cat laying on back banner

Terms & Conditions

The Mobile Vet is proud to be an independent veterinary practice with a friendly professional team of staff who are always striving to provide the very best care for both you and your pet.  Thank you for entrusting the care of your pets to us. 

The following terms and conditions apply to the provision of our veterinary services and all products we supply.  Some may not be applicable, but if you need further explanation or clarification, please don’t hesitate to contact The Practice Manager on: 01983 212999 or admin@mobilevetsurgery.co.uk

 

Our Veterinary Services

The Mobile Vet is a small animal practice providing veterinary services, both at our central surgery and in your own home.  We strive to provide the very best standards of care in accordance with the RCVS guidelines for practice standards and the professional conduct of veterinary surgeons and nurses.

 

Working Together to Safeguard the Health & Welfare of your Pet

We strive to provide the very best care for your pets but this can only be achieved if we work together.  What should you expect from us and what are your responsibilities as a pet owner?  We will:

 

  • Provide appropriate veterinary care, making animal health & welfare our first priority
  • Prescribe, supply & administer veterinary medicines for animals seen recently (within 6 months at the discretion of the veterinary surgeon)
  • Provide the cost of services and medications and seek your consent for treatment and   procedures
  • Keep you and your pet’s information confidential
  • Provide 24 hour emergency care
  • Respond promptly, fully and courteously to your concerns

 

In return, what do we expect of you, as a responsible pet owner:

 

  • Listen to the advice given by our vets, be open and ask for more info so we can provide the best advice
  • Act promptly if you have any concerns about your pet’s health – if in doubt just call – we’re here to help
  • Give medicines to your pet as prescribed
  • Ensure you have funds available or pet insurance to pay for their medical care
  • Know our 24 hour emergency care telephone number: 01983 212999
  • Respect our staff who are here to help

 

Further information on getting the best services for your pet can be found at: www.rcvs.org.uk/animalowners.

 

Registration of New Clients

We look forward to providing both you and your pet with the best veterinary care.  If you have registered, either via telephone, in person or by completing our website form, you are requesting to change ALL veterinary services from your previous vets to The Mobile Vet.  This is to include ALL routine veterinary care and emergency treatment plus provision of ALL preventative veterinary medications and prescription medications. 

We advise that your pet is only registered with ONE veterinary practice to ensure continuity of care and to support your pet’s welfare.

 

In provision of your personal details and in accordance with the RCVS code of professional conduct, you provide your consent for us to contact your previous veterinary surgeon to obtain your pets’ medical history, including any current medical conditions and treatments 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.

 

The online registration form is available to new customers registering for the first time. If you would like to add or amend any details to your existing account please contact our reception team.

 

Registration of new clients is at the discretion of the Directors.

 

Payments

Being an independent veterinary practice, we aim to deliver the best possible service with a transparent, fair and competitive pricing policy. Payment is therefore required at the completion of our services, thus allowing us to maintain competitive fees.

 

We accept cash and all major debit and credit cards, excluding American Express.  Unfortunately, we cannot accept cheques from first time clients.  All veterinary surgeons carry a card terminal to process transactions when mobile.

 

We do recognise that there will be exceptional circumstances where emergencies occur and payment at the time will not be possible. Naturally, such scenarios will be taken into consideration.  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 of invoices after 45 days may result in further action being taking, including passing of the debt to a debt collection agency or recovery through court action where additional costs will be incurred.

Any client cheques that are returned to us by our bank as unpaid, will incur an additional £10 fee to cover bank changes incurred and we reserve the right to refuse any further cheques in payment of the client’s account.

 

For invoices to be claimed against pet insurance, it is the responsibility of the client to initially pay for treatment and then to be re-imbursed by the insurance company. See the Pet Insurance section below for more details.

 

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

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 clients.

 

Inability to Pay

If, for any reason, you are unable to settle your account as specified above, we ask you to discuss the matter as soon as possible with a director or Practice Manager. Very occasionally, instalments or part-payments of any account may be sanctioned with the express permission of either a director or the Practice manager.

 

Medication & Prescriptions

We comply with the Royal College of Veterinary Surgeons guidelines regarding the dispensing of medicines, therefore we can only provide repeat prescriptions to animals ‘under our care’.

 

The general policy of this practice is to re-assess an animal requiring repeat prescriptions every three months, but this may vary with individual circumstances. The standard consultation fee applies. General health checks should be carried out every 6 months (or sooner if requested) and flea/worm checks every 12 months. This is in the interest of your animal’s health and is a legal requirement. 

 

Repeat Prescriptions

Our repeat prescription service ensures your pet receives prompt treatment when you need it. We are extremely diligent in ensuring your medication is correctly ordered and dispensed by one of our trained nurses before the dose is checked and signed off by one of our vets. For these reasons we advise 48 hours notice when requesting a repeat prescription for collection at the surgery or 96 hours if you need it delivered.

 

Written Prescriptions

You may purchase veterinary medicinal products either from us or from another pharmacy, in which case a written veterinary prescription is required – these are available on request. A written prescription is chargeable to cover the administrative cost, the time taken to write the prescription and the veterinary expertise associated with deciding on adequate doses & strengths of medication.

 

A written prescription may not be appropriate if your animal is hospitalised or immediate treatment is necessary.

We can only issue a written prescription for a 3 months supply of medication and do not issue repeatable prescriptions, they are for single use only.

Written prescriptions for controlled drugs, such as Epiphen, Gabapentin, Tramadol and Traleive, can only be issued for a 28 days supply of medication and is only valid for 28 days from the date of issue.

 

On occasion you may be required to sign an “off licence” consent form for use of medication which is not licensed for use in the species it is dispensed for (e.g. human medications prescribed for pets).

 

General Veterinary Advice

We are unfortunately unable to answer queries relating to animals who 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 medical history and experience of treating your animal.

 

Pet Insurance

For invoices to be claimed against pet insurance, it is the responsibility of the client to initially pay for treatment and then to be reimbursed by the insurance company.

 

Only on rare occasions and by prior arrangement will we defer payment from the client on completion of treatment.  Providing the insurance company has agreed in principle to settle the claim with   the completion of a pre-authorisation form; the claim will then be paid directly to The Mobile Vet.  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.

 

Treatment

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

 

All fees, medicinal products, pet food and retail products are subject to VAT.  You can request a detailed VAT invoice for all payments made.  All prices quoted include VAT.

 

In the event that the veterinary surgeon is unable to contact me whilst treating your pet, I understand the veterinary surgeon will act in the best interest of my pet. 

 

You are responsible for the charges incurred when we are diagnosing and treating your pet, even if your pet is brought in on your behalf by a relative, friend or agent (e.g. pet sitter, kennels or cattery).  We cannot accept instructions from anyone under the age of 18 years.  We will assume that they have your authority and are acting in your interest and on your behalf, unless you have previously notified us to the contrary.

 

We will happily provide a written estimate with the probable costs of treatment. However, please bear in mind that this is an estimate and often a pet’s illness will not follow a conventional course and complications may arise giving rise to additional costs. We will try to contact you if we believe the treatment costs are going to exceed the estimate provided, however if we are unable to contact you, we will treat your pet as is necessary for the prevention of pain or suffering for which additional fees will be incurred. 

 

In some cases, where fees are substantial and your pet is likely to remain in the practice for ongoing care, we reserve the right to request an interim payment or part payment in advance of the final invoice.

 

Ownership of Records, X-Rays and Laboratory Results

The care given to your animal may involve making some specific investigations, for example taking blood samples, X-Rays or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, the resulting records, clinical or otherwise, remain the property of the practice.   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 (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 depending on the day and time of the visit. Any investigations out of hours will be performed at the surgery.

 

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.

If you are currently registered with another veterinary practice and are unhappy with the treatment being given to your pet, we can arrange for one of our veterinary surgeons to give you a second opinion.  However, we cannot provide a second opinion if your pet is hospitalised at another veterinary practice.

 

Complaints

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.  

 

Feedback

We love receiving your feedback and will always act on any we receive, whether positive or not. You can either telephone, email or post your feedback to us - we look forward to receiving it.

 

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.

 

Privacy Policy

Mobile Vet Ltd is committed to protecting and respecting your privacy. This policy (together with our Terms and Conditions) 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 policy 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, Watergate Road, Newport, Isle of Wight PO30 1XP

 

Your consent

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.

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.

 

Your rights

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.

 

Cookies

In order that we can monitor and improve the website, we may gather certain information about you when you use it, including details of your domain name and IP (Internet Provider) address, operating system and browser. A cookie is an element of data that a website can send to your browser, which may then store it on the hard drive of your computer. Cookies allow us to understand who has seen which pages and advertisements on the website and to make the website more user friendly. We use cookies so that we can give you a better experience when you return to the website. Most web browsers automatically accept cookies. You do not have to accept cookies and you should read the information that came with your browser software to see how you can set up your browser to notify you when you receive a cookie. This will give you the opportunity to decide whether to accept it or not. We may also use cookies to provide you with customised information from the website.

 

Access Rights

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: Practice Manager, The Mobile Vet, Watergate Road, Newport, Isle of Wight PO30 1XP and include your email address.

 

Changes to our Privacy Policy

Any changes we may make to our Privacy Policy in the future will be posted on our website and, where appropriate, notified to you by email. We encourage users to frequently check the website for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

 

 

 

If you have any queries about data protection, please contact us on 01983 212999 or email: admin@mobilevetsurgery.co.uk