Terms & Conditions
These terms and conditions outline the veterinary services and products by UCM Veterinary Clinics Ltd (Trading Name - Lomond Veterinary Clinic), (‘‘The Practice’’, ‘‘We’’ or ‘‘Us’’) to our clients(‘‘you’’, ‘‘your’’ or ‘‘the client’’). By registering your pet with the practice or requesting our services, you agree to these terms.
Services Provided
• The Practice provides veterinary services, treatments, and products for small pets in accordance with the Royal College of Veterinary Surgeons (RCVS) Code of Professional Conduct. Please note Lomond Veterinary Clinic is registered to provide training to Student Veterinary Surgeons and Veterinary Nurses therefore some of our procedures and consults may be assisted or carried out by a student under supervision of a qualified Veterinary Surgeon as per the RCVS guidelines.
• Veterinary services include consultations, diagnostic procedures, treatments, surgeries, vaccinations, and other veterinary care as required.
• Estimates for the proposed follow up services will be provided where possible so it can be agreed to prior to proceeding. However, in an emergency Lomond Veterinary Clinic reserves the right to proceed with emergency treatment prior to an estimate and final cost being agreed. Estimates are also subject to change if unforeseen circumstances lead to increased costs. The Veterinary Surgeon handling the case will be responsible for notifying you of the increases unless it is an emergency. Estimates provided are approximate and not always exact.
Appointments
• Appointments can be made via telephone, email or phone messages.
• We request 24 hours’ notice for appointment cancellations or rescheduling. Failure to provide notice may result in a cancellation fee.
• We reserve the right to refuse veterinary services if you arrive without an appointment or if the scheduled appointment time slot has been missed.
Payment Terms
• All services and products must be paid in full at the time and day that the services/products are received.
• Payment methods accepted include cash, credit/debit card, and bank transfers. Bank transfers must be confirmed by the clinic accounts team prior to updating the client account as paid.
• Services and products are non-refundable except for medicines that have not left the premises of the clinic, as soon as they have left the premises they are no longer eligible for a refund.
Late Payments
• If an amount owed to the clinic has not been received on the day and time the service/product was received by the client, we reserve the right to suspend ongoing treatments and refuse further services until payment is made.
• The clinic will aim to resolve the matter by contacting the client directly however if the amount owed has not been received within 28 days the account will be passed to our debt collection agency for recovery. This will result in adding administration and recovery fees to the amount owed.
Prescriptions and Medications
• Veterinary prescription medicines will only be supplied to pets under our specific care as registered patients and when deemed appropriate by a qualified veterinary surgeon. The patient must be seen before ‘Prescription Only Medicines’ can be prescribed.
•Patients requiring repeat prescriptions must have been seen within the last 3-6 months to meet the legal requirement for ‘Repeat Prescription Checks’
• Written prescriptions are available on request and are subject to an additional administration fee.
• All products supplied by us will be of satisfactory and useable quality.
• Services and products are non-refundable except for medicines that have not left the premises of the clinic, as soon as they have left the premises they are no longer eligible for a refund.
• We are happy to dispose of unwanted medicines on request, if of interest please contact our reception team and ask for further details.
Insurance Claims
• Insurance policies and the details held by the insurance company are the sole responsibility of the pet owner.
• It is not compulsory for a pet to have pet insurance however we always recommend an appropriate level of insurance cover for any pet.
• All direct claims are considered on a case-by-case basis and must be agreed prior to treatment. Successful direct claims may be subject to an administration fee.
• Any unpaid direct claims reaching 45 days must be paid in full by the client.
• We can assist with general insurance forms however an administration fee may apply.
• Any unpaid amounts by the insurance company must be paid immediately upon receiving confirmation of the paid amount confirmed by the insurance company.
Liability
• Our practice has professional liability insurance for all our veterinary services provided to our clients.
• Our services are supplied on the basis that it is understood that any potential claims for costs, expenses or loss will be limited to the maximum amount of our insured sum.
• Insurance and the liability are limited to the extent permitted by law. We are not liable for unforeseen complications, delays, or circumstances beyond our control.
Complaints
• We always aim to provide the highest standard of care and hope that you will never be in a situation where a complaint is merited however if you feel you want to submit a complaint please send a detailed email to info@lomondvets.com or letter to Lomond Veterinary Clinic, 3a Suffolk Street, Helensburgh, G84 8EH. Upon receipt the complaint will be investigated and responded to by the duty manager.
Abuse and Tolerance Policy
• The relationship between a client and their veterinary clinic must be built upon mutual respect and courtesy.
• We have a zero-tolerance policy for rude, abusive or aggressive behaviour towards any of our team members or other clients. Any incidents will result in permanent withdrawal of veterinary services from the clinic following a 30 days notice period announced via email or post. Where appropriate, the police will also be notified.
Out of Hours
• Lomond Veterinary Clinic does not provide out of hours services however on occasion for emergency and last-minute urgent cases where the clinic is able, services will be provided out with working hours at an additional Out of Hours rate fee.
• For out of hours services the practice uses third-party 24-hour hospitals that provide high level comprehensive care for any urgent veterinary services you may need. All fees for services provided by the third-party hospitals must be paid directly to them as per their payment terms that will be provided by them.
• Our out of hour third party hospitals’ details can be found via the following link:
https://www.lomondvets.com/emergencies-for-cats-dogs-kittens-puppies
We may amend these terms from time to time.
• We highly recommend that you review our terms and conditions when receiving services from us to stay up to date with any updates that may have happened since your last visit.
Acceptance of Terms
By using our services, you confirm that you have read, understood, and agree to these Terms and Conditions.
Name: UCM Veterinary Clinics Ltd (Trading name – Lomond Veterinary Clinic)
Address: 3a Suffolk Street, Helensburgh, G84 8EH
Phone: 01436 676752
Email: info@lomondvets.com
Website: www.lomondvets.com
