Hitchin: 01462 451500
Shefford: 01462 812746
Our Commitment to you
We aim to provide you with a first class service and to provide your animal with the highest standard of treatment and care.
All fees, diet 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.
Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction.
Estimates can also be provided on request – please see below.
Methods of payment
Your account may be settled using:
- Cheques with current Banker’s card
- Credit/Debit card – Switch, Solo, Delta, Mastercard or Visa
Estimate of treatment costs
We will be pleased to provide a written estimate as to the probable costs of treatment, but please bear in mind that any estimate given, can only be approximate as sometimes an animal’s treatment will not follow a conventional course.
Accounts are due for settlement in full at the end of the consultation, the discharge of your animal or upon collection of drugs or diets. If, for any reason, your account has not been settled you will receive an invoice at the end of the month.
In the event of non payment within the following month further reminders will be sent which will incur administrative costs. If your account is still outstanding following the reminders, we will refer you to our Debt Collection Agency or the County Courts which could result in a County Court Judgement.
Any cheque issued which is returned unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit, will result in your account being restored to the original sum, together with any bank charges or administrative costs incurred in the process.
Feedback and Complaints
The team at Berry House are committed to providing a high quality veterinary service to all of our clients and appreciate feedback so that our service can be reviewed in line with current demands or requirements of our patients.
If you have any cause for concern, please advise us as soon as possible; this could be at your next visit if booked, or by telephone. We would encourage you to speak to a staff member either in person or over the phone in the first instance as often problems can be resolved there and then; alternatively if you prefer you are more than welcome to contact the Practice Manager by email or letter (firstname.lastname@example.org), an acknowledgment of receipt will be sent within 3 working days.
If your concern/complaint has not been resolved during any initial discussion the Practice Manager will investigate the points raised and offer an official response within 10 working days. This will include all findings and details of any actions taking within the Practice.
Should you be dissatisfied with the response you may arrange a meeting with the Practice Manager and/or Clinical Director if this is appropriate, or request further review if additional information is available.
In the unlikely event that you feel that your concerns have not been addressed, you are at liberty to contact the Royal College of Veterinary Surgeons (the regulatory body responsible for veterinary surgeons /nurses) at www.rcvs.org.uk
Ownership of Records
Case records and similar documents are the property of, and will be retained by Berry House Veterinary Practice. Upon request copies of records with a summary of the history of your animal will be passed to another Veterinary Surgeon taking over your animal’s care.
Variations to Terms and Conditions of Business
No addition or variation of these conditions will bind the Practice unless specifically agreed in writing by Berry House Veterinary Practice. 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.
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