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Healing Tails Veterinary Clinic is a sister practice of M N Mollon & Partners Ltd, operating under the same ownership and professional standards. The following Terms and Conditions apply to all patients registered with Healing Tails Veterinary Clinic.

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Veterinary Care and Treatment Consent

I agree to entrust the veterinary surgeons and nurses at Healing Tails Veterinary Clinic to investigate, perform diagnostic procedures, and provide medical or surgical treatment as deemed necessary for my pet’s health and welfare.

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If anaesthesia and/or sedation is required, I understand there are inherent risks associated with these procedures. The attending veterinary surgeon will explain these risks prior to treatment, and I confirm that I understand and accept them.

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Every care will be taken to ensure the wellbeing of my pet; however, I acknowledge that veterinary treatment, anaesthesia, and surgery can carry risks. While all reasonable care will be exercised, no member of staff shall be held liable for loss, injury, or death arising from treatment or unforeseen complications.

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Occasionally, it may be necessary to use medicines not specifically licensed for use in companion animals. These may be used at the discretion of the veterinary surgeon under the Veterinary Medicines Directorate “Cascade” regulations, and I consent to their use where appropriate.

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Should euthanasia be deemed necessary on humane grounds, the attending veterinary surgeon will make every effort to discuss this with me beforehand. I understand that further written or verbal consent will be required prior to proceeding. Following euthanasia, I understand that it is the owner’s responsibility to arrange aftercare (e.g. cremation or home burial). Healing Tails Veterinary Clinic can assist in arranging these services if required.

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All clinical records, radiographs, ultrasound images, and laboratory results remain the property of Healing Tails Veterinary Clinic and are retained in accordance with professional and legal standards. Copies of clinical summaries can be provided upon request.

 

I understand that it is my responsibility to ensure that Healing Tails Veterinary Clinic has up-to-date contact details for myself and that I must inform the practice of any change in ownership or address.

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Complaints and Feedback

At Healing Tails Veterinary Clinic, our priority is to provide your pet with the highest possible standard of care.
If you are ever dissatisfied or have concerns, please contact a member of our team directly so we can resolve the matter promptly. We may ask that you submit your concerns in writing to allow us to review the case fully and respond in detail.

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Payment Terms and Conditions

Healing Tails Veterinary Clinic operates as part of M N Mollon & Partners Ltd, and all invoices are issued and payable to M N Mollon & Partners Ltd.

All professional fees, drugs, consumables, and services are subject to VAT at the current rate. Our fees reflect the cost of materials used, staff time and expertise, and the use of diagnostic or technical equipment.

Payment is due at the time of treatment or upon receipt of invoice, unless otherwise stated or agreed in writing.

An itemised invoice will be issued following each consultation, procedure, or course of treatment. Invoices include a secure online payment link, and payments can also be made via:

• Debit or credit card (in person or online)

• PayPal or Apple Pay

• Klarna, Revolut or ClearPay

• GoCardless direct debit

• Bank transfer to:

M N Mollon & Partners Ltd
Account No: 00588237 Sort Code: 20-99-56
IBAN: GB72BUKB20995600588237 BIC: BUKBGB22
VAT No: GB272584482

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If your account remains unpaid beyond the due date stated on your invoice, we reserve the right to add all costs incurred, including VAT, and to instruct legal debt recovery services. You will remain liable for the outstanding balance and any associated recovery costs.

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If you wish to dispute an invoice, please do so in writing within 7 days of receiving it.

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Should you experience any difficulty in making payment, please contact us immediately upon receipt of your invoice to discuss arrangements.

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Insurance Claims

If your pet is insured, Healing Tails Veterinary Clinic can assist with insurance claims. Please note that the account remains your responsibility until it is settled in full.

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If your insurer pays the practice directly, this must be agreed in advance. We reserve the right to seek payment from the policyholder if a claim is not settled by the insurer within 70 days of the invoice date. In that case, it will be your responsibility to reclaim payment from your insurer.

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Holding Card Details for Unpaid Accounts

By providing your card details, you agree to the following terms regarding the secure holding and use of those details to settle unpaid accounts:

1. Purpose: Card details may be securely held to settle any unpaid invoices or outstanding charges related to veterinary services, products, or fees.

2. Authorisation: By providing your card details, you authorise Healing Tails Veterinary Clinic (as part of M N Mollon & Partners Ltd) to store and, if necessary, charge your card to recover outstanding balances.

3. Notification: We will make reasonable attempts to contact you prior to processing any payment and will confirm the total amount due.

4. Timing: If payment remains outstanding 14 days after the due date, your card may be charged to settle the account.

5. Security: All card details are stored securely in compliance with data protection and payment security standards.

6. Disputes: If you believe a charge has been made in error, please contact us immediately at info@healingtails.co.uk or 07353112078

7. Refunds: If a payment is processed in error, a refund will be issued to the same card within 10 working days.

8. Termination: You may request that your card details be removed from our system once your account has been settled in full.

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Data Protection

All personal data will be handled in accordance with the UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018. Your information will be used only for the purpose of providing veterinary services and will not be shared with third parties without your consent, except where required by law.