STANDARD TERMS OF BUSINESS
Walton Lodge 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. If any points are unclear feel free to ask a member of staff to explain.
All fees include VAT at the current rate and are determined by the time spent on a case as well as according to the drugs, materials, consumables and diets used. Written estimates can be provided on request and remain valid for a period of one month, but please bear in mind that any estimate given can only be approximate as often a pet’s illness may not follow a conventional course.
Walton Lodge Vets strongly supports the concept of pet insurance and for holders of policies with selected companies, we are sometimes able to offer a direct claim service. This will need to be agreed by the senior veterinarian. A member of staff will inform you if your policy meets this criterion. For holders of policies with other companies, we guarantee to process claim forms within 7 days of receipt, unless specifically requested not to do so.
Full payment is requested at the time of consultation, or if the pet is admitted, on collection. We do not operate an accounts system.
We accept payment by cash, credit card and debit card. The cards we accept are Mastercard and Visa.
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 the Senior Veterinarian, who will try to offer a solution.
OWNERSHIP OF RECORDS
Case records and similar documents are the property of and retained by Walton Lodge Vets. Copies, with a summary of the clinical history can be passed, on request, to another veterinary surgeon taking over the case. We will not pass your records on to any other organisation without your permission. The care given to your pet may involve making some specific investigations, for example, taking x-rays or performing ultrasound scans. Although we make a charge for performing these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Senior Veterinarian. no agent or person employed by, or under contract with the practice has the authority to alter or vary these conditions in any way.