Fees

All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by expertise, time spent on a case, procedures, drugs, materials, consumables, diets etc. We provide a detailed invoice for every transaction that is made and are happy to explain your invoice if required.

Payment

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of any medications or other items.

We accept:

• Cash
• Credit/Debit Cards – Switch, Solo, MasterCard, Visa, Delta (We do not accept American Express)

Estimates

We can provide a printed estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course.

Consent Forms

Before performing any test or procedure(s) on your pet we will ask you to sign a consent form. This form is a record of an agreement made with us, for us to treat your pet and what is involved along with any likely consequences. The authorising signatory may be that of an agent if the client is unavailable to sign (providing the owners’ permission has been given). Any signatories must be over the age of 18. Along with authorising treatment the signature also gives agreement to pay for the treatment within the agreed timescale. If you require a copy of your consent form please ask a team member on admission to the practice.

Medication

As a veterinary practice we have an obligation to use veterinary UK licensed medicines wherever possible. The dosage of all medications is carefully calculated and given in accordance with the manufacturer’s guidelines. There are certain situations where the best treatment for your pet may require the use of medicines which do not hold an appropriate licence for the species concerned. In this case we might therefore recommend using such a medicine ‘off licence’ but these will be prescribed in accordance with the cascade. The cascade is a sequence that all veterinary surgeons must follow when treating animals. Our use of off licence medications will be based upon our knowledge of the use in animals and an assessment of the risks and benefits involved. These medicines will only be used when they are indicated and deemed necessary and no licensed alternative exists. You will be asked to sign an off licence consent form to indicate your agreement to use the off licence medication.

We are unable to refund the cost of medication when returned but will be happy to dispose of any unused medications on your behalf.

Prescriptions

If your pet is on long term medication and you require a repeat prescription, we request that wherever possible you contact us at least 24 hours prior to collecting the medication or prescription. This will enable the veterinary surgeon to authorise the prescription medicines and for them to be prepared and made ready for collection. In some cases it is necessary for us to order certain medication from our veterinary wholesaler, in which case at least 24 hours notice is helpful.

Please remember that by law and in order to comply with the RCVS legal requirements, it is necessary for us to re-examine your pet from time to time before issuing further medication. This enables us to review your pet’s progress with you and make sure the treatment is effective. The time interval between these examinations will usually vary between 3 and 6 months, depending on the nature of the condition being treated and the medication prescribed. This check up is subject to a standard consultation charge. We apologise for any inconvenience this might cause, but the monitoring of any ongoing illness is essential for your pet’s best health. We will inform you if we need to examine your pet or if we require a little more time to obtain the items required.

Written prescriptions for Prescription Only Medicines, Category V (POM-Vs) are available on request, for patients under our care to enable you to obtain the medicines from another veterinary surgeon or pharmacy. A request for a written prescription involves a review of the animal’s case notes before writing, to ensure it is appropriate and so will involve a charge. We do advise that at times a written prescription may not be appropriate eg if your pet is in hospital or it will delay treatment in certain cases. Please ask if you would like more information on the price of any of our medications.

Payment Terms

Payment is due at time of consultation and if further reminders have to be sent, further charges will be incurred. Overdue accounts will be transferred to our Debts Collection Agency after due notice to you, and further charges will be levied in respect of costs incurred in collecting the debt. We also reserve the right to charge interest at 3% per month for non-payment.

Failure to pay may result in Ark Vets only providing first aid and pain relief under these circumstances. A letter giving 7 days notice to find another Veterinary Practice to take care of your pet may also be sent if we feel that the trust between the veterinary practice and client has broken down.

If, for any reason, you are unable to settle your account as specified, please discuss the matter as soon as possible with a member of our team, so that we can try and help. Please note that instalments or part-payments of any account may only be sanctioned with the express permission of a Veterinary Surgeon.

Pet Insurance

Ark Vets strongly advises insuring your pet against illness, accidents and taking out third party cover. Please ask for details about insurance from any member of our team. Please be aware that it is your responsibility to settle your account and then reclaim the fees from your Insurance Company.
Direct claims can only be made following pre-authorisation in advance from the insurance company and for no less than £300. A charge will be made for pre-authorisation. Please ask our reception team for assistance with your insurance claim.

Complaints

We endeavour to be an approachable caring service. We will provide the best care and attention possible for you and your pets. If any aspect of our service fails to meet your expectations or you have any suggestions as to how we can improve our service please contact Sinead Armstrong.

Privacy Policy

Any personal information collected from any Ark Vets forms is only used by Ark Vets and not passed on to any third parties. This is in accordance with the Information Commissioner’s Office with whom we are registered with (Z980170X).

Any photos or videos submitted to Ark Vets will automatically be deemed the property of Ark Vets and must have permission from the pet owner and photographer, we can take no responsibility for copyright. Photos and videos may be used on our website, social media and other publications as we see fit. Photographs may be taken of your pet while visiting the practice and permission will always be sought before publicising them. For more extensive information on our online Privacy Policy.

Ownership of Records

Case records including radiographs and similar documents are the property of practice, and will normally be retained by the practice for a minimum period of 7 years. Copies with a full clinical history will be passed on request to any Veterinary Surgeon taking over the case. Where any significant expense is involved in providing such copies, as there might be, for example, with the provision of radiographs, a charge may be made.

Referrals & Second Opinions

On some occasions it may be necessary to refer your pet to another Veterinary Surgeon, if your pet’s condition requires specialist knowledge or facilities that are not available in the practice.
Second opinion appointments can be requested to see a Veterinary Surgeon at another veterinary practice. These are sometimes requested if a client wishes to confirm a diagnosis or obtain a different veterinary opinion. In all cases we will on request provide a full clinical history to the requesting Veterinary Surgeon.

Ark Veterinary Centre is the trading name of Ark Vets Ltd. Company Registered in England Number 5886364. VAT Registration 896754845

Updated 24th March 2016