Terms of Use

Fees
All fees are subject to VAT at the standard rate. Currently this is 20%.
All bills are itemised and are available at the time of payment or upon request.

Payment methods
We accept the following methods of payment:
Cash
Credit cards
Debit cards

Settlement terms
We do not offer account facilities. Fees should be settled after each consultation or upon collection of your pet from the surgery.
If the bill remains unpaid after 14 days we will send out a reminder invoice. Bills that remain unpaid for a further 14 days will incur an accounting fee when another invoice will be sent. After a further 14 days if the invoice is not paid the client will be referred to our debt collection agency, whereupon additional charges will be levied onto the outstanding bill. Ultimately court action may be sanctioned to collect outstanding fees.

Persistent refusal to pay bills will result in written request to seek veterinary treatment elsewhere because Arvonia Vets will no longer consider the bad debtor a client of the practice.

Ownership of records and radiographs
Clinical notes and radiographs are owned by Arvonia Vets.
Upon request we can send copies of clinical histories to referral practices and to any new practice with which the client chooses to register. Radiographs, if they can not be copied, can be sent on loan for viewing at another practice, however, these remain the sole property of Arvonia Vets.

Repeat Prescriptions
We request that you give us 48 hours notice for any repeat prescription. We are only able to prescribe medicines for patients that are deemed to be under our care. Depending on the clinical condition, this means that we must have examined your pet within the past six months.

Complaints procedure
In the event of a complaint please discuss the matter initially with the practice administrator Mrs J Yeomans. If this proves unsatisfactory put the complaint in writing for the attention of one of the directors.
In the event that we are unable to resolve the issue to your satisfaction, you have the right to make a formal complaint to the Royal College of Veterinary Surgeons (RCVS), Belgravia House, 62-64 Horseferry Road, London SW1P 2AF. The RCVS are our governing body and any complaint will be investigated by them, on your behalf, independently and without prejudice.