Thank you for choosing Hayle Veterinary Surgery
We are pleased to act as Veterinary surgeons for your domestic pets. We promise to take all reasonable care in using our professional skills to treat your pets and to keep our skills up to date. The surgeries are a privately owned business. There is no government funding or any connection with, or assistance from any other organisation.
Here we set out the terms under which this service is offered.
Emergency Service
To ensure your pets welfare we offer an emergency service at Cornwall Veterinary Emergency Treatment Service (CVETS) which is available outside our normal opening times. Our combined service means you have access 24 hours a day 365 days a year to Veterinary advice. Services provided outside office hours incur an additional charge.
Confidentiality
The relationship between Veterinary Surgeon and our Clients is founded on trust, in normal circumstances we will not disclose to any third party information about a client or animal without either expressed or implied permission.
Payment
We accept payment by credit card, cheque and cash. All clients are required to pay for their pet's treatment at the time. All surgical, investigations and treatment procedures carried out at either of our surgeries should be paid for at the time of the consultation or on collection of the patient. Drugs, dressings and diets collected from either of our surgeries should be paid for on collection.
Payments take are not made on the same day for services will have a account charged added for administration purposes.
We offer a postal service for items that can be safety posted. There is a sensible charge for this service, all items and postage must be paid for before posting. We are unable to guarantee the package in the post, if you require a recorded delivery then please ask.
Insurance
All pets at our surgeries are treated with the same care and attention, however pet insurance will cover veterinary fees in the event of illness or accident enabling many clients to receive the very best treatment without the worry of payment.
At Hayle Veterinary Surgery, we support the concept of veterinary fees insurance and undertake to complete claim forms free of charge. However, the contract of insurance is between the client and the insurance company and payment of veterinary fees is not dependent on acceptance or payment of a claim by the insurance company but subject to our normal payment terms as outlined above.
Arrangements for direct payment by the insurance company to Hayle Veterinary Surgery depend on individual circumstances.
Repeat Prescriptions
Under the guidance of the RCVS, BSAVA and BVA, the general policy of this surgery is to re-assess an animal requiring repeat prescriptions every 3 to 6 months, but this may vary with individual circumstances. Please respect the Veterinary Surgeons decision for the re-examination interval. The standard charge for a repeat prescription check includes a full physical examination and discussion with the veterinary Surgeon about the cases and any other health issues. The examination can be carried out inclusive with annual vaccinations.
Non-payment
We reserve the right to pursue unpaid fees. Civil proceedings may be issued or the matter handed over to a debt collection agency. Any costs incurred will be added to the debt and interest added under The County Courts Act 1984 or subsequent legislation. We reserve the right to ask for cash payments or to refuse to carry out further work if payment is not made in accordance with these terms of business.
Vaccination and Health Check Reminders
As an additional service to our clients we endeavour to send reminders for vaccinations when they fall due. However, the postal service is not 100% reliable and we cannot take responsibility for errors or omissions. It is the owner's duty to ensure vaccinations are up to date. In addition, a new Service in 2009 will include mobile SMS message reminders for vaccination reminders.
Complaints
We hope that you are satisfied with the efficiency and quality of our service. If, however, you are not, please refer promptly to The Partners at Hayle Veterinary Surgery in writing. Account queries should also be notified to the Partners as soon as possible.