Thank you for entrusting the care and attention of your bird to Avian Veterinary Services. This statement 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 needed. By requesting that Avian Veterinary Services treats your bird, you will be deemed to have accepted these terms and conditions.

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. A detailed fee note is available for every consultation, surgical procedure and transaction with us. We reserve the right to change prices without notice.

Methods of Payment

Accounts are due for settlement at the end of the consultation, the discharge of the bird or upon collection of diets/drugs. You may settle your account using:
Cash, Cheque (accompanied by a valid guarantee card) and most Debit/Credit cards.

Estimates of Treatment Costs

We will happily provide a written estimate as the probable costs of a course of treatment. It is important to acknowledge the difference between an estimate and a quote. We will not be bound to an estimate when reasonable explanation of the increase in costs occurs. Sometimes a bird’s illness will not follow a conventional course; there may be occasion where treatment plans change and we shall endeavour to contact you to discuss additional costs. However there may be situations where treatments must be carried out for the sake of the bird’s welfare.

Settlement Terms

Payment is due at the time of treatment. If not settled within 14 days the practice reserves the right to make penalty charges on outstanding balances. Reasonable additional charges will be applied to any account that is transferred to a Debt Collecting Agency.

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 company Directors.

Pet Health Insurance

Avian Veterinary Services strongly supports the principle of insuring your bird(s) against unexpected illness or accidents. Due to the laws governing the selling of financial products we cannot recommend specific insurance companies. Pet insurance is a contract between you and the insurance company. We will complete the relevant sections of claim forms on your behalf. You are required to pay the practice directly prior to claiming monies back from the insurance company.

Complaints and Standards

We hope that you never have recourse to complain about the standards of service received from Avian Veterinary Services. However, if you feel that there is something you wish to complain about, please direct your comments, in writing, in the first instance to Richard Jones or Carli Dodd. We will endeavour to respond to your query within seven working days.

Client Confidentiality and Data Protection

We retain all our clients’ personal information i.e. contact details and clinical history on a computer database which is password protected and kept in a secure building. We are bound by and are fully compliant with the guidelines detailed in the Royal College of Veterinary Surgeons Guide to Professional Conduct.

Ownership of Records

Case records including radiographs and similar documents are the property of, and will be retained by Avian Veterinary Services. Copies of a summary of the history will be passed on by request to another veterinary surgeon taking over the case.

Ownership of Radiographs and Similar Records

The care given to your bird may involve making some specific investigations, for example, taking radiographs or performing endoscopic examination. Even though we make a charge for carrying out these investigations and interpreting the results, ownership of the resulting record, for example a radiograph, remains with Avian Veterinary Services.

Out-of-Hours Service

The Practice operates an out-of-hours service for emergencies. This can be accessed by telephoning 01606 350410, the recorded message will give the number for the member of staff on call. There is an emergency surcharge for seeing the vet outside normal opening hours. Birds which are hospitalised outside normal working hours are checked and treated according to their clinical needs.

Orders and delivery

All orders are subject to availability and Avian Veterinary Services have no liability if products are not available. All funds must be cleared before any items are dispatched. Customers are recommended to allow 5 clear working days before delivery is made. However should any problems arise that are not within the control of Avian Veterinary Services orders may take longer and Avian Veterinary Services hold no responsibility.

All deliveries will be made through Royal Mail, First Class. Whilst we recommend allowing 5 clear working days, Royal Mail, First Class will endeavour to deliver your products within 1-3 working days.
We are not held responsible for any strike action taken by Royal Mail and if the period of strike is due to last more than 10 working days in a row we will seek alternative arrangements. Avian Veterinary Services do not hold any responsibility to damage caused to products during delivery. Customers are recommended to seek remedy with the carrier. All goods are delivered as advertised where possible.

Returns

Returns are not available unless products are faulty or Avian Veterinary Services have processed the order incorrectly. Once an order has been made  including payment, cancellations are not available. Any unused medication prescribed by Avian Veterinary Services can be returned and will disposed of in accordance with Regulations.

Variations in Terms of Trading

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.