Thank you for entrusting the care of your pet to Lanes Vets. It is our aim to provide a cost effective and high quality service. This page on our website details our terms of business. If you are unsure of any aspect please ask a member of staff for clarification.
Fee levels are determined by the professional time spent on a case, the drugs, specialised equipment and other consumables used. We will happily provide a written estimate as to the probable costs of a course of treatment or surgical procedure. Please bear in mind that any estimate given can be only approximate, as a pet’s illness may not follow the expected course.
A detailed breakdown of fees is available on request for each transaction.
All fees, drugs and diet charges are subject to VAT at the current rate. In order to keep costs to a minimum, we ask that accounts are settled at the time of consultation or on collection of your pet from the hospital. To facilitate payment we are happy to accept most credit or debit cards, cheques and cash. In general we ask that insured clients settle outstanding accounts and then reclaim monies back. However in some circumstances, a direct insurance claim may be possible.
All veterinary services must be paid for at the time of treatment. If, for any reason you are unable to settle your account, we ask you discuss the matter as soon as possible with the branch manager, clinical manager or partner.
If an account is not settled after due notice, in writing, to you the client, overdue accounts will be referred to our debt collection agency and if necessary, referred for legal action. Further charges will be levied in respect of costs incurred in recovering the debt. Any cheque returned as unpaid, credit card payment not honoured or any cash tendered that is found to be counterfeit will result in the account being restored to the original sum along with any further charges incurred as a result of bank charges and administrative costs, together with interest on the original sum.
Ownership of Records
Case records remain the property of the practice and need to be retained by the practice. This includes radiographs, laboratory reports and ultrasound scan pictures. Even though a charge is made for these investigations and interpretation of the results, ownership of the resulting records remains with the practice. If an animal is referred or attends a different veterinary practice, copies of the case notes and other relevant documentation will be passed to the attending veterinary surgeon on request.
Complaints and Standards
We hope you never have cause to complain about the standards of service you receive from the practice. However if you feel dissatisfied in any way or there is something you would like to bring to our attention, please contact the branch manager in the first instance and they will be more than happy to deal with any problems.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice partners.
No agent, person employed by or under contract with the practice has the authority to alter or vary these conditions in any way.