020 7229 2040

Practice terms & conditions

Bayswater Referral Clinic

Fees

A consultation fee applies when you see a veterinary surgeon. All professional fees, medications and reception sales are subject to VAT at the current rate. Fee levels are determined by the time spent on the case, and in surgical cases, by the complexity of the surgery. Fees will also be applied in respect to drugs, materials, consumables and diets used. You are entitled to a detailed invoice 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 from the surgery or upon supply of goods. You may settle the account with cash or debit/credit card (Mastercard, Visa, Solo, Electron, Maestro).

Estimates of Costs

A written estimate as to the probable cost of treatment is available upon request. Please remember that any estimate is approximate and for guidance only. Should a situation arise where additional costs are necessary, for example after initial investigation or treatment, we will endeavour to seek discussion and the approval with the client in advance. Should we be unable to contact the client for any reason, we will act in the best interests of the animal.

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.

Pet Insurance

We strongly recommend insuring your pet to help protect against unexpected illness or accidents. Please be aware that as of the 1st of August 2017 we no longer accept direct claims, unless the claim has been pre-authorised with your insurance company, which can take up to five working days to complete.  It is your responsibility to settle our account and then reclaim fees from your insurance company. There is a small administration charge of £10 for completing insurance forms.

Emails

Treatment, results, pictures and instructions may be emailed by the veterinary surgeon to our clients. We would also like to email you our monthly news stories. This will be sent to the email address you provide. If you do not wish to receive these mailings please send us an email stating you wished to be removed from the mailing list.

Reminders

Reminders (emails and/or text messages) are provided as a complimentary service to our clients and as such Bayswater Vets cannot be held liable for any costs which may result from the failure of a client to receive any reminder.

Referrals

Please be advised that appointments to see our specialists can only be arranged by your primary care vet. Should you wish to see one of our specialists, we recommend discussing this with your primary vet who can then arrange an appointment with us. We are also unable to offer any advice on the treatment or condition of pets that have not been formally referred to Bayswater Referrals.

Emergencies/Out of Hours Service

In the case of an emergency, please call us immediately. During out of hours or bank holidays, please contact our emergency cover provider: Elizabeth Street Veterinary Clinic on 0207 730 9102. A vet and a nurse are on duty at all times outside our normal working hours. The Elizabeth Street clinic is based at 55 Elizabeth Street, Belgravia, SW1W 9PF.

Prescriptions/Medication Reviews

On request, the practice will provide a written prescription for any medication prescribed by the veterinary surgeon. A fee will be charged for the issue of written veterinary prescriptions. Written prescriptions will normally be for an average of 1 month’s supply (maximum of 3 month’s supply of drugs) but this may vary dependant on the nature of the condition. 24hrs notice is required to prepare a repeat prescription.  Animals must be under the care of a veterinary surgeon in order to dispense Prescription Only Medication (POM-V, POM-VPS, NFA-VPS). Regular check ups are required at intervals of no more than every 6 months. In some cases, this will be less, according to the severity of the condition.

Ownership of Records, Radiographs

Your Pets clinical records, including radiographs, ultrasound scans and laboratory test results are the property of Bayswater Referral Clinic and will be retained by us. On request, copies, with a summary of the history, will be passed directly to another veterinary surgeon giving a second opinion. Radiographs and results of all other tests we have performed remain the property of Bayswater Referral Clinic, even though we have raised an invoice for undertaking and interpreting these procedures. The results will be passed directly to another veterinary surgeon if a second opinion is sought. Owners are requested to inform the practice of any changes in their circumstances so records are kept up to date. Bayswater Referral Clinic complies with the Data Protection Act.

Complaints and Standards

We hope you never have recourse to complain about the standards of service received from Bayswater Referral Clinic. However, if you feel that there is something you wish to complain about, please direct your comments, in writing, to info@bayswatervets.co.uk