Terms & Conditions

Thank you for entrusting us with the care of your pet.

 

Watkins and Tasker Veterinary Group is a three-centre practice caring for pets across North Somerset, with sites in Portishead, Yatton, and Nailsea.

 

All our practices are equipped to a high standard and can diagnose and treat most clinical conditions. Portishead has a hospitalisation facility, and animals requiring inpatient care are treated at this practice.

 

We offer a 24-hour emergency service in addition to our normal daytime service. This can be accessed by phoning our normal number and following the instructions on the recorded message. More detail on our services can be found on our website here.

 

Below our Terms and Conditions of Business:

 

Fees and Estimates

 

Fees are made up of a combination of our professional time and cost of provision of goods or medications.

 

Estimates: while the care of your pet is the most important thing, we know cost is very important to many clients, and we endeavour to be as transparent as possible. We are able to provide an estimate for any inpatient care or high-cost outpatient care. We endeavour to keep you updated should costs alter significantly from the initial estimate provided.

 

Payment is made at the point of treatment in almost every case. If you are unable to afford treatment, it is your responsibility to inform us of this before the consultation or treatment is started, or as soon as you become aware that the costs have risen beyond your ability to pay. We will never withhold first aid treatment to an animal that is suffering but will discuss the options available with you. We do not charge for emergency treatment of wildlife.

 

Where a pet is insured, many fees paid to us can be claimed back from your insurers, subject to any excesses and exclusions stated in your policy. Alternatively, for an

administrative fee (which in most cases cannot be reclaimed from insurers), we can ask your insurance company to pay us directly. In this case you only need to pay us your excesses and the administration fee. We will need to see your insurance policy before we agree to a “direct claim”.

 

In a very few special circumstances, charities may contribute to costs of treatment. Charities rarely agree to pay for treatment already given, so it is important to organise this before treatment is started.

 

If you do not pay for treatment as required, we will take whatever action we consider appropriate to recover our fees, which may involve further costs for which you will be liable, and we may refuse further treatment (other than emergency first-aid treatment to relieve suffering).

 

Home Visits

 

In the vast majority of cases your pet will receive better treatment in the clinic than can be offered in your home. In the clinic, the full range of equipment and handling facilities are available. House visits are undertaken only when necessary and are charged for.  The only exception to this is end of life care. We feel it is less stressful for both you and your pet if they are allowed to be euthanised at home. When visits are for this purpose, a reduced visit

fee is charged.

 

Prescriptions

 

All animals need to be regularly examined in order for us to be able to supply prescription medications long term. The length of time between examinations in this case is determined on a case by case basis, but to assure the welfare of your pet, and to comply with legislation

and professional guidelines, will be no longer than six months.

 

Written prescriptions for use in pharmacies other than our own are available on request. These can only be supplied after a clinical assessment of the animal by the prescribing veterinary surgeon.  A prescription may not be appropriate if an animal is an inpatient or requires immediate treatment, and a written prescription fee applies.

 

Referral and Second Opinions

 

We have a wealth of experience and special interests within the Practice. We are happy to offer second opinions for animals registered with us and even those that are not. If you are not registered with us, we will need to contact your original vet for your pet’s medical history and we would recommend a double appointment (30 minutes) so we have sufficient time to meet you and your pet. Please discuss your requirements with us so we are able to advise you of the appropriate charges.

 

If your pet is currently under treatment with us, but you would like a second opinion, please do not hesitate to ask. If we cannot offer further expertise from one of our own vets, we can direct you to the appropriate specialist, and arrange the appointment for you. Most specialist vets will not accept an appointment request from a pet owner - it has to come via the veterinary surgeon.

 

Use of client data

 

How we collect, store and use client data complies with the General Data Protection Regulation (GDPR) and is detailed in our Privacy Policy.

 

Complaints

 

Should you have concerns about any aspect of our services, please contact us. We welcome such conversations as they are an opportunity both to help you and to improve our service. Our full complaints procedures can be supplied on request or downloaded from here.

 

Friend-Get-Friend and Other Discount Vouchers:

• These vouchers are to be used in the spirit they were intended, that is to introduce new clients who have not used our practice before

• For the Friend Get Friend Voucher the £10 will only be allocated to the recommender after the new client has registered and had their first consultation

• For use against consult fees only

• No cash alternative offered and voucher is non-transferrable

• Subject to availability

• For all vouchers, only one voucher can be used per animal per transaction

• Any additional cost exceeding the value of the voucher will be paid by the redeemer

• Vouchers will not be replaced if lost, damaged or stolen. Friend Get Friend Vouchers are available to print from our website here.

• Any misuse of the scheme may invalidate the voucher

• The final say will lie with the practice

 

Neutering Guarantee

 

Neutering is a routine, everyday procedure carried out by our vets, but for pet owners it can be an understandably worrying time as it may be the first time your pet has been away from you and their home. It is also often the first time they have an anaesthetic. We are so confident of the quality of our care here, that we are guaranteeing the safety and quality of our routine neutering surgeries. As far as we are aware, no other vet offers this peace of mind.

 

We have total confidence in our surgical techniques and post-operative care, so we give you this promise:

In the highly unlikely event that your pet has any complications as a direct result of  anaesthetic or neutering surgery, no matter how minor, you will be covered  for any treatment prescribed and undertaken by us to correct things*.

 

The little bit of common-sense small print:

 

1. You agree to follow our recommendations, and in particular  to use a collar or bodysuit to prevent licking of the wound and give post-operative medications as prescribed

2. The guarantee relates to post-operative complications within three months of the surgery dates and you let us know as soon as possible if you have any concerns at all

3. You do not use any other veterinary practice for aftercare

4. You understand that we cannot be held responsible for treatment for any undiagnosed unrelated condition that comes to light as a result of surgery

5. The guarantee is limited to covering the costs of treatments up to the value of the original surgery that may be required as a direct result of the neutering surgery - no cash value can be given under any circumstances

6. In the highly unlikely and remote event of a complaint, we will do our utmost to fix things to make you and your pet happy, but as qualified vets we need to reserve the right to have the final say and decision in these matters.

 

TopStart Packages

 

Our TopStart puppy and kitten packages are only valid for pets that are under a year old. No refunds can be given if full package not required. There will be separate terms and conditions for the four week free insurance cover note which are not party to but are between you and the insurance company.

 

 

Please ensure that you keep your contact details and communication preference updated with our Reception Team.

 

Our team are able to offer further assistance regarding your pet – please do not hesitate to speak to us.