Terms of service

 

Terms and Conditions – Independent Animal Clinic.

We, at the Independent Animal Clinic are governed by The Royal College of Veterinary Surgeons (RCVS) and Veterinary Medicine Directorate (VMD). We aim to provide the highest standards of veterinary care. These are the terms on which we 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, so we suggest you ask for further clarification from us if required.

1.  Supply of Veterinary Services

1.1 - We shall ensure that all veterinary services are supplied by suitably qualified members of staff, taking into account the nature of the veterinary service to be carried out 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 although we will always endeavour to obtain permission as feasibly possible.

1.3 - Please note that any estimate given can only be an approximation of the costs of any treatment required. 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 (for example, in the event of an emergency and at the professional discretion of the specific Veterinary Surgeon, acting in the best interest of your pet, or if a surgery changes in nature once the procedure has started if the procedure is not how we initially expected).

1.4 - We reserve the right to decline to supply veterinary services at our discretion. You are always free (at your cost and subject to the payment obligations in these terms and conditions) to seek a second opinion on or concerning any veterinary services provided.

1.5 – Veterinary clinics may experience high demand for consultations and limited availability. Non-attendance of consults may mean that we are unable to offer those times to patients that really need to be seen.  It is also detrimental to the running of the business.  We understand that mistakes happen however we reserve the right to withdraw services to clients who repeatedly do not attend appointments without letting us know.  In these circumstances we will provide notice of termination with explanation. 

1.6 - Tests and investigations do not always guarantee a diagnosis

1.7 - We will endeavour to contact you about vaccine reminders and practice offers (where you have given permission under GDP) via email, text, telephone or post.

**It should be noted that you are responsible for maintaining pet vaccinations and preventative care timetable as recommended by the vet and the ultimate responsibility is down to you, the primary caregiver of the patient to ensure there are no lapses in preventative treatment such as vaccinations. 

2.  Supply of Products/ Medications

2.1 - You acknowledge and agree that all products must only be used in accordance with the instructions supplied with them or issued orally by the Veterinary Surgeon providing the veterinary services or other members of our trained staff. If you have any questions or concerns regarding the use of any product, you should consult the Veterinary Surgeon providing the veterinary services or other of our staff for clarification.

2.2 - Any products supplied by us shall be of satisfactory quality, fit for purpose expressly agreed by the Veterinary Surgeon providing the veterinary services or other of our staff and shall comply with any description given. All other warranties, expressed or implied from a third party, are hereby excluded.

2.3 - As a licensed supplier of veterinary medicines, we are unable to offer a refund for all 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. However, we are happy to dispose of medication safely for you.

2.4 - When you request a repeat prescription or written prescription for your pet, we can only supply the medication if:

• 2.4.1 - The Veterinary Surgeon caring for your pet has authorised the repeat prescription.
• 2.4.2 - Your pet has been seen by one of our Veterinary surgeons within a specific time scale dependant on the drug category and prescription laws for that specific drug. Most repeat prescriptions require a repeat check at the maximum of every 6 months however in some cases more frequently depending on the nature of the medications and the condition of your pet. 

2.5 - There will be a charge of £16 for such written prescriptions to cover the time, responsibility of the vet and professional insurance costs involved.  This price has been decided by our governing body RCVS to standardise the service throughout the country and to ensure vets are not penalising your decision to seek medications elsewhere. 

2.5 – A written prescription will have an expiry date on it which will vary depending on the nature of the drug prescribed and the reason for the medication being dispensed.  This expiry date is clearly written on the prescription.   If you do not use the prescription within the allocated time, then it is likely you will be charged another prescription charge if a new prescription is requested.  Providing a new prescription may require the vet to resee your pet (depending on the nature of the medication and the reason the medication was dispensed). 

Controlled scheduled drugs will only have a maximum of 28 days on the expiry from the date of issue.  This is due to the prescribing laws associated with these drugs. 

3.  Payment

3.1 - All veterinary services and products provided by us shall be charged to you in accordance with our then current price list which is subject to change without notice. If you have any questions as regards the level of charges that will be incurred, you should consult the Veterinary Surgeon in charge of your pet’s treatment for his/her staff for clarification.  Prices can be given in advance of payment on request. 

3.2 - There may be a charge for all administration services, including processing all claim forms, referrals etc.  We will be transparent in the charges and ask you request these in advance of payment. 

3.3 - Our normal practice at the Independent Animal Clinic 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.

3.5 - We may refer overdue accounts to a debt collection agency.  We will provide 7 days’ notice to you prior to referral to pay the debt on receipt of that notice.  Extensions are completely at the discretion of the practice manager.  

3.6 - If 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:

• 3.6.1 - add additional charge(s) to your outstanding account 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
• 3.6.2 - Issue notice to you that no further Veterinary Services and/or products will be supplied to you.

3.7 - All prices quoted are quoted exclusive of value added tax or other indirect taxes, duties or levies which shall be added as appropriate.

3.8 - 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, which usually amount to the initial emergency pain relief.

 4.  Liability

Our liability in respect of all and any claims, damages or losses arising in respect of the goods and/or services provided by us or arising in connection with any attendance at our practice or attendance at any property by one of our vets shall be limited in accordance with our insurance cover. In the event of any uninsured claims, damages or losses our liability shall be limited to the value of the goods and/or services to which the claim, damages or loss relates.

5.  Complaints

5.1 - 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 or its staff, in the first instance you should contact the practice, and we shall supply you with a copy of our complaints procedure and will with immediate effect, endeavour to address any issues arising. 

5.2 – There is the opportunity for anonymous feedback that can be found on our website, however we ask this is constructive and if any specific feedback in relation to a case be sought through our normal complaints procedure so that we can address the complaint appropriately. 

6.  Pet Insurance

6.1    We may offer advice on pet insurance, but any contract of insurance is between you and your insurer. Please ensure that you refer to the terms and conditions of your insurance policy. 

6.2 – We are required to provide history to your insurance company at the point of any insurance claims.  The clinic will provide full history to include any history from previous clinics at their request.  We cannot omit or doctor any records; any requests are specifically insurance fraud. Please do not request that we do so. 

6.3 – We are not permitted to change the client section of the insurance claim form submitted by clients.  We can only fill out our practice side of such insurance requests.  If you do not fill out your section appropriately then this may slow down your claim or affect the conditions and amounts claimed.  We are happy to answer any questions relating to claims however we recommend speaking directly to your insurance company as often they have their own terms of service that may vary between companies and for what we are not privy to. 

7.  Data Protection

We comply with the Data Protection Act 2018 and will take reasonable precautions to ensure your records are kept securely and used appropriately.

7.1 - Subject to your agreement clinical records may be shared with another veterinary practice, insurance companies, laboratories or referral centres. In the event you cannot be contacted only relevant records will be released to third party vets in the interest of animal welfare.

• 7.1.1 - The care given to your pet may involve making some specific investigations, for example taking radiographs or performing an ultrasound. Case records including x-rays and ultrasound are the property of, and shall be retained by, us. Copies 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.

7.2 - We can provide a digital copy of all your data held; we request at least 72 hours’ notice prior to any requests.

7.3 – Our surgery is covered by CCTV in some areas to protect our business.  Images are not stored or shared with third parties. 

7.4 – Any paperwork containing sensitive information is shredded/ incinerated prior to disposal. 

8. Antisocial behaviour

We do not tolerate intimidating, threatening or aggressive behaviour directed to any of our staff and/or other clients. Upon displaying any of these behaviours, you will be asked to leave, and we reserve the right to withdraw our services to you.

9. Out Of Hours Services

Independent Animal Clinic work alongside Mill House Vets and Vets Now in Kings Lynn to cover our out of hours emergency services.  Costs are settled directly with Vets Now, their costs are independently determined, and we do not have any influence over charges, and we recommend asking for estimates prior to treatment, as out of hours charges can be significantly higher in comparison to daytime charges. 

10.  Miscellaneous

10.1 - Users of our car parks do so at their own risk. Independent Animal Clinic will not accept any responsibility for accidents, loss or damage of any vehicle or its contents whilst parked in the public car park. 

10.2 - No alterations may be made to these terms and conditions without our express written consent. We may update or amend these terms and conditions at any time by placing a notice to that effect in our premises.