Terms & Conditions

Our normal terms of business are for all payments to be made at the time of consultation or on collection of your pet after hospitalisation or an operation.

Settlement terms

Accounts are due for settlement by the last day of the month following the supply of goods and services.

Should the account not be settled by this date then interest at the rate of 2% per month (apportioned by the day) will accrue on overdue accounts. Should it be necessary for additional reminders to be sent further administration charges will be incurred.

After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debts.

Any cheque returned by our bank as unpaid and any credit card payment not honoured will result in the account being restored to the original sum with further charges being added in respect of bank charges and administration costs together with interest on the principal sum.

Prescriptions are available from Market Veterinary Centre

You may obtain Prescription Only Medicines, Category V (POM-V) from your Veterinary Surgeon in this surgery OR ask for a prescription and obtain the medication from another Veterinary Surgeon or a pharmacy.

A prescription may not be appropriate if your animal is an in-patient or if immediate treatment is necessary.

Your Veterinary Surgeon in this surgery may prescribe relevant medicinal products only following a clinical assessment of an animal under his or her care

For an animal to be considered as under our care, we must regularly examine the animal.  It is the policy of Market Veterinary Centre to reassess an animal requiring POM-V’s every 6 months, although some medical conditions may require more regular examinations.  

The standard charge for a re-examination is £21.36

Upon request, we can provide you with the price of any medicine that will be prescribed for your animal.

Complaint's Policy

Market Vets is committed to providing exceptional customer service. While we make every effort to ensure customer service is superior, sometimes mistakes are made. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

 

A complaints procedure has been established for clients who feel dissatisfied with any part of our service. We acknowledge your right to complain and have your concern investigated. We aim to learn from our mistakes, and our complaints policy is an important part of our continuous improvement.

 

Complaints Procedure

 

* Firstly, speak to the member of staff involved in your animals care – they may well be able to resolve your concerns there and then.

 

* If you have concerns afterwards then please contact within 2 weeks of the event, this will allow us to investigate your complaint properly.

 

* If you wish to write to us it would be helpful if you could include the following information, what happened, which staff were involved, where and when the problem occurred. Your letter should be addressed to Mrs Michelle Phillips, Practice Manager, Market Veterinary Centre, Southley Road, South Molton, EX36 4BL. We will investigate your complaint and provide a written response, if appropriate, within 2 working weeks.

 

* If you would rather speak to someone directly about your complaint, then please ring Michelle Phillips on 01769 572176.