Thank you for entrusting the care and attention of your pet to Young Veterinary Partnership. Detailed below are our Practice Terms and Conditions. Some aspects of the terms may not be applicable to you and your pet, but if you need any clarification please do not hesitate to ask and we will be able to help you further.
The Young Veterinary Partnership consists of 4 RCVS Accredited branches -
Young Veterinary Partnership, 43 The Mall, Ealing, W5 3TJ.
Young Veterinary Partnership, 57 Lampton Road, Hounslow, Middlesex, TW3 4DH.
Young Veterinary Partnership, 5 Bedford Corner, Chiswick, W4 1LD.
Young Veterinary Partnership, 13 Albany Parade, Brentford High Street, Brentford, TW8 0JW.
Throughout these terms and conditions Young Veterinary Partnership will be referred to as YVP.
Veterinary Care :
Our aim at YVP is to treat each patient as if they were our own pet, and to give each the best possible veterinary care. To offer the best possible service to our clients, and to charge a reasonable fee for our work. We work within standards denoted by the RCVS guidelines, which are available at www.rcvs.org.uk at YVP we believe in responsible pet ownership. This includes regular appropriate vaccinations, monthly worming for cats and dogs, regular flea control and a permanent means of identification.
Methods of payment :
Accounts are due for settlement at the end of each consultation, the discharge of your pet and upon collection of medication, diets/food and shop sales. You may settle the account using cash, cheque or credit/debit card – Mastercard, Visa, Delta, Solo, Switch, please note : We do not accept American Express.
Accounts are not permitted, without the consent from head veterinary surgeon - Matthew Wilson or customer care manager - Vicky Fletcher, in exceptional circumstances only. By attending a consultation you are agreeing to these terms and conditions.
If an account is not settled an account fee will be added to the original charge. This will be waived if the outstanding amount is paid in full within 14 days. After due notice to you the client, overdue accounts will be sent to our debt collection agency. The cost of employing an agency will be added to any outstanding debts at a cost of 24 % of the original debt amount. Any costs incurred for collecting the outstanding balance will be passed to you, the customer to settle. This may effect your credit rating.
Fees:
All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time, staff and skill level required on a case and according to the medicines, materials, consumables and diets used. Fee levels will also have a contribution towards general overhead costs. Any fee is available on request. You are liable for any fees incurred in the treatment and diagnosis of your pet even if your pet is brought to us on your behalf by a relative, friend or agent. A detailed invoice can be provided at any time on request. Deposits may be required prior to embarking on a procedure.
Estimate of costs :
On request we will provide an estimate of costs for any treatment to be carried out. Please note that any estimate we provide can only be approximate, as often a pets illness will not follow a predictable or standard course and unforeseen expense can occur. Please note for long term hospitalised pets, daily account updates can be given upon request.
Ownership of records :
Case records, X-rays, ECG's and similar documents, even though we make a charge for carrying out these investigations & interpreting their results, the recording of results, clinical or otherwise, the documents remain the property of YVP. Documents can be copied and on request passed to another veterinary surgeon taking over the case.
Insured pets:
YVP strongly recommends every owner taking out pet insurance to help with the unexpected costs that come with having a pet. It is your responsibility to manage your pets insurance, from choosing a provider and a suitable level of cover to making a claim, this includes details on your terms, conditions, exclusions and policy limits. It is also your responsibility to pay any excess’s that may be applicable to your pet’s claim. In the unfortunate event that your claim is declined, you are responsible for settlement of the account within a reasonable time frame, agreed with the practice of the treatment being provided to your pet. YVP may request to see a valid certificate of insurance.
Out Of Hours Service :
Should your pet require veterinary assistance please contact any of our surgery’s and listen to the recorded voice message and it will provide you with the telephone for the local 24 hour clinic, Medivet, Richmond. You will be expected to transport your animal to clinic at your own expense.
The practice is registered under the Data Protection Act 1998 (Registration Number Z1296187). The details provided by the client will be used for the purpose of record keeping, updating and enhancing, report and publications. The practice will maintain strict confidentiality at all times. At any time you, the client can request to see you details and amend/correct any details as required.
Non Licensed Medicines :
At a veterinary surgeon's discretion where no equivalent licensed medicine exists, it may be deemed appropriate to prescribe a medicine that is not specifically licensed for use in a particular species. In such cases, the potential side effects and precautions will be explained to yourself the client.
Student Veterinary Nurses :
Our Ealing and Hounslow surgery's are approved training centre's for trainee veterinary nurses, under qualified guidance they may be involved in the care of your pet.
Pet Passports :
We can provide pet passports form our Ealing and Hounslow surgery’s at Young Veterinary Partnership. It is the responsibility of yourself the client or his/her agent to ensure that requirements for the import/export of animals are met and/or that the requirements are met under the terms of travel for the Pet Travel Scheme. We are happy to give advice but YVP does not undertake the duties of an export agent and recommends the client contacts DEFRA for current and accurate advice.
Complaints and standards :
We hope that you never need to make a complaint or be unhappy about a service or product that we have provided, however, if you feel there is something you wish to discuss further or you feel your expectations were not met, please contact our client care manager Vicky Fletcher (based at our Hounslow surgery) or head veterinary surgeon Matthew Wilson. Most problems can be sorted out easily and quickly, but if your problem cannot be sorted out in this way, and you wish to make a full complaint, we would request that you do this in writing within six months of the incident, you will receive a formal acknowledgement letter with details of who is handling your complaint and the estimated time-line for any investigation and response. In the event that you do not feel satisfied with our attempts at resolution you are entitled to contact the Royal College of Veterinary Surgeons (www.rcvs.org.uk) and follow their complaints procedure.
Zero Tolerance :
YVP operates a “zero tolerance” policy for all staff and customers, regarding violence, or threats of violence and abuse. We do not tolerate discrimination on any basis – age, sex, race, mental or physical disability, religious or sexual preferences.
Contact and General information:
YVP may contact you either by letter, phone, text or email to keep you up to date with our practice news, reminders of your pets health care treatments, marketing that may be beneficial to your pet and outstanding accounts. Please tell the staff if you do not wish to be contacted for marketing purposes.
