"Terms And Conditions"
TERMS AND CONDITIONS In these terms and conditions “we”, “us”, “our” and “the IEVP” means the Island Equine Veterinary Practice. INSTRUCTIONS We cannot accept instructions from anybody under the age of 18 years. In certain situations we understand that requests will be made by persons acting as your agent, such as stable manager or stable owner. We will assume unless advised in writing by yourself, that they have your authority and are acting in your interest and on your behalf. Requests for any account details to be changed must be made in writing by the account holder. SERVICES The IEVP is a 100% ambulatory equine practice. That is to say we provide the best possible service at your premises. We have the equipment and ability to perform most treatments and investigations at your premises such as x-ray, ultrasound, endoscopy and dental work. However, we are not a clinic or hospital and do not have the associated facilities to treat horses requiring hospitalisation. More in depth investigations, treatments or operations will normally be referred to The Arundel Equine Hospital LLP, Arundel, West Sussex. However, referral to other surgical/referral facilities can be arranged where necessary/appropriate. PRE PURCHASE EXAMINATIONS Information pertaining to pre purchase examinations remains the property of the individual instructing the IEVP. MEDICATION In order to comply with RCVS regulations, we cannot supply medication on prescription without first seeing the animal. Repeat prescriptions can only be given if the animal is under actual care and attention of the attending veterinary surgeon, and we reserve the right in certain circumstances to re-examine the animal again before prescribing. All prescriptions must be paid for in advance of delivery. INSURANCE It is your responsibility to submit claims to your insurer and to be re-imbursed by them; however we will provide administrative assistance where necessary free of charge. By prior arrangement we may defer the ‘payment’ terms below, providing the insurance claim will be paid directly to the IEVP, and providing the insurance company has agreed to settle the claim in principle. In this circumstance the client will still be required to pay any excess and costs not covered by the insurer and any costs later rejected by the insurer SECOND OPINIONS If you are unhappy with the treatment or progress of your horse, we can arrange for a second opinion from another veterinary surgeon at your cost. TREATMENT Subject to our professional duties as veterinary surgeons, we reserve the right to make final decisions on treatment. We retain the responsibility for case records, including radiographs, ultrasound scans and similar documents. Although the client is charged for the taking, diagnosis and advice of such radiographs and similar diagnostics, they do not buy ownership of them. In appropriate circumstances, we can provide the client with copies or these can be forwarded to another veterinary surgeon. Loading and unloading of horses is the sole responsibility of the owner. ‘Out of hours’ visits are charged when a veterinary surgeon visits out of normal office hours at the client’s/agent’s request, which is 9 o’clock am to 5 o’clock pm Monday to Friday. Out of hours charges also apply to calls made imminently prior to closure of normal office hours whereby the veterinary surgeon will not arrive at the premises until after these hours, assuming the veterinary surgeon is able to proceed immediately without hindrance. If the veterinary surgeon is unable to proceed immediately at this time, due to circumstances out of the client’s/agent’s control an out of hours charge will not be applied. Experience tells us that vaccination reminder systems are not reliable. Therefore we do not send reminders regarding primary course, or booster / annual vaccinations. Responsibility for the receipt of such vaccinations on time is with the client. PAYMENT We aim to run a transparent pricing policy, with fair and competitive fees. We do not charge an hourly rate as we feel this imposes a ‘hurried’ approach to our work and relationship with our clients. We prefer not be time restricted and instead charge a pre-determined set professional fee for the particular work carried out. This is in addition to the visit charge. Relatively unusual in comparison to many practices we require payment at the time for our services, thus allowing us to maintain competitive fees. We do recognise that there will be exceptional circumstances where emergencies occur and payment at the time will not be possible. Of course such scenarios will be taken into consideration. To allow us to continue to provide a quality service, this condition will also apply to insured animals and it is the responsibility of the client to be re- imbursed by the insurance company. For those exceptional cases where we attend without demanding payment at the time, an invoice will be left and the client is expected to pay at the earliest available opportunity and no later than 7 days from the date the work was carried out. We reserve the right to charge an administration fee of 20% on balances remaining unpaid after 30 days. Non payment after 45 days may result in court action. In giving instructions, either in person or by your agent, for an animal to be treated, you will be responsible for our charges. Whenever possible we will give you an estimate of the cost of treatment, however, variations and complications may arise resulting in further costs being incurred. There are occasions on which we incur costs on your behalf, such as tests performed at outside laboratories; these may be invoiced to you at a later date. However if an accurate cost can be quoted prior to submission of the sample, payment will be required at the time. We accept cash, debit and credit cards. We will accept American Express cards, but a 3% additional charge will be added. Unfortunately we cannot accept cheques from first time clients. In the case of persistently slow payers or bad debtors we may no longer be able to provide our services to these clients and will give them due notice thereof. In some instances we will not commence examinations before card details or payments are received, for example pre-purchase examinations (vettings) for non-clients or very expensive treatments. NEW CLIENTS Details, including relevant medical history may be obtained from the previous attending veterinary surgeon, unless we are advised otherwise by you. All new clients must carefully read, sign and date that they have read these terms and conditions and return a signed copy to Chiddles Farm, Kern Lane, Alverstone, Nr. Sandown, Isle of Wight, PO36 0EY. COMPLAINTS We aim to offer all clients a professional, friendly and efficient service and we hope you will be pleased with the work we do for you. However, if any difficulty should arise, our approach is to be constructive. Every complaint will be taken seriously, will be investigated thoroughly and promptly and remedial action will be taken as appropriate. If you have a complaint, please send it in writing to the relevant veterinary surgeon at Chiddles Farm, Kern Lane, Alverstone, Nr. Sandown, Isle of Wight, PO36 0EY. We would expect to resolve any problem to your satisfaction. FEEDBACK We welcome and take into account any feedback given, whether positive or not. Please email or post yours, we will be grateful to receive it. ACCEPTANCE It is deemed by us that continuing instruction will amount to your acceptance of these terms and conditions, but please sign and date the accompanying form and return it to us immediately. Then we can be confident you understand the basis on which we will work for you. APPLICATION These terms and conditions shall apply except to the extent they are modified by the IEVP in writing. FUTURE WORK Unless otherwise agreed, and subject to possible revision of fees, these terms and conditions will apply to any future work by us on your behalf. APPLICABLE LAW AND JURISDICTION These terms and conditions shall be interpreted in accordance with the laws of England and Wales. The English Courts have jurisdiction in any dispute arising out of our work on your behalf. If any terms or provisions of this agreement (or parts thereof) are to become invalid, illegal or unenforceable, the remainder shall survive unaffected to the fullest extent permitted in law. SIGNED: ………………………………………………………………. DATE: …. / …. / 20….