All of our clients and pets have the right to wait safely in our waiting room to see the Vet or Nurse and not feel at all threatened. Clients or pets who are violent, abusive or aggressive towards any person on the premises, team member or otherwise, will be removed from the practice and should the situation be serious enough, the police called for assistance.
Towerwood Vets Ltd is dedicated to providing treatment to all clients requiring our service. Following the RCVS guidelines and our own ethical policies, clients will not be refused genuine emergency treatment for their pet. However, Towerwood Vets is neither a charity nor a “not for profit” organisation and therefore it is our expectation that the service provided by the company will be paid for at the time of consultation. On very rare occasions we may allow treatment without immediate payment, however, in this situation we would expect payment to be made within 30 days of date of invoice and adequate identification to be provided.
Costs & Payments
You will be informed of the consultation and out of hours fees over the phone prior to travelling to the clinic or, in certain circumstances, on arrival. You should also have been provided with a written estimate as to the probable initial costs of a course of treatment following the veterinary surgeon’s initial examination should further treatment be required. Please bear in mind that any estimate given can only be approximate, often a pet’s illness will not follow a conventional course. As we offer a limited out of hours service at our Cookridge practice we do use a local practice that offers overnight emergency care, as such charges for emergencies may differ to those of our regular daytime service during normal consulting hours.
All fees and drug charges are subject to VAT at the current UK rate. Fee levels can vary as they are determined by the time spent on a case and according to the volume of drugs, materials and consumables used. A detailed invoice and receipt is available for every consultation, surgical procedure and transaction with us. We are obliged to charge VAT (Value Added Tax) on services rendered. Our terms of business are that payment for these services and goods is required at the time of treatment.
Method of Payment
You may settle your account using: Cash, Credit/Debit Card - Switch, Solo, MasterCard, V, Delta or Cheque with current valid banker’s card. If you have been sent an overdue account, then we can accept a BACS transfer or you can use the online payment option on our website.
Accounts should be settled as soon as each consultation and/or treatment is complete.
On occasion when the account is not settled on the day of treatment, the invoice given at the time will be expected to be paid within 30 days. Failing that a reminder will be sent. If continual non-payment results and the account is referred to our debt collecting agency, we reserve the right to pass on any additional charges that may ensue as a result. Such additional charges could embrace the costs of collecting the debt, interest, administrative costs and bank charges.
Our Promise to You
We recognise that visiting a veterinary clinic can be stressful. Often your pet is unwell at the time you need to seek help and you want to be able to trust the care of them to a practice which offers both clarity and transparency in terms of the service offered. It is important for our team to be clear on matters such as the terms and conditions on which this service is offered and how you, your personal information and your pet will be treated. Our client charter aims to increase that clarity and in turn reduce the stress that can occur when finding the right veterinary practice for you. In entrusting the care and attention of your pet to Towerwood Vets Ltd these are the terms under which we offer all of our client’s veterinary services.
Ownership of Records
The care given to your pet may involve making specific investigation, 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 Towerwood Vets Ltd. Should another veterinary practice require these records for reasons such as a home move out of the area or an expert or specialist referral, we are obliged to send a copy of the records we hold on your pet to them prior to your first consultation with that veterinary practice.