Terms and Conditions

Thank you for entrusting the care and attention of your horse to Vet3 Equine care. This document details our Practice Terms and Conditions. By registering your horse/horses with the practice you agree that you have read and understood our conditions of business and agree to be bound by them, should you require any clarification of any aspect of the terms then please ask.

Fee Levels

All fees, services and drug charges are available on request and are subject to VAT at the current rate. Fee levels are determined by the levels of expertise and time spent on a case and according to drugs, consumables and materials used. A member of staff will be happy to discuss any queries you may have.

Settlement Terms

Payment is due 15 days after the arrival of the invoice unless alternative arrangements have been agreed in advance. The invoices will be sent at the end of every month.  Should an account not be settled a reminder will be sent, should it be necessary for further reminders to be sent, administration charges will be incurred. After due notice, unpaid accounts will be referred to our debt collection agency and further charges, such as for the production of reports, correspondence, court fees, attendance at court and phone calls will be levied in respect of costs incurred in collecting the debt. While it is our policy to co-operate with our clients whenever possible, if payment is not made in accordance with our terms, then debts will be escalated for further action and may include to the county court to issue proceedings. Any cheque or credit/debit card transaction not honoured or any cash tendered that is found to be counterfeit will result in the account being restored to the original sum with further charges added to cover bank charges and administrative costs. If the debt is a business to business debt, then we will pursue payment of all charges and interest to which we are entitled under the Late Payment of Commercial Debts (Interest) Act 1998 including our administrative costs. If outstanding accounts are referred for legal proceedings the court fees and legal costs will also be claimed.

Inability To Pay

If for any reason, you are unable to settle your account as specified, we ask you to discuss the matter with a member of staff, as soon as possible and before treatment takes place. Please note that instalments or part payment of any account may be sanctioned with the express permission of a senior member of staff but any such arrangement must be agreed before treatment takes place. Emergency treatment to alleviate suffering will always be given irrespective of ability to pay.

Methods Of Payment

Zone visit fees will be charged prior to the visit itself. The account must not be in arrears to be eligible for a zone visit. If your account is in arrears the visit will be charged in full.

BACS payments are to be paid to the bank account shown on the bottom of your invoice and should include your account reference number, surname and postcode. If you cannot find it please call us.

 

Estimates Of Treatment Costs

We will have provided you with an estimate as to the probable costs of treatment or surgical procedure. Please bear in mind that any estimate given can only be approximate and additional costs which cannot be predicted at the outset may occur as treatments progresses. We will make every reasonable effort to discuss any such additional costs wherever possible. 

Pet Health Insurance

Vet3 Equine Care strongly supports the principle of insuring your horse against unexpected illness and accidents. Please ask for details of insurance from any member of staff but be aware that with any insurance company it is your responsibility to determine your level of cover and then to reclaim any fees you have paid the practice. It is also your responsibility to pay any excess that may be set according to your policy and to have knowledge of any condition exclusions. In certain instances, when clients do not have the funds to make payments in full, arrangements can be made for your insurer to make their payment directly to us but this only applies to particular insurance companies and even then, when sums involved are high enough. Please ask for details if you would like to be considered for this facility. Agreement of a direct claim does not transfer liability of fees incurred to the practice. If at any point the insurer refuses payment for a direct claim, the owner will still be fully liable for all costs incurred. The insurance policy is a private agreement between the owner and insurer. The practice cannot be involved in disputes over non-payment of insurance claims. We allow 30 days from completion of claim form to receiving settlement. Should the insurer not settle within that time period, the owner may be required to settle the outstanding fees in full.

Vaccination Reminders

Whilst we make every reasonable effort to send out reminders for annual vaccinations, the responsibility to keep them up to date remains with you. 

Pharmaceuticals

A. Prescriptions are available from the practice. You may obtain Prescription Only Medicines, Category V, (POMVs) from your veterinary surgeon or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. Your veterinary surgeon may prescribe POMVs only for animals under his or her care. You will be informed, on request, of the price of any medicine that may be prescribed for your animal. The policy of this practice is to re-assess an animal requiring prescriptions every six months, but this may vary with individual circumstances. The charge for this re-examination is our prescription check fee. Clients are requested to give 48 hours notice for repeat prescriptions.

B. In accordance with the Medicines Act we will always use a veterinary licenced product. Should this not be available we will then use veterinary products licenced for use in other species and failing that a human medical product. Any use of off-licence medication will be based upon our knowledge of its use in animals and an assessment made of the risk and benefits involved. Please speak to a veterinary surgeon if you have any concerns about this issue.

Emergency Cover

In case of an emergency call our normal number and you will be diverted to our on call vet. 

Ownership Of Records

The care given to your horse may involve undertaking some specific investigations, for example taking radiographs. The ownership of the resulting radiographs and all other records will remain at all times with the practice as part of the complete and comprehensive records. Charges made for x-rays are for the production and interpretation of them. If required, we can arrange copies of the x-rays. Radiographs and copies of all laboratory results, with a summary of the history will be passed on, by request, to another veterinary surgeon should the need arise. You may view your horse clinical notes on request by appointment only. Please note it is your responsibility to provide us with accurate contact details.

Complaints And Standards

We hope to ensure you never have recourse to complain about the standards of service received from us. However, if you feel that there is something you wish to raise, please direct your comments within 28 days in writing, by email to info@vet3equinecare.co.uk or post to Carmel Works, Park road, Diss, IP22 4AS. An acknowledgement will be sent by return and then a period will elapse while the case is investigated and reports collated from those staff involved. A reply in writing will follow, usually within 28 days although the period may be longer staff involved are temporary unavailable or delayed. We will not tolerate any aggressive, or abusive behaviour to any staff member, at any time. Any client behaving in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.

Variations In Terms And Conditions Or Business

No addition or variation of these conditions will bind the practice unless specifically agreed in writing by the partners. Additionally, no agent or person employed by or under contract with the practice has the authority to alter or vary these terms and conditions in any way.