felt done in by vet hospital

<br> Dear Mrs Nelson<br> <br> As per my conversation with Mr Nelson this afternoon, I would like to repeat my sincerest apologies for your experience on the 27th April at this hospital.<br> <br> As I explained to Mr Nelson, had I been aware of these events I would have addressed it immediately - I am glad to have to opportunity, nonetheless, to address it now.<br> <br> Our hospital has a strong policy for circumstances such as these and I regret that our policies were not applied in your case and I would like to remedy this error.<br> According to our policy, you would not have been considered remotely liable for any cost and, given the circumstances of the gentleman who owned her, we would have rendered our services at no cost to assist 'Lady'.<br> <br> The fact that you stopped and picked Lady and her owner up and brought them for assistance is a deeply kind and compassionate act. You are not, however, liable for costs.<br> <br> I discussed with Mr Nelson that I would email you to request your banking details so that I may return your full payment to you via eft, should this be suitable for you?<br> If you would prefer a refund by any other means I would happily oblige, but I am sure an eft is the most efficient method.<br> <br>