Terms and Conditions
These Terms and Conditions are the standard terms which apply to the provision of Services by Glenthorne Vets Ltd, a company registered in England under number 07273398 whose registered office is at Tutbury Surgery, 37 Monk Street, Tutbury, DE13 9NA (“the Surgery”).
1. Definitions and Interpretation
1.1 In these Terms and Conditions, unless the context otherwise requires, the following expressions have the following meanings:
“Animal” means the patient (which is the animal belonging to the Owner) that is to be the subject of consultation and/or treatment by the Surgery;
“Consumer” means a consumer as defined by the Consumer Rights Act 2015, i.e. an individual who receives any of the Services for his/her personal use for their Animal that requires such Services and for purposes wholly or mainly outside the purposes of any business;
“Price List” means the Surgery’s standard price list for all of the Services we offer, which is available upon request;
“Regulations” means The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;
“Services” means any veterinary services including supply of any other services, treatments, medicines, drugs, consumable and other materials, and other items provided or used in the course of our normal business;
“Surgery/Us/We/Our” means Glenthorne Vets Ltd, whose surgery, place of business and contact address is Tutbury Surgery, 37 Monk Street, Tutbury, DE13 9NA and 71 Derby Road, Uttoxeter, ST14 8EB. Any reference to the Surgery shall include reference to any and all staff including veterinary nurses and surgeons; and
“You/Your/Owner” means an individual who is a customer of the Surgery and is the owner of an Animal.
Unless the context otherwise requires, each reference to: “these Terms and Conditions” is a reference to these Terms and Conditions as may be amended or supplemented at the relevant time, and a clause is a reference to a clause of these Terms and Conditions.
1.2 The headings used in these Terms and Conditions are for convenience only and shall not affect their interpretation.
1.3 Words signifying the singular number shall include the plural and vice versa.
1.4 References to any gender shall include the other gender.
2. Consultations and Appointments
2.1 In non-emergency cases, consultations and treatment shall be by appointment only.
2.2 In emergency cases, you may bring your Animal to the Surgery without an appointment and we will use all reasonable endeavours to treat the Animal as quickly as possible. In such cases, we ask you to give as much notice to us as is reasonably possible.
2.3 You may cancel an appointment without charge if you give us at least 24 hours prior notice of the cancellation.
2.4 If you know you are going to be late for an appointment, you should contact us to tell us. If you arrive later than 30 minutes after an appointment time, we will try to provide the Services you have booked but if we decide that we cannot, the appointment will be treated as cancelled without notice by you and, if we then decide to make a charge for that appointment cancelled without notice, clause 2.5 below will apply.
2.5 If you do not give us at least 24 hours prior notice of cancellation of an appointment, we will be entitled to charge you for any net financial loss that we suffer due to your cancellation but not more than 50% of the full price of the appointment. We will be entitled to deduct that charge from any sum you paid in advance, and we shall refund the balance to you.
2.6 If you cancel an appointment without giving us at least 24 hours prior notice but this is due to exceptional circumstances (such as circumstances beyond your control or the death of the Animal), we will consider the circumstances and in our discretion decide whether to waive any late cancellation charge under clause 2.5.
2.7 We can offer a call-out appointment if you require a veterinary surgeon to visit your Animal at home. You should book such appointments in the same way as conventional appointments. If the attending veterinary surgeon deems it necessary to treat the Animal at the Surgery, he/she may require you to transport the Animal or they may transport it themselves. You shall bear any transportation costs so incurred.
2.8 Out of hours emergency care is available from the Surgery. If you require such care, you should contact 01889 562164.
2.9 We may cancel an appointment booked by you at any time before the time and date of that appointment if the required personnel and/or required materials necessary for the provision of the Services are not available, if an event occurs outside of our reasonable control or if we find that you are not a Consumer. If we cancel an appointment in such circumstances, we will refund to you in full any deposit or other advance payment that you have made to us for that appointment.
2.10 We will use all reasonable endeavours to start the Services at the appointment time which you have booked but the start may be delayed by overrun of a previous appointment or by other circumstances. If a delay to the start is at least 2 hours, or if at any time before or after you arrive for an appointment we notify you that there will be a delay of at least that time, you may cancel the appointment and we will refund to you in full any deposit or other advance payment that you have made to us for that appointment.
2.11 Where the contract we make with you is not made on our premises, the Regulations give you the rights set out in this clause 2.11, and they will be in addition to the rights given to you by the above provisions of this clause 2. You may for any reason cancel an appointment for any Services during the 14 day period after we accept the booking for those Services but if the appointment is on a date which is before the end of that period and if you have expressly requested us to provide Services at that appointment and we do so, you may not cancel that appointment and you must pay for it in accordance with clause 4. If you cancel as allowed by this clause 2.11, and you have already made any payment(s) to us for the appointment, we will refund the payment(s) to you within 14 days of receiving your cancellation.
3. Repeat Prescriptions
3.1 Please provide us with a minimum of 24 hours’ notice when ordering repeat prescriptions. These need to be authorised by a veterinary surgeon before the medication can be dispensed.
3.2 For repeat prescriptions, please note that a veterinary surgeon will need to review your Animal at least once every 6 months.
3.3 If you wish to purchase your medication elsewhere, we can provide you with a prescription on request. This will be subject to payment of an administration fee.
4. Fees and Payment
4.1 You must pay for all Services immediately upon completion of those Services (unless otherwise agreed), in accordance with our Price List. All prices shown in the Price List are inclusive of VAT. All fees due shall be invoiced including VAT.
4.2 We shall invoice you for all sums due at the following times (as appropriate):
4.2.1 the end of a consultation; or
4.2.2 the discharge of an Animal following surgery or other prolonged stay at the Surgery; or
4.2.3 the dispensing or collection of drugs and/or other products.
4.3 Any prescriptions or other goods provided to you shall remain our property until we have received payment for them in full.
4.4 We accept payment by cash, debit or credit card.
4.5 In cases where treatment is being covered by an animal health insurance policy, it shall be your responsibility to pay all sums due to us and to reclaim such sums from the insurance provider.
4.6 We may alter our prices without prior notice but if the price of any Services increases between the time when you book an appointment and the date of the appointment, the price increase will not apply to your appointment for those Services on that date.
4.7 If any payment is not made to us by the due date, we shall have the right to charge interest on the outstanding amount at a rate of 1.5% per annum above the Bank of England base rate, accruing on a daily basis from the due date until date of actual payment. We may also refuse to provide any further
Services and pass on any reasonable administration costs we have incurred as a result.
5.1 We will be happy to provide you with an approximate price for the treatment of your Animal. Please bear in mind estimates are only approximate and do not constitute quotations and you may not take them as an accurate indication of the final sum due, which may vary due to unforeseen circumstances.
5.2 Where appropriate, we will attempt to contact you to discuss any additional costs that may be necessary. If this is not possible, the veterinary surgeon will perform any additional procedures which in their opinion are necessary and you will be liable for payment of such costs.
6.1 You confirm that in receiving any Services from us or requesting the same, you are and will be a Consumer as defined in clause 1 above.
6.2 We will provide all treatment 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 (England) Regulations 2007, the Veterinary Medicines Regulations 2013 and the Supply of Relevant Veterinary Medicinal Products Order 2005.
6.3 We 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.
6.4 In certain cases, we may be legally required to keep Animals receiving prescription medication under our care by way of regular and routine examination. We may, at our discretion, reduce the fees for regular appointments.
7. Documents and Records
7.1 We will keep records and case documents relating to each Animal that is registered with us.
7.2 If you move your Animal to a different veterinary surgery, please inform us and request us to send all records and documents relating to the Animal to the new surgery.
7.3 Documents including, but not limited to, ultrasound scans and radiographs remain our property notwithstanding any associated payment which you may make to us. The cost for such Services includes the cost of performing these procedures and the interpretation of the results.
7.4 You have the right to request a copy of any documents which we may hold in relation to your Animal.
7.5 We will not release any documents to you or another veterinary surgery if you owe us any outstanding sum.
8. Animal Health Insurance
8.1 We recommend that you take out a suitable animal or pet health insurance policy to cover your Animal.
8.2 We are unable to provide recommendations with regard to animal or pet health insurance policies and we are not affiliated with any animal or pet health insurance provider.
8.3 We are not a party to any contract between you and an insurance provider.
8.4 If you make an insurance claim, we may provide additional assistance in liaising with the insurance provider. Any such assistance shall be provided at our sole discretion and we may charge for it in line with our Price List.
9. Limitation of Liability
9.1 We will be responsible for any foreseeable loss or damage that you may suffer as a result of our breach of these Terms and Conditions or as a result of our negligence. Loss or damage is foreseeable if it is an obvious consequence of our breach or negligence or if it is contemplated by you and us when our contract with you is created. We will not be responsible for any loss or damage that is not foreseeable.
9.2 We provide or sell all Services only for your personal and private use/purposes. We make no warranty or representation that products, or other goods or materials that we provide or sell are fit for commercial, business, industrial, trade, craft or professional purposes of any kind (including resale). We will not be liable to you for any loss of profit, loss of business, interruption to business or for any loss of business opportunity.
9.3 Nothing in these Terms and Conditions is intended to or will exclude or limit our liability for death or personal injury caused by our negligence (including that of our employees, agents or sub-contractors); or for fraud or fraudulent misrepresentation.
9.4 If you are a Consumer as defined by the Consumer Rights Act 2015, or a consumer for the purposes of any other consumer protection legislation, nothing in these Terms and Conditions is intended to or will exclude, limit, prejudice, or otherwise affect any of our duties or obligations to you, or your rights or remedies, or our liability to you, under such consumer protection legislation.
9.5 For more details of your legal rights, please refer to your local Citizens’ Advice Bureau or Trading Standard Office.
10. How We Use Your Personal Information
10.1 We may use your personal information to provide our Services to you and/or process your payment for the Services.
10.2 Any personal data we obtain from you (including, but not limited to, your name and address) will be collected, used, held or otherwise processed only with your express consent and in accordance with the provisions of the Data Protection Act 1998 and the General Data Protection Regulation (2016/679) and these Terms and Conditions.
10.3 In certain circumstances, and with your consent, we may pass your personal information on to credit reference and/or debt collection agencies. These agencies are also bound by the regulations in clause 10.2 and should use and hold your personal information accordingly.
10.4 We will not pass on your personal information to any other third parties without first obtaining your express permission.
11.1 We are required by the Regulations to ensure that certain information is given or made available to you as a Consumer before we make our contract with you (i.e. before we accept your request to make a booking) except where that information is already apparent from the context of the transaction. We have included the information itself either in these Terms and Conditions for you to see now, or we will make it available to you before we accept your request to make a booking. All of that information will, as required by the Regulations, be part of the terms of our contract with you as a Consumer.
11.2 As required by the Regulations, all of the information described in clause 11.1 and any other information which we give to you about any Services or the Surgery which you take into account when deciding to make a booking or when making any other decision about the Services will be part of the terms of our contract with you as a Consumer.
12. Complaints: We always welcome feedback from our customers and, whilst we shall use all reasonable endeavours to provide a high standard of service, care and treatment to all Animals and their Owners, we nevertheless want to hear from you if you have any cause for complaint. If you have any complaint about our Services or any other complaint about the Surgery, please raise the matter with Stuart Brown.
13. Changes to Terms and Conditions: We may from time to time change these Terms and Conditions without giving you notice, but we will use our reasonable endeavours to inform you as soon as is reasonably possible of any such change.
14. No Waiver: If the rights under these Terms and Conditions are not exercised or enforced following a breach of contract by either party, this does not mean that either of us has waived our right to do so at a later date.
15. Severance: Any part of these Terms and Conditions found to be unlawful, invalid or otherwise unenforceable would be severed from the contract. The validity and enforceability of the remaining parts of the contract would not be affected.
16. Law and Jurisdiction
16.1 These Terms and Conditions and the relationship between you and us (contractual or otherwise) shall be governed by, and construed in accordance with English law.
16.2 Any dispute, controversy, proceedings or claim between you and us relating to these Terms and Conditions (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, as determined by your residency.