Terms & Conditions

Thank you for entrusting the care and attention of your cat to The Hyperthyroid Cat Centre. This document details our Terms and Conditions. By registering your pet/pets with the practice you agree that you have read and understood our conditions of business and agree to be bound by them. Should you require any clarification of any aspect of the terms then please ask.

FEE LEVELS

All fees, diets and drug charges are available on request and are subject to VAT at the current rate. Fee levels are determined by the levels of expertise and time spent on a case and according to drugs, consumables and materials used. A member of the team will be happy to discuss any queries you may have.

SETTLEMENT TERMS

Please note we require payment of a non-refundable deposit to secure your appointment for radio-iodine treatment. The balance of the account is due 1. when your cat is collected, 2. when we present you with an invoice for fees for example if treatment is unable to proceed for any reason, and 3. within 7 days after we present you with an invoice for laboratory tests.

Any insurance excesses or co-payments are payable at these times even if we have agreed to carry out a direct claim with your insurer. Please note that if for any reason your insurer does not pay for the claim submitted, you are liable for any funds owing.

Should an account not be settled a reminder will be sent. Should it be necessary for further reminders to be sent, administration charges will be incurred. After due notice unpaid accounts will be referred to our debt collection agency and further charges, such as for the production of reports, correspondence, court fees, attendance at court and phone calls will be levied in respect of costs incurred in collecting the debt. While it is our policy to accommodate clients whenever possible, if payment is not made in accordance with our terms, then debts will be escalated for further action and may include to the County Court to issue proceedings. Any cheque or credit/debit card transaction not honoured, or any cash tendered that is found to be counterfeit will result in the account being restored to the original sum with further charges added to cover bank charges and administrative costs.

If the debt is a business-to-business debt, then we will pursue payment of all charges and interest to which we are entitled under the Late Payment of Commercial Debts (Interest) Act 1998 including our administrative costs. If outstanding accounts are referred for legal proceedings the Court Fees and Legal Costs will also be claimed.

INABILITY TO PAY

If for any reason you are unable to settle your account as specified we ask you to discuss the matter with our Client Care Manager, as soon as possible and before treatment takes place. Should your circumstances change after treatment has started, emergency treatment to alleviate suffering will always be given irrespective of ability to pay.

METHODS OF PAYMENT

Accepted payment methods are credit/debit cards (but excluding American Express), BACS payments received, or cheques cleared before collection, or cash. Card payments can be taken over the phone for your convenience. When paying by BACS, payment details including how to notify us of your payment are included on our invoice.

ESTIMATES OF TREATMENT COSTS

We can provide you and/or your insurer with a written estimate as to the probable costs of the radio-iodine treatment. Please bear in mind that any estimate given will not include any additional costs which cannot be predicted at the outset that may occur whilst your cat is hospitalised with us. We will make every reasonable effort to discuss any such additional costs wherever possible.

PET HEALTH INSURANCE

The Hyperthyroid Cat Centre supports the principle of insuring your pet against unexpected illness and accidents. With any insurance company it is your responsibility to determine your level of cover and then to reclaim any fees you have paid the practice.

Direct claims are only considered after we have discussed your policy with your insurer, or after receiving preauthorisation of the claim for radio-iodine treatment. You will need to contact your insurer to give The Hyperthyroid Cat Centre authorisation to speak with them about your policy. It is also your responsibility to pay any excess or co-payment and to have knowledge of any condition exclusions.

The Hyperthyroid Cat Centre does not accept direct claims for post radio-iodine treatment laboratory fees save for exceptional circumstances, when an administration fee will be payable. We ask that clients settle these fees within 7 days of receiving our invoice. Should you wish to claim back from your insurer please submit a signed claim form to The Hyperthyroid Cat Centre for processing.

Agreement of a direct claim does not transfer liability of fees incurred to the practice. If at any point the insurer refuses payment for a direct claim you are still fully liable for all costs incurred. The insurance policy is a private agreement between you and your insurer. The practice cannot be involved in disputes over non-payment of insurance claims. We allow 30 days from submission of the claim form to receiving settlement. Should the insurer not settle within that time period the owner may be required to settle the outstanding fees in full.

OWNERSHIP OF RECORDS

The care given to your pet may involve undertaking some specific investigations, for example obtaining blood samples. The ownership of the resulting samples, results and records will remain at all times with the practice. Copies of all laboratory results and a summary of the history will be passed on, by request, to another veterinary surgeon, should the need arise. You may view your pet’s clinical notes on request by appointment only. Please note it is your responsibility to provide us with accurate contact details.

COMPLIMENTS/FEEDBACK

We are always pleased to receive compliments, feedback and constructive criticism on the service we provide. We routinely monitor patients for 6 months after radio-iodine treatment and encourage ongoing updates from you after that time.

COMPLAINTS AND STANDARDS

We hope to ensure you never have recourse to complain about the standards of service received from us. However, if you feel that there is something you wish to raise, please direct your comments within 28 days in writing, to The Hyperthyroid Cat Centre, 433 Birch Park, Street 7, Thorp Arch Estate, Wetherby, LS23 7FG. An acknowledgement will be sent by return and then a period will elapse while the case is investigated, and reports collated from those involved. A reply in writing will follow, usually within 28 days although the period may be longer if the Client Care Manager or staff involved are temporarily unavailable or delayed.

VARIATIONS IN TERMS AND CONDITIONS OR BUSINESS

No addition or variation of these conditions will bind the Practice unless specifically agreed in writing by the partners. Additionally, no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in any way.