TERMS AND CONDITIONS OF BUSINESS

Thank you for entrusting the care and attention of your pet to Ashman Jones. This page details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.

FEES

All fees, diet 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, consumables and diets used. Details of our fees are available on request.

You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.

ONLINE REGISTRATION and WEEKEND/BANK HOLIDAY REGISTRATIONS

We offer a £10 Discount for all on-line registrations. This can be used for any non-emergency consult and must be booked 24 hours in advance. Please ensure that you bring evidence of your £10 off to your first consult so that we can deduct this from your invoice. (Printed email or mobile phones are acceptable). The £10 Offer valid for consultation fees only. Please note if registering on a weekend or bank-holiday, there will be a single £20 registration charge if you wish to be seen on the day or weekend/bank-holiday associated with the day of your registration

SETTLEMENT TERMS

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets. You may settle the account using:

CASH

CHEQUE with current Bank card

CREDIT/DEBIT CARD – MasterCard, Visa, Delta, including telephone settlement.

Please retain all payment receipts and note that charges for work-in-progress such as laboratory tests will only be applied when complete and may not be known to reception staff at the end of consultations.

ESTIMATES OF TREATMENT COSTS

We will happily provide an estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet's illness will not follow a conventional course. An upper limit to costs for any planned investigation or treatment can be agreed and we undertake to contact clients whenever possible where estimates seem likely to be exceeded.

PET HEALTH INSURANCE

Ashman Jones supports the principle of insuring your pet against unexpected illness and accidents . It ensures that you do not have to compromise your pet's treatment for financial reasons. We provide four weeks free Petplan insurance cover for new puppies and kittens on their first vaccination. Lifetime pet insurance such as that provided by Petplan's Lifetime Cover and others ensure that your pet is covered even for conditions that persist for several years eg arthritis, heart conditions etc. To help with our claim, we provide a direct claim service free of charge. (If you send your insurance policy, a claim form and pay your excess at the start of any condition, our insurance administrators will process the claim. This direct claim facility prevents paying the full cost of the claim and waiting for a refund from the insurance company).

However, it still remains the responsibility of the policyholder to ensure that all the terms and conditions of the policy are met and in the event of non-payment by the insurance company, the policyholder still remains liable for payment. The direct claim service is available for all insurance companies except Equine and Animal Livestock. Please ask for details about insurance from any staff member.

COMPLAINTS AND STANDARDS

We hope that you never have recourse to complain about the standards of service received from Ashman Jones, however, if you are unhappy about any part of the service provided by us, please contact our practice manager Bridget Chatfield or any of the partners. We need to know if you have any criticism or complaints, in order to redress the situation if possible and improve our standards. We are also keen to hear if you feel you have received an exceptional service from a staff member. This information helps us to select our quarterly employee of the season and reward our staff for their dedication and hard work.