We aim to provide you with a first class service and your horse or pony with the highest standard of treatment and care.
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.
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.
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.
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.
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.
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.
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 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.
By registering as a client East Kent Equine has permission to contact your previous vet(s) for any relevant history.
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.
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!
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.
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.