Terms & Conditions of Business
Thank you for entrusting the care and attention of your pet to Stokewood Veterinary Centre . We aim to provide the highest standards of veterinary care. These are the terms on which we, Stokewood veterinary Centre, supply veterinary services and related products to you.
These Terms and Conditions shall apply to all supplies of Veterinary Services and Products by us to you to the exclusion of all other terms and conditions. Please note that some aspects of these Terms may not be relevant to you and we suggest you ask for further clarification from us if required.
The terms of this agreement are governed by English Law, and as such, any dispute arising between the two parties of this agreement will be subject to the laws of England and Wales, and both parties submit themselves to the jurisdiction of the Courts of England and Wales.
Please be aware that by requesting veterinary services you are agreeing to abide by these terms.
1.SUPPLY OF VETERINARY SERVICES
1.1 We shall ensure that all Veterinary Services are supplied by suitably qualified staff, taking into account the nature of the Veterinary Service to be supplied in each instance.
1.2 Wherever practicable and on your request, a treatment plan for the supply of Veterinary Services will normally be agreed with you following an initial consultation and in advance of any further treatment. This treatment plan will provide an estimate regarding the likely costs of the course of treatment in such plan. In an emergency, we reserve the right to provide such Veterinary Services as are reasonably necessary, in the professional judgement of the Veterinary Surgeon providing the Veterinary Services, without first agreeing a treatment plan.
1.3 Please note that any estimate given can only be an approximation of the costs of any treatment required as sometimes an animal’s treatment will not follow a predictable course. If our original estimate looks as if it will be exceeded, then the Veterinary Surgeon responsible for providing the Veterinary Services will discuss any increased fees with you before any further procedures are undertaken (except in the event of an emergency and at the professional discretion of the relevant Veterinary Surgeon acting in the best interest of your pet).
1.4 We will endeavour to provide veterinary services in accordance with reasonable standards denoted by the RCVS guidelines for practice standards and the professional conduct of veterinary surgeons and veterinary nurses. All Veterinary Services shall be supplied in accordance with normal professional standards.
1.5 Veterinary Services shall be supplied during our normal business hours (these may change from time to time, but the current opening hours of 8 am to 7 pm Monday to Friday and 8 am to 12 pm on Saturday can be found on our website at www.stokewoodvets.co.uk. At our discretion, we may arrange for Veterinary Services to be supplied at various locations and at other times. In an emergency, a veterinary surgeon will see you outside these opening hours, but this service will carry an extra charge. We reserve the right to utilise the services of a specialist out-of-hours provider. This service may carry an extra charge and any monies due for Services or Products provided by this external provider are payable to the third-party provider (pertaining to their distinct Terms & Conditions).
1.6 We reserve the right to decline to supply Veterinary Services at our discretion. You are able (at your own cost and subject to the payment obligations in these terms and conditions) to seek a second opinion on or concerning any Veterinary Services provided.
2.SUPPLY OF PRODUCTS
2.1 In the event of any defect or failure (except those caused by human error) in any Product, our liability to you shall be restricted to replacing the Product or refunding the price that you paid for the Product.
2.2 You acknowledge and agree that all Products must only be used in accordance with the instructions supplied with them or given verbally by the Veterinary Surgeon (or another member of our staff) providing the Veterinary Services. If you have any questions or concerns regarding the use of any Product, you should consult a member of our staff for clarification.
2.3 Any Products supplied by us shall be of satisfactory quality, fit for purpose and shall comply with any description given. All other warranties, expressed or implied, are hereby excluded.
3.1 When you request a repeat prescription for your pet, we can only supply the medication if both of the following conditions are met:
3.1.1 The Veterinary Surgeon caring for your pet has authorised the repeat prescription.
3.1.2 Your pet has been seen by one of our Veterinary Surgeons within the last 6 months.
3.2 There will be a charge for such repeat prescriptions to cover the time, responsibility and professional insurance costs involved.
4.1 All Veterinary Services and Products provided by us shall be charged to you in accordance with the current price list, a copy of which is available on request and which is subject to change without notice. If you have any questions regarding the costs that will be incurred, you should consult the Veterinary Surgeon in charge of your pet’s treatment or another member of staff for clarification.
4.2 Our normal practice is for payment to be made in full by you at the time the Veterinary Services or the Products are supplied, either at the end of the consultation, the discharge of your pet or upon collection of the Products. All invoices must be settled in full on receipt of the invoice. On very rare occasions we may allow treatment without immediate payment. However, in this situation we would expect payment to be made within 3 days of date of invoice and adequate identification to be provided. Practice reserves the right to request a down payment of approximately 50% of the anticipated costs for non-routine surgical, dental and medical procedures on admission. In cases where a patient is admitted for disease investigation, surgery and/or prolonged treatment, or where the Client has no previous financial history with the Practice, the Practice may require payment of some or all of the estimated fees in advance of starting treatment. With ongoing cases, the Practice may require the Client to make interim payments.
4.3 You may settle your account using any of the following methods: Cash, credit/debit Card (Switch, Solo, MasterCard, Visa, Delta), or cheque with current valid banker’s card. We may also accept payment via BACS transfer. Please discuss this with a member of staff who will provide you with the account details should this payment method be acceptable.
4.4 Payment Terms – Insured Pets
Clients with insured pets that have incurred fees are required to pay the Practice in full in accordance with the Clause above. At the Practice’s discretion, it may be possible to set up a preauthorisation plan or, with evidence of a valid and appropriate insurance policy in place, the Practice may take payment of the policy excess (es) and payment for all goods not covered by the policy, providing the claim form instructs the insurers for direct payment to be made to the Practice.
If the Insurance Company declines payment, the Client is responsible for immediate payment in full, under the Terms detailed herein. The policy is a contract between the Client and the insurer. The Practice is not registered to recommend specific insurance products and cannot give advice or liaise directly with the insurance provider. The Practice reserves the right to charge for processing claim forms – fees for this service are not covered by insurance policies.
4.5 We accept direct insurance claims at the discretion of our Practice Manager. A direct insurance claim is one where you do not pay us; rather we claim the money directly from the insurance company. We may charge a direct insurance claim administration fee. In the event that all or any part of the insurance claim is not paid by your insurance company for any reason, you will be liable for the outstanding balance. You remain liable in full for all invoices and all sums shall become due and payable in full by you at the end of this extended payment period, irrespective of whether your insurer has made payment to you.
4.5 We may refer overdue accounts to our debt collection agency.
4.6 In the event that any invoice or other sum owed by you is not paid when due then, without prejudice to any other remedies available to us, we may at any time:
4.6.1 Add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees); and
4.6.2 Issue notice to you that no further Veterinary Services and/or Products will be supplied to you.
4.7. All prices quoted are quoted exclusive of VAT or other indirect taxes, duties or levies which shall be added as appropriate, at the current rate.
4.8 If you are unable to pay for the Veterinary Services, we are only obliged to fulfil our minimum legal responsibilities and professional obligations in respect of your pet.
5. REPEAT EXAMINATIONS
It is necessary both for the welfare of your pet and to meet legal obligations, for this practice to re-examine animals receiving long term medications. The standard interval for medication checks is 3 months; this initially may be less but at no time will be longer than 6 months. The prevailing examination fee will be charged for that consultation.
The general policy of the practice is to reassess an animal requiring repeat prescriptions every six months, but this will vary with individual circumstances. A standard charge will be made for writing a prescription and detail of this fee and the standard re-examination charge is displayed in practice.
You will be informed, on request, the price of any medication that may be dispensed for your animal, and further information on the prices of medicines is available from your veterinary surgeon. In addition, the current prices for the ten POM-Vs most commonly prescribed or supplied, in a typical three month period, are displayed in practice and can be supplied to you on request.
6.1 It is our intention that all our clients should be satisfied with the Veterinary Services and any Products supplied. If you are dissatisfied with any aspect of the Veterinary Services or Products supplied by us, you should raise a verbal complaint (in practice or via email) with a member of staff in the first instance. The complaint will be reported to the practice manager.
6.2 In the unfortunate event that you wish to raise a formal complaint with Stokewood Vets we request that a formal letter setting out the grounds of the complaint are sent to the following address: email@example.com
Upon receipt of your letter one of our team will investigate the details of your particular case and respond accordingly to you. Although we always endeavour to respond to a complaint within 14 working days of receipt sometimes this is not possible. In such an instance a member of the team will contact you to update you on the progress of your complaint
6.3 In the case of a complaint, we may share your information with our insurers or our indemnity providers or other professional advisors, if we believe that this will enable us to resolve your complaint more effectively.
8.1 Stokewood Veterinary Centre is a “data controller”. This means that we are responsible for deciding how we hold and use personal information about you. We will use the personal information you provide to us to:
8.1.1 Provide the Veterinary Services and Products.
8.1.2 Process your payments for the Veterinary Services and Products.
8.1.3 Inform you about the products and services that we or selected third parties provide, but you may stop receiving these at any time by contacting us.
In order to provide the services above, we use selected third parties to process your data. We will not share your information with other companies, individuals or organisations unless:
8.2.1 It is part of the diagnosis or treatment of your pet.
8.2.2 It is part of a service that you’ve asked us to provide, such as a health plan, financing or submitting insurance claims.
8.2.3 You have given us permission to do so.
- We have an identified legitimate interest to do so.
- We are legally required to do so.
8.3 In some very specific situations, we may transfer some of your data abroad. If we do transfer any of your data outside of the European Union we will make sure that it is kept secure. We hold the companies we work with to the EU contract clauses standards.
8.5 You can ask to access, modify or delete your data held by us and you can also ask us any question regarding the data that we store about you.
9.OWNERSHIP OF RECORDS
9.1 The care given to your pet may involve specific investigations such as taking radiographs or performing ultrasound or MRI scans. Even though we make a charge for carrying out these investigations and interpreting the results, ownership of the resulting record, such as a radiograph or scan image, remains the property of Stokewood veterinary Centre and shall be retained by us. Copies, along with a summary of the history of any patient, can be passed to another Veterinary Surgeon taking over a case, on written request to us and upon settlement in full of all sums due to us in respect of such patient’s treatment by us.
10.1 No alteration may be made to these terms and conditions without the express written consent of the Practice Director. We may update or amend these terms and conditions at any time by placing a notice to that effect in our premises.
10.2 These terms and conditions shall be governed by English Law and we and you submit to the exclusive jurisdiction of the English courts, without prejudice to our right to seek recovery of any sum due by you before any complaint court.
10.3 AT ANIMAL CARE LIMITED is registered in England & Wales. Company number 09311923.
10.3.1 Our registered office is at CALYX HOUSE, SOUTH ROAD, TAUNTON, TA1 3DU
10.3.2 Our registered VAT number is 315254036
10.4 If you have any questions please contact us.