Fees

All fees, diets and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. You will receive an itemised invoice upon request after every consultation, surgical procedure or transaction with us. Routine fees and more information can be obtained from our staff.

 

Photo ID and proof of address 

At the time of registration, you will be asked to provide either a valid driver’s license or passport. If you do not own either of these we will look to accept an alternative form of ID. We ask that you also provide us with a utility bill dated within the last 3 months as proof of residence. Please do not feel offended, this helps to prevent fraud.

 

​Estimates of costs 

We will provide an estimate for the probable costs of a course of treatment or a surgical procedure. Please bear in mind that this can only be an estimate. If the outcome is likely to be more than 10% higher, we will contact you to discuss this before proceeding further with treatment. Because of this eventuality, it is important to leave us with the correct contact details where you can be reached on the day of your animals procedure. If we are unable to contact you, it may not be possible to carry out all the procedures necessary on the day. This could result in a further visit to the surgery to perform the remaining tests once permission has been sought; causing a delay in treatment and additional costs incurred by you, the client.

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​Payment 

Clients are respectfully reminded that payment is due at the time of each consultation. We cannot offer credit. Please speak to a member of staff before treatment commences if you think that you may not be able to afford the cost. To make it easier for clients, we now accept most major credit cards.

 

Preferred methods of payment are cash or credit/debit cards. Due to recent problems and to help prevent fraud, cheques are not accepted. Please do not be offended when our staff turn cheques away.

 

By using our surgery and facilities it is deemed that the above policy is accepted by clients. Non-payment of accounts is a serious matter, and clients who fail to make payment in full at the time of provision, unless a previous exception has been made, could face further action including legal proceedings. Clients will be expected to pay all costs incurred by Kruger Veterinary Group from third parties; such as, but not limited to, collection agents and tracing costs, due to us considering it necessary to take action to recover any amount of money owed to Kruger Veterinary Group.

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Overdue payments

We may take further action to recover overdue payments. If any amounts payable to us are not paid when due then, without prejudice to any other remedies available to us, we may at any time:

(a) refer any overdue accounts to our debt collection agency for recovery;

(b) add additional charges to your outstanding account in order to recover fees and costs in connection with the collection of the sum you owe, including but not limited to administration costs and debt collection agency fees; and,

(c) refuse to supply further veterinary services to you until all outstanding sums are paid by you. 

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Pet Health Insurance 

This practice strongly supports the principle of insuring your pets against unexpected illness or accidents. We can advise clients on policies. We do not routinely accept direct claims. Instead, we ask for payment to be made to the practice at the time of treatment and the costs incurred are then paid back to you, the client, from your insurance company. We ask that you provide us with up to date policy information, including the policy number, excess and renewal date as well as a signed claim form. We will then fill in the rest of the information for you and send it free of charge. Direct claims are considered on a case-by-case basis and at the discretion of the Director. In the event of a direct claim, we will ask you to complete a pre-authorisation request with your insurance company. If this is accepted, we will ask you to pay any costs incurred up to the policy excess and will then proceed to claim directly from the insurer for the remainder of the balance.

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Complaints and Standards 

At Kruger Veterinary Group we hope that you never have to complain about the standards of service received from us. However, if you feel we could improve our service, please send your concerns to info@krugervetgroup.com This will help us both to resolve the matter promptly.

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​Ownership of records 

All records of consultation and treatments, including radiographs and similar documents, are maintained within the practice. Copies with a summary of the history will be passed on upon request to another Veterinary Surgeon taking over the case. The care given to your animal may involve making some specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out investigations and interpreting the results, ownership of the resulting record, for example a radiograph, remains with the practice. No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the practice owner. No agent or person employed by, or under contract with the practice has the authority to alter or vary the conditions in any way.

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​Data protection 

The personal information which you have provided will be used by Kruger Veterinary Group only to provide you and your pet with our veterinary and pet care services. This data will not be shared with any other organisation.

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​Health and Safety 

We aim to provide a safe environment for staff, clients and their pets. Please help us to achieve this by following the information below:

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Dogs

Dogs must be kept on a collar/harness and a secure lead. All unvaccinated puppies must be carried.

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Cats

Cats must be kept in a basket before entry to the practice and must remain in this until seen by the vet in the consulting room.

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​All Exotics

All exotic pets must be kept in a basket or cage whilst on the premises and must remain in this until seen by the vet in the consulting room.  If your animal requires heat, please provide this in the form of a hot water bottle securely wrapped in a towel.

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The practice cannot be held liable for any incidents which occur, resulting from clients not adhering to these rules.

 

​Repeat prescriptions and food orders 

Clients can order food and repeat prescriptions by calling or emailing, We require 24 to 48 hours’ notice to order your products. Prescriptions not collected within 7 working days of ordering will be put back in stock unless a specific date for collection has been agreed.

 

Appointments 

Due to the nature of our work, and having to deal with emergency patients, on occasion, appointments may overrun.  We will try to ensure that we do not keep you waiting for longer than 15 minutes, but this may be unavoidable.

 

Surgical procedures 

All surgical procedures require a 30% booking fee. This fee must be paid before attending the surgery.

We currently have a 2-3 week waiting time for any routine surgical procedures. Furthermore, any routine surgical procedures may have to be re-arranged at late notice, if an emergency surgical procedure needs to be performed.

 

Written prescriptions 

Prescriptions are available on request. The fee for a written prescription is £15.00 for one product, £20 for two products and £25 for three products (VAT included). Your Veterinary Surgeon may only prescribe for animals under his/her care.

 

Repeat Prescriptions

For animals that require repeat medications/prescriptions, the general policy of this practice is to reassess each case every 3 months. This frequency may increase or decrease depending on the animals individual circumstances.