At Animal Medical Group Veterinary Clinic we aim to provide the best service and atmosphere for our clients and their pets. To facilitate this, we adhere to the following policies to making your visit and interaction with us safe, open, reliable and hassle-free. Please take some time to read them carefully.
Appointments
Schedule appointment
We operate on a scheduled appointment basis. We do accept walk-ins, but scheduled appointments will always be seen first except in cases of emergencies.
Appointment time
We make every effort to see your pets at their scheduled appointment time. If you cannot keep an appointment, please contact us so we that we may offer the time slot to another pet. Being more than an hour late is deemed to be a cancellation. Seeing a client and their pet under such circumstance is solely at the discretion of the consulting veterinarian. Please note that appointment hours are not necessarily the same as opening hours.
Payment
Cost of services
The duration of the appointment, the severity and complexity of your pet’s medical condition and the number and amount of materials and medication required determine the cost of service delivery.
Estimates
Estimates are provided verbally either at the time of booking the appointment or during the consultation itself. Written estimates are available on request. All estimates given are only approximate, and the final fee could be higher or lower than this estimate depending on complications during treatment and patient response to treatment. You may request cost estimates before we initiate treatments for your pet. We will endeavour to contact you as soon as we have reason to believe that the costs could be significantly higher than the estimate, although in a clinical emergency this may not always be possible. It, therefore, becomes critical for you to indicate the best way to get in contact with you: phone calls, text messages or email. estimate is valid for one (1) week from the date of issue.
Payments
Make full payments at the end of any consultation, the discharge of your pet or upon collections of drugs/diets. For your convenience, we accept Visa, Mastercard, and cash.
Non-payment
If you fail to settle your payments after service delivery, we will remit a non-payment invoice for settlement to you. A service charge of 1.5% per month may apply to late payments. Failure to pay within the stipulated period will result in Animal Medical Group initiating action to recover said outstanding payments.
Complaints
At Animal Medical Group we pride ourselves on providing quality service delivery to you and your pet. We hope you will never have to complain about us. If you, however, have a complaint, we encourage you to present it to reception first. If you feel that it remains unsettled for any reason, please contact the management for prompt resolution.
Termination of services
Animal Medical Group reserves the right to terminate our service delivery to any client if the relationship between us and said the client is irretrievably broken down. We will indicate this termination in a letter sent to the client.
If the client wishes, we may offer emergency services for a short period to permit finding another veterinary clinic of their choice. The medical files held in our possession will be turned over to the client on request. There may be a fee for printing.
Data
Animal Medical Group and its employees hold all professional and client data in strict confidence. We send marketing information to all our clients. Please indicate to us If you wish that your contact details not be so used.
Animal Medical Group may, at the request of law enforcement or a court of law, reveal confidential information held but not before duly informing you the client.
Pet arrival
For the safety of your pet, those of others and our clients:
- All dogs must be leashed and under the control of their owners before entering the clinic and must continue to be so while in the waiting areas and examination rooms; and
- All cats must be in an appropriate cat carrier before entering the clinic and must continue to be while in the waiting area and examination rooms.
Ownership of records
Case records including x-rays, laboratory records, medical notes and other similar documents are the property of, and will be retained by Animal Medical Group. A history of the case will be given to another veterinarian taking over the case. Transfer of these records will attract a fee payable to Animal Medical Group.
Out of hours service
Animal Medical Group veterinary clinic is open Monday to Friday opening times 8:30 am to 5:00 pm and Saturday 9:00 amam to 2:00 pm. Treating your pet outside of these hours are emergencies. If you require emergency treatment for your pet (s) call our emergency number (242 807 7960). Animals, which are hospitalised outside our normal working hours, will be checked and treated according to their clinical needs.
Return of unused drugs
We are happy to accept unused medications back into the clinic for disposal only. However as drugs which have left the premises are no longer fit for resale, no refund can be given. Drugs purchased from any other supplier will not be accepted for disposal.
Variation in terms and conditions
No addition or variation of these conditions will bind the Clinic unless specifically agreed in writing by the partners. Additionally, no agent or person employed by or under contract with the Clinic has the authority to alter or vary these terms and conditions in any way.
