PRACTICE TERMS AND CONDITIONS 2018

Tower Equine Limited, trading as Tower Equine Veterinary Surgeons, is a Company registered in England & Wales under Company Registration Number 8458007. Tower Equine’s registered office is situated at Tower Farm Grimsthorpe Bourne Lincolnshire PE10 0NF.

Tower Equine aims to provide clients with a professional, quality and cost effective equine veterinary service. These Terms and Conditions outline our obligations to you and provide the agreement under which we trade.

Our Terms and Conditions are deemed accepted by all clients on first registration with the practice.

Estimates

Where fees for a particular procedure are not fixed, it is not always possible to provide an exact estimate of the total cost of veterinary work. Where complex or costly investigation and treatment is anticipated, we will discuss this with you and, if specifically requested, we will provide you with a written estimate. We will also endeavour to inform you of significant changes from those first estimated throughout the progress of each case. However, please be aware that where unexpected problems or complications occur, it is inevitable that costs are likely to increase.

Invoicing and Payment Terms

Tower Equine produces monthly invoices billed with the current rate of value added tax. For established clients, payment is to be made strictly within 30 days of the date of the invoice and Tower Equine reserves the right to charge interest on all outstanding accounts.

All newly registered clients will be required to pay at the time of their first few visits and/or until which time Tower Equine is satisfied that reliable payment will be forthcoming.

Tower Equine reserves the right to charge interim monthly invoices for significant fees and to require established clients with poor payment performance to pay at the time of the visit, regardless of whether they are newly registered or not.

Tower Equine runs a paperless billing system and will email monthly invoices to all accounts with registered email addresses. Please ensure you update the office with any changes of email address. Free visits are booked on the agreement that the resulting invoice will be emailed.

Where an individual horse’s veterinary fees are covered by a valid insurance policy, Tower Equine is happy to await payment from the insurer, provided all clients forward their monthly invoices on to the insurer and meet the cost of their insurance policy excess within the usual 30 days. For non-insured horses where significant fees are likely to be encountered, a deposit (normally credit or debit card payment) may be requested at the outset of treatment.

For outstanding accounts where no contact or payment plan has been forthcoming, Tower Equine will send a ten day letter before action, failure of which we will have no option but to commence proceedings for the recovery of the debt.

Methods of payment

The following methods are acceptable:

  • Cash.

· Cards: Switch, Solo, Mastercard, Visa, Delta.

· BACS: For this method please see the bank details on your invoice or contact our Accounts Department.

· Cheque – only available to established clients paying within 30 days of their invoice. All cheques should be made payable to ‘Tower Equine Ltd”.

Inability to pay

If for any reason you anticipate being unable to settle your account in full at the correct time, we ask that you discuss this matter with us as soon as possible. In exceptional circumstances only, part payment or payment by instalments on account (normally by standing order) may be arranged at the discretion of the Directors.

Equine Insurance

Tower Equine strongly supports the principle of insuring your horse against unexpected accident, illness or injury and ask that you inform your insurance company as soon as you are aware of a potential claim.

Most insurance companies will require us to complete a Claim Form to be signed by the attending vet and returned to the insurer together with a copy of the horse’s clinical history. Please be aware that the cost of some aspects of your horse’s care may not be covered by insurance (e.g. policy excess, hospitalisation). These costs, together with any fees subsequently rejected by your insurance company or over and above the insured amount, must be paid directly by you to Tower Equine Ltd.

Regardless of whether the horse is insured or not, the entire bill remains your responsibility until it is paid in full.

Passports

It is a legal requirement that all horses must have a valid Passport. This must accompany your horse during transport and we will ask to check this at the time of examination. You must endorse your passport (normally section IX) to confirm whether the horse is/is not intended for human consumption. If your horse’s passport is presented to us unsigned, we reserve the right to sign section IX (not intended for human consumption). This will allow us to treat the horse according to its clinical needs and to ensure that it never enters the human food chain. In exceptional circumstances, where a passport is not available, a detailed record of medicinal products administered to your horse will be retained and you will need to keep a record of this treatment.

Ownership of records

All records and images acquired during the course of clinical investigation and/or treatment shall remain the property of Tower Equine.

Data Protection

Tower Equine recognise that client confidentiality is of the utmost importance. We will not intentionally pass any of your personal identifiable details to third parties without your permission, unless required to do so upon humane grounds for animal welfare. We will however endeavour to maintain that we have your correct details on our databases and ask that you, the client, provide us with your correct and updated personal information. The information we require from you is laid out in our New Client Registration Form to be completed by all new clients registering with Tower Equine.

We confirm that when processing data on your behalf that we will comply with the provisions of the Data Protection Act 1998.

Feedback

We are always pleased to receive feedback on the services that we provide and this should be addressed to the vet dealing with your horse.

Complaints

Whilst we strive to provide your horse with the best possible standard of care, we recognise that on occasion you may feel that we don’t get it right! Often the heart of many problems is poor communication, so if you have any grievance please discuss this with us at the first opportunity. If you wish to make a complaint, please do so in writing, to our Office Manager in the first instance. If you have any cause to dispute the fees on your invoice please send written notice to our Accounts Department within 7 days of receiving your invoice.

Additions and variations to these terms and conditions

No addition or variation of these conditions will bind Tower Equine Ltd unless it is specifically agreed in writing and signed by one of the Directors. No agent or person employed by, or under contract with the practice has the authority to alter or vary these conditions in any way.

Tower Equine reserves the right to amend its Terms and Conditions on yearly review.

Please be aware that these Terms and Conditions form the basis on which we work, however there are separate Terms and Conditions additionally in operation for breeding work and under the free visit and Newark visit schemes.

A full list of Tower Equine Limited’s current Directors can be found at Companies House.

Manager in the first instance. If you have any cause to dispute the fees on your invoice please send written notice to our Accounts Department within 7 days of receiving your invoice.

Additions and variations to these terms and conditions

No addition or variation of these conditions will bind Tower Equine Ltd unless it is specifically agreed in writing and signed by one of the Directors. No agent or person employed by, or under contract with the practice has the authority to alter or vary these conditions in any way.

Tower Equine reserves the right to amend its Terms and Conditions on yearly review.

Please be aware that these Terms and Conditions form the basis on which we work, however there are separate Terms and Conditions additionally in operation for breeding work and under the free visit and Newark visit schemes.

A full list of Tower Equine Limited’s current Directors can be found at Companies House.