TERMS AND CONDITIONS
The Mobile Vet is a veterinary practice with a friendly professional team of staff who are always striving to provide the very best care for both you and your pet. Thank you for entrusting the care of your pets to us.
These are the terms on which we, Independent Vetcare Limited (trading as The Mobile Vet Limited), supply veterinary services and related products to you. 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. Please don’t hesitate to contact The Practice Manager on: 01983 212999 or
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 or other IVC staff, 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. 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 (save 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, the current opening hours of Bath Veterinary Group can be found on our website at www.bathvetgroup.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 outside these opening hours, but this service will carry an extra charge.
1.6 We reserve the right to decline to supply Veterinary Services at our discretion. You are free at all times at your cost and subject to the payment obligations in these terms and conditions, to seek a second opinion on or concerning any Veterinary Services provided.
2. SUPPLY OF PRODUCTS
2.1 In the event of any defect or failure in any Product our liability to you shall be restricted to replacing the Product or refunding the price paid by you 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 issued orally by the Veterinary Surgeon providing the Veterinary Services or other of our staff. If you have any questions or concerns regarding the use of any Product, you should consult the Veterinary Surgeon providing the Veterinary Services or other of our staff for clarification.
2.3 Any Products supplied by us shall be of satisfactory quality, fit for purpose expressly agreed by the Veterinary Surgeon providing the Veterinary Services or other of our staff and shall comply with any description given. All other warranties, expressed or implied, are hereby excluded.
3. REGISTRATION OF NEW CLIENTS
We look forward to providing both you and your pet with the best veterinary care. If you have registered, either via telephone, in person or by completing our website form, you are requesting to change ALL veterinary services from your previous vets to The Mobile Vet. This is to include ALL routine veterinary care and emergency treatment plus provision of ALL preventative veterinary medications and prescription medications.
We advise that your pet is only registered with ONE veterinary practice to ensure continuity of care and to support your pet’s welfare.
In provision of your personal details and in accordance with the RCVS code of professional conduct, you provide your consent for us to contact your previous veterinary surgeon to obtain your pets’ medical history, including any current medical conditions and treatments received, etc.
All new clients are encouraged to carefully read these terms and conditions.
In provision of your personal details you are consenting to allow us to contact you by telephone, address or email with relevant information regarding your pets or our services. If you would prefer not to be contacted in this manner please let us know or unsubscribe from our mailing list. These measures have been updated with the new GDPR legislation May 25th 2018.
The online registration form is available to new customers registering for the first time. If you would like to add or amend any details to your existing account please contact our reception team.
Registration of new clients is at the discretion of the Directors.
4.1 All Veterinary Services and Products provided by us shall be charged to you in accordance with our then current price list, a copy of which is available on request and which is subject to change without notice. If you have any question as regards the level of charge that will be incurred you should consult the Veterinary Surgeon in charge of your pet’s treatment or his staff for clarification. There may be a charge for all administration services, including processing all claim forms, export certificates, referrals etc.
4.2 Our normal 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. We may at our absolute discretion agree that you may delay payment of an invoice pending recovery of the sum from your insurer for such reasonable period as we may agree in writing. You remain liable in full for all invoices and all sums shall become due and payable in full by you at the end of this extended payment period irrespective of whether your insurer has made payment to you.
4.3 We accept direct insurance claims at the discretion of our Practice Manager. A direct insurance claim is one where you do not pay us the full amount, just the excess and fees not covered by your insurance policy; rather we claim the money directly from the insurance company. In the event that all or any part of the insurance claim is not paid by your insurance company for any reason you will be liable for the outstanding balance.
4.4 We may refer overdue accounts to our debt collection agency.
4.5 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:
4.5.1 add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees); and
4.5.2 issue notice to you that no further Veterinary Services and/or Products will be supplied to you.
4.6 All prices quoted are quoted exclusive of value added tax or other indirect taxes, duties or levies which shall be added as appropriate.
4.7 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.
INABILITY TO PAY
If, for any reason, you are unable to settle your account as specified above, we ask you to discuss the matter as soon as possible with the Clinical Director or Practice Manager.
5. MEDICATION & PRESCRIPTIONS
We comply with the Royal College of Veterinary Surgeons guidelines regarding the dispensing of medicines, therefore we can only provide repeat prescriptions to animals ‘under our care’.
The general policy of this practice is to re-assess an animal requiring repeat prescriptions every three months, but this may vary with individual circumstances. The standard consultation fee applies. General health checks should be carried out every 6 months (or sooner if requested) and flea/worm checks every 12 months. This is in the interest of your animal’s health and is a legal requirement.
Our repeat prescription service ensures your pet receives prompt treatment when you need it. We are extremely diligent in ensuring your medication is correctly ordered and dispensed by one of our trained nurses before the dose is checked and signed off by one of our vets. For these reasons we advise 48 hours notice when requesting a repeat prescription for collection at the surgery or 96 hours if you need it delivered.
You may purchase veterinary medicinal products either from us or from another pharmacy, in which case a written veterinary prescription is required – these are available on request. A written prescription is chargeable to cover the administrative cost, the time taken to write the prescription and the veterinary expertise associated with deciding on adequate doses & strengths of medication.
A written prescription may not be appropriate if your animal is hospitalised or immediate treatment is necessary.
We can only issue a written prescription for a 3 months supply of medication and do not issue repeatable prescriptions, they are for single use only.
Written prescriptions for controlled drugs, such as Epiphen, Gabapentin, Tramadol and Traleive, can only be issued for a 28 days supply of medication and is only valid for 28 days from the date of issue.
On occasion you may be required to sign an “off licence” consent form for use of medication which is not licensed for use in the species it is dispensed for (e.g. human medications prescribed for pets).
6. GENERAL VETERINARY ADVICE
We are unfortunately unable to answer queries relating to animals who are not under our veterinary care as this is considered unethical by the Royal College of Veterinary Surgeons (RCVS). We suggest that you discuss your concerns with your own vet. They are in the best position to advise you, since they have the medical history and experience of treating your animal.
7. PET INSURANCE
For invoices to be claimed against pet insurance, it is the responsibility of the client to initially pay for treatment and then to be reimbursed by the insurance company. We are unable to process direct insurance claims.
We may advocate pet insurance, but any contract of insurance is between you and your insurer. Please ensure that you refer to the terms and conditions of your insurance policy.
Subject to our professional duties as veterinary surgeons, we reserve the right to make final decisions on treatment.
All fees, medicinal products, pet food and retail products are subject to VAT. You can request a detailed VAT invoice for all payments made. All prices quoted include VAT.
In the event that the veterinary surgeon is unable to contact you whilst treating your pet, you must understand that the veterinary surgeon will act in the best interest of your pet.
You are responsible for the charges incurred when we are diagnosing and treating your pet, even if your pet is brought in on your behalf by a relative, friend or agent (e.g. pet sitter, kennels or cattery). We cannot accept instructions from anyone under the age of 18 years. We will assume that they have your authority and are acting in your interest and on your behalf, unless you have previously notified us to the contrary.
We will happily provide a written estimate with the probable costs of treatment. However, please bear in mind that this is an estimate and often a pet’s illness will not follow a conventional course and complications may arise giving rise to additional costs. We will try to contact you if we believe the treatment costs are going to exceed the estimate provided, however if we are unable to contact you, we will treat your pet as is necessary for the prevention of pain or suffering for which additional fees will be incurred.
In some cases, where fees are substantial and your pet is likely to remain in the practice for ongoing care, we reserve the right to request an interim payment or part payment in advance of the final invoice.
9. OWNERSHIP OF RECORDS, X-RAYS AND LABORATORY RESULTS
The care given to your animal may involve making some specific investigations, for example taking blood samples, X-Rays or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, the resulting records, clinical or otherwise, remain the property of the practice. In appropriate circumstances, copies can be forwarded to another veterinary surgeon.
10. EMERGENCY OUT OF HOURS COVER
Out of hours visits are charged when a veterinary surgeon visits out of normal office hours (8.30am to 5.30pm Monday to Friday), at the client’s/agent’s request.
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.
During out of hours call, the vet attending the call will be one of the mobile vets who work for the practice.
The emergency fees for such cover may vary depending on the day and time of the visit. Any investigations out of hours will be performed at the surgery.
11. SECOND OPINIONS
If you are unhappy with the treatment or progress of your pet, we can arrange for a second opinion from another veterinary surgeon at your cost.
If you are currently registered with another veterinary practice and are unhappy with the treatment being given to your pet, we can arrange for one of our veterinary surgeons to give you a second opinion. However, we cannot provide a second opinion if your pet is hospitalised at another veterinary practice.
12.1 It is our intention that all our clients should be satisfied with the Veterinary Services and any Products supplied. In the event that you are dissatisfied with any aspect of the Veterinary Services or Products supplied by us or its staff, in the first instance you should contact the Clinical Director or Practice Manager to discuss your concerns and they shall endeavour to address any issues arising.
12.2 If you remain dissatisfied, then please refer to our complaints policy, we can provide you with further details at the practice or on our website.
12.3 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.
13. DATA PROTECTION
13.1 We will use the personal information you provide to us to:
13.1.1 provide the Veterinary Services and Products;
13.1.2 process your payments for the Veterinary Services and Products; and
13.1.3 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.
13.2 In order to provide the services above, we use selected third parties to process your data. More information about third party processing can be requested from your practice or from the data protection office at Independent Vetcare Limited, The Chocolate Factory, Keynsham, BS31 2AU.
14.1 No alteration may be made to these terms and conditions without our express written consent. We may update or amend these terms and conditions at any time by placing a notice to that effect in our premises.
14.2 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.
14.3 The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound or MRI scans. Case records including x-rays and ultrasound or MRI scans are the property of, and shall be retained by, us. Copies 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.
14.4 When you request a repeat prescription for your pet we can only supply the medication if:
14.4.1 the Veterinary Surgeon caring for your pet has authorised the repeat prescription;
14.4.2 your pet has been seen by one of our Veterinary surgeons within the last 6 months.
There will be a charge for such repeat prescription to cover the time, responsibility and professional insurance costs involved.
14.5 We are a company registered in England and Wales. Our company registration number is 07746795 and our registered office is at The Chocolate Factory, Keynsham, Bristol BS31 2AU. Our registered VAT number is 115 1416 58. If you have any questions please contact us. You can contact us by writing to us at Independent Vetcare Limited, The Chocolate Factory, Keynsham, Bristol, BS31 2AU, or telephone 01225 481520, or by emailing us at email@example.com.