Thank you for entrusting your pet's care to the Calder Vets team. We are committed to providing the highest standard of care for all our patients and to communicating with you fully at all times. As part of that commitment this page details our Practice Terms and Conditions. In combination with all the information available on our website (caldervets.co.uk), we hope to be able to answer any questions you may have. Please do not hesitate to contact us should you require further information and/or clarification.
Registration: It is essential for us to maintain accurate records of our clients and patients. In order to do this we will periodically ask you to confirm the details we hold for you. Up-to-date contact details are particularly important. If your details change at any point, please inform us so we may ensure our data base is as up to date as possible.
Estimates of treatment costs: We are happy to provide a written estimate regarding the expected costs of investigations, a surgical procedure or course of treatment. Please bear in mind that any estimate given can only be approximate due to the unpredictable nature of clinical work. The final invoice may be above or below the original estimate, depending upon clinical circumstances. Where possible we will keep clients updated if costs are likely to exceed the original estimate, although in a clinical emergency this may not always be possible.
Fees: All of our charges/fees, include VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets etc that are used when caring for our patients. You will be offered a detailed invoice for every consultation, investigation, surgical procedure or transaction. No medication or food will be dispensed without payment.
Methods of payment: We require payment, in full; at the time of consultation, upon discharge of your pet or on collection of any medication/diets. We accept Cash, BACs payments, debit and credit cards. We reserve the right to request part-payments of estimated costs during extended stays or on admission.
We do not accept American Express cards.
Settlement terms: Should an account not be settled within 7 days, a reminder will be sent. Should it be necessary for further reminders to be sent, an additional administrative fee may be charged to you. After due notice to you, the client, overdue accounts will be subject to our debt collection procedure and further charges may be levied in respect of costs incurred in collecting the debt: such as court fees, correspondence, court attendance, phone calls, etc. Any cheque returned by our bank as unpaid, any card payment not honoured, and cash tendered found to be counterfeit will result in the original account being returned to the original sum and there may be further charges added in respect of bank charges and administrative costs. We reserve the right to withhold all but emergency treatment whilst a balance remains overdue.
Inability to pay: If for any reason you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of our team. Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of a Director. Failure to make payment within 30 days of the invoice issue date may result in the matter being referred to a third party and additional costs and interest may be added to the outstanding balance.
Pet insurance and direct claims: Calder Vets strongly supports the principle of insuring your pet against accidents and illness and we will always submit indirect insurance claims promptly to ensure you are reimbursed as quickly as possible. However, in the case of direct claims, please be aware that it remains your responsibility to settle your account within 30 days, if we have not received payment from your insurance company.
Any anticipated shortfall in the cost of treatment which is not covered by your insurance company will be payable by you, to us, at the time of making the first direct claim. Any additional shortfall which is owing after the claim has been settled will also be payable by you, to us, within 7 days. It is important to appreciate that if, having carried out careful checks with you and your insurers, we decide that we are prepared to undertake a direct claim for the treatment of your pet, this is not a guarantee that your insurers will settle your claim, and if they fail to do so, this will result in a shortfall for which you will be liable to pay us in full.
Consent: Written signed consent for procedures is required in all cases of admission to the hospital and we will endeavour to discuss alterations prior to action being taken. Consent is also required for the use of medications in species for which they were not licensed e.g. rabbits and rodents. In this case a lifetime consent form will be provided to allow this to be done without asking for specific permission in each and every separate case. This is required as the majority of veterinary drugs are not licensed for use in small mammals, reptiles, birds, fish, amphibians and invertebrates. We must then use drugs which have a proven activity and efficiency despite this lack of licence.
Prescriptions: Prescriptions are available from the Practice. You may obtain Prescription Only Medicines Category V, (POM VPS) directly from us, as prescribed by the veterinary surgeon in charge of your pet’s care, or you may ask for a written prescription and obtain these medicines from another veterinary surgeon or pharmacy.
A prescription may not be appropriate, however, if your animal is an in-patient or immediate treatment is necessary. Please also note we cannot take responsibility for medications purchased elsewhere. A reasonable charge is made for formulating and supplying a written prescription.
Repeat Prescriptions: We kindly request that, wherever possible, you give us 48 hours’ notice for repeat orders of either medication or prescription food. Certain medications may have to be ordered in for the sole treatment of your pet and in these instances, we will require payment in full, even if they are not collected or used. We will always inform you, on request, of the price of any medicine that may be prescribed for your pet.
Concerns and Standards: Calder Vets is an RCVS accredited Hospital and is regularly inspected and audited for this purpose. We aim to offer the highest standards of patient and client care at all times, and as such we hope that you never have recourse to complain about the standards of service received from us. However, if you feel that there is something you wish to bring to our attention, please speak to a member of reception in the first instance. One of our managers will assist with any issues that remain unresolved and, where appropriate, they will escalate the matter to the Directors.
As a veterinary business, our veterinary surgeons and veterinary nurses must comply with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct. If you have concerns relating to the professional conduct of a staff member and have not been able to resolve it with Calder Vets directly, you can contact the RCVS via their website www.rcvs.org.uk where you'll find further details of how to register a complaint.
Ownership of radiographs and similar records: We work in accordance with Royal College of Veterinary Surgeons guidelines i.e.
- Clinical and client records, including radiographic images and similar documents, are the property of, and should be retained by Calder Vets in the interest of animal welfare and for our own records. In the event of supersession, second opinion or referral, copies with a relevant clinical history will be passed, on request to a veterinary surgeon taking over or seeing the case.
- Should copies of radiographs or reports be required, a charge may be incurred.
Return of unused drugs: We are happy to accept unused medications back into the practice for disposal only. Drugs which have left the premises cannot be refunded. Any drugs purchased from any other supplier will not be accepted for disposal.
Repeat examinations: It is necessary both for the welfare of your pet and to meet legal obligations, for Calder Vets to re-examine animals receiving long term medications. The interval will vary with the condition and the medication but will be no longer than every 6 months. The prevailing examination fee will be charged for that consultation.
Out of hours care: Here at Calder Vets we run a year round, 24hour emergency service from our Dewsbury Hospital. You can contact our Out of Hours service any time on 01924 465592.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by a Director. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.