Payment Policy at MediVet Hillcrest
Transparent, fair, and essential for sustainable care
At MediVet Hillcrest, we are committed to providing high-quality, compassionate veterinary care to every patient who walks through our doors. We understand that caring for a pet can come with unexpected costs, and we’ve always tried to be as understanding and flexible as possible. However, to ensure we can continue to operate at the standard you expect—and that your pets deserve—we’ve had to update our payment policy.
Why We Require Upfront Payment
As a small, privately owned veterinary practice, we are not backed by corporate funding. We rely solely on the fees paid by our clients to cover the essential running costs of our practice. These include:
Qualified staff salaries
Veterinary equipment and medical supplies
VAT and PAYE commitments
Facility maintenance and upgrades
Electricity, water, and municipal charges
Insurance and professional fees
We are continuously investing in the practice to improve the level of care we provide—such as recent upgrades to our kennels and the addition of physiotherapy services. But like any small business, unpaid accounts put this progress and our viability at risk.
The Reality of Deferred Payments
We receive daily requests such as:
“Can I pay at the end of the month?”
“Can I split the payment?”
“Can I settle when my insurance pays out?”
“Can I EFT later today?”
“Can I pay when I get home?”
Sadly, a large number of these promises go unfulfilled. These unpaid accounts have created an unsustainable financial burden on our practice, making it increasingly difficult to continue offering the standard of care we’re known for.
Our Updated Payment Policy
Effective immediately, all services, procedures, medications, and food must be paid for in full before leaving the practice.
This includes:
Consultations
Surgical procedures
Diagnostic tests
Prescription medications
Prescription diets and pet food
We do not offer in-house credit or deferred payment plans. We also do not release accounts pending insurance reimbursement—insurance claims are a contract between the pet owner and the insurer.
What Are Your Payment Options?
To make things easier for our clients, we accept a variety of payment methods:
Debit and credit cards
EFT (proof of payment required before leaving the premises)
Cash
Our Commitment to You
We understand that this may not suit everyone, but we must prioritise the long-term health of our business to continue caring for the pets of the Upper Highway area. Our mission is veterinary medicine—not credit provision.
By paying at the time of service, you help us:
Maintain high clinical standards
Support our dedicated team
Continue investing in better facilities and equipment
Keep our doors open to pets who need us most
Thank you for your understanding, trust, and continued support. Dr Kath Sparks & Dr Deana Rautenbach MediVet Hillcrest
Questions and answer for Payments?
Payment Policy FAQ – MediVet Hillcrest
💡 Got questions about our payment policy? You’re not alone. Here’s what you need to know:
Q1: Can I pay later, once I get home or when payday comes around?
A: Unfortunately, no. All services, treatments, and items must be paid for in full at the time of your visit. We no longer allow deferred or split payments, as too many promises to pay have gone unfulfilled, placing financial strain on our practice.
✅ Assurance: We’re not trying to be difficult—just sustainable, so we can keep serving your pets long-term.
Q2: My pet is insured. Can you claim directly from my insurer?
A: We’re happy to assist with your insurance paperwork, but we do not accept direct payment from insurers or hold accounts pending reimbursement. Payment must still be made in full at the time of treatment.
✅ Action Tip: If you’re claiming from insurance, bring your forms or request an itemised invoice—we’ll help make your claim as smooth as possible.
Q3: Can I EFT the payment later today?
A: You can pay by EFT while you’re at the practice, but we need to receive and confirm proof of payment before you and your pet leave the premises.
✅ Assurance: We have WiFi access and staff on hand to help if you need assistance completing your EFT at reception.
Q4: What payment methods do you accept?
A: We accept the following:
Debit and credit cards
EFT (proof of payment required before leaving)
Cash
🚫 Please note: We do not accept cheques, post-dated payments, or mobile payment promises without confirmation.
Q5: What if I can’t afford treatment right now?
A: We understand that times are tough. Our team will always try to offer realistic and cost-conscious treatment planswhere possible. However, we cannot provide credit or delay payment.
✅ Action Tip: Speak to us early if budget is a concern—we’ll do our best to help within what’s medically responsible.
❤️ Final Note from Our Vets
We love what we do—and we want to keep doing it.
By paying at the time of your pet’s visit, you help us continue offering ethical, expert, and personal care to every animal that walks through our doors.
Thank you for understanding and supporting a small, independent vet practice doing things the right way.
— Dr Kath Sparks & Dr Deana Rautenbach
