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All fees and charges for drugs, diets and other products are subject to VAT at the current rate where applicable. Fee levels are determined by the time spent on a case or on a visit and according to the drugs, material, consumables and diets used. Our written fee list is available on request. You will receive a detailed invoice for every consultation, visit, surgical procedure or transaction with us.


Estimates of Treatment Costs

We will be happy to provide an approximate price for treatment of your animal(s). However, please bear in mind that any estimates given can only be approximate. An animal's illness may not follow a conventional course, and extra fees can be incurred. Also unexpected complications may arise. Where appropriate we will attempt to contact you to discuss additional costs should such circumstances arise. If this is not possible then the attending veterinary surgeon will perform any additional procedures which in his / her opinion are necessary.


Methods of Payment and Settlement

Our payment terms for established registered equine clients are strictly within 14 days of invoice. Small animal accounts are due for settlement at the end of the consultation, the discharge of your pet from the surgery or upon supply of any goods.

You may settle your account using any of the following:

Credit / Debit Card – Visa, Mastercard, Delta, Solo, Switch, Worldpay

Cash or by BACS

Should an account not be settled by the due date a reminder will be sent.

After due notice to you the client and at the discretion of the Partners, overdue accounts will be pursued through either a Debt Collection Agency or through the Small Claims Court. Town & Country Veterinary Centre reserve the right to add further charges deemed necessary to recover the debt. Any payment returned by our bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored fully and further charges added. For new  equine clients we need to establish a credit history before an account facility is offered, so payment is required either upfront or at the time of the visit / treatment by any of the methods mentioned above. The Partners reserve the right to suspend any discounts normally applied to the client account for drugs or professional fees without notice.

Failure to settle your account will result in the withdrawal of veterinary services. 7 days written notice will be given. A late payment fee will be charged on all debts outstanding past the payment due date.


It is your responsibility to settle your account. The Practice will give every assistance in the prompt completion of insurance claim forms, but you, the client, are responsible for any fee. A reasonable fee will be charged to cover our costs for completing the insurance claim form.


Inability to pay

If for any reason you are unable to settle your account as specified, we ask that you discuss the matter as soon as possible with the Practice Manager. Please note that instalments of part payments of any account may ONLY be sanctioned with the express permission of the Practice Manager. Please note that all goods and products including drugs remain the property of Town & Country Veterinary Centre until paid for in full.


Ownership of Records

Case records including radiographs and similar documents are the property of, and will be retained by Town & Country Veterinary Centre. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.


Complaints and Standards

Town & Country Veterinary Centre strive to provide high standards of veterinary care and service. If however, you feel that there is something you wish to discuss please write to the Practice Manager.


Repeat Prescriptions

Please give at least 48 hours notice when you need a repeat prescription. These need to be authorised by a veterinary surgeon before the drugs can be dispensed. A vet will need to see your animal at least every 6 months. We endeavour to be very competitive with our drug pricing, however you may wish to purchase your drugs elsewhere. A prescription can be provided on request but notice may be required. A reasonable fee to cover our costs in providing a prescription will be charged.


Refund Policy

You have the right to a refund or replacement where goods are faulty.


Special Orders and Non-Returnable Items

Any items not normally stocked by the Practice that have to be ordered specially from a wholesaler or other third party, which are subsequently not required will be charged to your account unless we are able to find another purchaser. Because of rules laid down by the National Office of Animal Health and VMD, wholesalers will not accept returned vaccine. Consequently, we are unable to make refunds for these products if not collected or if returned to the Practice, even when unused.


Terms and Conditions

By agreeing to these Terms and Conditions, Town & Country Veterinary Centre reserve the right to amend them as and when necessary without prior consultation with the client. A written copy of the current Terms and Conditions will be available on request.

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