Terms of Business
These conditions, unless otherwise agreed in writing, set out the terms of business upon which we, Endell Equine Hospital, will provide veterinary treatment for your animal. Some aspects of our Practice Terms and Conditions may not be relevant to you as we look after pets, farm animals and horses, so we ask that you read this information carefully and, if you require further explanation or clarification on any point, telephone our Equine Manager on 01722 710046 between 9am and 5pm, Monday to Friday.
Fees and Payment
All fees are subject to VAT at the current rate. Fee levels are determined by the length of time spent on a case as well as the drugs, materials, consumables and diets used. A fee is charged in most instances for re-checks/second consultations. You will receive a detailed invoice for every consultation, surgical procedure or transaction with us. Our fees are reviewed regularly and if requested we can give an estimate of the price for any given service. However it must be noted that individual cases may take more time than normal, or require extra medications, so any estimate may be liable to variation.
All referral and second opinion cases will be asked to settle their accounts on discharge of the animal.
All other equine accounts are rendered monthly. These are payable within 28 days of the date of invoice. Thereafter any outstanding debt will accrue interest at 2% per calendar month until settled. After 60 days court action may be commenced. We reserve the right to ask for cash payments or to refuse to carry out further work if payment is not made in accordance with these terms.
Methods of Payment
You may settle your account using the following:
Cash or cheque: pay at the time or post a cheque.
Credit/Debit Card: Switch, Solo, Mastercard, Visa, Delta
Online banking: Bank: Nat West
Sort Code: 56 – 00 – 68
Account No: 44891482
Account name: Endell Equine Hospital(2006)
PLEASE MAKE SURE YOU ENTER YOR SURNAME, ADDRESS AND/OR ACCOUNT NUMBER AS THE PAYMENT REFERENCE
Inability to Pay
If for any reason you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with the Equine Manager. Please note that instalments or part payments of any account may only be sanctioned with the express permission of the Clinical Director or the Equine Manager.
With any account not settled in accordance with our usual methods of payment (see above), a reminder will be sent to you, which may include an additional accounting fee in respect of administrative costs incurred. Should it be necessary for further reminders to be sent, further charges may be incurred. These, however, may be deducted if payment is made promptly. After due notice to you the client, overdue accounts will be referred to the County Courts and further charges will be levied in respect of costs incurred in collecting the debt: production of reports, correspondence, court fees, attendance at court, telephone calls, home visits, etc. Any cheque returned by our Bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs, together with interest on the principal sum.
Estimates of Costs
We aim to provide estimates as to the probable costs of procedures and treatments wherever reasonably possible. Please bear in mind that any estimate given can only be approximate - often an animal’s illness will not follow a typical course and it is therefore impossible to give a fixed quotation. It is best to leave a contact number so that we can endeavour to contact you if a procedure looks likely to significantly exceed an estimate. However, if we cannot contact you quickly we will complete the treatment in the way in which we judge is necessary to protect the welfare of the patient. Please ask if you require a written estimate.
Out of Hours
The Equine Department operates an out of hours service for emergencies. This service can be accessed by telephoning the normal practice number which will be answered by a dedicated and highly trained telephone answering service. They will pass on your details to the Endell vet that is on call.
Repeat Examinations for Ongoing Medications
With the exception of a few simple problems, it is practice policy that any animal with an ongoing illness is reassessed by a vet at intervals of not more than six months. Regular monitoring of these cases ensures that we comply with the appropriate medicine’s legislation and that best responses to treatment are achieved. We will not supply repeat prescriptions for chronic disease problems unless your horse has been seen by one of our vets within the last six months. A reduced price consultation fee is charged under these circumstances
We are of course happy to provide our clients with a written prescription where necessary for any medications their animal may require. Currently we provide this service to our clients at a cost of £13.38 per item requested. This fee is a reflection of the time taken for our staff to assess and prepare your prescription.
Please note that this does not apply to drugs supplied in an emergency or during anaesthesia.
Unused Medications and Products
We regret that we are unable to provide refunds on unused products unless they are specifically guaranteed by the manufacturer. We are happy to accept returns for safe disposal, but some items may incur a disposal fee.
We strongly support the principle of insuring your pet against unexpected illness or accidents. Unfortunately, under the Financial Services Act, we are unable to offer specific recommendations as to particular insurance policies, but would strongly recommend a policy that offers cover for life. However, please ask for general details about insurance from any member of staff.
Please be aware, that it is your responsibility to settle your account and then reclaim the fees from your Insurance Company. By specific arrangement we may defer this requirement on the basis that your insurance form is signed so payment is made direct to us and that the insurance have agreed to the claim in principle. You will need to pay for any excess and costs not covered by insurance (e.g. livery) within the normal terms and any costs later rejected by your insurance company. Please also note that we do not conduct any treatment or procedure subject to the costs being covered by your insurance company.
An administration fee is charged for completion of insurance claim forms.
Ownership of Records
Case records and similar documents are the property of, and shall be retained by, the practice. We make a charge for carrying out investigations and interpreting the results but the ownership of the resulting record, for example an x-ray film, remains with the practice. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case. We make no charge for this service.
GDPR (General Data Protection Regulations)
We promise to only use client information for the purpose of providing veterinary services or marketing our services to your animals. We will not intentionally pass any details on to third parties without your express permission unless specifically requested to do so by a veterinary surgeon taking over a case or to fulfil professional obligations or for animal welfare considerations. We will endeavour to maintain your correct details on our databases and you, the client, will provide us with correct and updated personal information to allow us to provide services to you to include your name and contact details, animal details and details of any veterinary surgeon that has previously looked after your animals.
You have a right of access, under data protection legislation, to the personal data that we hold about you. We confirm that when processing data on your behalf we will comply with the provisions of the Data Protection Act 1998. For the purposes of the Data Protection Act 1998, the Data Controller in relation to personal data supplied about you is the Equine Manager.
Complaints and Standards
We hope that you never feel the need to complain about the standards of service received from us. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to the Equine Manager.
Any dispute with the fees presented must be put in writing to the Practice within 7 days of receiving the invoice.
We endeavour to send reminders to our clients to alert them when vaccinations are due. This is a courtesy service and we cannot guarantee that clients will receive reminders at all times. We would like to remind clients that arranging appropriate healthcare appointments for their animals is their responsibility.
These terms of business do not affect your statutory rights.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by a Clinical Director. No other agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.
Endell Equine Hospital