Payment Policy

The Vets @ Dronfield Payment Policy
Effective from 31st March 2025

At The Vets @ Dronfield we are committed to providing high-quality veterinary care for your pets. To ensure the smooth running of our practice and maintain the highest standard of care, we have established the following payment policy:

Payment Requirements

Payment at the Time of Treatment

Payment is required in full at the time of treatment or upon collection of your pet after any procedure. This includes all consultations, diagnostic tests, medications, surgical procedures, and any additional treatments provided.

For clients booking surgeries or other planned treatments, we may require a deposit at the time of booking, which will be deducted from the final balance.

Payment for mediations or other sales items collected

Payment is required in full before any medications or other goods can be dispensed by our staff.

This may change in exceptional circumstances but we will need to have prior, written agreement of a payment plan eg an ongoing, confirmed, direct insurance claim.

Accepted Payment Methods

We accept the following forms of payment:

Debit or credit cards (Visa, Mastercard, etc.)

Contactless payments (up to the provider’s limit)

BACs transfers by prior arrangement

Unfortunately, we are unable to accept cash without prior arrangement.

We do not accept cheques.

No Credit Policy

As a small business, we are unable to extend credit to our clients. All services must be paid for at the time they are provided.

Estimates and Costs

  • Wherever practical you will be provided with a written estimate of anticipated costs prior to treatment. Please note that this is an estimate only, and actual costs may vary depending on your pet’s needs and condition.
  • If, for whatever reason, you are not given an estimate, please do request one.
  • Estimates will remain valid for 28 days from the date they were issued.
  • Any additional costs incurred, or that have the potential to be incurred, during treatment will be discussed with you at the earliest opportunity.
  • However, we reserve the right to provide such veterinary services as are reasonably necessary, in the professional judgement of our staff acting in the best interest of the animal under our care, without first agreeing the price estimate or revised price estimate with you in emergency or urgent circumstances.

Pet Insurance

  • If your pet is insured and you would like to make a claim, please inform us prior to treatment.
  • While we do offer direct claims, this is only with certain companies and ONLY be prior arrangement.
  • We can assist you in submitting claims to your insurance provider but unless a direct claim has been requested and confirmed prior to treatment, payment for all treatments is still required at the time of service, and reimbursement will be handled directly by your insurer.

Outstanding Balances

  • In the unlikely event that an outstanding balance remains on your account, we will contact you promptly to settle the amount. If payment is not received within a month of the treatment being received,  the matter may be referred to a third-party debt recovery agency, and additional charges may apply.
  • We may charge and/or recover fees in connection with the collection of the sum you owe, including but not limited to administration costs and debt collection agency fees and late payment fees.
  • We may also refuse to supply further veterinary services to you until all outstanding sums have been paid.

Cancellation and Refund Policy

  • If you need to cancel or reschedule an appointment, please provide at least 48 hours’ notice. For pre-paid deposits, refunds may be issued at our discretion, depending on the circumstances.

We appreciate your understanding and cooperation with our payment policy, which allows us to continue delivering excellent care for your pets. If you have any questions or concerns, please do not hesitate to contact our reception team.

Thank you for choosing  The Vets @ Dronfield