Northwich Vets is committed to providing the highest possible standard of care and attention to patients and their owners. To assist us in providing this service, our practice terms and conditions are shown below. 

Fees and Payment 

All fees include VAT at the current rate and are determined by the time spent on a case as well as according to the medications, materials, consumables and diets used. Written estimates can be provided on request and remain valid for one month. Please bear in mind that any estimate can only be approximate as often a pet’s illness may not follow a conventional course. 

In all circumstances, full payment is requested at the time of consultation, or if the pet is admitted, on collection. We do not operate an accounts system. 

After due notice to you, any unpaid accounts will be referred to our debt collection agency and further charges will be applied in respect of the costs incurred in collecting the debt and associated court expenses etc. 

We accept payment by cash, credit card and debit card. The cards we accept are Visa, Visa Electron,  Mastercard, Solo and Maestro. We are unable to accept American Express. If you are unable to pay for any treatment, please speak to a member of staff before any treatment is started or medication is given. 

Failure to attend two appointments without pre-informing the practice will mean that future appointments must be paid for in advance.

Provision of Veterinary Medicines and Prescriptions 

Northwich Vets endeavours to provide and supply medications as required by our clients for their pets under our care. We cannot be held responsible if the medication supply is interrupted however, we will do our best to source an alternative option. 

Most medications supplied are veterinary-licensed medications, however, in some circumstances, it may be appropriate for the veterinary surgeon to prescribe alternative ‘off-license’ medications. These are generally human-branded medications or veterinary-licensed products for a different type of animal. We will always inform you when using ‘off license’ medications and will require you to sign a consent form, showing your compliance to the prescribing of this for your pet. 

Animals must be re-assessed every 3-6 months, this is a legal requirement and ensures that your pet continues to receive the most appropriate treatment for their condition. All examinations for medication reviews are chargeable at current rates. 

All clients have the right to ask for a written prescription, where veterinary medications may be obtained from another practice or pharmacy. We can only prescribe medicines to animals under our care. Repeat prescriptions are available on request. 

Reminders 

It is your responsibility as a pet owner to ensure that your pet's health care is up to date. Whilst we make good efforts to remind our clients about healthcare and vaccination timings, we do not accept any responsibility for missed timings, costs or inconvenience that a failure to monitor healthcare may cause. 

Out of Hours Service Provider 

For any out-of-hours services or emergencies, please call Northwich Vets directly and you will be given details and contact information for VetsNow, our out-of-hours service provider. Please be aware that this service is not at Northwich Vets. 

Animal Health Insurance 

We highly recommend pet insurance and will assist you where possible through the claims process.  Although your pet may be insured, please be aware that this is your responsibility. Northwich Vets will not accept any responsibility if the policy that you have chosen provides inadequate cover or unexpected exclusions or limitations.  

You should be familiar with your policy and have policy documents, references and claim forms  (links) available to ensure that you can make your claim when needed.  

Where possible, direct claims can be made, with a fee payable for this service.  For more information on our pet insurance and advice policies, please ask a member of the team.

Data Protection 

At Northwich Vets we require certain data to maintain accurate services to our clients and their pets,  we endeavour to keep all data secure and will not sell or make data available to any persons or company that is not involved in the provision of care for your pet. On registration, we ask for the client’s preferences in relation to contact from Northwich Vets. The choices can be altered at any time. 

During the care of your pet, it may be necessary to share your data to allow the provision of professional services. Examples may include but are not limited to, the organisation of veterinary specialist referrals, insurance claim administration, communication with external laboratories, facilitating reminder notifications and management accounts. 

Ownership of Records 

Case records and similar documents are the property of and retained by Northwich Vets. Copies on request can be passed to another veterinary surgeon taking over the case. We will not pass your records on to any other organisation without your permission. Any resulting record from specific investigations such as diagnostic imaging (Radiography, Ultrasonography and Endoscopy),remain the property of Northwich Vets. 

Complaints and Standards 

We always do our best to offer exceptional service, but if you do feel dissatisfied with any aspect,  please direct your complaint to a member of management, who will try to offer you a solution.  

All staff members must comply with the Royal College of Veterinary Surgeons Code of Professional  Conduct. If you have any concerns relating to the professional conduct of a staff member and have not been able to resolve them with Northwich Vets, you can contact the RCVS on their website.  www.rcvs.org.uk 

Privacy Policy 

Please see our privacy policy on our website www.northwichvets.co.uk 

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