Terms of Business

TERMS OF BUSINESS

All clients are required to settle their account in full at the time of treatment.

Prescription charges apply to any prescription requested by a client which is not filled and dispensed by Abington Park Veterinary Group. Please speak to the receptionist about prescription charges.

Payment Methods
We accept cash and most credit and debit cards with the exception of American Express.


If your pet is insured

Insurance companies offer different levels of cover and we strongly recommend you check your policy details for level of cover. You should also check what items are excluded from cover

Prior to committing to treatment it is important that you establish and confirm:

  • That the condition being treated is covered by your insurance policy as some annual policies do not cover on going conditions.
  • In the event of an on-going claim there are no exclusions in place or limits to what you can claim.
  • Your annual limit, per condition, for claims on the policy.
  • How much you have already claimed (this can be at our practice, or in the case of referrals, your usual practice).
  • Your level of excess on your policy.

We do not track your insurance policy. It is your responsibility to ensure that your limits are not exceeded. If insurance policy limits are exceeded it is your responsibility to settle outstanding amounts.

We recommend you contact your insurer to confirm the condition and treatment is covered and obtain a pre-authorisation for the claim before treatment commences.

You should obtain a claim form from your insurer, complete your part of the form in full and bring it with you to your first appointment along with your policy document. You must settle your account in full at each appointment. We will complete the claim form and return it to you after the treatment, along with our invoice to submit to your insurance company for reimbursement.

We are able to discuss insurance plans with Petplan and RSA brokered plans under individual arrangements made with them. Under the Financial Services Authority (FSA) rules, we are unable to discuss claims with other insurers.

 


Direct Claims for insured clients.

In exceptional circumstances we are able to settle claims, on your behalf, directly with your insurance company.

We cannot settle direct claims for amounts of less than £250.

Direct settlement of claims should be agreed with the vet treating your pet. You must complete and sign a direct payment of insurance claim form before treatment can begin.

Direct claims are not allowed for clients insured with Equine and Livestock (E&L) Insurance Company or any of it’s affiliates; Animal Friends; BDML Connect or any of it’s affiliates.

We will need proof of your address from a drivers licence or utility bill.

We charge an administration fee of £20 for settlement of direct claims. This will need to be paid at your first appointment.

Additionally, we require a deposit of  £250. This will need to be paid at your first appointment and will be refunded to you when your insurance company settles your claim. Any excess payment will be deducted from the refund.

Direct claims are for initial diagnosis and treatment. We can not offer a direct claims service for payment of ongoing medication required for your pet unless the value is over £250. Repeat prescriptions not covered by a direct claim will need to be paid for when collected.

Insurance companies offer different levels of cover and we strongly recommend you check your policy details for level of cover. You should also check what items are excluded from cover.

Prior to committing to treatment it is important that you establish and confirm:

  • That the condition being treated is covered by your insurance policy.
  • In the event of an on going claim there are no exclusions in place or limits to what you can claim.
  • Your annual limit, per condition, for claims on the policy.
  • How much you have already claimed (this can be at our practice, or in the case of referrals, your usual practice)
  • Your level of excess on your policy.

We do not track your insurance policy. It is your responsibility to ensure that your limits are not exceeded. If insurance policy limits are exceeded it is your responsibility to settle outstanding amounts.

You must contact your insurer to confirm the condition and treatment is covered and to obtain a pre-authorisation for the claim before treatment commences.

You must inform us of the pre-authorisation number for your claim prior to commencement of treatment.

You will need to give us details of your insurance company.

We will need:
Insurance company name
Name of Policy Holder
Policy Number
Policy start date and expiry date
Amount of Excess
Annual limit, per claim, on your policy
Total claimed this year so far for the condition being treated
Pre-authorisation number for this claim


If your pet is not insured

We are happy to provide an estimate of the potential cost of treatment. You should note that this will not be an exact quotation. The nature of our work means we can not give an exact quotation but if fees are rising in excess of the original estimate, further costs will be discussed by the veterinary surgeon before carrying out further investigations, treatment or procedures.

Interest free finance is available, subject to status, for sums over £500. Please discuss this in the first instance with the veterinary surgeon before commencement of treatment.


Terms and Conditions of Abington Park Veterinary Group Loyalty Card

The Abington Park Vets Loyalty Card is provided by the Abington Park Veterinary Group.

To qualify for the loyalty card scheme you must be a primary care client of Abington Park Veterinary group.

Clients who have been referred to us by other practices for referral treatments or Out of Hours Emergency treatments do not qualify for this scheme.

Your card is unique to you, is not transferable and will bear your client ID number. By taking part in our scheme you agree to it’s terms and conditions.

Clients with multiple pets will only receive one loyalty card for all their pets.

Abington Park Veterinary Group reserve the right to cancel, suspend or withdraw the Scheme at any time.

We can change the terms & conditions of the Scheme at any time. We’ll always give notice of changes. We’ll include a notice on our website of any changes to the terms and conditions for the Scheme.

We can take any action we consider appropriate if we have reason to believe that you are abusing the Loyalty Card scheme, including withholding loyalty stamps previously credited to your account.

Loyalty stamps will be awarded for each full £25 spent on goods or services in any of our three practices.

You must present your loyalty card to be stamped at the time of purchase of goods or services.

When your loyalty card has been completed, please hand it to one of our receptionists and you will be given a £5 credit on your account. Loyalty credits will not be applied until any outstanding accounts have been settled in full, this includes direct claims through your pet insurance company.

Your loyalty card has no cash value and you cannot exchange your loyalty stamps for cash or have a credit applied to any of your credit or debit cards at any time.

There is no expiry date for each individual loyalty card as long as the scheme is still in operation.


Terms and Conditions Of Pedigree/Tesco Complimentary Vet Healthcheck Offer.

You must have a qualifying coupon from a Pedigree Petfood purchase at Tescos.

To qualify for the Free Vet Check, the coupon/email must be presented at the time of the appointment.

The coupon/email can only be used once for one pet and only used in one transaction.

You will be required to register your and your pet’s details with Abington Park Veterinary Group.

The health check will be carried out either by a fully qualified vet or veterinary nurse.

The Free Vet Check coupon/email refers to the health check fee only.

The Free Health Check is a basic examination of your pet, similar in scope to a standard examination for “fitness to travel”.

The Free Vet Check is intended to be carried out on animals whose owners understand them to be in a good general state of health. It is not a consultation for a condition that the client is already aware of or already suspects.
During the booking-in process (either by phone or in the practice) a set of questions may be asked to verify the wellness of the animal. If the pet is sick and the client wants their animal to be seen immediately, the Free Vet Check will not apply and a full consultation fee will be charged.

The Free Health Check Comprises of an Examination of:
Ears, Eyes, Nose, Mouth including Teeth
(Eye examination does not include fundus examination or intra ocular pressure measurements)
Skin, nails
Heart, Lungs ( by auscultation with stethoscope)
Abdominal Palpation- feeling for internal organ abnormalities.
Peripheral Lymph Nodes (palpation)
Conformation, Stance, (observation)
Locomotor apparatus/musculoskeletal system to degree decided by vet (observation, manipulation if necessary)
External Genitalia, Anus
Weight

Where the vet or veterinary nurse has suspicions of issues not revealed by a basic examination, further tests or procedures may be recommended. Any treatments or further tests recommended by the vet or veterinary nurse must be arranged at the customer’s discretion and will be payable at our standard rates.

All appointments will take place at our surgeries during normal opening hours.

If you have made an appointment and need to cancel/ rearrange please contact us as soon as possible. While we will try to accommodate your needs, we are not obliged to offer repeated rescheduled appointment times, and can withdraw performing this check if we have evidence that appointments have been repeatedly missed.

We reserve the right to refuse to see clients that may have previously been asked not to return to the practice or who are currently in dispute with the practice. This may have been caused by (but is not limited to)
non-payment for treatment and services or aggressive, rude or threatening behaviour to staff.

One valid coupon/email per pet per household, up to a maximum of 3 valid coupons/emails (3 pets) per household.

The Free Vet Check is for cats and dogs only.

Appointments must be made and attended before 6th November 2015.
Any appointments made after this date will not qualify for a free vet check.

Tesco, Tesco Bank, Mars and any other partners associated with this promotion accept no liability for any injuries to pets, or claims by pet owners, in relation to the Free Vet Check.

The voucher cannot be used in conjunction with any other discount, offer or voucher and is not transferable. No cash alternative is available.

Your details may be shared between Tesco, Tesco Bank, Mars Petcare UK and Royal Sun Alliance.

For any questions that cannot be answered via www.tesco.com/freevetcheck, please telephone the Tesco Customer Services Team on 0800 50 5555.
Tesco Bank Pet Insurance is arranged, administered and underwritten by Royal & Sun Alliance Insurance plc.


Scientific References for Early Neutering

1.(Bushby PA, Griffin B. An overview of pediatric spay and neuter benefits and procedures. VetMed 2011;106(2): 83-89)
2.Spain CV, Scarlett JM, Houpt KA. Long-term risks and benefits of early-age gonadectomy in dogs. J Am Vet Med Assoc 2004;224(3):380-387.
3.Salmeri KR, Bloomberg MS, Scruggs SL, et al. Gonadectomy in immature dogs: effects on skeletal, physical, and behavioral development. J Am Vet Med Assoc 1991;198(7):1193-1203.
4.Howe LM, Slater MR, Boothe HW, et al. Long-term outcome of gonadectomy performed at an early age or traditional age in dogs. J Am Vet Med Assoc 2001;218(2):217-221.
5. Stubbs WP, Bloomberg MS, Scruggs SL, et al. Effects of prepubertal gonadectomy on physical and behavioral development in cats. J Am Vet Med Assoc 1996;209(11):1864-1871.
6.Herron MA. The effect of prepubertal castration on the penile urethra of the cat. J Am Vet Med Assoc 1972;160:208-211.
7.Root MV, Johnston SD, Johnston GR, et al. The effect of prepuberal and postpuberal gonadectomy on penile extrusion and urethral diameter in the domestic cat. Vet Radiol Ultrasound 1996;37:363-366.
8.Arnold S, Arnold P, Hubler M, Casal M and Rusch P (1989/1992). Urinary incontinence in spayed bitches: prevalence and breed prediposition, (originally in Schweizer Arch Tierheilkunde 131: 259-263, reprinted in Eur J Comp Anim Pract 2: 65-68.


 

Complaints procedure for clients : We hope that you will never feel the need to complain about your experience with us. However if you do have concerns then these should be raised with the Clinical Directors, and can hopefully be sorted out at this level. More serious complaints should be addressed in writing to the Clinical Directors. We will then investigate the complaint and respond in writing after taking appropriate legal advice.
Abington Park Veterinary Group will not tolerate any aggressive, or abusive behaviour to any staff member at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.

Abington Park VetsTerms of Business