Terms and Conditions of Business


Fees All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials and consumables used. You will receive a detailed invoice for every consultation, surgical procedure or transaction with us.

Methods of Payment
Accounts are due for settlement at the end of each consultation, the discharge of your pet or on collection of drugs/diets. You may settle the account using:

Estimates of Treatment Costs
We are happy to provide a written estimate as to the probable costs of a surgical procedure or 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.

Settlement Terms
Should an account not be settled within 14 days, then a reminder will be sent with an additional accounting fee in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges will be incurred. After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc. Any cheque 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 to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.

Inability to Pay
If for any reason you are unable to settle your account as specified, we ask you discuss the matter as soon as possible with the Practice Administrator. Please note that instalments or part payment of any account may only be sanctioned with the express permission of David Culley. Should your account remain outstanding for over three months we reserve the right to refuse to treat any animal belonging to you.

Pet Health Insurance
Yew Tree Veterinary Centre strongly supports the principle of insuring your pet against illness or accidents. Please be aware it is your responsibility to settle our account and then reclaim the fees from the insurance company.

Out of Hours
We offer a 24 hour emergency service 365 days per year. Out of normal working hours a member of our veterinary team will attend to your pet’s emergency at Yew Tree Veterinary Centre.

In patient Care
If your pet has to stay in overnight with us, regular checks will be made by one of our vets and the nurse on call. The frequency of these checks is determined by your pet’s needs. As a minimum, a check will be made before midnight and in the morning, but a vet and nurse may visit several times during the night should it be necessary. On the rare occasions when constant monitoring is required we can arrange to stay with your pet. The welfare of your pet is always our primary concern and whatever is decided you can rest assured it is in their best interest.

Ownership of Records
Case records including radiographs and similar documents are the property of, and will be retained by, David Culley. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.

Ownership of Radiographs and similar records
The care given to your animal may involve making specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph remains with the practice.

Use of “OFF- LABEL” MEDICINES
When an animal is under the care of the Practice there may be occasion when it will be necessary to use authorised human or veterinary medicines which may not specifically be authorised for use in this particular species (off-label medicines). In accepting the terms and conditions of this Practice you are giving permission for use of such medicines, provided the veterinary surgeon prescribing them has explained any known side effects or attendant risks associated with their use and, in giving permission for their use , you accept any attendant risks.

Cancelled Appointments
We require a minimum of 12hrs notification if you wish to cancel an appointment. Failure to attend for an appointment without 12 hours prior notification will incur a charge that will be added to your next invoice.

We are closed between 13:00 – 14:00, however emergencies will still be seen.

Feedback and comments from clients
We value your feedback and comments on all aspects of our Veterinary Practice so that we can improve the service that we provide to you and your pets.

Complaints
We hope that you never have cause to complain about the standards of service you receive from Yew Tree Veterinary Centre. Please let us know immediately if you are unhappy with the service provided as a delay may make it impossible to investigate the complaint properly. If you feel that there is something you wish to bring to our attention, then, please direct your comments in the first instance to the person in charge of your pet’s care. They may be able to address your concerns quickly there and then. Alternatively you can write to the Practice Manager.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Practice Principal. No agent or person employed by, or under contract with the practice has the authority to alter or vary these conditions in any way.