Terms and conditions
This document sets out the terms upon which we carry out veterinary work for our customers. This is an important document please read it carefully. These terms and conditions apply not only to current work but also to all future work. In this document and in any correspondence with you, “Director” means a member of Agnew Equine Limited. “We” and “Our” means Agnew Equine Limited and “You” means the person who is our customer or, if more than one person, those persons who together are our customer. Where we act for two or more customers jointly it is on the understanding that we are authorised to act on instructions of either, both or any of them.
Agnew Equine Limited is a company registered in England and Wales number 7985435.
Office hours
These are 8.30am – 6.30pm Monday to Friday, and 9.00am – 12.30pm Saturday, excluding public/bank holidays. We offer a 24hour emergency service outside of these hours but any services provided during this time will incur a surcharge.
Client Confidentiality
The veterinary surgeon/client relationship is founded on trust and in normal circumstances we will not discuss or disclose to any third party any information about a client or animal without either express implied consent.
Ownership of records
We retain as our property all case records including radiographs and other imaging records. The fees charged for such items are based on the professional opinion obtained from the results of these procedures. Any veterinary surgeon or paraprofessional taking over a case may be forwarded copies of relevant records but only upon the request or consent of the client.
Influenza vaccination reminders
Whilst we endeavour to provide a vaccination reminder service for patients that we have previously vaccinated whilst under the clients ownership, we cannot accept responsibility for any errors or omissions. It is the responsibility of the client to ensure vaccinations are kept up to date. Under current Jockey Club and BHS regulations horses should have a primary course of 3 vaccinations followed by annual boosters. The interval between the first two must be 21-92 days and between the second and third 150-215 days. Thereafter boosters must be within 365 days.
Equine insurance
We support the principle of insuring all equines against unexpected accidents or illnesses. However we would respectfully remind you that our terms of payment still apply and that the contract with the insurance company is between the client and the insurance company only.
Fees
All fees are subject to VAT at the current rate. We calculate our fees on consumables used and professional time and opinion. Fees will be listed on a detailed invoice which will be produced at the end of the month.
Payment terms
The initial invoice for any client registering with us is strictly payment on the day. For a customer to open an account with Agnew Equine Limited is at the discretion of the Directors. Invoices are issued on last day of each month and are due for payment by return on receipt of the invoice. Accounts may be paid by guaranteed cheque, credit or debit card, (but not American Express/AMEX), cash or BACS. If using BACS please contact the accounts department (01782 51502) for our bank details. Any queries on the account should be raised with the accounts department within 14 days of the date of invoicing.
We reserve the right to charge 2.5% interest per month on any account not paid within 28days of date of invoice. Any cheque returned, credit or debit card not honoured or any cash found to be counterfeit made as full or part payment of an account will be added back onto the account, and will incur additional charges in the way of administrative costs and bank charges, and may then be subject to the 2.5% interest charge.
We reserve the right to pursue any unpaid accounts in any manner we deem appropriate. This may include the use of a debt collection serviceor civil proceedings. Any costs incurred by us in recovering unpaid accounts will be passed onto the respective client.
For failure to comply with our payment terms we reserve the right to withdraw veterinary services and will give notice of this in writing.
Prescriptions
You may obtain relevant veterinary medicinal products from us OR ask for a prescription and obtain these medicines from another veterinary surgeon or pharmacy,providing that the patient has been examined by, and is under the care of, a veterinary surgeon employed by us. We may prescribe relevant veterinary medicinal products only following a clinical assessment of an animal under his/her care. A prescription may not be appropriate if your animal needs immediate treatment.
You will be informed on request of the price of any medicine that may be prescribed for your animal.
The general policy of this practice is to re-assess an animal requiring repeat prescriptions for supplies of relevant veterinary medicinal products every 6-12 months, but this may vary with individual circumstances. The standard charge for re-examination is £33.90
The standard charge for issuing a prescription to be filled elsewhere is £13.52.
Further information on the price of medicines is available on request.
Complaints
Our aim is to provide a first class service. However, should you wish to discuss any problems you may have with our services we ask you in the first instance to address such issues to either the office staff or one of the directors.
Limitations of Liability
This condition applies to any claim:-by you; against us (including any successor business), any past, present or future directors of this firm, and/or any past present or future employees of this firm. Such claim shall be limited in amount to £5,000.00 for each and every claim, including claimants’ costs. All claims, whether made by one or more of the parties referred to above or by a third party, arising from the same act or omissions, shall be regarded as one claim.
For the avoidance of doubt, this limitation of liability shall apply to any claim for negligence, breach of contract, breach of fiduciary duty, breach of trust, and any liability whatsoever.
