In an emergency outside of normal working hours
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Terms And Conditions Of Business 

THESE TERMS AND CONDITIONS COME INTO EFFECT ON 1ST SEPTEMBER 2014 AND APPLY TO ALL WORK CARRIED OUT AFTER THIS DATE. 

FEES

All fees include VAT at the current rate and are determined by the time spent on a case as well as the drugs, materials, consumables and diets used. Written estimates can be provided on request and remain valid for a period of one month, but please bear in mind that any estimate given can only be approximate as often an animal's illness may not follow a conventional course. Clients not previously seen by the practice may be asked to make advance payment prior to an appointment.

Full payment is requested at the time of consultation. With the exception of some of our farm clients, by prior arrangement, we no longer operate an accounts system.

PAYMENT

We accept payment by cash, BACS (bank Automated Credit Service), credit card and debit card. The cards we accept are Maestro, Solo, Mastercard, Visa, and Visa Electron. We no longer accept cheques.

Should fees not be settled within the time period indicated on your bill, a reminder will be sent. Should it be necessary for us to send further reminders, administration charges may be incurred.

Overdue accounts, after due notice to you, will be referred to our Debt Collection Agency or the County Courts if satisfactory repayment arrangements have not been made with ourselves. All costs and fees incurred by the practice in this process will be added to the account (including but not limited to; production of reports, calls, home visits, court fees etc). 

Any payment not honoured, for example by reason of insufficient funds in the account or counterfeit cash, will result in your account being restored to the original sum together with any fees incurred by us in the process. 

Persistent late payments will result in the need for all fees to be paid, or we will terminate all veterinary services.

INSURANCE

Maes Glas Vets ltd strongly supports the concept of pet insurance. 

With selected insurance companies, we are sometimes able to offer a direct claim service however, this is by arrangement. In insured cases where fees are not settled in full at the time of consultation/procedure, payment of the excess and an insurance administration charge of £12.50 must be made and a completed insurance form must be brought in within 24 hours. Where the excess is unknown, it shall be assumed to be £100.

Where fees are expected to exceed £500, pre-authorisation from the insurance company must be arranged. 

We aim to process claim forms within 14 days of receipt, unless specifically requested not to do so. Please note that you are liable for any costs not covered by the insurance company.

NOTIFICATION OF QUERIES, COMPLAINTS REGARDING INVOICES AND INABILITY TO PAY

Notification of queries and/or complaints must be raised with us verbally or in writing within 14 days of receipt of the invoice concerned. 

If you find yourself in the unfortunate position of being unable to pay your account, please discuss this matter as soon as possible with a member of staff. Instalments or part payments of any accounts may only be sanctioned by a Director, the Practice Manager or an Accounts Manager. 

COMPLAINTS AND STANDARDS

We strive to offer the best possible service, but if you do feel dissatisfied please let us know. If a complaint cannot be resolved on the day with the staff present, then please put it in writing and address it to “The Practice Manager”.

OWNERSHIP OF RECORDS

Case records and similar documents are the property of and retained by Maes Glas Vets ltd. The care given to your pet may involve making some specific investigations, for example, taking x-rays or performing ultrasound scans. Although we make a charge for performing these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice.  Copies, with a summary of the clinical history can be passed, on request, to another veterinary surgeon taking over the case. We will not pass your records on to any other organisation without your permission.

WITHDRAWAL OF VETERINARY SERVICES

We reserve the right to request you make alternative arrangements for provision of veterinary care in cases of abuse of staff, persistent non-payment of fees and in other situations which we deem appropriate.

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by the Directors. Maes Glas Vets ltd reserve the right to make changes to the terms and conditions from time to time as the situation requires.

Bridgend Branch
Tel: 01656 652751
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Porthcawl Branch
Tel: 01656 782345
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Pencoed Branch
Tel: 01656 862490
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Llantrisant Branch
Tel: 01443 220580
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Barry Branch
Tel: 01446 742800
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Cowbridge Branch
Tel: 01446 502076
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