Clinic fee payment policy

Glossary
“You/Your” person accessing care for their animals through the RSPCA Suffolk Central’s Animal
Welfare Clinic.
“We/Our/Us” RSPCA Suffolk Central.
“The Clinic” the Animal Welfare Clinic run by RSPCA Suffolk Central where discounted
veterinary services can be accessed by those in financial need (see eligibility criteria
separately).

Fees and Payment

1. Our standard prices are displayed on our website ( https://rspca-suffolkcentral.org.uk/help-
advice/welfare-clinics/) and are subject to review without notice. If you require more
information on prices of standard procedures and scope of care we may be able to support,
please contact welfare@rspca-suffolkcentral.org.uk or Welfare Line on 0300 330 1406 or
RSPCA Suffolk Central, 2 Mill Lane, Martlesham, IP12 4PD who can assist you with further
information.
1.1. Standard pricing applies to both pre-booked and walk-in appointments at the Clinic.

2. You will be required to pay for any services and treatments on the day on which they are
carried out, or may be asked to make prepayment or deposit in advance (see clauses 5-6
below).
2.1. All invoices must be settled in full on receipt.
2.2. In exceptional circumstances and at the discretion of the Welfare and Clinic Manager, a
delay to full payment for your pet’s treatment may be agreed for a reasonable period as
outlined by the Welfare and Clinic Manager. If such action is taken, a payment
agreement is required. You remain liable for all costs in relation to your registered
animal(s).
2.3. RSPCA Suffolk Central and the Clinic are under no obligation to offer a payment
agreement.

3. Where any payment remains outstanding, we reserve the right to pursue standard debt
collection processes including the instruction of debt collectors.
3.1. The standard policy for RSPCA Suffolk Central is to make 3 requests for payment first.
A request shall be deemed as an attempt by us to contact you, using contact details
you have provided as part of your registration. Contact methods include, but are not
limited to, phone calls and text messages. If you do not respond to an attempt by us to
contact you, this will still count as a request.
3.2. You are responsible for maintaining accurate contact details on our database.
3.3. Failure to respond to 3 requests will result in you being removed from our service
provision.

4. In the event than any invoice or other sum owed by you is not paid when due then, without
prejudice to any other remedies available, the Clinic (on behalf of RSPCA Suffolk Central)
may at any time:
4.1. Stop non-critical treatments or the provision of non-critical medicines (or such goods
as the Clinic deems appropriate and of a non-critical nature, including but not limited
to discounted pet food or supplies).
4.2. Only be obliged to fulfil the minimum legal responsibilities and professional obligations
in respect of your pet.

5. All bookings at the Clinic require a deposit to be paid at the time of booking.
5.1. At the time of writing the deposit is £10. We reserve the right to amend the deposit cost
without notice.
5.2. This deposit is non-refundable.
5.3. You are permitted one occasion to change the time and/or date of the appointment. If
further changes are needed, or if you fail to attend the appointment without prior
warning, then this deposit is retained by us.
5.4. An additional deposit will need to be paid by you to re-book a vet consultation if we
have retained a previous deposit.

6. At the Clinic’s discretion you may be required to pay up front in full for services and goods
(including medication). The Clinic will make you aware of this prior to your animal being
seen by the veterinary surgeon.

7. The Clinic only supports those who meet eligibility criteria. Please see the website
(https://rspca-suffolkcentral.org.uk/help-advice/welfare-clinics/) for further details of
eligibility. This is subject to change without notice.
7.1. You may only register 2 animals with the Clinic.
7.2. You will be asked for proof of eligibility when you register at the Clinic. We will
reconfirm your eligibility periodically and reserve the right to reconfirm this information
at any time whilst providing a service to your animals.

Resources
We understand that life poses different challenges, and it can change day-today. We cannot
provide financial advice, but whether you are eligible for our services or not, if you are worried
about money, or if you need support (whether with debt of managing daily money) then reaching
out to the following organisations may be appropriate:

Policy version 26-10.1