Terms and Conditions of Service for Roker Park Vets

Effective Date: 1^st September 2024

Welcome to Roker Park Vets. By using our veterinary services, you agree to comply with the following terms and conditions. Please read them carefully.

1. Scope of Services

1.1 We provide a wide range of veterinary services, including wellness exams, vaccinations, diagnostic services, surgeries, and emergency care.

1.2 Appointment Requirement: Services are primarily provided by appointment. Please contact our office to schedule an appointment.  Clients will receive appointment reminders via email, which will include a copy of these terms of business.

2. Terms of Registration

2.1 Clients are required to acknowledge and agree to this policy upon registering with the veterinary practice.  Attendance to an appointment will presume acknowledgement and agreement to this policy.

2.2 Clients are required to allow the previous medical records to be released from any previous veterinary practice to allow appropriate continuity of care for the patient

2.3 All dogs and cats over 6 months of age must be microchipped or agree to be microchipped at the time of their appointment (and pay the microchipping fee) unless the veterinary surgeon believes there to be a justifiable reason why this should not be done.

 3. Payment Terms

3.1 You are responsible for the payment of all services rendered to your pet. Payment is due at the time services are rendered unless prior arrangements have been made.

3.2  We accept cash, credit cards and debit cards

3.3  Upon request, we will provide an estimate for the cost of services. Actual costs may vary due to unforeseen circumstances or changes in your pet’s treatment needs.

3.4 Invoices not paid at the time of consultation may be subject to a late fee of £18.

3.5 A 50% deposit is for all procedures is required at the time of admit with the full balance cleared at the time of discharge.

3.6 A £30 deposit may be requested to confirm an appointment time

4. Cancellations and No-Shows

4.1 We require at least 2 hours notice for appointment cancellations. Late cancellations will be subject to a cancellation fee of £15

4.2 If you fail to show up for a scheduled appointment without prior notice, a no-show fee of £15 may be charged.

4.3 If you fail to show up for a scheduled appointment, you will be required to pay a non-refundable £30 deposit for future appointments.

4.4 We require at least 24 hours notice for surgery cancellations.  Late cancellations will be subject to a cancellation fee of £100 or 50% of the estimated surgical cost (whichever is smaller)

4.5 If you fail to show up for a scheduled surgery without prior notice, a no-show fee of £100 or 50% of the estimated surgical cost (whichever smaller) may be charged.

4.6 If a client fails to attend more than three scheduled appointments without proper notice within a 6-month period, they will be required to find another veterinary care provider

4.7 Clients will be notified after each no-show incident and will receive a formal warning after the second no-show.  After the third no-show, they will be informed in writing of the termination of services.

4.8 In cases of emergency or unforeseen circumstances, the practice may, at its discretion, waive the no-show fee or the requirement to find another provider

4.9  Clients may appeal decisions related to no-show fees or service termination by submitting a written request to the clinic manager, who will review the case and respond within 5 business days.

5. Health and Safety

5.1 We recommend all pets be current on vaccinations. Proof of vaccination is required.

5.2 Please inform our staff if your pet has a history of aggression or other behavioural issues that could affect its safety or the safety of our staff.

5.3 If your pet is suspected of having a contagious disease, please notify us prior to the appointment so we can take necessary precautions.

5.4 If your pet has been imported from abroad, we will need to see proof of rabies vaccination and may at our discretion request either brucella testing or proof of negative brucella tests prior to certain procedures.

5.5 Small pets such as cats and rabbits must be kept in a secure cat basket at all times when in the waiting room

5.6 Dogs must be kept on a lead and under control at all times when in the waiting room

6. Client Conduct

6.1 Clients are expected to treat staff with respect and politeness.

6.2 If you are dissatisfied with our services, please contact the practice manager in writing.  We aim to resolve any complaints promptly and fairly

6.3 Abusive or aggressive behaviour towards our staff or other clients will not be tolerated and will result in termination of services and the requirement to find another veterinary care provider

7. Medication and prescription

7.1 Written prescriptions are available upon request for animals under our care, provided they are deemed clinically appropriate.  The fees for these are on our website.

7.2 Repeat prescriptions may require a re-examination of your pet at regular intervals, typically at least every 6 months, however this may vary depending on legal and professional guidelines as well as the drug and condition of the patient.

7.3 Please allow 2 working days notice for the preparation of medications.  We should contact you within 2 working days to inform you when your medication is ready for collection.

8. Emergency and Out of Hours

8.1 We offer an emergency service during regular working hours.  Additional fees may apply for emergency appointments

8.2 Outwith our regular working hours, you will be directed to our out of hours provider. 

9. Health Plan and Treatment Plan

9.1 We offer a preventative health plan to cover routine vaccinations and parasite treatment for your pet. See our website for further information and terms and conditions specific to this.

9.2 We may be able to offer treatment plans for specific conditions to help spread the cost of long term medical conditions. Contact the practice manager if you require further information.

10. Termination of Services

10.1 You have the right to terminate your relationship with our practice at any time.  Please let us know your new vets details so we can ensure the medical records are transferred to ensure the appropriate continuation of care your pet requires

10.2 We reserve the right to terminate our services to you if you fail to comply with these terms and conditions, including but not limited to non-payment of fees, abusive behaviour or repeatedly missing appointments.

10.3 Following termination of services, you may be ineligible to register again for services from our practice in the future

11. Liability

11.1  We strive to provide the highest standard of veterinary care. However, we cannot guarantee specific outcomes and are not liable for any complications or adverse effects arising from treatments or procedures.

11.2 We are not responsible for the loss or damage of any personal items left with your pet.

12. Privacy

12.1 We respect your privacy and are committed to protecting your personal information. Please refer to our Privacy Policy for more details.

13. Changes to Terms and Conditions

13.1 We reserve the right to modify these terms and conditions at any time. Changes will be effective upon posting on our website or notifying you directly.

14. Contact Information

If you have any questions or concerns about these terms and conditions, please contact us at:

Roker Park Vets

35 Roker Park Road

Sunderland

SR6 9PL

0191 516 0056

info@rokerparkvets.co.uk