Thank you for entrusting the care and attention of your animals to Yoredale Vets.
This letter details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.
Although it is the client’s responsibility, we do try to send out reminders for vaccinations in advance to allow you to book an appointment at a convenient time. If you have transferred from another practice, please let us know your vaccination information when possible, so that we may keep your record up-to-date and arrange for reminders to be sent.
To allow us to keep in touch with you regarding vaccination reminders and other important information please provide us with your phone number, mobile number, and email address if applicable. If these details change, or if your name/address change, please let us know as soon as possible so that we can update your file.
As with most veterinary surgeries, we do require payment for our services at the time of consultation. Therefore we request that you have the means to settle your account prior to your appointment to avoid any possible administration charges or action on your account.
PET INSURANCE CLAIMS
Yoredale Vets recommend having your pet insured and are accredited as an Appointed Representative of Vetsure Pet Insurance®. Each year 1 in 3 pets is injured or becomes ill and needs urgent veterinary treatment. Insurance can help you cover the cost of these unexpected bills leaving you free to concentrate on helping an important member of your family recover.
We will assist you with any pet insurance claims, however unfortunately we are unable to accept direct claims. This means your account must be settled in full before a claim will be completed. We will assist you with submitting the claim, providing the following information is given to us:
We charge a non-refundable fee of £10.50 for completing each claim form. This covers the time taken to complete the required clinical paperwork and dealing directly with the insurer. For ongoing claims we may waive this fee from time to time at our discretion, where the claims process is straightforward. Please ask for further information or if you have any queries.
 Source: Datamonitor – UK Pet Insurance 2008.
 If you are a PetPlan policyholder, you do not need to provide a claim form, as your claim can be submitted electronically. Please ask us for an authorisation form.
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by our overheads, the time spent on a case and according to the drugs, materials, consumables and diets used. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
METHODS OF PAYMENT
Accounts are due for settlement following consultations and/or by the end of the month unless other arrangements have been approved by the Directors and/or the Practice Manager. You may settle your account using cash, cheque, and debit/credit card (unfortunately we do not accept American Express). We may also accept payments via on-line banking (please ask for details).
ESTIMATES OF TREATMENT COSTS
We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often an animal’s illness will not follow a conventional course.
Should an account not be settled within one month, 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. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque returned by our bank as unpaid, and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.
INABILITY TO PAY
If, for any reason, you are unable to settle your account as specified, we ask you to 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 one of the Directors.
COMPLAINTS & STANDARDS
We hope that you never have recourse to complain about the standards of service received from Yoredale Vets. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to one of the Directors.
At Yoredale Vets, we hope all our clients feel they have the opportunity to be heard, understood and respected, and we expect all clients to treat our staff with courtesy and respect at all times. We will not tolerate verbal abuse or threatening/aggressive behaviour in any of our branches or towards any of our staff, and any incidents of such behaviour may result in clients being asked to find alternative veterinary care for their animals.
OWNERSHIP OF CASE RECORDS, RADIOGRAPHS AND SIMILAR RECORDS
The care given to your animals may involve making some specific investigations, for example taking radiographs or blood samples. Even though we make a charge for carrying out these investigations and interpreting the results, case records including radiographs and similar documents are the property of, and will be retained by, Yoredale Vets.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice Directors. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.