Client Terms of Business

Thank you for registering with us and entrusting your pets’ veterinary care to Haslemere Vets. These terms of business explain the basis on which Haslemere Vets provides veterinary services to clients. By registering with the practice or requesting veterinary services, you agree to these terms.

1. About Us

HV Practice Ltd trading as Haslemere Vets,

Harris House, Church Road, Haslemere, Surrey GU27 1NU

info@haslemerevets.co.uk

Haslemere Vets is registered with the Royal College of Veterinary Surgeons (RCVS) and complies with its Codes of Professional Conduct.

Our VAT number is 506 7217 03.

2. Registration and Client Responsibilities

By registering with us, you confirm that:

·      You are 18 years or over

·      You are the owner or authorised agent of the animal presented for treatment

·      The information you provide about your animal is accurate and complete

You agree to:

·      Follow treatment and medication instructions provided

·      Keep appointments or give reasonable notice of cancellation

·      Treat staff with courtesy and respect

We reserve the right to refuse or withdraw services in cases of abusive behaviour or non-payment.

We are required to maintain accurate records of both our clients and patients. In order to do so we will periodically ask you to confirm your registration and contact information is correct. If your contact and / or personal information changes, please inform us so we can ensure our database is up to date, and you continue to receive important appointment and treatment notifications for your pet.

3. Consultations and Treatment Consent

In line with the RCVS Code of Professional Conduct for Veterinary Surgeons, we will require consent (verbal, written or implied by presenting the animal for treatment) for the following:

·      Any procedure that involved the admission of a patient to the practice.

·      The use of medicines in species for which they are not explicitly licensed or for conditions outside their licensed indication.

·      The carrying out of euthanasia, when this is deemed necessary.

Estimates are provided where appropriate but are not fixed prices. If unforeseen complications arise, we may need to carry out additional procedures in the animal’s best interests. We will make reasonable efforts to contact you first where possible.

4. Fees and Payment

Fees are charged in accordance with our current price list, available on request. All invoices will clearly itemise the costs of each transaction.

·      Charges reflect the professional time, skill, facilities, equipment, and medicines required to carry out each veterinary service.

·      VAT is applied to all professional fees, pet food, retail items sold at reception and medications. Any prices provided, whether listed in our standard fees or included in an estimate, already include VAT at the current applicable rate.

·      Payment is due at the time of treatment, unless otherwise agreed in advance

Unless otherwise agreed, payment is required:

·      At the end of each consultation, or

·      Upon your pet’s discharge from the clinic, or

·      When collecting any pre-ordered food or medication. Special order food or medication will require payment at time of ordering.

Payment can be made by cash, debit card, credit card, or online BACS transfer. Personal cheques are not accepted.

5. Estimates

·      Written or verbal estimates can be provided on request.

·      Many medical conditions can be managed in more than one way. Where this applies, we will outline the available options and provide an estimated cost for each to help you decide on the most suitable approach.

·      Veterinary treatment can be unpredictable, and additional expenses may occasionally arise. Should this happen, we will make every effort to notify you promptly and explain the reasons for any extra costs as soon as possible.

·      All treatment estimates remain valid for a period of 30 days.

6. Late Payment and Debt Recovery

·      Accounts that have not been paid within 7 days will receive a payment reminder.

·      If payment is still outstanding after 30 days, Haslemere Vets may, unless otherwise agreed, pass the debt to a collection agency. Overdue accounts may be subject to administration fees that will be added to the outstanding debt.

·      Where an account remains unpaid for more than 30 days, the practice directors also reserve the right to remove the client and their pets from the practice register.

·      If a card payment is declined by the payment provider, or if cash is later identified as counterfeit, the original invoice amount will be reinstated and further charges may be applied to cover bank fees and administrative costs.

·      If you are unable to settle your account we ask that you discuss with practice staff as soon as possible.

7. Insurance Claims

At Haslemere Vets, we strongly recommend pet insurance as the most effective way to protect yourself against the unexpected financial impact of accidents or illness.

We do not guarantee that any claim will be accepted by your insurer.

·      Unless stated otherwise, clients are required to pay their invoices in full and then recover eligible costs directly from their insurance provider.

·      Provided we receive all necessary details, we will complete and submit any required insurance claim forms promptly.

·      There is no charge for completing insurance paperwork when the account has already been settled and the client is reclaiming costs from their insurer.

·      In some circumstances, we may be able to accept payment directly from an insurance company. This option is not available for all insurers and is subject to the following conditions:

o   Acceptance of direct payment is not guaranteed and must be approved by the practice directors and the direct claim form agreement must be signed before any claim is agreed.

o   Haslemere Vets reserves the right to decline direct payment from an insurer if there is concern that doing so could result in delayed or non-payment.

o   Due to the increased administrative work and the delay in receiving funds an administration fee will be applied when a claim is paid directly by an insurer. This fee is currently £20, payable at the time the relevant agreement is signed, and applies once per condition per calendar year. This fee is not reclaimable from your insurance provider.

o   If direct payment is approved, clients must supply all required documentation within 10 days of the charges being incurred. If the requested documents are not received within this timeframe, the practice may withdraw the direct payment arrangement and invoice the client for any outstanding balance.

o   Any policy excess and co-payments must be paid by the client at the time the insurance claim is submitted.

8. Referrals and Second Opinions

·      We may recommend referral to another practice or specialist where appropriate. Referral fees and costs are your responsibility. Clinical records will be shared with your consent.

·      In some instances we are able to see patients to offer a second opinion on diagnoses and treatment options. All clinical history must be provided in advance of these appointments. Please contact the practice directly to discuss whether we are able to offer a second opinion for your pet.

9. Out-of-hours and Emergency Care

Haslemere Vets is open Monday to Friday 8.30am to 6.30pm, and Saturday 8.30am to 1.30pm.

Outside of opening times or where it is not feasible for us to provide the required patient care, emergencies will require transfer to our out of hours service partners:

St Peter’s Vets, St Peter’s Road, Petersfield, Hampshire GU31 4AA

Phone: 01730 266431

Email: contactus@stpetersvets.co.uk

Please note that different fees and terms may apply and in the case of patients requiring transfer, clients will be responsible for the transfer of their pets between sites.

10. Medicines

Haslemere Vets will endeavour to provide veterinary care in accordance with all reasonable standards specified within the RCVS Code of Professional Conduct for Veterinary Surgeons and Registered Veterinary Nurses. Further details available at www.rcvs.org.uk

Veterinary Surgeons at Haslemere Vets are only able to offer guidance, make diagnoses and prescribe treatments for animals that are under their care. Further clarification of this requirement is outlined below:

-              An animal is regarded as being “under the care” of a veterinary practice only when the veterinary surgeon has adequate knowledge of the patient’s current health status to make appropriate clinical decisions.

-              A patient cannot be classed as under a vet’s care unless they have been physically examined. This means prescription-only medicines cannot be issued based solely on a telephone or online consultation.

-              For patients receiving treatment for ongoing or long-term conditions, additional supplies of a previously prescribed medication may be provided without requiring a physical examination on some occasions.

-              All requests for repeat prescriptions must be reviewed and approved by a veterinary surgeon before any medication is supplied.

-              For ongoing medications patients must be re-examined at regular intervals. How often a patient needs to be re-examined is decided by the prescribing veterinary surgeon, taking into account the individual animal’s condition and circumstances.

o   It is practice policy that patients on long term medication require a prescription review appointment at least every 6 months. Anti-parasitic treatments may be prescribed for up to 12 months at a time as long as the patients condition and weight are consistent.

o   The maximum quantity of a controlled medication (schedule 2 and 3 drugs) must not exceed 30 days worth, other than in exceptional circumstances to cover a justifiable need and after consideration of any risk . A prescription can be issued for a longer period, but the reasons for the decision should be recorded in the animal’s clinical notes.

Supply of Veterinary medicines:

Haslemere Vets will, whenever possible, offer to dispense any required medications that have been prescribed by our vets for your pet.

·      If you prefer to source prescription-only medicines from another veterinary practice or a pharmacy, we are happy to issue a written prescription on request. Please be aware that any delay in commencing treatment could have a negative impact on your pet’s health and wellbeing.

·      A fee is charged for the provision of written prescriptions.

·      Written prescriptions can only be issued for animals that are currently under our care. Fees will also apply for the examination and review of ongoing medical conditions, regardless of whether medication is obtained directly from our practice or from an external supplier using a written prescription.

·      Haslemere Vets can also dispense prescription-only medicines when a valid prescription from another veterinary surgeon is presented.

·      Medicines are supplied for the named animal only. We cannot accept responsibility for medicines administered contrary to instructions provided.

·      Unused medicines may not be returnable for a refund as once any medication has left the building, it is not considered safe for resale by our governing body. You may return unused medication for disposal free of charge.

11. Euthanasia

·      Decisions regarding euthanasia are made in consultation with the veterinary surgeon

·      Animal welfare is always the primary consideration

·      Fees remain payable regardless of outcome

We aim to handle euthanasia with compassion and dignity at all times.

12. Hospitalisation and Abandoned Animals

·      Animals hospitalised at the practice remain under our care until discharged.

·      If an animal is not collected or fees remain unpaid, we may act in accordance with the Animal Welfare Act 2006 and other applicable legislation.

13. Limitation of Liability

·      Nothing in these Terms limits or excludes liability for death or personal injury caused by our negligence, fraud, or any liability which cannot lawfully be excluded under the Consumer Rights Act 2015.

·      To the fullest extent permitted by law, our liability for loss or damage arising from our services (including negligence) is limited to the reasonable cost of the treatment provided and shall not exceed the fees paid for the treatment concerned.

·      We shall not be liable for indirect or consequential losses, including loss of income, business, emotional distress, grief, or loss of companionship.

·      We are not liable for loss or deterioration arising from:

o   pre-existing conditions or disease progression;

o   known or explained risks or complications of treatment, medication, or anaesthesia; or

o   failure to follow veterinary advice, refusal of recommended treatment, or incomplete or inaccurate information provided by the client.

·      While Haslemere Vets aims to issue reminders for annual vaccinations and six-monthly health checks, no liability will be accepted for any loss or damage arising if a reminder is not received.

14. Changes to These Terms

We may update these Terms of Business from time to time. The latest version will be available on our website.