Should you have any queries regarding our terms of business, please contact us at the surgery or email us at firstname.lastname@example.org
All products and services are provided by Ryan and Calder Veterinary Surgeons within the terms of business outlined here.
Acceptance of any product or service from Ryan and Calder Veterinary Surgeons automatically implies acceptance of our terms of trading.
No variation of these terms will bind the practice unless they are specifically agreed, in writing, and signed by a partner or the practice manager.
No agent or person employed by or under contract to the practice has the authority to alter or vary these terms in any way.
All fees are subject to VAT at the current rate. Fees are determined by the complexity of a case, the time spent on it and the techniques, drugs, materials, consumables and diets used in its pursuance.
You can receive a detailed fee note for every consultation, surgical procedure or any other transaction you make with us.
All fees must be paid upon request, unless otherwise agreed with a partner. The only exception to this is where a “Direct Claim” has been authorized by our Accounts Department on patients with insurance policies that permit such a transaction. We do not offer credit facilities.
Methods of Payment
You may settle your account using any of the following methods:
- CREDIT/DEBIT CARD (payments can also be made by telephone)
Based on proof of entitlement, pensioners are eligible for 10% discount on all fees.
Payment is requested at the end of each consultation, after each individual treatment session, at the end of any period of hospitalisation, at the time of discharge, at the end of treatment and upon collection of any drugs, diets or other products.
Prolonged treatment will require frequent payments in order to maintain a clear account and clients should be advised that further veterinary services cannot be provided to those with outstanding debts of more than 14 days, unless alternative arrangements have been made with our Accounts Department.
Our reception and clinic staff are instructed to decline further services until any debt has been cleared in full.
Inability to Pay
If, for any reason, you are unable to settle your account upon request, we would ask you to discuss the matter immediately with our Accounts Department. Installments or part-payment of any account may ONLY be sanctioned by the practice manager or the practice principal.
Ryan and Calder Veterinary Surgeons will pursue all outstanding fees and will use debt collection agencies, legal services and court action where necessary. Failure to clear an amount within 14 days automatically incurs administrative charges.
Any cheque returned by our bank, any credit card payment not honored and any cash tendered that is found to be counterfeit, will result in the account being treated as ‘unpaid’ and we will pursue it accordingly.
Any bank charges or other costs will be transferred directly to the client. Ryan and Calder Veterinary Surgeons do not accept responsibility for the actions of debt collection agencies or the consequences of pursuing any debt owed to us or sold on by us.
Ryan and Calder Veterinary Surgeons fully supports the principle of pet insurance. We encourage all clients to consider insuring their pets before using our services. Please bring valid details of your pet insurance policy with you each and every time you use our services.
It is advisable to register all policy details with our reception staff and confirm them every time you visit one of our surgeries. This will greatly assist both you and us when your pet requires treatment. Ryan and Calder Veterinary Surgeons have a large number of trained staff to assist you in identifying suitable insurance cover and explain how claims are processed.
Whenever you have a claim, it should be passed on to our insurance representatives via our reception staff. If you require any assistance or further information, our staff will be pleased to help.
We cannot be held responsible for terms and conditions within your individual insurance policy or for clauses, exclusions or exemptions which later invalidate all or any part of your claim. It is the responsibility of all clients to inform Ryan and Calder Veterinary Surgeons in advance, about exclusions, terms and policy conditions which may affect the choice of treatment your pet receives. This applies each and every time a condition requires treating.
Please note that it is the client’s responsibility to settle our account and then reclaim the cost from the insurance company. Certain insurance policies are accepted as ‘Direct Claim’ by Ryan and Calder Veterinary Surgeons (see below).
“Direct Claim” Insurance Policies
Where clients have a suitable pet insurance policy it may be accepted as a ‘Direct Claim’ by Ryan and Calder Veterinary Surgeons. In this instance we are happy to waive the requirement to pay each time you visit one of our surgeries, providing that all necessary conditions are met. Charges over and above your excess and any exclusions will be recovered directly from your insurance company.
You are obliged to identify any relevant conditions and exclusions which may affect payments from your insurance company to Ryan and Calder Veterinary Surgeons. Excluded items (goods or services) must be paid for at the time they are provided, immediately upon request. These will include:
- Any balance where the relevant insurance claim is rejected in full, in part, or is reduced for any reason by your insurance company.
- Any balance arising if your insurance company reimburses you directly instead Ryan and Calder Veterinary Surgeons.
- Any balance if the amount you have already paid is less than the appropriate excess, as determined by the terms and conditions of your policy.
Due to FSA regulations, only certain, specified insurance policies can be managed by Ryan and Calder Veterinary Surgeons as “Direct Claim”. Our staff will be happy to advise you in this matter. Ryan and Calder Veterinary Surgeons have the right to withdraw this service at any time without prior notice and fees should be paid in full directly to Ryan and Calder Veterinary Surgeons.
If your pet insurance policy is NOT accepted by Ryan and Calder Veterinary Surgeons as “Direct Claim” you will be expected to pay all fees directly to us, upon request, and then recover the expenses from your insurance company afterwards. We will help you with this process wherever possible, but cannot accept any specific responsibility for your claim.
Premier Health Plan
For terms and conditions of our premier health plan, please click here
for a printable handout.
Estimates of Treatment Costs
We will be happy to provide a written estimate as to the probable cost of a course of treatment. Please bear in mind that any estimate given can only be approximate as a pet’s illness may not follow a conventional or predictable course. For this reason, such an estimate should not be interpreted as a fixed price quotation.
Ryan and Calder Veterinary Surgeons will only honour a fixed price quotation which has been signed by a partner or practice manager. Treatment and investigations are dictated by a patient’s condition over time. Clients need to be aware that it is only possible to give estimates covering short periods of time, i.e. two to three days. After this, further two to three day estimates can, and will, be generated in response to information available, alterations in the patient’s condition and/or any progress made.
When a pet is hospitalised every effort will be made to give regular updates via the telephone however it must be remembered that some conditions change swiftly and may require treatment immediately, this is rare and you will usually be asked to give consent for further treatment and will be advised of the cost at the time.
Set Price Procedures
Certain elective procedures, such as neutering and vaccination, are carried out at set prices, depending upon the type and size of patient. Such fees assume that no complications occur. Management of complications, from whatever cause, always generates additional costs, which are not the responsibility of the Ryan and Calder Veterinary Surgeons and so must be met by the client, as detailed below.
Outcomes, Complications and Complication Management
There are many and varied reasons why surgical or medical complications may occur, including self-trauma by the patient. We regret that we cannot be held responsible, whatever the cause. Risk of complications is clearly identified on all our surgery, anaesthesia, hospitalisation and other consent forms.
Costs arising as a result of dealing with any complications are regarded as additional to any estimate and will be included in the final account.
Ryan and Calder Veterinary Surgeons prides itself on its excellent standards of practice, equipment, staff skills and up to date veterinary techniques. The outcomes of our medical and surgical cases are remarkably good. However, just as with human medicine, nothing is 100% predictable and results can never be guaranteed.
We sincerely hope that you will never need to complain about the standards of service you receive from Ryan and Calder Veterinary Surgeons. However, if there is something you wish to discuss or you have a complaint, please in the first instance discuss the matter with the veterinary surgeon or nurse in charge of your pet and if you are unable to do this please telephone or write to the practice manager contact details can be found on our website.
Please remember to include your details, details of any member of staff involved (all our staff wear name badges and are easily identified) plus the full circumstances of your complaint. This information will remain confidential. We take all complaints very seriously and will endeavor to deal with client concerns as quickly and efficiently as possible.
Ownership of Records
Case records and documents, including those of specific investigative procedures such as radiography, endoscopy or ultrasound scans, remain the property of Ryan and Calder Veterinary Surgeons, and will be retained by us. Relevant copies of any record and/or history are available to you and can be passed, upon request, to another veterinary surgeon or pet insurance company.
Unless our clients specify otherwise, employees of Ryan and Calder Veterinary Surgeons are free to take photographic images throughout the course of all or any treatment. Such photographs may eventually be used by the Practice e.g. for marketing, teaching or training purposes.
Standards of Service
At Ryan and Calder Veterinary Surgeons, veterinary services are determined and performed by qualified veterinary surgeons, assisted by qualified or trainee veterinary nurses. All our vets and qualified nurses are registered with the Royal College of Veterinary Surgeons (RCVS
) and so must act in accordance with their guide to professional conduct at all times.
Ryan and Calder Veterinary Surgeons is recognised by the RCVS as an accredited Tier 2 practice. This means that our facilities and services are of a consistently high and certified standard. Details of the practice accreditation scheme are available from the RCVS (www.rcvs.org.uk
In an emergency we can be contacted using any of our telephone numbers to access our 24 hour veterinary service. We have staff available to deal with your pet around the clock. In some circumstances, this may involve traveling to a specific surgery which might not be the site nearest to you. We will advise you about this when you contact us, before commencing your journey.
For the security of our staff, we are unable to allow clients on to our premises out of normal working hours unless they have firstly contacted us by telephone and given adequate identification details.
All emergency cover is provided by our own staff. we do not use an external emergency service provider.
Hospitalisation of animals requires intensive and constant monitoring of patients. Ryan and Calder Veterinary Surgeons provide high quality cover at our RCVS tier 2 hospitalisation site in Dunfermline, which is staffed 24 hours a day. This ensures that your pet receives exemplary care around the clock and is never left on his or her own.
Visiting Your Pet
Ryan and Calder Veterinary Surgeons reserve the right to restrict access to animals during the period of hospitalisation. Access to animals housed in clinical areas is always at the client’s risk.
Ryan and Calder Veterinary Surgeons cannot be held responsible for any injuries or disease resulting from a client’s presence within an active clinical working environment, or the effects of the conditions within these areas. A clinical treatment area may contain surgical equipment, clinical waste, material able to transmit infectious diseases and disoriented animals able to inflict injury.
In principle, Ryan and Calder Veterinary Surgeons encourages contact between owners and their hospitalised pets, but it is inadvisable to bring minors into an active clinical area without first discussing it with the veterinary surgeon dealing with your pet. In general, access to hospitalised animals is only granted by prior arrangement, when it is deemed safe for the client and unlikely to compromise the treatment of any animal.
You may only be allowed into a staff area in the company of a member of staff. This means you may need to leave if the staff member is needed elsewhere in the building.
Client Communication Details
When owners and pets are separated as a result of critical disease and hospitalisation, Ryan and Calder Veterinary Surgeons will endeavor to keep owners regularly informed of their pet’s progress and of costs incurred.
In order to enable us to do this, it is important that clients ensure we have full details of their address, home and work telephone numbers, mobile phone number and e-mail address, wherever possible.
Your personal contact details are recorded to allow us to inform you of and discuss with you relevant details of your pet’s case, including progress, treatment and appropriate costs. These details will never be sold or disclosed to a third party and remain confidential at all times.
Ryan and Calder Veterinary Surgeons reserve the right to use these details to send literature and information to it’s registered clients.
Compliance With Booster Dates
Clients are obliged to ensure that all registered animals are fully vaccinated at all times. Ryan and Calder Veterinary Surgeons are not responsible for the consequences of a client bringing an inadequately vaccinated animal to any of our hospitals or clinics.
Ryan and Calder Veterinary Surgeons do not accept responsibility for the consequences for any animal that is not up to date with their vaccinations.
Repeat Prescriptions Policy
Ryan and Calder Veterinary Surgeons is an RCVS accredited practice with a large number of employees. In order to avoid any confusion, we operate a strict repeat prescription policy.
We ask that you give us a minimum of 24 hours notice when ordering repeat prescriptions. A veterinary surgeon must review your pet's notes before authorising the script in order to comply with the medicines act. This also allows our nursing team enough time to prepare and package the medicine and order any items that are not in stock.
We are obliged by law, to re-examine an animal under our care at appropriate intervals, to ensure that their prescription medicines are necessary and correct. This interval varies between one to a maximum of four months depending on the condition.
The Right to Refuse Service
Any client threatening a member of staff, behaving inappropriately, or failing to clear their account in response to a final written request within 14 days will be refused future veterinary services.