Terms & Conditions

Please find our Terms and Conditions below.

Thank you for entrusting the care and attention of your pet to MBG Pets Ltd. This details our Practice Terms and Conditions. Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation/clarification if required.

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 a detailed fee note for every consultation, surgical procedure or transaction with us.

METHODS OF PAYMENT

Accounts are due for settlement at the end of the consultation, the discharge of your pet or upon collection of drugs/diets.

You may settle the account using:

CASH
CHEQUE with current Banker card
CREDIT/DEBIT CARD – Switch, Solo, MasterCard, Visa, Delta
BACS – If you wish to pay by BACS please see our Bank Details on your Statement.

ESTIMATES OF TREATMENT COST

We will provide, on request, a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course.

SETTLEMENT TERMS

All accounts should be settled at the time of treatment. Stated fees have been discounted by 15% assuming immediate payment. A statement will be sent at the end of the month if payment is not received. 10% will be reinstated the following month. If payment is still not received, 5% will be reinstated the following month. After due notice, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees etc. Any cheque returned by our Bank as unpaid, and 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 with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.

INABILITY TO PAY

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part-payments of any account may ONLY be sanctioned with the express permission of the Accounts Manager, Lynette Smith, or one of the Directors; Ms A Gibbs, Mr P Whiteley, Mr S Odell or Mr O Morrison.

PET HEALTH INSURANCE

MBG Pets Ltd strongly supports the principle of insuring your pet against unexpected illness or accidents. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company. Arrangement for direct claims may be made after discussion with the Practice.

HOUSE VISITS

Whilst we offer house visits, we do not guarantee their availability. We reserve the right to refuse a house visit due to distance, scheduling or staffing constraints, personal safety and/or clinical best practice.

CLINICAL NOTES FROM PREVIOUS VETERINARY PRACTICES

To be able to have your animal fully under our care and provide suitable treatments we require all clinical notes from previous veterinary practices.

OWNERSHIP OF RECORDS

Case records including radiographs and similar documents are the property of, and will be retained by, MBG Pets Ltd. A summary of the history will be passed on request to another veterinary surgeon taking over the case.

OWNERSHIP OF RADIOGRAPHS AND SIMILAR RECORDS

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 these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice.

PRESCRIPTION INFORMATION

In accordance with regulations, the following information must be provided to all clients in writing and this document serves to comply with such regulations. Please note that a prescription may be obtained on request from this surgery, a fee will be charged. However, the veterinary surgeon responsible for issuing the prescription may not issue the prescription unless your pet has been examined by a vet at MBG Pets Ltd and is under the care of a vet at MBG Pets Ltd.

The maximum period allowed since the last examination of your pet will vary according to the medication being dispensed and the condition for which the medication is required, at the discretion of the vet issuing the prescription. The maximum period allowed will never be more than 6 months. Only a vet may issue a prescription and if the vet is not present at the surgery when you request a prescription the nurse or receptionist may not issue the prescription, you will have to wait until a vet is on duty to attend to your request. In order to avoid such disappointment, please contact the surgery to request a repeat prescription (at least 24 hours before you come to collect it), so that it is available when you arrive to collect it. You may request to be informed of the price of any medication and the maximum period allowed before the next examination and the cost of such an examination (in order to issue a further prescription) for any medication we prescribe or intend to prescribe for your pet, and this information is freely provided. We are required to list 10 commonly used products by name and price for your information. The list is displayed in the waiting room and will be updated periodically when appropriate.

COMPLAINTS AND STANDARDS

We hope that you never have recourse to complain about the standards of service received from MBG Pets Ltd. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Accounts Manager, Lynette Smith; or Mr Steven Odell (Director).

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice directors. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.

Farm & Equine - updated May 2022

This sets out the Terms of Business upon which we, Macarthur Barstow and Gibbs Ltd (trading as MBG Veterinary Surgeons) will provide veterinary services to you. By instructing us to perform services, or by purchasing or ordering goods from us, you are making an offer and you are confirming that you agree to be bound by these terms of business. If we accept your instruction, purchase, or order, a legally binding contract is made between us and you.

Our commitment to you

We aim to provide your animal with the highest standard of veterinary diagnostics, treatment and care at reasonable cost to you.

Fees

All professional fees, consumables and charges for drugs and services are subject to VAT at the current rate.

Fee levels are determined by the time spent on a case, the intensity of any investigation and/or treatment (including levels of expertise required and technical equipment used) in addition to the costs of drugs, materials and consumables. Example fees are available on request.

We charge a standard fee for completing insurance company claim forms. This is levied on a per-claim basis and it reflects the administrative burden associated with completing this paperwork. This fee is reviewed annually; please see our website for details.

Your commitment to us

You agree to pay to Macarthur Barstow and Gibbs Ltd all costs and expenses that may be incurred whilst your animal is under the care of the practice.

Please be aware that where unexpected problems and complications occur, costs are likely to increase. You understand that if complications do occur, the costs (for which you are wholly liable) may be higher than first anticipated, estimated, or quoted by us.

If requested, we will provide you with a written estimate. This is for guidance only.

Invoicing and payment terms

An itemised invoice will be produced after each visit or treatment of your animal. The invoice and an account statement will be sent electronically to the email address provided by you. Paper copies sent by post will be sent on request only.

Any invoice or statement queries should be raised with our accounts department within 14 days of the invoice date. Failure to notify us of any queries after that period will confirm your acceptance of the invoice and account statement.

If you have been registered with us for at least six months you will be invoiced at the end of each calendar month, or sooner, if the investigation and/or treatment has been concluded. Your account should be settled within 28 days of the invoice date. Interest will be charged at 3% per month for monies outstanding after 45 days of the invoice date. Accounts not settled within 90 days of the invoice date will be referred to our Debt Collection Agency unless extenuating circumstances are discussed with the Directors and a payment plan is agreed.

Further charges on accounts outstanding after 90 days will be levied in respect of costs incurred in collecting that debt. Any cheque returned by our Bank as unpaid or credit card payment not honoured, or cash found to be counterfeit will result in your account balance being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest of 3% on the original sum.

If you are a new client registered with us, you are required to pay an account deposit of £150 prior to your first visit or consultation. Should the costs associated with that consultation exceed £150, full payment is required within 24 hours of the consultation date. If significant fees are likely to be encountered due to the ongoing nature of an illness or injury, payment is required within 7 days of the invoice date.

If you have been registered with us for less than six months, you may be invoiced on a weekly basis with payment required within 14 days of the invoice date. Interest will be charged at 3% per month for monies outstanding after 45 days of the invoice date. Accounts not settled within 90 days of the invoice date will be referred to our Debt Collection Agency unless extenuating circumstances are discussed with the Directors and a payment plan is agreed.

Equine Zone Visits

Zone visits for routine vaccinations, teeth, prescription checks and follow up blood tests must be paid for at the time of booking. These visits are only available if all outstanding monies are paid to the practice. You cannot request a particular vet or time but only the date of the zone visit to your area. We will try to accommodate any requests but cannot guarantee to do so. A booking fee of £30 plus VAT will be applied to any account not paid and the normal payment terms (as detailed above) applied.

Methods of payment

The following methods are accepted:

Cards Mastercard, Visa

BACS: Please see our bank details on your invoice, or contact our accounts department.

Cash.

Cheques made payable to Macarthur Barstow and Gibbs Ltd.

Genuine inability to pay

If for any reason you anticipate being unable to settle your account in full in the timescale indicated above, we ask that you discuss this matter with us as soon as possible. In exceptional circumstances only, we may be able to accept instalments or part payments but this will be at the discretion of the Directors. Please contact Lynette Smith in the first instance either by telephone on 01905 773262 or by email to .

Equine Insurance

Macarthur Barstow and Gibbs Ltd strongly supports the principle of insuring animals against unexpected accident, illness or injury.

If a proforma is required it can be completed by us prior to a routine procedure. In the case of an emergency the insurance company should be contacted out of hours if euthanasia is required or the next working day if not. Please see your own insurance policy for details of action required by you.

Most insurance companies require us to complete a claim form signed by the attending vet and returned with a copy of our veterinary report and invoice.

Provided that the insurance company has agreed the claim in principle, and that you have not made payment to us direct in advance of a claim, we require that payments of claims by insurance companies be made direct to us. To fulfil this requirement you must ensure that your insurance claim form is appropriately signed and you have instructed your insurance company to pay Macarthur Barstow and Gibbs Ltd directly. Please be aware that the cost of some aspects of the animal’s care may not be covered by insurance (e.g., policy excess).

These costs, together with any costs subsequently rejected by your insurance company, and any fees over the insured amount must be paid directly by you to Macarthur Barstow and Gibbs Ltd. Regardless of whether the animal is insured, the entire bill remains your responsibility until it is paid in full. A belief or understanding on your part that your insurers will meet some or all of our charges will not be a defence in respect of any claim we make against you for non-payment.

Passports

It is a legal requirement that all horses, ponies and donkeys have a valid passport. This must accompany the animal during transport, and therefore will be needed should we refer your animal to a specialist hospital for admission. You must endorse your passport (normally section IX in an old passport and section II in a new passport) to confirm whether the animal is intended for human consumption or not. If your animal’s passport is presented to us unsigned, we reserve the right to sign this as not intended for human consumption. This will allow us to treat the animal according to its clinical needs and to ensure that it never enters the human food chain. In exceptional circumstances, where a passport is not available, a detailed record of medicinal products administered to the animal will be retained. You will need to keep a record of this treatment. This information is provided on your invoice.

Handling Facilities

We reserve the right to refuse to examine animals or undertake procedures should facilities be considered unsafe by a member of our staff. For cattle work we expect a minimum of a cattle crush and a competent stock person. For horses and other species, we require a competent handler who is appropriately dressed (including protective footwear) and able to access to a hard hat should the vet consider this necessary.

Ownership of records

Case records including radiographs and similar documents are the property of, and will be retained by, MacArthur Barstow & Gibbs Ltd. A summary of the clinical history can be passed to another veterinary surgeon should the need arise. This must be requested by yourself or an agent representing you with appropriate authority.

Ownership of radiographs and similar records

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 these investigations and interpreting their results, ownership of the resulting record (for example a radiograph) remains with the practice.

Prescription information

A prescription may be obtained on request from us. However, the veterinary surgeon responsible for issuing the prescription may not issue the prescription unless your animal has been examined by a vet from MacArthur Barstow & Gibbs Ltd, and is under the care of a vet of MacArthur Barstow & Gibbs Ltd. The maximum period allowed since the last examination of your animal will vary according to the medication being dispensed and the condition for which the medication is required, at the discretion of the vet issuing the prescription. The maximum period allowed will never be more than 6 months.

A veterinary surgeon must check and issue any prescription. As our Farm and Equine Vets are not always at the surgery, it is important to request such a service at least 24 hours prior to collection. No other member of staff has authority to issue a prescription. A professional fee is payable on collection of the prescription.

Complaints and Standards

We hope that you never have recourse to complain about the standards of service received from MacArthur Barstow & Gibbs Ltd. However, should you feel there is something you wish to complain about, please direct your comments in the first instance to the Accounts Manager, Lynette Smith; Practice Manager, Jo Howl; or one of the Directors.