Please find detailed below our terms and conditions applicable to all services, please ask for further clarification if required. We reserve the right to alter these terms and conditions of business.
Fees
All fees, diets and medicine charges are subject to VAT at the current rate. Fees for routine procedures, vaccinations and consultations are available on request. We will happily provide an estimate as to the probable costs of investigations and treatment, but please bear in mind that animals do not always follow the textbook so an estimate can only be approximate. We will endeavour to keep you informed as to the costs of your pet’s treatment.
Methods of payment
Accounts are due for settlement at the end of a consultation, following discharge of your pet or upon collection of medicines or diets. You may pay using credit or debit card, or bank transfer. We do not accept American Express.
We are going cashless – from 1/1/24 we will not provide change; any overpayment will be applied as credit to your pet’s account to use against future treatment.
Settlement terms
If an account is not settled at the time of treatment, an invoice will be sent. Should it be necessary for further reminders to be sent, an additional fee in respect of administrative costs 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 cost occurred in collecting the debt. Any debit/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 added in respect of bank charges and administrative cost 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 so that the matter may be referred to a director.
Pet health insurance
We strongly support the principle of insuring your pet against unexpected illness or accidents. Please be aware that it is our normal policy for clients to settle their account with us and then reclaim the fees from their insurance company. We advise that clients know and understand the terms and conditions of their pet’s insurance policy. See the section on pet insurance for more advice regarding this area.
Prescriptions
You may obtain Prescription Only Medicines from us, or ask for a written prescription and obtain these medicines from another veterinary surgeon or a pharmacy. As a vet will need to determine and check the correct medication to be prescribed, a fee is charged for providing a written prescription. Written prescription requests are completed only when produced and recorded on our own computer system. A written prescription may not be appropriate if your pet is an in-patient or immediate treatment is required. By law we can only prescribe these medicines to animals under our care, and as such animals requiring repeat prescriptions will need periodic re-examinations with a vet for which a consultation fee will be charged. Further information on the prices of medicines is available on request.
Complaints and standards
We hope that you are always satisfied with the service you receive from us. However, if you have a complaint, please direct your comments in writing to a director.
Ownership of records
Case records including x-rays, lab reports and similar documents are the property of Greenbay Vets and will be retained by us. We will forward an animal’s history to another veterinary surgeon on request, in the event of patient transfer.
Data protection
Our full privacy notice is available here.
Zero tolerance policy
We will not tolerate abusive or threatening behaviour towards our employees in person, by phone or online. This includes the serious or persistent use of verbal abuse, aggressive tone and/or language and swearing/foul language, physical assault and sexual harassment. All instances of actual physical abuse or threatening behaviour on any member of staff, by a client or their relatives will be reported to the police as an assault.
Variation of terms of business
No addition or variation of these conditions will bind the company unless it is specifically agreed in writing and signed by one of the directors. No agent or person employed by, or under contract with, the company has the authority to alter or vary these conditions in any way.