B&W Equine Vets (the Practice) is committed to providing the highest possible standards of veterinary care and attention to patients and their owners. If any points are unclear feel free to ask a member of staff to explain.
Please also read our Terms and Conditions of Business
All our fees and medical charges are subject to VAT at the current rate. Our fee levels are determined by the professional input to the case and according to the medicines, materials and consumables used. A visit charge (determined by the distance travelled from the Practice) is charged unless the visit qualifies for a reduced charge visit (see our website for more details of Zone Days) or free visit (3 horses or more at same appointment). Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Written estimates are also available on request, but please bear in mind that any estimate given can only be approximate as the progress of any illness or condition is not certain. Out of hours calls and consultations will attract an additional charge.
Credit terms are not automatically granted. It is our policy that all clients need to build up a satisfactory credit record with us and, therefore, we will require payment (by card, cash or bank transfer) at the time of booking, or on the day of the veterinary visit/treatment, for at least the first 12 months after registering as a client with us.
For clients with credit terms, payment is due strictly 14 days from the date of invoice. If our payment terms are not adhered to, we reserve the right to withdraw the credit terms offered. Before undertaking any further work we will require settlement of any outstanding monies and will expect payment at the time of booking any further appointments.
Under the Veterinary Medicines Directorate we are unable to credit clients for returned drugs as these items cannot be re-sold. However, we can safely dispose of any unwanted medications.
Bank transfer: BACS or CHAPS - please reference payments with the account holder’s surname and the horse's name.
Credit/Debit Card: We accept all major credit and debit cards (excluding American Express). Payments can be taken securely over the telephone or in person at any of our clinics or on visits.
Cash: Cash payments are accepted.
B&W Equine Vets strongly supports the insurance of horses. Various companies offer policies offering protection against vet fees, accidental death and permanent loss of use. Your insurance broker should be consulted for specialist advice on this subject.
Nevertheless, it should be remembered that the account with B&W Equine Vets is the responsibility of the owner/keeper of the horse. An insurance policy is a contract between the policyholder and the insurance company and it is the role of the insurance company to reimburse the policyholder for the fees paid by the policyholder for veterinary treatment. Therefore, all invoices must be settled within our normal payment terms (14 days from date of invoice).
Some insurance companies will agree to make payment directly to the Practice. B&W Equine Vets will consider accepting payment directly from an insurance company if a valid, completed claim form has been submitted and the policy excess and Administration Fee have been paid. This should be at the time of the initial treatment but in all cases, must be within 14 days of the date of the invoice. If the claim form, excess and administration fee is not received within 14 days from the date of the invoice, payment of the invoice must be made by you in full to B&W Equine Vets and you will need to arrange for the insurance company to reimburse you. B&W Equine Vets reserves the right not to accept direct payments from insurance companies.
The Practice charges an Administration Fee for completing insurance claim forms and providing the information required by the insurance company. This fee is charged once per claim.
If you are making an insurance claim, it is your responsibility to remain aware of how much money has been claimed and how much remains for further treatment.
All uninsured work must be paid for within our payment terms.
B&W Equine Vets is not responsible for invalid insurance claims for whatever reason.
We will always do our very best to meet your expectations and offer exceptional care and service, but if you do feel dissatisfied with any aspect please discuss it with the veterinary surgeon concerned, a Clinical Director or our Office Manager. More details on making a complaint can be found in section 17 of our Terms & Conditions.
While we endeavour to provide the highest level of care for you and your horse, if you wish to request a referral to, or second opinion from, another veterinary practice we will, with your permission, forward on all clinical records promptly to that practice.
B&W Equine Vets is a trading name of CVS (UK) Ltd; a company registered in England and Wales. Registered number; 03777473. Registered office; CVS House, Owen Road, Diss, Norfolk IP22 4ER.