Terms of business

Please read our standard terms of business

vet.co.uk / Poplar Vets / Wood Wharf Vets Business Terms and Conditions

Appointment Terms and Conditions

1. Scheduling

Appointments are necessary for most veterinary services at Poplar and Wood Wharf Vets. We encourage you to schedule appointments in advance to ensure availability. Walk-in appointments may be accommodated based on our schedule and availability.

2. Appointment Confirmation

We will make every effort to confirm your appointment via phone call, email, or text message. It is your responsibility to confirm your appointment with us in advance.

3. Cancellations and Rescheduling

If you need to cancel or reschedule your appointment, please notify us at least 24 hours in advance.

4. Late Arrivals

We understand that unforeseen circumstances may cause you to arrive late for your appointment. However, arriving late may result in a shortened appointment time or the need to reschedule,depending on our schedule and availability.

5. Missed Appointments

Failure to arrive for your scheduled appointment without prior notice may result in a missed appointment fee and may affect your ability to schedule future appointments.

6. Emergency Situations

In case of a pet emergency, please contact us immediately. We will do our best to accommodate emergency appointments and prioritize your pet’s care.

7. Specialty Services

Certain services, such as surgeries or specialized diagnostics, may require specific appointment scheduling procedures. Please inquire about any special requirements when scheduling these appointments.

8. Additional Fees

Additional fees may apply for certain services or treatments provided during your appointment. We will inform you of any additional fees before proceeding with the service or treatment.

9. Liability

While we strive to provide the highest quality care during your appointment, we cannot guarantee outcomes. By scheduling an appointment with us, you agree to hold us harmless for any damages or losses incurred.

10. Changes to Appointments

We reserve the right to reschedule or cancel appointments due to unforeseen circumstances, such as emergencies or staff availability. We will make every effort to notify you of any changes as soon as possible.

11. Compliance

By scheduling an appointment with us, you acknowledge that you have read, understood, and agree to be bound by these appointment terms and conditions.

Payment Terms and Conditions

1. Payment Due

Payment for veterinary services rendered at Poplar and/or Wood Wharf Vets is due at the time of service unless prior arrangements have been made.

2. Accepted Payment Methods

We accept payment by cash, credit card, and certain pet insurance plans. Payment may also be made through other electronic payment methods, as specified by our practice.

3. Fee Schedule

Our fee schedule for veterinary services is available upon request. We reserve the right to update our fees at any time, and changes will be communicated to clients in advance.

4. Estimates

Upon request, we can provide you with an estimate of the cost of services before they are rendered. However, please note that the actual cost may vary based on the specific needs of your pet’s treatment.

5. Deposits

For certain services, such as surgeries or extensive treatments, a deposit may be required at the time of scheduling the appointment. This deposit will be applied towards the total cost of services rendered.

5.1 Deposit Refunds

Deposits are generally non-refundable; however, exceptions may be made in certain circumstances, such as:

• If the appointment or reservation is canceled with sufficient notice –not less than 72hours.
• If the appointment or reservation is canceled due to unforeseen circumstances beyond your control, such as a pet emergency or inclement weather.
• If the appointment or reservation cannot be fulfilled by our practice due to reasons within our control. Refunds for deposits will be issued in accordance with our refund policy, which may vary depending on the circumstances.

5.2 Deposits and rescheduling

If you need to reschedule your appointment, we will make every effort to accommodate your request based on our availability. Please note that rescheduling may be subject to the same cancellation policy as outlined above.

6. Payment Plans

We understand that veterinary care expenses can sometimes be unexpected or substantial. In certain cases, payment plans may be available. Please inquire with our staff to discuss payment plan options.

7. Past Due Accounts

Accounts that are past due may be subject to late fees and interest charges. We reserve the right to pursue collection actions for unpaid balances, which may include engaging with a collections agency or pursuing legal action.

8. Pet Insurance

If you have pet insurance, it is your responsibility to understand your policy coverage and to provide us with the necessary information for claims processing. We will assist you in submitting insurance claims, but ultimate responsibility for payment remains with you.

9. Refunds

Refunds for veterinary services are provided at the discretion of Poplar and/or Wood Wharf vets. Refunds may be issued in cases of overpayment or if services were not provided as agreed. Please contact us to discuss refund requests.

10. Non-Transferability

Payments made for veterinary services are non-transferable and cannot be assigned to another individual or pet.

11. Disputes

If you have a dispute regarding a payment or billing issue, please contact us directly to resolve the matter. We are committed to addressing your concerns in a timely and fair manner.

12. Compliance

By utilizing our veterinary services and making payment for those services, you acknowledge that you have read, understood, and agree to be bound by these payment terms and conditions. If you have any questions or concerns regarding these payment terms and conditions, please contact us.