> terms and conditions

All appointments are confirmed in writing, by email, to owners and their veterinary surgeon.

Appointments are only confirmed on receipt of a deposit payment; deposits are non-refundable. Supplements, ie for out of hours appointments, are chargeable with deposits.

Owners who are unable to keep booked appointments must inform us by telephone during normal office hours as soon as possible; full cancellation fees will be charged if you do not attend your appointment or cancel within 48 hours of the appointment date; all cancellations are subject to an admin fee of £35.

Full payment is required on the day of the consultation. Following the consultation, we will endeavour to contact you for payment of the balance but reserve the right to process a follow-on charge to the card you provided for the deposit should you not return our calls or messages to ensure prompt receipt of the reports. Cases referred through charities require to be paid in full through time of booking.

Fees charged include initial consultation (normally 2 hours), full written report with details of the agreed behaviour modification programme, contact with your veterinary surgeon to discuss the case (where applicable) and on-going support by telephone or email related to the original presenting complaint for three months following the consultation date as long as regular contact and updates are maintained and provided to Positive Imprint by the owner. The referring veterinary surgeon is also kept fully informed. Additional fees are chargeable for out of hours/weekend appointments and where the household has more than one animal. Follow-up appointments are available but may be chargeable.

We accept payment by by all major debit and credit cards but not AMEX.

Positive Imprint do not process direct claims with your insurance company, if you are insured. You are required to settle our invoices and then claim your insurer. We will complete your claim form at the end of the consultation; if you do not have your claim form available at the consultation and then post it to us to complete please allow 10 working days for the return of the form; there is an admin fee of £35 for this.

In certain circumstances pre-authorisation payments may be accepted whereby your insurer pre-authorises the claim and your consultation is paid on settlement of your claim; you must arrange this with your insurer and provide a pre-authorisation or claim number before the consultation date to us. We then allow you to settle our invoice within 3 weeks of the consultation date. You are liable to settle our invoice within this 3 week period whether or not your insurer has settled your claim, failure to do this may result in additional charges being applied.

Photographs and video taken during the consultation by Positive Imprint, or if provided by owners, may be subsequently used for educational purposes but any other information provided to us will be regarded as confidential and will not be disclosed to a third party for any reason without your prior consent, with the exception of your Veterinary Surgeon. Your information will be stored securely and used solely for the purpose for which it was provided. You will not be sent unsolicited marketing information. Positive Imprint Ltd is registered with the ICO (Information Commissioner's Office).

All fees are subject to VAT at the standard rate.

If you have any questions on our terms and conditions or if anything is unclear please call the office on 0141 280 0273.

Positive Imprint Limited is a registered company (Registration No.04043572) - Incorporated on 31 July 2000 with it's registered office address at Bower House, 34 Bower Mount Road, Maidstone, Kent, ME16 8AU.


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