Thank you for entrusting the care and attention of your animal to Moray Coast Vet Group. This details our Practice Terms and Conditions. Some aspects of the Terms and Conditions may not be relevant to you. Please ask for further explanation/clarification if required.  

Our commitment to you
We aim to provide you with a first class service. We aim to provide your animal with the highest standard of  treatment and care.  

Fees  
All fees, consumables 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. Details of our fees are  available upon request and a detailed invoice is provided for every consultation, procedure or transaction.  Estimates can also be provided on request.  

Methods of payment
Accounts are due for settlement at time of treatment. Your account may be settled using:  

• Cash
• Credit/Debit card – Switch, Solo, Delta, Mastercard or Visa 
• BACS (Bank Automated Credit Service) 
• Cheque with current banker’s card 

Estimates of treatment costs  
We will, upon request, be pleased to provide an estimate as to the probable costs of any treatment, but please bear in mind that any estimate given can only be approximate. An animal’s illness may not follow a predictable course or outcome. We endeavor to keep you apprised to ongoing costs as treatment  progresses.  

Settlement terms  
Accounts are processed and invoices issued every month and payment is requested on presentation of invoice. On all balances remaining unpaid after 90 days from the date of  invoice, a 10% surcharge will be charged and a further 2.5% per month thereafter. Non–payment may lead to recovery/court action being taken. Any charges made by the debt collection agency will be added to your outstanding balance.  

Late payment will result in the need for all fees to be paid for at the time of treatment or withdrawal of our  Veterinary Services.  

Inability to pay  
If you find yourself in the unfortunate position of being unable to pay your account please discuss this matter  as soon as possible with a member of staff. Installments or part payments of any accounts may ONLY be  sanctioned with express permission of a Director or Practice Manager in advance.  

Pet Insurance  
Moray Coast Vet Group supports the principle of insuring your pet against unexpected illness or accidents. Please be aware that it is your responsibility to settle your account with ourselves and then reclaim the fees from your  Insurance Company. 

Terms and Conditions 

Insurance claims  
Please make sure you read the small print on your insurance policy documents, so that you are fully aware of  what will, and will not, be paid for in the event of a claim. It is your responsibility to inform your insurer. Please ensure that you settle your account in full if the insurance payment is to be made direct to you. In some circumstances we can make a direct claim to your insurance company, this can only be done after agreement with a member of staff and a direct claim consent form completed.

If you only pay your insurance excess when you submit your claim form to us, please indicate clearly that you are instructing your insurance company to pay us directly. You will be responsible for paying all fees should they not be covered by the Insurance Company. We charge an administration fee for completing insurance forms, this fee covers 1 year and per condition.  A member of the team can quote you this fee. 

Consent and Instructions
In most cases we will only accept instructions from you as the owner of your pets. If you are happy for other people to request veterinary services on your behalf, please inform us of their name, and we will record your wishes on your account.  

Medication  
In order to comply with RCVS Medicines Regulations, we cannot supply prescription medications without  first examining your pet. In order to prescribe, we have by law to be able to demonstrate that the patient is  “under our care”. To allow us to re-prescribe we must re-examine the patient every 6 months.  

Normal working hours/office hours  
The Forres and Nairn Clinic are open from 8.00am – 6.30pm Monday to Friday. An ‘Out of Hours’ call  out fee will be charged for all requests for visits telephoned before 8.00 am and after 6.30pm on weekdays.Saturdays Forres is open 9am-5pm, Nairn is open 12pm-2.30pm, Lossiemouth and Balloch are opened different times per day (see website for opening hours). An ‘Out of Hours’ call out fee will be charged Saturday 5pm-Monday 8am. 

The emergency service can be accessed via our normal practice  number on 01309672243/01667453161.  

Marketing  
As a client of Moray Coast Vet Group we may, from time to time, send you relevant and carefully selected marketing  literature and newsletters, either by post or email. We will NEVER give your details to external companies for such marketing. If you would prefer for us NOT to send you such information please contact us to request you do not receive any such literature.  

Ownership of records, x-rays & similar documents  
The care given to your pets may involve making some specific investigations, for example taking blood samples, X-Rays or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, the resulting records, clinical or otherwise, remain the property of the Practice. Case records can be copied and, on request, can be passed to another Veterinary Surgeon taking over the case. There is no charge incurred for copying any Veterinary records and documentation.  

Complaints & standards  
We hope that you never feel the need to complain about the standards of service received from Moray Coast Vet Group.  However, if you feel that there is something you wish to complain about, please contact the Practice Manager during normal office hours. 

Variations in terms and conditions of business  
No addition or variation of these conditions will bind the Practice unless specifically agreed in writing by the  Moray Coast Vets ltd Directors. Additionally no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in any way.