1. All veterinary fees are payable at the time of consultation, or at the time of collection if your pet has been a day patient or hospitalised. Please discuss any concerns about payment with the veterinary surgeon at the time of the first consultation.
2. We accept most credit cards, debit cards or cash. We make no surcharges for the use of credit cards.
3. An estimate can be produced for the likely cost of treatment by the veterinary surgeon, at the time of consultation. The very nature of our work means we cannot give an exact quotation but if fees appear to be rising in excess of the original estimate, further costs will be discussed by the veterinary surgeon, before carrying out extra procedures/treatments unless immediate intervention is required in the interests of the welfare of your pet.
4. Prescription charges apply to any prescription requested by a client which is not filled and dispensed by Abington Park Veterinary Group. Please speak to the receptionist about prescription charges.
5. Insurance: When an animal is insured we expect payment at the time of treatment, and will process the claim form promptly, so that your insurance company can settle with you without delay.
Direct Claims: We can arrange a direct claim on behalf of the insured which will be paid directly to the practice under certain circumstances and with certain insurance companies as long as this has been discussed fully with the veterinary surgeon prior to commencement of any treatment or surgery. This will require a pre-authorisation from your insurance company stating that they will pay for the treatment recommended for your pet and this must be done before any treatment or surgery is carried out - usually this takes 24 – 48 hours. Due to the additional administration associated with a direct claim we make an administration charge of £20 which is payable before treatment commences along with a deposit of up to £500 to cover your insurance excess and any uncovered items.
Any amounts on the final invoice which are not covered and paid for by your insurance company, and if your insurance company has not settled the direct claim in full by 60 days from the date of submission of the claim form, these amounts remain the responsibility of you the owner to settle with Abington Park Veterinary Group within 7 days of the receipt of a final statement.
6. Interest free finance is available subject to status, for sums over £500. Please discuss this in the first instance with the veterinary surgeon dealing with your pet, before treatment commences.
7. We do not accept payment by instalments.
8. Complaints procedure for clients : We hope that you will never feel the need to complain about your experience with us. However if you do have concerns then these should be addressed with the partners, and can hopefully be sorted out at this level. More serious complaints should be addressed in writing to 'The Partners'. We will then investigate the complaint and respond in writing after taking appropriate legal advice.
Abington Park Veterinary Group will not tolerate any aggressive, or abusive behaviour to any staff member at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.
In the event of a complaint of misconduct being raised and not resolved between the client and the veterinary surgeon, the client is advised to address the complaint to:
The Royal College of Veterinary Surgeons (RCVS)
Belgravia House
62-64 Horseferry Road
London SW1P 2AF
Terms and Conditions of Abington Park Veterinary Group Loyalty Card
The Abington Park Vets Loyalty Card is provided by the Abington Park Veterinary Group.
To qualify for the loyalty card scheme you must be a primary care client of Abington Park Veterinary group.
Clients who have been referred to us by other practices for referral treatments do not qualify for this scheme.
Your card is unique to you, is not transferable and will bear your client ID number. By taking part in our scheme you agree to it’s terms and conditions.
Clients with multiple pets will only receive one loyalty card for all their pets.
Abington Park Veterinary Group reserve the right to cancel, suspend or withdraw the Scheme at any time.
We can change the terms & conditions of the Scheme at any time. We'll always give notice of changes. We'll include a notice on our website of any changes to the terms and conditions for the Scheme.
We can take any action we consider appropriate if we have reason to believe that you are abusing the Loyalty Card scheme, including withholding loyalty stamps previously credited to your account.
Loyalty stamps will be awarded for each full £25 spent on goods or services in any of our three practices.
The Vets Now emergency service is not a part of Abington Park Veterinary Group, so you will not accrue a loyalty stamp for any treatments or services purchased there or through any other third party.
You must present your loyalty card to be stamped at the time of purchase of goods or services.
When your loyalty card has been completed, please hand it to one of our receptionists and you will be given a £5 credit on your account. Loyalty credits will not be applied until any outstanding accounts have been settled in full, this includes direct claims through your pet insurance company.
Your loyalty card has no cash value and you cannot exchange your loyalty stamps for cash or have a credit applied to any of your credit or debit cards at any time.
There is no expiry date for each individual loyalty card as long as the scheme is still in operation.