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.

1. 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.

2. 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. PRESCRIPTIONS

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.

•    PAYMENT

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.

6. Re-examination

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. Complaints

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: stokewoodvet@gmail.com

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.

8. 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.

9. 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.

8.3 We are committed to protecting the privacy and security of your personal information and we are required under data protection legislation to notify you of the information contained within our Privacy Policy. This privacy notice describes how we collect and use personal information about you during and after your working relationship with us, in accordance with the General Data Protection Regulation (GDPR). This policy is available at the Practice and on our website.

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

• MISCELLANEOUS

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 info@stokewoodvets.co.uk

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.

Privacy Policy

Stokewood Veterinary Centre (“We”), are committed to protecting and respecting your privacy.

This policy (together with our terms of use and any other documents referred to on it), sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. By engaging with our Practices to provide veterinary services or visiting www.stokewoodvets.co.uk, you are accepting and consenting to the practices described in this policy.

We take your privacy seriously and use your personal data as further explained in this Privacy Policy. We are the “controller” of the personal data you provide to us.