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. Should you require further explanation please speak to one of The Reception Team who will be happy to help. Please note that telephone calls may be recorded for quality and monitoring purposes.
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.
- 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 within or 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. We will have the right and duty to priorities our customers and to maintain an adequate balance between the number of clients and personnel so we can deliver excellent services. We cannot guarantee that will have the capacity to be able to register back any clients that left the practice.
- 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 the following conditions are met:
3.1.1 The Veterinary Surgeon caring for your pet has authorised the repeat prescription.
3.1.2 Your Veterinary Surgeon may prescribe Prescription Only Medicines -Veterinary (POM-V) medication only for animals under their care.
3.1.3 Your pet has been seen by one of our Veterinary Surgeons within the last 6 months, but this may vary with individual circumstances; specific conditions and newly diagnosed pets will need to be seen within 1-3 months. The check-ups will allow a vet to review your pet’s condition, discuss any new medications which may be more appropriate for your pet and to check for any problems relating to long-term treatment. It also provides an opportunity for you to discuss any other concerns you may have regarding your pet’s health.
3.2 A prescription may not be appropriate if your animal is an inpatient or if immediate treatment is necessary.
- There will be a charge for such repeat prescriptions to cover the time, responsibility and professional insurance costs involved.
- Repeat prescription fees are non-refundable.
- No medication that has been dispensed can be returned to stock and no refunds given, please order medicine responsibly. As a licensed supplier of veterinary medicines, governed by The Royal College of Veterinary Surgeons (RCVS) and Veterinary Medicine Directorate (VMD), we are unable to offer a refund for medications as these goods cannot be offered for resale. This regulatory law exists to ensure the safety of your pet, as the returned medicines may have been subject to improper storage conditions or tampered with.
- Controlled drugs in Schedules 1 to 4 (i.e. opioid pain reliefs, etc.) have a prescription validity of 28 days. Prescriptions for Schedule 5 control drugs (and all other prescription medicines) have a validity of 6 months only.
- We can only dispense a prescription for a control drugs in Schedule 2 or 3, once and only within the 28 days of the validity of the prescription. Single prescriptions with multiple dispenses (i.e. repeatable prescriptions) are not allowed for CDs in Schedules 2 and 3. Your vet will inform you if your pet will need these medications.
- Only one item per prescription will be prescribed.
- For dispensing or prescribing medicines, we need two working days notice. For control drugs we need five working days notice.
Medicines must be dispensed or prescribed in cascade, starting with veterinary medicine with marketing authorization in UK first. Even if a less expensive human medicine exists, by law, it cannot be used as alternative for a veterinary equivalent.
Whilst procedures such as consultations, vaccinations and neutering have standard prices, the charges for most surgical operations are based on the time they take. The cost of blood tests, X-rays, dressings, drugs, hospitalisation and any special materials (e.g. orthopaedic plates) are always added to the surgical fee. With the cost of the extras mentioned above, the final charges for major surgery could exceed £2000.00, especially if prolonged hospitalisation is needed. We recommend that you consider the insurance policies that are available to cover veterinary fees
4.1 All Veterinary Services and Products provided by us shall be charged to you in accordance with the current price list. List of the prices for the planed procedures are available on request and it 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. All fees, drugs, shop products and services are subject to VAT at the current rate
4.2 Our 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. The Practice will request a down payment of approximately 50% of the anticipated costs for all 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 will 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).We 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. It is the client’s responsibility to settle the account and then claim the fees from the insurance company.
An administrative charge will incur for processing claim forms; fees for this service might not be covered by insurance policies.
Some medical insurance can pre-authorise veterinary treatments. This will give peace of mind to the policyholder but does not mean that the Practice will accept a direct claim.
4.5 Inability to pay
4.5.1 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:
4.5.2 Pass your details to a debt collection agency or Credit Reference Agency and any additional charges incurred in the collection of the debt such as court fees, correspondence, administration, court attendance, telephone calls and home visits will be added to your account. All outstanding balances will be subject to interest charges being applied to the account 1 month after treatment and every subsequent month thereafter until the balance is cleared, as advised on our invoices.
4.5.3 Issue notice to you that no further Veterinary Services and/or Products will be supplied to you.
4.5.4 Clients who are unable to settle their accounts as specified should discuss the matter as soon as possible with the Practice Manager. In exceptional circumstances (e.g. major surgical procedures) payment by instalments will try to be arranged subject to certain conditions
4.6 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.
- Veterinary consultations and appointment booking
Veterinary consultation covers the veterinary surgeon’s professional time and includes a clinical examination where appropriate. The consultations will incur the same charges regardless if done in person, telemedicine or over the phone. Consultation charges are paid in advance over the phone, online or at reception in order to secure an appointment. Our veterinary surgeons can only offer you medical advice. They cannot amend invoices, give discounts, refund payments or answer any queries about finance instalments payment. Please use their time for medical advice and treatment plan only (i.e. estimates). If you anticipate difficulties settling your account, please discuss the matter with the Practice Manager or Credit Control BEFORE your pet is admitted to the hospital.
You can book an appointment online, 6 weeks in advance. You can reschedule a booking free of charge up to 48 hours before due date. If the appointment is cancelled within this period, a card transaction fee will apply in order to return the money back to you. If the appointment is cancelled with less than 2 days notice but more than 24 hours a £5 cancelation fee will apply. If the appointment is cancelled on the day (less than 24 hours notice) a £10 cancelation fee will apply.
Cancelation of medical or surgical procedures incurs a £10 charge.
In some cases, when pets are presented for routine or preventive treatment (e.g. vaccination, anal glands expression, etc) but following an examination, in veterinary surgeon’s professional opinion your pet is found to be ill or have clinical signs of illness (e.g pale gums, blood in stools, etc)then the routine or preventive treatment could be postponed. In these circumstances, the medical findings will be discussed with you and a treatment plan will be provided to you. A consultation charge will incur.
If due to illness your pet can not have routine preventive treatment (worming tablet, vaccinations, etc) which could be a legal requirement linked to different activities (e.g. domestic or commercial travel, kennels / cattery boarding, etc) then our vets must prioritise welfare of the animal and the routine preventive treatment could be postponed. Also, sometimes the vaccination course might need to be restarted. We do not take any responsibility for any direct or indirect financial losses you could incur in respect of your pet not having routine preventive treatment.
As a courtesy we will send you reminders for your annual vaccination, flea and worming but you are ultimately responsible for remembering when they are due. We don’t accept any liability incurred from missing out on your pet’s protection.
It is necessary both for the welfare of your pet and to meet legal obligations that Stokewood Vets 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. This applies to any POM-V (prescription only medicine-veterinary) including flea and worming treatment POM-V.
7.1 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.
7.2 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 is sent to the following address: firstname.lastname@example.org
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 10 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
7.3 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.
7.4 We operate a zero-tolerance policy towards both verbal and physical abuse, violence, aggression and threatening behaviour. No member of staff should be subjected to violent, threatening and abusive behaviour. Please make your complaint in a polite manner and follow the complain procedure protocol; otherwise we will stop providing services for your pets and you will removed from our Register of clients.
- Patient photographs
We may on occasion use photographs of your pet for educational or promotional purposes. Please advise us if you do not allow us to use your pet’s photograph. Every admittance consent form has this option written. Please tick the box to indicate your wish. You or your pet’s name will not appear with the image, unless you have expressly agreed to this.
- Data Protection
9.1 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.
- 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 (e.g. animal health certificate, etc) If we do transfer any of your data outside of the European Union (e.g. export health certificate) we will make sure that it is kept secure. We hold the companies we work with to the EU contract clauses standards.
8.4 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.
- Only the client that is registered on our practice management software as owner can access the clinical data of the pet. No other family member or other external person is allowed to have access to the client’s file or to make any decisions about pet unless written or verbal request has been made. Please inform the practice if you want to add co-owner(s) to your file. They will have the same access privilege to access your data and your pet’s medical files. They will need to read and agree with the T&C as well.
- If the pet’s medical insurance policyholder is different than the registered owner, then the owner cannot legally sign any documents related with a medical claim. Without policyholder’s signature the owner of a pet cannot claim for medical expenses. We advised that the owner and policyholder to be the same person
- Without any express consent from the owner a policyholder cannot access pet’s records.
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. Free of charge electronic 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. If the owner requests a printed copy of history and where applicable copies of scans at £10
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. We recommend you, to regularly read the terms and conditions for any updates.
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 We are a company registered in England and Wales:
10.3The company’s registered name (e.g. CVS (UK) Ltd) • Our company registration number (3777 473); and
• Our registered office address (CVS House, Owen Road, Diss, IP22 4ER)
10.4 If you have any questions please contact us. You can contact us by writing to us, or telephone 01202532817 or by emailing us at email@example.com
This is a legally binding document.
If you do not agree to be bound by these Terms (as amended from time to time), then we cannot register you as a client.
By requesting our services and products you acknowledge that you have read, and do hereby accept the terms and conditions contained in this Consent Agreement.
Stokewood Veterinary Centre (“We”), are committed to protecting and respecting your privacy.
We give the best possible care to animals and the same goes for your information. We bring our own pets to the practice too, so we appreciate how important data protection is. As you have placed your trust in us when providing your information, we want to be totally transparent with you about how it’s handled.
For services in this practice, the controller (the company responsible for protecting your information) is CVS (UK) Limited.
How we use your information
Your personal information is used for a number of different reasons depending on what it is. We only collect what is necessary in order to provide our service to you. The tables below set out what information is collected, our purpose for collecting it and our lawful basis (why we need to collect it) in line with data protection legislation.
Your personal details, such as your name, date of birth, address, email address, phone number and insurance policy number.
What we do and why
Our lawful basis
Identify who you are when you visit the practice so we can ensure it’s your pet, and our records are accurate.
As part of our contract with you.
Send you appointment reminders so you know when to bring your pet in to see us.
Our legitimate interests are to ensure your pet is, and remains in, good health and to optimise time efficiency in our practices by reducing missed appointments
Send you treatment, vaccination, flea or worming reminders to keep you informed about when your pet needs treatment.
Our legitimate interest to ensure your pet is, and remains in, good health
Communicate with your insurance provider if applicable so that any claims can be submitted efficiently.
This is a legal requirement and part of our contract with you.
Send you service updates such as changes to our T&Cs or practice disruptions to inform you of any changes to the services we provide.
This is a legal requirement and part of our contract with you.
Send you information about animal health concerns in your area to keep you informed on issues that may affect your pet.
Our legitimate interest to ensure your pet is, and remains in, good health
Send you information about our wider services, events and resources. We like to keep you up to date and help you get the best from our services (you can find out more in the section on Marketing messages below)
Only with your consent, so the choice is yours.
We sometimes ask for your feedback about our overall service. More often than not, they are anonymised, but we may want to respond to you directly if you’re unhappy with something.
Our legitimate interest to address your concerns and continue to improve our services for our customers and their pets.
Please note that, where we are required to process your personal information as part of our contract with you and you do not provide us with this information, we may not be able to provide our services to you.
Additionally, we may automatically obtain information about you such as your image or your vehicle registration number via our CCTV systems operating at our practice. We operate CCTV for our legitimate interests of helping to secure our premises and keep our customers, visitors and staff safe.
We may also record telephone calls for training, quality assurance and monitoring purposes.
Your payment information
This is information provided when you are required to pay directly for any practice services. We don’t store your card details, GlobalPay are our payment services provider.
Your contact history with us
This covers things you’ve said, whether that be via email, telephone or the ‘Contact Us’ page on our website. Calls made to our practice may be recorded as referenced above.
What we do and why
Our lawful basis
Take payments for the service we provide and give refunds where necessary as some of our services require direct payment.
As part of our contract with you.
Keeping a record of financial transactions so we know what you’ve paid for.
It’s a legal requirement.
What we do and why
Our lawful basis
Provide customer service and support.
It’s up to you whether you contact us via the methods above so it depends on the nature of your query. It could be part of our contract with you.
Improve our support services to ensure our customer service is the best it can be.
Our legitimate interest to keep our team trained to the highest standard to provide the best possible service to you and your pets.
Resolve complaints and disputes and claims
Our legitimate interest to resolve complaints and disputes in a timely manner and to exercise our legal rights
We may also anonymise and/or aggregate your personal information, so you aren’t identifiable. This process may be used to facilitate the testing of our IT systems, research, data analysis, improving our site and developing new products and services.
How do we obtain your information
There are several ways in which we obtain your information. Most information is voluntarily provided by yourself via completing our forms or conversing with one of our members of staff during registering, creating an online account, placing orders, or signing up for Healthy Pet Club.
Sharing your information
You have trusted us with your information, therefore the first thing we want to assure you of is that we do not, and shall not, sell any of your personal data to any third party.
However, we share your data with the following categories of companies as an essential part of being able to provide our services to you and your pets:
- Companies in the CVS group, as different parts of our group are responsible for different activities such as MiNightVet emergency care.
- Referral practices so that they can arrange appointments, tests, treatments and services if your pet needs to be referred to a hospital or specialist.
- Laboratories and Animal Crematoria within the CVS group, so that we can arrange tests, treatments and services and obtain results on your behalf.
- Your insurer, so that we can obtain permission to perform certain investigations and treatments at their expense. Also, to arrange payment for investigations and treatments provided.
- Banks and payment service providers (including our chosen payment provider, GlobalPay), so that we can deal with payments and refunds where necessary.
- Credit reference and fraud prevention agencies, so that we can obtain information about you and help to detect and prevent fraud.
- Debt collection agencies, should you fall behind with payments for the services we provide.
- Email providers, printers and mailing houses, so we can send you reminders, administrative information relating to the way we provide services to you, information about animal healthissues relevant to you and marketing communications if you agree.
- Law enforcement, government and other agencies should we receive a request from them toassist with any investigations, or we deem it necessary.
- Other practices, if you decide to move to a new practice and want to transfer your information
- Charities, in the unfortunate event that your pets find themselves with a charity for thefacilitation of rehoming or other means, we may provide them with any necessary details for
the continuation of animal welfare or other relevant matters.
- Third parties such as the police, RSPCA or other authorities where we are unable to reach youfor consent and unlikely to be able to for some time, we may disclose necessary information
to third parties for the facilitation of continuity of pet care.
- Third party software providers, where we implement and you make use of our third partyprovided apps, your data will be shared to facilitate a more convenient, streamlined and more accessible process.
We take the sharing of your data very seriously and only do so where necessary for the purposes set out above. Where your data is shared with third party software providers, we ensure that they have the appropriate data protection procedures, policies, and certificates in place before transferring any information.
If you would like to know more about the companies we may share personal data with, or how to find out more on how they will use your data, please contact us at the details below.
Please note that not all CVS group practices or other service providers such as laboratories or crematoria use CVS branding.
If you have agreed, we’ll send you marketing messages to keep you aware of what we’re up to and to help you see and find our products and services.
If you no longer wish to receive them then you can unsubscribe at any time via the following methods:
- Click the ‘unsubscribe’ link at the bottom of any marketing email communication that we send you
- Contact the practice directly via phone or email and ask to be removed from our mailing listIf you’ve asked us to stop sending any kind of marketing, we will action the withdrawal of your consent as soon as possible, although we ask that you please be patient so that we can update all of our systems. You may continue to receive messages from us whilst we process your request.
If you decide to opt-out of marketing messages, we will continue to send ‘service communications’ such as appointment/vaccination/treatment reminders.
Where your data is stored
All of the personal information we process is stored within the European Economic Area (EEA). Therefore, we can guarantee that your data will be handled in accordance with the UK and EU General Data Protection Regulation. It’s important for us to be transparent with you so if this were ever to change, we would let you know in advance.
How long we keep your information
We will keep your data for as long as we need to in order to fulfil the purposes we have set out in this Privacy Notice. If you cease to be our client, we will still need to keep some of your data to meet our legal and regulatory obligations, resolve disputes, prevent fraud and abuse and to enforce our Terms & Conditions. We will only keep what is necessary for these purposes.
We will keep CCTV images for up to 30 days and telephone call recordings for up to 3 months from the date of recording unless it is necessary for us to keep them for a longer period.
You can contact us if you no longer wish to be a client and ask that we deactivate your account. However, we will keep the data we need even after your account has been deactivated.
You have a number of rights relating to your personal information, which are as follows:
- The right to be informed about how your personal information is used, most of which is within this notice
- The right to access personal information we hold about you
- The right to rectify personal information we hold about you if it is inaccurate or incomplete (we ask that you speak to a member of our practice team if any of your contact details have changed)
- The right to request that we delete your data, stop processing it or collecting it in some circumstances
- The right to stop marketing messages, further information of which is above in the ‘Marketing messages’ section
- The right to object to the processing of your personal information for the furtherance of our legitimate interests
- The right to portability where we would port or transfer elements of your personal information to you or another practiceIf you wish to exercise any of these rights, or have any questions, please contact us via the contact details at the end of this notice.
Changes to this notice
We will keep this notice under regular review and publish any updates in practice or on this website. Any significant changes will be communicated with you directly, so you are kept up to date on how your data is handled.
This privacy notice was last updated on 30 January 2023.
How to contact us
Client feedback is essential in ensuring that we provide the best possible service to you. If you have any questions about this notice, want us to stop using your information or exercise any of your rights then please don’t hesitate to contact us:
Data Protection Officer
CVS House, Owen Road, Diss, Norfolk IP22 4ER
If you have any concerns about our use of your personal information, you can make a complaint to us via the contact details above.
Whilst we would always prefer to have the opportunity to resolve your complaint first, you can also complain to the Information Commissioner’s Office (ICO) if you are unhappy with how we have used your data. Our ICO Registration number is Z7208449.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF Helpline number: 0303 123 1113