Terms and Conditions
These Terms and Conditions shall apply to the provision of veterinary services by Abbeywell Veterinary Clinic Ltd. of 2-3 Majestic Parade, Sandgate Road, Folkestone, Kent CT20 2BZ to customers and their animals that require such services.
Definitions and Interpretation
In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:
“Animal” - means the animal (patient) belonging to the Owner that is to be the subject of consultation and/or treatment by the Surgery;
“Owner” - means the owner of an Animal (patient);
“Price List” - means the Surgery’s standard price list which is available upon request; and
“Surgery” - means the Abbeywell Veterinary Clinic and reference to the Surgery shall include reference to any and all staff including veterinary surgeons.
Unless the context otherwise requires, each reference in these Terms and Conditions to:
“these Terms and Conditions” - is a reference to these Terms and Conditions and each of the Schedules as amended or supplemented at the relevant time;
A Clause or sub-Clause is a reference to a Clause of these Terms and Conditions; and
The headings used in these Terms and Conditions are for convenience only and shall have no effect upon the interpretation of these Terms and Conditions.
Words imparting the singular shall include the plural and vice versa.
References to any gender shall include the other gender.
Consultations and Appointments
In non-emergency cases, consultations and treatment shall be by appointment only during normal consultation hours.
In emergency cases, Owners may bring their Animals to the Surgery without an appointment and the Surgery will use all reasonable endeavours to treat the Animal as quickly as possible. In such cases, Owners are requested to give as much notice to the Surgery as is reasonably possible.
If an Owner wishes to cancel an appointment, he/she must provide reasonable notice to the Surgery. Failure to arrive for an appointment or failure to provide reasonable notice will result in the Owner being charged fifty per cent of the applicable consultation fee.
The penalty fee set out in sub-Clause 2.3 may be waived by the Surgery in certain circumstances including, but not limited to circumstances beyond the control of the Owner.
The Surgery may offer a call-out appointment if an Owner requires a veterinary surgeon to visit their Animal at home. Such appointments should be booked in the same way as conventional appointments. In the event that the attending veterinary surgeon deems it necessary to treat the Animal at the Surgery, he/she may require the Owner to transport the Animal. Any transportation costs so incurred shall be borne by the Owner.
Out of hours emergency care is provided by 'Vets Now' for all Animals registered with the Surgery. Owners requiring emergency out of hours care when the Surgery is closed should contact 01303 227179 to be transferred directly to Vets Now. Owners should visit the website for more information.
Fees and Payment
Consultations and treatment shall be charged for in accordance with our Price List. Charges shall be due for any and all services, treatments, drugs, materials, consumables and other items used in the course of the Surgery’s normal business.
A consultation fee shall be payable for each Animal, even if more than one Animal is seen by a vet during a single consultation.
Charges for repeat consultations or treatments associated with long-term or ongoing conditions may be reduced at the Surgery’s discretion and in accordance with sub-clause 5.3
Owners shall be invoiced for all sums due at the following times (as appropriate):
the end of a consultation;
the discharge of an Animal following surgery or other prolonged stay at the Surgery; or
the dispensing or collection of drugs and/or other products.
Payment is due at time of treatment and should be made immediately subject to other terms agreed between the Owner and the Surgery from time to time.
Payment may be made using the following methods:
Credit or debit cards;
Direct debit (for Pet Health Plans only)
In cases where treatment is being covered by a pet health insurance policy, it shall be the Owner’s responsibility to pay all sums due to the Surgery and to reclaim such sums from the insurance provider.
In certain cases it my be possible for the Surgery to make a direct claim with the pet insurance provider. This is at the total discretion of the surgery and will require the payment of any excess, the payment of a ten per cent deposit and the approval of the pet insurance provider before any treatment is provided.
If for any reason the Owner is unable to make payment as outlined in sub-Clause 3.5 the Owner must inform the Surgery when making an appointment or before receiving any services, treatments, drugs, materials, consumables and other items used in the course of the Surgery’s normal business.
If any payments made by the Owner are returned by the bank as unpaid, all bank charges and administration costs will be charged to the Owner.
Should payment not be received at the time of treatment a letter requesting payment will be sent to the Owner which will result in the Owner being charged £4.50 for administration costs. Should it be necessary for any further letters requesting payment, further charges will be incurred.
After due notice, outstanding amounts will be charged interest at a rate of eight per cent and will be referred to Her Majesty’s Court Services for recovery and the Owner will be liable for all court costs and charges.
In the event that treatment or a procedure is required, an estimate of sums due shall be provided to the Owner prior to such treatment or surgery. Estimates do not constitute quotations and should not be taken as an accurate indication of the final sum due as the final sum due may vary according to unforeseen circumstances. All estimates shall be valid for fourteen days.
A payment of Seventy-five per cent of the estimated cost shall be due prior to the commencement of treatment or surgery. The remaining balance must be settled in accordance with sub-Clause 3.4.2
Treatment, Medication & Prescriptions
All treatment will be provided by the Surgery in accordance with all relevant laws, rules and regulations including, but not limited to the Veterinary Surgeons Act 1966, the Animal Welfare Act 2006, the Docking of Working Dogs’ Tails Regulations, the Veterinary Medicines Regulations and the Supply of Relevant Veterinary Medicinal Products Order.
The Surgery will not undertake any procedure that is in conflict with any law in force, any voluntary or mandatory code of practice, or any similar rules, regulations or codes.
In certain cases, the Surgery may be legally required to keep animals receiving prescription medication under its care by way of regular and routine examinations. Reduced fees will apply to any and all such regular appointments.
Written prescriptions can be provided by the Surgery if requested by the Owner. Prescriptions are valid for a maximum period of six months from the date the animal was examined by a vet at the Surgery. A minimum of twenty-four hours notice is required for the preparation of a prescription and this service shall be charged for in accordance with our Price List.
Any unused medication should be returned to the surgery for safe disposal. The Surgery is unable to restock, prescribe, administer or sell any returned medication, therefore no refunds can be given.
Documents and Records
The Surgery will keep records and case documents relating to each Animal that is registered with the Surgery.
The owner must inform the Surgery as soon as possible if there is any change to the details that the Surgery may hold in regards to the Owner or the Animal.
In the event that the Owner transfers their Animal to a different veterinary surgery, he/she should inform the Surgery as soon as possible. The new veterinary surgery should then make a request that all records and documents pertaining to the Animal are sent to them. The Owner shall be responsible for any and all costs that may be associated with the sending of such documents.
If an Animal is registered at another veterinary practice this will be deemed as de-registration from the Surgery. Requests for clinical records by another veterinary practice will be deemed as de-registration from the Surgery, with the exception of clinical records requested by another practice as part of a direct referral by the Surgery or if the clinical records are required by another practice in relation to providing the Animal with urgent emergency treatment if the Owner is away and not within reasonable travelling distance of the Surgery.
Documents including, but not limited to, ultrasound scans and radiographs remain the property of the Surgery notwithstanding any associated payment which may be made by the Owner to the Surgery.
The Owner has the right to request a copy of any documents which the Surgery may hold in relation to their Animal which the Surgery shall provide on payment by the Owner of a reasonable fee to be determined by the Surgery.
No data or documents shall be released to the Owner if the Owner owes any outstanding sums to the Surgery.
Animal Health Insurance
The Surgery recommends that all Owners take out a suitable pet health insurance policy to cover their Animal.
The Surgery is unable to provide recommendations with regard to pet health insurance policies and is not affiliated with any pet health insurance provider.
The Surgery is not a party to any contract between an Owner and an insurance provider.
In the event of a claim, the Surgery may fill out the requisite claim forms on an Owner’s behalf. Any associated costs will be charged to the Owners account. If a stamped address envelope is not provided with the claim form a postage charge will be charged to the Owners account.
In the event of a claim, the Surgery may provide additional assistance in liaising with the insurance provider. Any such assistance shall be provided at the sole discretion of the Surgery and may be charged for.
The Surgery will not share any data regarding the Owner or their Animal with any third parties for any reasons without the prior consent (or request) of the Owner. The surgery reserves the right to share data regarding the Owner and their Animal in association with bad debt with any third parties.
Where relevant, personal data will only be collected, processed and held in accordance with the Surgery’s rights and obligations arising under the provisions and principles of the General Data Protection Regulation.
Complaints and Standards
The Surgery shall use all reasonable endeavours to provide a high standard of service, care and treatment to all Animals and their Owners. In the event that the Owner is not satisfied complaints should be directed to the Practice Manager.
The Owner’s rights as a consumer under consumer protection legislation from time to time in force shall not be affected by these Terms and Conditions.
The Surgery may, from time to time, change these Terms and Conditions without notice. Details of any such changes will be displayed at the Surgery and posted on the Surgery website.
No failure by the Surgery to enforce any provision in these Terms and Conditions shall constitute a waiver of the right to subsequently enforce that provision or any other provision of these Terms and Conditions. Such failure shall not be deemed to be a waiver of any preceding or subsequent breach and shall not constitute a continuing waiver.
If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Terms and Conditions and the remainder of the provision in question shall not be affected.
Law and Jurisdiction
These Terms and Conditions (including any non-contractual matters and obligations arising therefrom or associated therewith) shall be governed by, and construed in accordance with, the laws of England and Wales.
Any dispute, controversy, proceedings or claim between the parties relating to these Terms and Conditions (including any non-contractual matters and obligations arising therefrom or associated therewith) shall fall within the jurisdiction of the courts of England and Wales.