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Terms & Conditions

In these terms and conditions “we”, “us”, “our” corresponds to the Mobile Vet.

Instructions

We cannot accept instructions from anybody under the age of 18 years.

In certain situations we understand that requests will be made by persons acting as your agent, such as pet carer, cattery/kennel owner, etc.

We will assume unless advised in writing by yourself, that they have your authority and are acting in your interest and on your behalf.

Requests for any account details to be changed must be made in writing by the account holder.

Services

The Mobile Vet is an ambulatory small animal practice, specialising in domestic pets with a supporting fully equipped veterinary surgery. That is to say we provide the best possible service at your premises. We have the equipment and ability to perform almost all treatments and investigations at your home. The only difference being that we bring everything to you in our mobile veterinary surgery. This includes laboratory work, operations, diagnostic imaging and dental work. Consultations are typically performed in your home, whereas diagnostics and operations will be performed in the operating theatre within the mobile surgery (for which a premium will apply) or at our central base and reception in Newport. However, we are not a veterinary hospital and do not have the associated facilities to treat pets requiring extended hospitalisation. This is particularly true for giant breeds and we kindly request that any owners of giant breeds who would like to access the Mobile Vet facilities seriously consider the limitations of us dealing with your pets in the event of an emergency. If you are happy with the limitations, we are happy to accommodate you as best we can.


Hospitalisation is conducted at one of our base facilities, although we endeavour to keep your animals at home with yourselves wherever possible.
More in depth investigations, treatments or operations will normally be referred to the relevant specialised practice on the mainland. These include only the most serious of cases in need of emergency care which can not be provided elsewhere on the Island since we are qualified and equipped to deal with the majority of cases.

Client Transfer

In filling in the registration request form or registering by phone/in person you are requesting to change services from your previous vets to the Mobile Vet services. This is to include ALL routine veterinary care and emergency treatment plus provision of ALL preventative veterinary medications and prescription medications.

Medication

In order to comply with RCVS regulations, we cannot supply medication on prescription without first seeing your pet. Repeat prescriptions can only be given if the animal is under direct care and attention of the attending veterinary surgeon, and we reserve the right in certain circumstances to re-examine the animal again before prescribing. All prescriptions must be paid for in advance. 

Important Note

We are unfortunately unable to answer queries here made by owners whose animals are not under our veterinary care as this is considered unethical by the Royal College of Veterinary Surgeons (RCVS). We suggest that you discuss your concerns with your own vet. They are in the best position to advise you since they have the benefit of knowing all about your animal and their relevant lab results etc.

Insurance

It is your responsibility to submit claim forms to us for completion. Insurance form administration is provided free of charge by us and all claim forms will be dealt with promptly. We do request that you provide stamped addressed envelopes for forwarding of claims to insurers. Only on rare occasions and by prior arrangement will we defer the ‘payment’ terms below, providing the insurance claim will be paid directly to the Mobile Vet and providing the insurance company has agreed in principle to settle the claim. In this circumstance the client will still be required to pay any excess and costs not covered by the insurer and any costs later rejected by the insurer.

Second opinions

If you are unhappy with the treatment or progress of your pet, we can arrange for a second opinion from another veterinary surgeon at your cost.

Treatment

Subject to our professional duties as veterinary surgeons, we reserve the right to make final decisions on treatment.

We retain the responsibility for case records, including radiographs, ultrasound scans and similar documents. Although the client is charged for the taking, diagnosis and advice of such radiographs and similar diagnostics, they do not buy ownership of them. In appropriate circumstances, copies can be forwarded to another veterinary surgeon.

Emergency Out of Hours Cover

‘Out of hours’ visits are charged when a veterinary surgeon visits out of normal office hours (which are 8.30am to 5.30pm Monday to Friday), at the client’s/agent’s request.  Out of hours charges also apply to calls made imminently prior to closure of normal office hours whereby the veterinary surgeon will not arrive at the premises until after these hours, assuming the veterinary surgeon is able to proceed immediately without hindrance. If the veterinary surgeon is unable to proceed immediately at this time, due to circumstances out of the client’s/agent’s control, an out of hours charge will not be applied.

During out of hours call, the vet attending the call will be one of the mobile vets who work for the practice. The emergency fees for such cover may vary slightly to the Mobile Vet fees. Any investigations out of hours will be performed at the central base premise and not in the mobile surgery.

We have three vets located in different parts of the Island and two vehicles so are well equipped to attend any urgent calls.

We do operate a vaccination reminder system; however our experience tells us that such systems are not reliable. Therefore responsibility for the receipt of such vaccinations on time is with the client. The Mobile Vet will not be held liable for the costs incurred should a course require starting again due to vaccinations being overdue.

Payment

We aim to run a transparent pricing policy, with fair and competitive fees.

We do not charge an hourly rate as we feel this imposes a ‘hurried’ approach to our work and relationship with our clients. We prefer not be time restricted and instead charge a pre-determined set professional fee for the particular work carried out. This is in addition to the visit charge.

Payment is required at the time of our services, thus allowing us to maintain competitive fees. We do recognise that there will be exceptional circumstances where emergencies occur and payment at the time will not be possible. Of course such scenarios will be taken into consideration. To allow us to continue to provide a quality service, this condition will also apply to insured animals and it is the responsibility of the client to be re-imbursed by the insurance company.

For those exceptional cases where we attend without requesting payment at the time, an invoice will be left and the client is expected to pay at the earliest available opportunity and no later than 7 days from the date the work was carried out.

We reserve the right to charge an administration fee of 20% on balances which include invoices unpaid after 14 days.

Non payment after 45 days may result in court action.

In giving instructions, either in person or by your agent, for an animal to be treated, you will be responsible for our charges.

Whenever possible we will give you an estimate of the cost of treatment, however, variations and complications may arise resulting in further costs being incurred.

There are occasions on which we incur costs on your behalf, such as tests performed at outside laboratories; these may be invoiced to you at a later date. However, if an accurate cost can be quoted prior to submission of the sample, payment will be required at the time.

We accept cash, debit and credit cards. Unfortunately we cannot accept cheques from first time clients.

In the case of persistently slow payers or bad debtors we may no longer be able to provide our services to these clients and will give them due notice thereof. Please be aware we will not entertain any clients who have outstanding accounts at other veterinary practices. We also reserve the right to refuse service to abusive/offensive customers.

In some instances we will not commence examinations before card details or payments are received; for example for non-clients or very expensive treatments.

New clients

Details, including relevant medical history will be obtained from the previous attending veterinary surgeon in accordance with the RCVS code of professional conduct. Obtaining these records is in the interest of your pets' welfare to ensure we know about any current medical conditions, treatment being received, etc.

All new clients are encouraged to carefully read these terms and conditions.

Complaints

We aim to offer all clients a professional, friendly and efficient service and we hope that you will be pleased with the work we do for you. However, if any difficulty should arise, our approach is to be constructive. Every complaint will be taken seriously, will be investigated thoroughly and promptly, and remedial action will be taken as appropriate. If you have a complaint, please send it in writing to Mobile Vet Central Base, IOW Pet Center, Watergate Road, Newport, IOW, PO30 1XP. We would expect to resolve any problem to your satisfaction.

Feedback

We welcome and take into account any feedback given, whether positive or not. Please email or post yours, we will be grateful to receive it.

Application

These terms and conditions shall apply except to the extent they are modified by the Mobile Vet in writing.

Future work

Unless otherwise agreed, and subject to possible revision of fees, these terms and conditions will apply to any future work by us on your behalf.

Applicable law and jurisdiction

These terms and conditions shall be interpreted in accordance with the laws of England and Wales. The English Courts have jurisdiction in any dispute arising out of our work on your behalf.

If any terms or provisions of this agreement (or parts thereof) are to become invalid, illegal or unenforceable, the remainder shall survive unaffected to the fullest extent permitted in law.