Terms & Conditions 

TERMS AND CONDITIONS OF HILLS VETERINARY SURGERY

Thank you for trusting Hills Veterinary Surgery with the care of your pet. This document details our Practice Terms and Conditions. Please ask a member of staff should you need clarification of any aspect of these terms.

MONITORING TELEPHONE CALLS
All telephone calls to and from the surgery are recorded and used for training purposes. By using this communication method, you are consenting to the recordings.

VETERINARY CARE
Hills Veterinary Surgery is accredited with the RCVS PRACTICE STANDARDS SCHEME and will endeavor to provide the standard of care within the guidelines for the profession.

OUT OF HOURS
When we are closed please refer to Vet 24, 11 Belsize Terrace, Hampstead NW3 4AX   020 7794 4948.

CONSULT FEES
All veterinary consultations at the practice are with a qualified veterinary surgeon and will incur a consultation fee.

CONSENT FORMS
Written consent is required on admission for any hospital procedures. It is important you provide updated telephone numbers as we may need to call you regarding your pets procedure.

ESTIMATE OF COSTS
Written estimates are provided upon request and form part of the consent form. It is important to remember that these are approximate costs and may increase. Hills will always do their utmost to inform clients of any increase that may incur.

OWNERSHIP OF XRAYS, ULTRASOUNDS & RECORDS
Although charges are made to clients the ownership of x-rays, ultrasounds and records will remain with the surgery. Upon request from the client these will be passed onto other veterinary surgeries as and when needed.

 

 

INSURED PETS
Clients with insurance are required to settle all monies due with the surgery and claim directly with insurance company for reimbursement.  In exceptional circumstances where full payment cannot be made then a pre arranged agreement with the surgery must be made. Excess fees and any items not covered by insurance must be paid for at the time. Pre authorisation must be obtained from insurance company for any procedure due to take place where payment will not be made on the day. An administration fee will apply for all claims processed by the surgery.

INSURANCE CLAIMS
Clients should inform the surgery when they wish to claim against their insurance company and where necessary leave a claim form. It is the responsibility of the client to fill out their own section of the said form which includes the policy number. Hills will pass on any information that is required for that claim. A fee is charged by Hills for each new claim that is sent to insurance on clients behalf.   

PAYMENT METHODS
Clients can settle their account by cash, cheque, debit or credit cards.


INABILITY TO SETTLE ACCOUNT
We ask clients to discuss this matter with a staff member as soon as possible BEFORE treatment or procedure. Instalments or part payments of accounts may only be sanctioned with the express permission of senior staff members and must be agreed to BEFORE the said treatment. Vaccinations, flea treatment, forthcoming medication/procedures and food are not permitted on the said part payment/instalment terms. Any default on payment term previously arranged will result in the unpaid account being passed to a debt collection agency. Further charges will be added to the unpaid amount to cover this service. Emergency treatment will always be given.


SETTLEMENT TERMS
Unless agreed to in advance payments due for fees, services, treatment and goods are to be paid in full on the day before clients leave the surgery. If pets are admitted to the surgery then payment is due upon collection of pet.
If payment is not made on the day or agreed instalments not made then an invoice will be sent for full payment to be made. After due notice any unpaid account will be passed to a debt collection agency. Further charges will be added to the unpaid amount to cover this service. Emergency treatment will always be given.

 

 


APPOINTMENTS FOR ANIMAL HEALTH CERTIFICATES
FROM MONDAY 11TH JULY HILLS WILL BE CHARGING A £ 50 DEPOSIT FOR ANIMAL HEALTH CERTIFICATE APPOINTMENTS. WHEN YOU ATTEND THE ORIGINAL APPOINTMENT THIS AMOUNT WILL BE DEDUCTED FROM YOU OVERALL BILL.
HOWEVER, SHOULD YOU FAIL TO ATTEND WITHOUT GIVING NOTICE ,  FAIL TO GIVE AT LEAST 3 DAYS NOTICE  BY TELEPHONE OR EMAIL,  GIVE THE INCORRECT INFORMATION NEEDED TO COMPLETE THE AHC OR THE WRONG PERSON ATTENDS THE APPOINTMENT FOR SIGNING THE DECLARATION THEN THIS DEPOSIT WILL NOT BE REFUNDED. A FURTHER DEPOSIT WILL BE REQUIRED SHOULD YOU MAKE ANOTHER AHC APPOINTMENT.


NEW CLIENT APPOINTMENTS
Any new client registering with the surgery will be required to pay a deposit of £45 when making their 1st appointment. This deposit will be deducted from the overall cost of your original appointment. If you cannot attend the surgery requires at least 2 hours notice ( via telephone or email ) stating you cannot attend. Failure to give this notice period or failure to cancel will result in the deposit being NON REFUNDABLE.


NON- CANCELATION FEE
The surgery requires clients to give at least 2 hours notice if they cannot attend their agreed appointment time. Failure to cancel within this time frame or failure to cancel will result in a non cancelation fee being charged to the account.

 

DISPENSING OF MEDICATION
Prescription Only Medication Category V ( POM-V) is available from the veterinary surgeon. These are only available for animals in our care. Written prescriptions are also available, the cost is displayed in our reception area. Some medications incur a dispensing fee which is incorporated in the cost. Pets will need to be re-assed for repeat medication, normally every 3 months BUT this may vary depending on individual circumstances.  Flea treatment can be dispensed as long as a veterinary surgeon has seen the pet within the past 12 months. You will be informed at the time of request.  For repeat medication and written prescriptions we ask for at least 48 hrs notice before collection.
Veterinary Licensed Medication will always be offered but at times veterinary products for use in other species or human medication (off licence ) will be dispensed. Your veterinary surgeon will explain why these are being used.

 

 

RETURNING MEDICATION
The surgery will dispose of an unused medication that we have supplied. Refunds cannot be given once medication has left the premises.


COMPLAINTS
We at Hills strive to offer a good service to our clients but if there is any issue you wish to raise please direct any complaint or comment in writing to the Practice Manager. Acknowledgement of your letter will initial be made while further investigations are carried out. We would hope a final reply be made within 14 days but this may be longer depending on the staff involved.

 


Reviewed & Revised  11/7/2022  A Bowers

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Hills Vets In Crouch End London is RCVS Accredited

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