Terms and conditions

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Fees

Our fees are payable in full at the time of consultation or, where in-patient treatment is involved, when your pet is collected from the practice. This will apply to both insured** and uninsured patients. We accept most forms of payment including cash, debit card and most major credit cards. Payment through direct debit is also available for our Millennium Healthcare Package clients.

Estimates

We provide estimates for any treatment that has been advised for your pet. Please be aware that estimates are not intended to give an exact figure for the proposed treatment. A full assessment of the extent and nature of the problem may not be possible until the patient is sedated or anaesthetised, and sometimes not until the procedure is under way.
You should view the estimate only as an indication of approximate cost, bearing in mind that the final figure may be significantly higher, or sometimes lower. If we judge that the procedure is likely to exceed the estimate by more than 25%, we will do our best to contact you and discuss what you would like to do. On rare occasions it may be necessary, for the patient's safety, to make immediate decisions on treatment without reference to you. We ask for your understanding in this unlikely event.

Overdue invoices

We reserve the right to charge interest on overdue invoices, commencing 28 days from the original invoice date until the date payment is made, at 4% above the Bank of England official dealing rate. This rate, as set at 30 June and 31 December in each year, will be the applicable rate of interest for the following 6 months.

Withdrawal of service

We also reserve the right to cease work on your behalf if fees remain outstanding, at our discretion.

Hardship

In cases of genuine hardship, and by prior arrangement only, we may accept an alternative payment method. If planned payments have been agreed by management, we will request payment of at least 25% of the total fee when your pet comes home, with further payments over the following 3 months. An administration charge of £15+ VAT will be added but interest will not be charged.

Recording Calls

All our calls are recorded for training purposes.

Comments, questions or complaints

We all like to know when we've done well. If you are particularly pleased with how any of our staff have looked after you or your pet, do please let our practice manager or one of the Directors know. We are always open to suggestions for improvements, too.
While we hope that our service does not give you cause for complaint, there may be times when we fall short of your expectations. We have found that a careful discussion of the problem can often lead to improvements in the care we provide and so we genuinely encourage you to let one of the senior staff know if you are not satisfied.




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© Millennium Veterinary Practice, Braintree, Essex.    Tel: 01376 325511   Fax: 01376 528021  Email: admin@millenniumvets.co.uk

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