accredited

Standard Terms of Business

Thank you for entrusting the care and attention of your pet to Sprinz & Nash.  Observing our standard terms of business helps us to provide a comprehensive and integrated service whilst still offering value for money. Our Practice Terms and Conditions are detailed below.

 

ESTIMATES OF TREATMENT COSTS

We will happily provide a written estimate for the likely costs of a course of treatment. This is as accurate as we can make it but please bear in mind the figure can vary; often a pet’s illness will not follow a conventional course. We will always sympathetically consider owners’ cost concerns and will always respect owner wishes regarding limiting expenditure, provided the welfare of the patient is not compromised.

We will attempt to give a full explanation of any procedures in order for you to make an informed decision about whether to proceed. If you decide to proceed, you will be required to sign a consent form giving permission for the stated procedures and thus agreeing to pay the resultant costs.

 

FEES

All fees, diets and drug charges are subject to VAT at the current rate.  You can request a detailed invoice for every consultation, surgical procedure or transaction with us.  Fee levels are determined by many factors including time spent on a case, the skill levels required, laboratory test fees, drugs, materials and consumables provided and diets used.  Fees charged also contribute towards overheads such as premises maintenance, staff salaries, equipment maintenance and all the other costs associated with running a business and providing a service.

You are liable for any fees incurred in the diagnosis and treatment of your pet even if your pet is brought to us on your behalf by a relative, friend or agent or covered by an insurance policy. Regarding pet insurance, please refer to the separate section below.

Missed appointments will be charged for unless notice is given the previous day. It is at the discretion of the partners or the practice manager to waive a fee for non-attendance.

 

METHODS OF PAYMENT

Small animal accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of medications and foods as appropriate.  You may settle your account by cash, cheque or credit/debit card (Switch, Solo, Mastercard, Visa, Delta).

 

SETTLEMENT TERMS

Sprinz & Nash is unable to provide credit. Should an account not be settled within 14 days of its due date, then a reminder will be sent with an additional accounting fee in respect of administrative costs incurred.  Should it be necessary for further reminders to be sent, further charges will be incurred.  These however, may be deducted if payment is made promptly.

After due notice to a client failing to pay, the Practice reserves the right to pursue recovery, either via our debt collection agency, or by making a claim through Her Majesty’s Court Services.  Further reasonable charges and expenses incurred as a result of this process will be added to any outstanding amount.

Any cheque returned by our Bank as unpaid, any credit card payment not honoured, and any cash tendered that is found to be counterfeit will result in the client account being restored to the original sum with further charges added in respect of bank charges and administrative costs.

 

INABILITY TO PAY

If, for any reason, you are unable to settle your account when due, please discuss the matter as soon as possible with a member of staff.  Please note that instalments or part-payments of any account may only be sanctioned with the express permission of a Partner or the Practice Manager.

 

OWNERSHIP OF RECORDS

All case records including radiographs, scans and similar documents are the property of, and are retained by, Sprinz & Nash.  Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case.

 

PET HEALTH INSURANCE

Veterinary medicine has, in recent years, become increasingly sophisticated. We are now able to diagnose and treat many conditions, especially in older pets that, a few years ago, would have remained undetected with often fatal consequences. The down side of these advances is cost; it is not unheard of for treatment to reach four figure numbers.

One of the most distressing situations an owner can encounter is where a pet’s problem is curable but the cost is too high for the owner, resulting in the animal being put to sleep. A less serious situation is where the owner has to settle for sub-optimal treatment due to financial constraints. Unfortunately there is no NHS service for pets and, as a commercial organisation, the practice has to ensure that its income can pay for premises and staffing costs as well as ever more sophisticated and expensive equipment for treatment and diagnosis. Sprinz & Nash therefore strongly supports the principle of insuring your pet against unexpected illness or accidents.

Before choosing a policy be sure to check the amount of cover offered along with any policy excess fees. Also be sure that you are aware of time limits for claiming for each illness; some illnesses, such as diabetes, are ongoing so may not be covered for an unlimited period on some policies.  Check that your pet will be adequately covered at reasonable cost in later years when he or she needs it most. Some items such as vaccinations, routine treatments and special foods won’t be covered. Senior Citizens and owners with more than one pet may benefit from special insurance discounts.

In the event of making a claim, it is essential that you contact your insurance company prior to commencing treatment (where possible) to establish the level of cover remaining on your policy for the condition for which your pet is being treated.

As your policy insures you and not Sprinz & Nash please be aware that it is your responsibility to settle our account first and then reclaim the fees from your insurer. We will provide assistance with your claim paperwork where needed.