B&W Equine Vets - Terms and Conditions of Business
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.
Terms of Business
By accepting our services or purchase of goods, you, the client, contractually agree to the Terms of Business as laid out below. 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.
Fees and charging structures
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 free visit (see our website for more details of Zone Days). 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 depending on the time of day/night.
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.
Should credit terms be granted, you will be allocated an account limit and must have a direct debit in place to settle the invoice in full within 14 days of the date of the invoice. You will be invoiced for all work up to the account limit. If the work carried out exceeds the account limit, payment will be required at the time of the treatment or on request. The granting of credit terms is entirely at the discretion of B&W Equine Vets and the Practice reserves the right to request payment prior to any treatment given.
For clients with credit terms, payment is due strictly 14 days from the date of invoice. All invoice/statements not paid within 28 days will be charged interest at 2.5% per 28 days. All invoices not paid within 56 days will incur an administration charge and a subsequent administration charge every 28 days until cleared. 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.
We understand that on occasions, unexpectedly large bills can occur. If you find yourself in a difficult situation and need to discuss your account, please contact the accounts department.
Breadstone: 01453 811867 Cardiff: 01443 225010
Failand: 01275 392956 Stretcholt: 01278 229129 Willesley: 01666 880501
Bank transfer: BACS or CHAPS - please reference payments with the account holder’s surname and the horse's name.
- Account number: 43192424
- Sort code: 56-00-68
Cheques: Payable to 'B&W Equine Vets'. Please enclose the invoice remittance slip when posting. Cheques are only accepted from clients with credit terms.
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.
Insurance cover for your horse
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.
B&W Equine Vets is not responsible for invalid insurance claims for whatever reason
Complaints and Standards
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.
Second opinions and referrals
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.
In holding and using data about you, the Practice will comply with the provisions of the General Data Protection Regulation and the Data Protection Act 2018. In instructing us to provide veterinary services and treatment to your horse, you authorise B&W Equine Vets to use that data in the course of the work that we do for you. We will, where specifically required, pass on to Insurers details of clinical histories, case records and diagnostic images relating to your horse.
B&W Equine Vets aims to maintain your details accurately on its database. You, the client, will provide us with correct and up-to-date personal information to enable us to provide our services to you. These include name, contact details, animal details, details of owners or those looking after the animals and details of any other vet the animal has been registered with.
Marketing - In addition to our contractual services, we would like to process your Personal Information with your consent to send you information about other products, services & offers available from the Practice or CVS (UK) Ltd. You will be asked for your consent when you register with the Practice and we will refresh your consent on a regular basis. You can change your mind at any time and unsubscribe or subscribe by talking to staff in our practice of by following the links on any marketing emails you receive.
- that we will only store your personal information in order to provide the services you request of us.
- we may share your personal information in order to provide the services you request of us.
- we may share your personal information with other companies, such as laboratories and referral practices, so that we can provide or perform services.
You can request a full copy of our Privacy Statement from any of our clinics or view it on our website.
Ownership of radiographs and similar records
The care given to your animal may involve carrying out specific investigations; for example, taking radiographs or performing ultrasound scans. Even though we make a charge for these investigations and interpreting the results, ownership and retention of the resulting record, for example a radiograph, will remain with B&W Equine Vets. Similarly, case records are also the property of the Practice.
On request from another veterinary surgeon taking over the case, copies and a summary of the history will be passed to them following authorisation from the client.
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.