Terms and conditions

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Hunters Lodge Veterinary Practice  - Terms and Conditions

Thank you for entrusting the care and attention of your pet to Hunters Lodge Veterinary Practice. This statement 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 needed.

Fees

All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. A detailed fee note is available for every consultation, surgical procedure and transaction with us.  We reserve the right to charge for missed appointments.

Methods of Payment

Accounts are due for settlement at the end of the consultation, the discharge of the pet or upon collection of diets/drugs. You may settle your account using:

  • CASH
  • CHEQUE with current Banker card
  • CREDIT/DEBIT CARD - Switch, Solo, MasterCard, Visa, Delta.

Estimates of Treatment Costs

We will happily provide a written estimate as the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate often a pet`s illness will not follow a conventional course.

Settlement Terms

Should the account not be settled within 28 days, then a reminder will be sent and we reserve the right to charge an additional accounting fee in respect of the administrative costs incurred. Should it be necessary for additional reminders to be sent, further charges will be incurred. After due notice to you the client, overdue accounts will be referred to our Debt Collecting Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, calls, home visits etc. 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 original account being restored to the original sum with further charges being added in respect of bank charges and administrative costs.

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 Philip Stimpson, Helen Donovan or Delia Stimpson.

Pet Health Insurance

Hunters Lodge Veterinary Practice strongly supports the principle of insuring your pet against unexpected illness or accidents. Please ask about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim fees from your Insurance Company.

Complaints and Standards

We hope that you never have recourse to complain about the standards of service received from Hunters Lodge Veterinary Practice. However, if you feel that there is something you wish to complain about, please direct your comments, in writing, in the first instance to Philip Stimpson, Helen Donovan or Delia Stimpson.

Ownership of Records

Case records including radiographs and similar documents are the property of, and will be retained by Hunters Lodge Veterinary Practice. Copies of a summary of the history will be passed on by request to another veterinary surgeon taking over the case.

Ownership of Radiographs and Similar Records

The care given to your animal may involve making some specific investigations, for example, taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting the results, ownership of the resulting record, for example, a radiograph remains the property of the Practice.

Out-of-Hours Service

The Practice operates an out-of-hours service for emergencies. This can be accessed by telephoning any branch and the call will diverted to a telephonist who can contact the duty veterinarian if necessary. Animals which are hospitalised outside normal working hours are checked and treated according to their clinical needs. High-dependency cases may be referred for continuous monitoring if required; in this circumstance we may require you to arrange transport to the referral centre.

Location

We attempt to see out-of-hours small animal emergency cases at the branch you normally visit. Occasionally cases are seen at a nominated branch which varies according to which veterinarian is on duty. You will be expected to transport your animal to the nominated surgery for treatment which may not be the usual branch that your animal attends. This is because manning both branches of Hunters Lodge Veterinary Practice when the surgeries are closed is unrealistic and would make the out-of-hours costs prohibitively expensive.

Privacy Policy

Hunters Lodge Veterinary Practice is committed to protecting your online privacy while providing you with the most useful and enjoyable web experience possible. While you can use many features of the Hunters Lodge Veterinary Practice website anonymously, you are required to provide personal information to gain access to some of our content and services.

How we collect and use personal information 


When you purchase products via the Hunters Lodge Veterinary Practice website's online pet shop (under development), the only information required is your name, address (for deliveries) e-mail, country, and postcode. With your approval, we will occasionally send e-mail to notify you about important changes to the site, new services, practice news, announcements and special offers from us. If you would rather not receive these e-mail notifications, you can simply indicate that preference either when you register or by replying to any e-mail you receive from Hunters Lodge Veterinary Practice.

We work tirelessly to make sure that we use any information you provide us only in ways you have approved.

What we provide to third parties 


While Hunters Lodge Veterinary Practice does not provide any third-party access to your personal information, we may provide third parties with aggregate statistics about our customers, traffic patterns, and related site information. This data reflects site usage patterns gathered during customer visits to our website each month, but it does not contain behavioural or identifying information about any individual member unless that member has given us permission to share that information.

Obtaining your consent 


By using our website, you give Hunters Lodge Veterinary Practice permission to collect information about the pages served to you as an anonymous user for the purpose of calculating aggregate site statistics. If you register at Hunters Lodge Veterinary Practice, you authorise Hunters Lodge Veterinary Practice to use information you provide to personalize the information we deliver to you and to use your demographic information when calculating aggregate customer data. As a registered member, you give Hunters Lodge Veterinary Practice permission to send you e-mails related to the services to which you subscribe.

If you are under the age of 18, you must not provide your name, e-mail address, or any other identifying information without the consent of your parent or guardian, or as otherwise provided for by applicable law.

Any changes to our privacy policy will be posted on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Variations in Terms of Trading

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Philip Stimpson, Helen Donovan or Delia Stimpson. No agent or person employed by, or under contract with, the Practice has the authority to alter or vary these conditions in any way.

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©2017 Hunters Lodge Vets: Vet Guildford, Ewhurst, Cranleigh, Godalming, Worplesdon, Shere Company Registration No. 679848158

P 01483 276464  E enquiries@hunterslodgevets.co.uk

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