Terms & Conditions

OUR COMMITMENT TO YOU

We aim to provide you with a first class service and your horse or pony with the highest standard of treatment and care.

FEES

All fees, consumables and drug charges are subject of VAT at the current rate. Our fee levels are determined by the time spent on a case and according to the medicines, materials, and consumables used. Details of our fees are available on request and a detailed invoice is provided for every consultation, surgical procedure or transaction with us. Estimates can also be provided on request. A full visit charge (determined by the distance travelled form the practice) is charged unless the visit qualifies for a Discounted Zone visit - please see the website for more information about this service.

EMERGENCY SERVICE

East Kent Equine provides a 24 hour veterinary cover for our clients. Horses, ponies and donkeys will only be seen out of hours after prior arrangement with the duty veterinary surgeon by phone. The duty veterinary surgeon can be contacted by ringing the normal practice number 01304 364648, your call will be automatically transferred. There is an additional charge for out of hours visits. This charge is discounted for horses enrolled under the Equine Health Plans, please see the website for more information.

METHODS OF PAYMENT & SETTLEMENT TERMS

Payment will be requested at the time of treatment from all new clients. This arrangement will be reviewed after a period of three months. We offer a 5% discount for immediate payment at the time of the vet’s visit for all clients of East Kent Equine. No discount is available for additional purchases of drugs/consumables other than during a vet’s visit, and must be paid for at the time of ordering.

If payment is not made at the time, our terms are settlement in full within 14 days of vet’s visit. Invoices are sent within 48 hours of the visit via email. If you request the invoice being posted, there will be additional charge of £1. It is your responsibility to ensure that the practice has correct contact details for you. Your account may be settled using cash, cheque, credit/debit card (Switch, Solo, Delta, Mastercard or Visa)

or BACS (Bank Automated Credit Service). In case of payment by credit cards there will be additional charge of 3%. In the event of non payment within 30 days, a reminder will be sent out, with copies of the outstanding invoices. If a further reminder has to be sent after 60 days and payment is still not received within 7 days of this letter a £20 non- deductible administration charge will be added to your account. In cases of extremely overdue accounts (over 90 days), after due notice to you, we will exercise our statutory right to claim interest (8.5% over the Bank of England base rate) and compensation for debt recovery costs under the Late Payment legislation. Interest charge will be added to your account every month until the balance is paid in full. We may also inform other local veterinary practices that your account has been referred to the debt collecting agency. Any cheque which you issue which is returned unpaid, any credit card payment not honoured, and any cash tendered that is found to be counterfeit will result in your account being restored to the original sum together with any fees incurred in the process. Persistent late payment will result in the need for all fees to be paid for at the time of treatment or withdrawal of our veterinary services.

INABILITY TO PAY

If you find yourself in the unfortunate position of being unable to pay your account please discuss this matter as soon as possible with a member of staff. Instalments or part payments of any accounts may ONLY be sanctioned with express permission of a practice owner, and interest charges will be applied. If you fail to make any payment due to us under this agreement by the due date for payment, then you shall (if you do not have the express permission of the practice owner to pay by instalments or part-payments) pay interest on the overdue amount at the rate of 8.5% per months. Such interest shall accrue on a monthly basis from the due date until actual payment of the overdue amount, whether before or after judgment. You shall pay the interest together with the overdue amount. You are agreeing that the interest amount for failure to pay is fair given that it costs us significantly more time and money to administer and monitor an overdue debt payment than if you had paid on time.

TERMINATION OF SERVICE

You may ask us to stop caring for your horse, pony or donkey at any time. We may stop looking after your animals if you do not accept our advice; or fail to settle your account on time; or if we are prohibited by law from doing any further work on your matter; or if the relationship between you and us sadly breaks down; or if we no longer have the expertise. Under these circumstances we will serve notice in writing of imminent withdrawal of services. We will then invoice you for any work already done. We reserve the right to hold your horse’s records until all outstanding invoices and expenses have been paid.

EQUINE HEALTH INSURANCE

East Kent Equine Ltd strongly supports the principle of insuring your horse or pony against unexpected illness or accidents. Please be aware that it is your responsibility to settle your accounts with us in accordance with these terms and then reclaim the fees from your insurance company. If East Kent Equine is to be paid by the insurance company, there will be additional claim administration fee payable to the practice; a clients policy excess and claim administration fee must accompany the claim form.

PASSPORTS

All horses, ponies and donkeys must have passports, which should be available for the vet to check at the time of visit. We also strongly recommend that passports should be signed by the owner to confirm that the animal is not going for human consumption (Section IX). If you do not have a passport, we can help you obtain one. Where a passport is not available the detailed record of medicinal products must be retained. This information is available on your account documentation.

PRESCRIPTIONS

Prescriptions are available from this practice. You may obtain Prescription Only Medicines (POM-Vs) from East Kent Equine, or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. We can only prescribe POM-Vs only for animals under our care. The general policy of this practice is to re-assess an animal requiring repeat prescriptions every 6 months, but this may vary with individual circumstances. The standard charge for a re-examination is available on request. Further information on the prices of medicines is available on the practice website.

PREVIOUS MEDICAL HISTORY

By registering as a client East Kent Equine has permission to contact your previous vet(s) for any relevant history.

COMPLAINTS

We hope that you never have reason to complain about the standards of service received from East Kent Equine. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance in writing to a Director.

FEEDBACK

East Kent Equine is committed to using comments (either positive or negative) from clients to continuously monitor and improve the services it provides. We appreciate feedback and hope that clients will speak up when standards of care and service either exceed or fall below their expectations. In this way, we can strive to continuously improve the quality of the service that we offer. Remember, our aim is to do our best for you and all the horses in our care. We rely on feedback to guide us in how to provide the best possible service, se please tell us if there’s anything we could improve on!

OWNERSHIP OF RECORDS

Case records, x-rays and similar documents are the property of, and will be retained by, East Kent Equine Ltd. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record, e.g. an x-ray or ultrasound scan remains the property of the practice. Upon request, copies of records with a summary of the history of your horse will be passed to another Veterinary Surgeon should this be required.

DATA PROTECTION

In holding and using data about you, we will comply with the provisions of the Data Protection Act 1998 and The General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679). In instruction us to look after your horse, you authorise us to use that data in the course of the work that we do for you, and also to send you from time to time in the future, free of charge, details of the services that we provide. We will, where specifically required, pass on to Insurers details of clinical histories, case records, and diagnostic images relating to your horse.


PRIVACY POLICY

When you register with EAST KENT EQUINE LTD (“the Practice”), request treatment for your animal, contact the practice by email, telephone or in writing we will collect and process personal information (“Personal Information”) about you. We understand the importance of looking after the Personal Information that you provide and this notice (“Privacy Notice”) sets out what Personal Information we collect, why we need to collect it, how we will use it and how long we will store it for.

 

How we will use your personal information

We will process your Personal Information insofar as it is necessary for the performance of our contract with you to provide veterinary services. This will involve using your Personal Information to provide you with our products and services and to send you information related to the services we provide to you including appointment and vaccination reminders (“Service Communications”). You can choose how you would like to receive these communications by post, email or SMS. Please talk to one of our members of staff if you would like to change how you receive Service Communications.

 

What personal information do we collect and why

 

Name - So that We can identify You and personalise our communications with You.

Address - So that We can identify You, register your animal with our practice send reminders, correspondence and information about our services directly to you and to send information about local animal health issues.

Email address - So that we can contact you about your Animal, send reminders about your appointments, vaccinations, and or correspondence relating to your account (receipts, invoices, statements).

Mobile number - So that we can contact you about your Animal, send reminders about your appointments, vaccinations, and or correspondence about our service and animal health issues.

Telephone number - So that we can contact you about your Animal.

Location information (such as postcode) - So that we can inform you about any animal health concerns we are aware of in your area.

Bank, debit or credit card details - We will only store these when you specifically ask us to do this, in order to take regular payments.

Insurance policy details - So that we can communicate with your animal insurance provider if applicable.

 

 

Please remember to let Practice staff know if any of the above information changes as soon as possible so that we have up to date records. Our staff will ask you to confirm your records are up to date on a regular basis.

 

Marketing

We do not use your Personal Information for marketing. If you’d like to keep up products and services available from the Practice, please follow our Facebook page.

 

Data retention

We will keep your Personal Information for as long as you are a client of our Practice and thereafter for as long as is required to comply with our legal and regulatory requirements including to the HMRC and RCVS.

 

Sharing your information

We are required to share your Personal Information in certain circumstances to ensure that we are able to provide you with services, obtain payment or correspond with your insurance provider. In each case we will only share the data necessary for the purpose and it will only be in relation to the specified purpose. Each third party is required to have in place comparable data security measures and to be fully compliant with the terms of the General Data Protection Regulations.

 

Who do we share information with and why

Referral practices

When we refer an animal to a referral hospital or specialist, we need to share relevant information to arrange appointments, test, treatments and services.

Information do we share:

  •     Your name.
  •     Your address.
  •     Your email address.
  •     Mobile or landline number.
  •     Your animal details.

Laboratories

So that we can arrange tests, treatments and services and obtain results on your behalf.

Information do we share:

  •     Your name.
  •     Your animal details.

Your insurer

So that we can obtain permission to perform certain investigations and treatments at their expense. To arrange payment for investigations and treatments provided.

Information do we share:

  •     Insurance policy number.
  •     Your name.
  •     Your address.
  •     Your animal details

Banks and payment service providers

So that we can deal with payments for the appointments, services, treatments and goods provided. To make refunds.

Information do we share:

  •     Your name.
  •     Your account details.
  •     Your address.

Credit reference and fraud prevention agencies

We may share your personal information with and obtain information about you from credit reference agencies or fraud prevention agencies.

Information do we share:

  •     Your name.
  •     Your address.

Debt collection agencies

If you fall behind with payments for the services we provide, we may engage a debt collection agency to recover the debt on our behalf.

Information do we share:

  •     Your name.
  •     Your address.
  •     Your outstanding balance.

Email providers, printers and mailing houses

So that we can send you reminders, administrative information relating to the way we provide services to you, information about animal health issues relevant to you.

Information do we share:

  •     Your name.
  •     Your address.
  •     Your email address.

Law enforcement agencies

If we receive a request in writing from a law enforcement agency, we may be required to provide your personal information.

Information do we share:

  •     Your name.
  •     Your address.
  •     Your email address.
  •     Mobile number.
  •     Telephone number.
  •     Location information.
  •     Bank, debit or credit card details.
  •     Insurance policy number.

Boehringer Ingelheim Limited

In order to provide you with ACTH (adrenocorticotropic hormone) testing without cost to you we ask your consent to share your Personal Information as part of the Talk About Laminitis programme. Please let a member of practice staff know if you do not wish to share your Personal Information.

Information do we share:

  •     Your name.
  •     Your email address.
  •     Your mobile number

Moving practice

If you decide to move to a new practice we will provide a copy of your animals’ records to the new practice when requested. If you do not want your records transferred, please speak to a member of the Practice staff.&