Thank you for entrusting your pets care to Edgemont Veterinary Clinic. This document details our terms and conditions of business. We reserve the right to alter these terms and conditions.

Appointments

We operate on an appointment basis and appreciate it when you are able to plan ahead and schedule a time which is mutually agreeable. We will always try to accommodate you and your pet in an emergency situation. Please do call ahead to advise us of your emergency so we can assess our schedule and prevent delays in getting urgent care for your pet. Pending current caseload, we may need to refer you directly to an emergency clinic. Rest assured our first concern is ensuring your pet receives timely care, with a minimum of wait time and frustration. We reserve the right to offer alternate appointment times for walk-in cases which are non-urgent or elective if we are already fully booked or dealing with an emergency. House call visits may be considered in special circumstances for an additional fee.

Consistently Late / Missed Appointments

Please give a minimum of 24 hours’ to cancel or reschedule an appointment. If you fail to arrive for more than two appointments, are more than 10 minutes late for more than two appointments or fail to provide notice to cancel, you will be liable for late/no show fee. This fee will apply to every future misdemeanor. We may, in addition, restrict you from scheduling appointments in advance. You will however be welcome to join a cancellation list or utilize any last minute availability appointments.

Fees & Payment

All fees for goods and services are subject to GST at the current rate. A list of prices for routine procedures is available on request. We will provide a written estimate on request as to the probable costs of a course of treatment. Any estimate given can only be approximate as each case is individual and health circumstances and needs do change. An itemized invoice for completed fees is available upon request. You may settle an account using cash, debit card, VISA or MasterCard. **Please let the veterinary surgeon know if costs are a concern. **

Invoices are due for settlement at the time goods and services are provided. We cannot offer account facilities. Should an invoice not be settled, you will be subject to monthly finance charges. Should you choose not to settle your account, it will be referred to a debt collection agency and further charges will be levied in respect of costs incurred in recovering the debt. Any cheque returned unpaid, credit card payment not honoured or cash found to be counterfeit will result in your account being restored to the original sum and further charges added in respect of bank fees and administration costs. If for any reason you are unable to settle your bill as specified, please discuss the matter with a member of our administration department in advance of your pet’s treatment.

Ownership of Records & Documentations

Case records, radiographs, ultrasound scans and other medical records are the property of, and ownership of the resulting record is retained by, Edgemont Veterinary Clinic by legal dictate. A case history will passed, on request, to another veterinary surgeon taking over the case. We reserve the right to charge an administration fee for providing such copies.

Returns & Refunds

Edgemont Veterinary Clinic is unable to accept medications and other certain products for return for refund under any circumstance. The resale of any prescription medication or supplement that has been dispensed from the clinic is unethical due to potential safety concerns that include tampering, incorrect storage and contamination. In addition, we must then dispose of those medications that are unfit for use by means of secure, environmentally-sound disposal methods that are of significant cost to the clinic. Donation of unused medication may be accepted to pass along for use by a local rescue charity.

Data Protection

We are obligated under the Personal Information Protection Act 2004, to keep your personal information for record and accounting purposes. We will not divulge your details to other agencies without your consent except for debt collection purposes. We will use the data that we have on file to contact you with information beneficial to your animal’s health, for reminders, food and drug recall information, clinic newsletters and other data which we believe would be relevant to you. If you do not wish to receive such information, please advise us in writing or click to unsubscribe from our emails.

Pet Insurance

We absolutely advocate pet insurance. We will endeavour to assist you with every insurance claim, irrespective of the company, but it is your responsibility to understand the terms and conditions of your individual policy. Accounts are due in full the date of treatment. We are able to do direct billing for your invoice dependent upon your insurance company. Most insurance companies will reimburse you after your paperwork is submitted. If your insurance company refuses to pay any or the entire submitted claim, including any deductible, you are liable for any outstanding balance on your account.

Complaints

We certainly hope that you never have cause to complain about the standards of service received through us at the Edgemont Veterinary Clinic. However, if you feel that there is something you wish addressed, please direct your comments in writing to the Practice Manager.

Variation of terms of business

No addition or variation of these conditions will bind the clinic unless it is specifically agreed in writing and signed by the clinic owner. No agent or person employed by, or under contract with, the clinic has the authority to alter or vary these terms and conditions in any way. We reserve the right to alter these terms and conditions.