Terms & Conditions
In these terms and conditions “we”, “us”, “our” corresponds to the Mobile Vet.
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.
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 our veterinary surgery in Newport, 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.
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.
In provision of your personal details you are consenting to allow us to contact you by telephone, address or email with relevant information regarding your pets or our services. If you would prefer not to be contacted in this manner please let us know or unsubscribe from our mailing list. These measures have been updated with the new GDPR legislation May 25th 2018. All personal data collected is processed to perform a task in the companies legitimate interests.
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.
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.
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.
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.
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 four 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.
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.
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.
In provision of your personal details you are consenting to allow us to contact you by telephone, address or email with relevant information regarding your pets or our services. If you would prefer not to be contacted in this manner please let us know or unsubscribe from our mailing list. These measures have been updated with the new GDPR legislation May 25th 2018.
We aim to offer all clients a professional, friendly and efficient service providing you with an exceptional level of service and customer care. We hope that you will be pleased with the work we do for you. However, we realise, that things can go wrong and there may be occasions when you feel that we have not provided the service you expect. If any difficulty should arise, we want to hear about it so that we can try to put things right in a constructive fashion.
Every complaint will be taken seriously, will be investigated thoroughly and promptly, and remedial action will be taken as appropriate. Please see our formal complaint procedure for more details.
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.
These terms and conditions shall apply except to the extent they are modified by the Mobile Vet in writing.
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.
Mobile Vet Ltd is committed to protecting and respecting your privacy. This policy (together with our Terms and Conditions and any other documents referred to in it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. For the purposes of the Data Protection Act 1998 (the "Act") and GDPR, the data controller is Mobile Vet Ltd, 1 Kingston Cottages, Kingston Road, Isle of Wight, PO38 2JY
We may collect personal information from you in a variety of ways including, but not limited to, when registering a pet with the surgery, when visiting our website, filling out a form, and in connection with other activities, services, features or resources we make available. By using our Website (www.mobilevetsurgery.co.uk) and by using the services provided within Mobile Vet Ltd, Watergate Road, Newport, Isle of Wight, PO30 1XP, you understand and agree that personal information you provide will be held on a database created and operated by us, and/or other selected third parties. We will collect personal identification information only when you voluntarily submit such information to us. You can always refuse to supply personally identification information, except that it may prevent you from engaging in certain activities relating to Mobile Vet Ltd.
What information do we collect and why?
Your title, first name, surname, postal address, email address, telephone and if applicable payment information. You may also be requested to give your details for other reasons. These details are collected either in person, by telephone or online, to help us:
o Register your details as a new client or update your details if they change
o Register your pet on health plans
o Make appointments
o Process the fees due for any treatment
o Contact you about your pet, your account or credit status where required;
o Deliver a safe and secure service by helping to prevent and detect fraud. We may need to disclose information to assist legal or debt recovery processes;
o Speed up your form filling processes if you've registered online (where applicable);
o Understand your needs and listen to your feedback via social media platforms, market research/shopping analysis, customer polls and surveys;
o Enhance your experience by delivering a more personally tailored service;
o Respond to any issues or queries via the customer service administration team and/or
o Notify you about changes to our service. We will also automatically collect data such as dates and times of your visits to the Website.
How we protect your information
We endeavour to protect your information by:
o Encrypting your personal information if you enter any personal information online. A secure server encrypts all of the information you input before it is sent to us. This protects your confidential data, particularly your credit card details from unauthorised use;
o Keeping your information up-to-date and accurate. Please note that, to do this, we require you to tell us if any of your details such as your name or address change; and
o Having in place strict security procedures for the storage and disclosure of your information to prevent unauthorised access.
Protecting your security
To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you against appropriate third party databases. By accepting these terms and conditions you consent to these checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Act.
Statement on the use and disclosure of Personal Data
We do not sell, trade, or rent personal identification information to others. We may use third party service providers to help us operate our business and/or administer activities on our behalf by SMS, email or post such as sending out reminders, newsletters, surveys, offers for products and services that may be of interest to you. We may share your information with these third parties for those limited purposes provided that you have given us your permission. We may also telephone you to discuss treatment details or for market or service research.
We may monitor or record telephone calls to ensure our quality standards are maintained and for fraud prevention purposes. We may disclose your personal information to any member of Mobile Vet Ltd and also to affiliated companies and other selected third parties for the purposes described above.
We may use for the purpose of promotional, marketing and publicity purposes in any media worldwide any comments or feedback (excluding personal data) which you post publicly or provide to the surgeries, without notice or without any fee being paid. We may disclose your personal information to third parties if we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our Terms and Conditions or agreements or contracts between us or to protect the rights, property, or safety of Mobile Vet Ltd, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection, credit risk reduction and our internal investigations including customer complaints and claims.
You have the right to ask us not to process your personal data for marketing purposes. We will inform you (before collecting your data) if we intend to use your data for such purposes. You can exercise your right not to receive marketing information at any time by contacting the surgery on 01983 212999. The Website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
You have a right to access the personal data about you that is held by us. To obtain a copy of the personal information we hold about you, please write to us at the following address: Mobile Vet Base, Newport, Nurseries, Watergate Road, Newport, Isle of Wight, PO30 1XP and include your email address.
If you have any queries about data protection, please contact us on 01983 212999.