The purpose of this financial policy is to ensure transparency, responsibility, and fairness in all financial transactions at Albury Animal Hospital. This policy aims to provide clear guidance for clients regarding billing, payment options, and financial assistance.

1. Payment Expectations

Payment at Time of Service: Full payment is expected at the time services are rendered, with the bill paid in full at the time of discharge. This includes consultations, treatments, surgeries, and any other services provided or products rendered.

Accepted Payment Methods: We accept cash or credit/debit cards, except for AMEX. Buy Now Pay Later options include VetPay or ZipPay, see the BNPL protocol. Use of BNPL must be ascertained at the time of accepting treatment/services. If you utilise a BNPL service, you must be able to show and give pre-authorisation for Albury Animal Hospital to charge your BNPL account, including a $35 BNPL administration fee, per transaction.

2. Estimates and Billing

Cost Estimates: Clients will receive an estimate of costs prior to treatment, this is a price range based on the information known to the veterinarian at the time of generating the estimate. Actual costs may vary based on the required services and complications.

Progress payment consent: This will either be verbally updated and recorded in the patients clinical notes, under client communication, or a new progress estimate will be provided, only at the request of the client.

Itemised Billing: Clients will receive an itemised bill after services are rendered, detailing the services provided and their respective costs.

• 50% of the higher estimate end is required to be taken as a deposit at admission into the hospital.
• The bill is paid in full prior to the pet being returned to the owner.
• Progress payments are required every 24 hours for hospitalised patients.

3. Payment Plans and Financial Assistance

Payment Plans: AAH does not offer any payment plans in house.

Financial Assistance: It is the clients responsibility to seek third party credit assistance, we accept Vet Pay and Zip Pay. There is an administration fee that our hospital charges per BNPL transaction.

4. Missed appointments and Missed surgery bookings

• $50 is charged for a missed appointment if this is cancelled within 24 hour of the scheduled appointment time. This is payable at the time of cancellation. This is required to be paid, before a new appointment can be booked.
• $100 is charged for a missed surgery appointment. This is payable at the time of cancellation, or no show, and is required to be paid before a new appointment can be booked.
• At any point management reserve the right to refuse service to a client.

5. Insurance Claims

Insurance Submission: Albury Animal Hospital accepts and facilitates GapOnly insurance claims. These are processed on the clients behalf through our software. For hospitalised patient, a progress payment is processed every 24 hours, and the client is required to pay any gap in fees per payment.

• For any e-claims: which is where a client chooses to submit this themselves, OR they are insured with a company that falls outside the 'GapOnly' banner, the client is responsible for all payments, including progress payments and it is their responsibility to submit a claim to their insurance company. If Albury Animal Hospital is required to complete documentation on behalf of the client, an administration fee payable of $35.

Pre-authorisation: For planned procedures clients are encouraged to verify coverage and obtain pre-authorisation from their insurance provider before treatment.

6. Refund Policy

Refunds: Refunds for overpayments or cancellations will be processed within 7 business days.

7. Changes to Financial Policy

Policy Updates: Albury Animal Hospital reserves the right to modify this financial policy. Clients and team members will be notified of any changes.