Our Terms of Business
Business Terms, Payment Terms and Insurance
Our terms are that you pay for your pet’s treatment at the time of discharge. We will aim to make this as simple for you as possible by having a detailed invoice ready for you on departure. The preferred method of payment is by debit or credit card, but payment by cash or cheque supported by a bankers’ card is acceptable as well. If you request that we accept direct payment from your insurance company, we will charge you a modest, one-off administration fee.
Payment
Cranmore Veterinary Services is a self-financing. Clients are charged an economic rate for the treatment and services provided. All fees, diet foods and drug charges are subject to VAT at the current rate.
Clients are advised to ask for an estimate of costs before any treatment is undertaken. Full payment is required at the time of your pet’s discharge from the hospital. We accept payment byash, credit card or debit cards. You may be asked for a deposit prior to your pet being hospitalised.
Please note that direct insurance claims are only possible by prior arrangement with our accounts team. Unless this is the case, full payment will be required at the time of your pet’s discharge from the hospital.
We reserve the right to add a service charge and interest to outstanding accounts. Late accounts may be passed on to our debt collection agency who will add further charges of their own to your account.
Clients experiencing financial difficulties may, in some instances, be able to obtain financial help to settle their accounts from either the RSPCA, the PDSA, the Dog's trust or the Cat's Protection League. Such assistance does not remove the client's obligation to see that their account is settled in full and in accordance with our terms.
We aim to provide you with
- an excellent, caring and professional service
- the highest standard of treatment and care for your pet
- effective communication
- an estimate of costs at the start of treatment for your pets and will keep you informed of any changes to this, and will seek your agreement to continue with treatment if the costs are likely to increase
- all the veterinary support you need to keep your pets healthy
Prescriptions and Repeat Prescriptions
- Veterinary prescriptions are available at the surgeries for animals directly under our care.
- You may obtain Prescription Only Medicines from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy or our online shop.
- If you require a repeat prescriptions for any medication which your pet may be prescribed please give us 48 hours notification. This will enable us to either dispense the drugs to you or mail you the prescription which you may take elsewhere
Ownership of Records, Radiographs, MRI Scans and other such Records
Case records are the property of, and will be retained by Cranmore Veterinary Services. Copies with a summary of the history will be passed on request to another veterinary surgeon over the case and only at your request. As per Royal College of Veterinary Surgeons Guidelines, we reserve the right to charge you an administration for providing such copies.
Some of the treatments or investigations which your pet may receive at any of the branches of Cranmore Veterinary Services could involve making some specific investigations, for example taking radiographs or performing ultrasound scans or MRI scans. Even though we charge for carrying out these investigations and interpreting their results, the ownership of the resulting records remain with the Company.
Complaints and Standards
We trust that you never will have need to complain about the standards of service or care which either you or your pet has received from any of the branches of Cranmore Veterinary Services. However, if you feel that there is something about which you wish to complain or which you wish to discuss with us, please direct your comments in writing to us in the first instance.
We take all comments about our service and standards, either positive or negative, very seriously and constantly strive to improve the level of care which as offer to both your pet and yourself.
