Payment Terms & Conditions

At Roundwood Vets, we aim to provide clear, transparent, and straightforward payment terms and conditions to ensure that our clients are fully informed about the financial aspects of their pets' care. This document outlines our payment policies, including the methods of payment we accept, billing procedures, and our approach to handling overdue payments.

 

Payment Methods

Roundwood Vets accepts the following methods of payment:

• Cash

• Credit and Debit Cards (Visa, MasterCard,  we do not accept American Express)

• Insurance Claims (direct billing may be available for certain policies/providers)

• BAC (Bank Transfer)

 

Payment Due

Payment is due at the time services are rendered or upon collection of your pet following treatment or surgery. For extended treatment plans, a deposit may be required upfront, with the balance due at time of treatment. For surgeries, a 50% deposit will be required upfront, with the balance being due at time of collection of your pet (on the same day as the surgery). 

 

Estimates

We provide estimates for all surgeries and hospitalisations. If your pet’s treatment plan changes, we will consult with you regarding the proposed changes and any additional costs involved.

 

Insurance

We strongly encourage pet insurance and are happy to provide documentation to assist in any insurance claim processes. However, it is the client's responsibility to settle their account with us and then reclaim the costs from their insurance provider, unless direct billing arrangements have been agreed upon in writing in advance of any treatments. If a direct billing arrangement is in place and your insurance fails to settle the account, it is the clients responsibility to settle their account with us in full. 

 

Cancellation of the Vital Pet Club

If a Vital Pet Club plan is cancelled within the 12-month membership term, you will be charged retrospectively for the full standard price of any products and services received up to the date of cancellation. Any payments already made as part of the plan will be deducted from this amount, and the remaining balance will be payable in full.

 

Overdue Payments

Roundwood Vets understands that unexpected vet bills can be a financial strain. If you have difficulty making a payment, please discuss this with us as soon as possible. We are here to help find a solution.

 

Late Payment Procedure:

• Initial Reminder: If an account is not settled within 7 days, a reminder will be sent with an additional 7 days to pay.

• Final Notice: If outstanding payments are not cleared, a final notice will be issued, giving an additional 14 days to make the payment.

• Collection Action: If payment is not made by the final notice deadline, the following will apply;

  • For balances over £25.00:
    The account will be referred to a debt collection agency and become subject to legal action. Any fees or additional charges incurred as part of this process will be added to the outstanding balance.
    We regret that once the account has been referred, all payments must be made directly to the debt collection agency, and we will no longer be able to accept payment at the practice.

  • For balances under £25.00:

    If your account remains unpaid, we will withdraw our offer of routine services and will only be able to provide emergency treatment, which will be charged at our emergency rates. All outstanding balances must be cleared in full before any further services can be provided. In such cases, payment will be required upfront for all future appointments.

 

Service Removal

Roundwood Vets reserves the right to remove our offer of services if an account remains unsettled beyond the final notice period. We consider this a last resort and would much prefer to work with our clients to find a payment solution.

 

Refunds

Refunds for overpayment or cancelled services will be processed in the same manner as the original payment was made, e.g., payments made by credit card will be refunded to the same card.

 

Finance

We are able to arrange finance for £200.00 - £6000.00 through our partnership with Omni Capital, which allows a loan amount to be repaid over 3, 6 or 9 months and subject to a credit check. The agreement is with Omni Capital and not ourselves, so the agreement, all loan repayments and any charges would be between yourself and Omni Capital. 

 

We do charge an arrangement fee for this service, which are as follows -

 

Up to £500.00 - £50.00

£501.00 to £1000.00 - £75.00

£1001.00 to £1500.00 - £100.00

£1501.00 to £2000.00 - £150.00

 

This fee is based on the initial loan amount requested and is payable at time of application. If the loan is declined or cancelled and no treatment has been received, the arrangement fee will be refunded to the client via their original payment method. The client will be responsible for all treatment costs incurred.

 

An initial estimate for the treatment is provided to assist in determining the amount needed for a loan. If the actual cost of treatment is less than the loan amount secured, adjustments will be made in one of two ways: If payment has not been received, the loan application will be amended to reflect the accurate amount. However, if the treatment has already been completed and paid for, the excess funds will be credited to the client’s veterinary account. Should this credit exceed £100.00, a direct reimbursement to the client will be issued through a bank transfer (BAC).

 

If the cost of treatment exceeds the loan amount, the client has the option to either request an increase in their existing loan or apply for a second loan to cover the difference. It is important to note that the client is responsible for any treatment costs that exceed the loan amount.

 

Pricing Transparency

Roundwood Vets commits to transparent pricing for all our services. A detailed breakdown of costs will be provided for all treatments, procedures, and products.

 

Amendments

Roundwood Vets reserves the right to amend these payment terms and conditions at any time. The most current version will always be posted in our clinic and, where applicable, on our website.

 

Conclusion

Our primary concern is the health and wellbeing of your pets. These payment terms and conditions are designed to ensure that we can continue to provide high-quality care in a sustainable manner. We appreciate your understanding and cooperation. If you have any questions or concerns about our payment policy, please do not hesitate to contact us.