Blaircourt Equine Veterinary Clinic Ltd
Directors: Mark Meter BVSc MRCVS, Patrick Traill BSc BVSc MRCVS & Ralph Hege DVM MRCVS
Registered Office: The Barns, Crows Lane, Woodham Ferrers, Chelmsford, Essex, CM3 8RR
Tel. 01245 429025, Fax. 01245 329015, www.blaircourt.com
TERMS & CONDITIONS OF TRADING WITH EFFECT FROM 11th SEPTEMBER 2017
1. ESTIMATES AND COSTS OF TREATMENT
We are happy to provide verbal or written estimates of the probable costs of your animal’s treatment. This is not a quotation. Please bear in mind that
some conditions do not respond to treatments as predicted and any ongoing costs will be discussed prior to further treatment.
2. PAYMENT PERIOD
All fees incurred at the pet clinic for small animals must be settled at the time of treatment.
All routine and a selection of elective equine procedures must be paid for at the time of the booking.
Any pre-ordered medication that is being dropped to your yard or posted to you must be paid for at the time of ordering. Medications served over the
counter must be paid for at the time of collection at the clinic.
Non-routine treatment on account will only be available to clients who have a known credit history and will be at the discretion of the vet or practice
All invoices must be paid in full within 14 days of the invoice date.
3. CHARGES ON LATE PAYMENT
We reserve the right to apply a late payment administration fee of £18.00 inclusive of VAT every 14 days until the full balance is cleared.
4. PURSUIT OF DEBT
Any debt outstanding for longer than 60 days from the invoice date will be passed to a debt collection agency. This will incur an administration fee of
£40.00 inclusive of VAT and a 20% surcharge will be added to all balances referred.
5. NOTIFICATION OF QUERIES AND COMPLAINTS
Notification of queries and/or complaints must be notified to the veterinary practice, verbally or in writing, within 14 days of the invoice date. The
veterinary surgeon or practice manager will respond within 14 days of receiving the complaint, either verbally or in writing.
For details regarding equine insurance please refer to our separate ‘Making an Equine Insurance Claim Guidelines’ sheet attached.
We are happy to help with processing insurance forms for all small animal insurance claims, but they must be signed by the policy holder. If we have
agreed to accept payment direct from your insurer, please contact them regularly to ensure they are in receipt of all the necessary information to proceed
with your claim. You should ensure that your policy payments are up to date and that you are aware of any pre-existing conditions or exclusions on your
policy. Any accounts not settled by your insurer within 45days of submission date must be settled immediately by yourself.
In the event of a default of this Agreement, these Terms and Conditions of trading shall be governed by law under English jurisdiction.
8. DATA PROTECTION
With regard to using the data we have collected about you or your animal/s we will comply with the provisions of the Data Protection Act 1998. By
instructing us to treat your animal/s you automatically authorise us to use the data in the course of our work and send you details of any services and
promotions we provide. We will, unless specifically requested otherwise, pass information about you or your animal’s clinical histories and diagnostic
imagery to your insurance company or referral practices when necessary. We may also pass on personal and financial information to our debt collection
services, if required.
9. PRESCRIPTIONS AND DISPENSING MEDICATION
You can obtain the medication that your animal/s needs from us. Should you wish to purchase “Prescription Only Medication” category V (POM-V)
medication/s elsewhere, Blaircourt can issue you with a written prescription, for which there is a charge. Prescriptions can only be produced for animals
under your and our care, which have been examined within the last 6 months. The cost of such re-assessment is available upon request. A prescription
may not be appropriate for an in-patient or where emergency treatment is necessary. Ideally a minimum of 24 hours-notice must be given when ordering
any medication or prescriptions.
10. MISSED APPOINTMENTS
24hrs notice is required for cancellation of appointments in the pet clinic. Those clients who miss three appointments will receive a consultation fee.
11. THIRD PARTY ACTIONS
Blaircourt Equine Veterinary Clinic Ltd is in no way endorsing or recommending any third parties referred to on the website or contained in the
information provided by Blaircourt. Blaircourt is not responsible or liable for any third party actions.
12. TERMINATION OF SERVICES
It would be very sad if the relationship between us breaks down, or we no longer meet your veterinary needs. If this is the case, you can terminate our
services without notice. We will request that any outstanding debt on your account be paid immediately. Likewise, we reserve the right to withdraw our
services to a client who fails to settle their account on time and will inform you in writing of this. We strongly advise that you make immediate alternative
arrangements should you have an emergency situation.
13. OWNERSHIP OF RADIOGRAPHS AND SIMILAR RECORDS
During the treatment of your horse it may be necessary to carry out radiographs, endoscopy, and gastroscopy or perform ultrasound scans. The ownership of all diagnostic views remains with Blaircourt. We are happy to send these images to second opinion practices or referral clinics but they may only be used for guidance purposes.
Making an Equine Insurance Claim
This document forms section 6 of the terms and conditions of Blaircourt Equine Veterinary Clinic Ltd.
- Before authorising any investigation or treatment of your horse, please ensure that you have spoken to your insurance company and you are fully aware of what is covered on your policy.
- The following information is important and refers to each individual insurance policy. If you are unsure of anything please contact your insurance company to discuss.
- Ensure that your policy payments are up to date and that the first notification of the illness is not within the cooling off period (generally 14 days from the date you took the policy out). This is not the case for accidental injuries with extensive external wounds.
- Ensure there are no relevant exclusions on the policy – your insurance company will be able to tell you if you are unsure.
- It is important to note that if your horses’ clinical history contains any pre-existing conditions or associated conditions that may be relevant to the condition that you are hoping to open a new claim for; there is a risk that the insurer may decline your claim.
- Ensure that this condition was not picked up on at the time of the pre-purchase vetting, as a pre-existing condition.
Ensure you are able to supply sufficient vaccination and dentistry history to satisfy the requirements of your claim.
- Even if you intend to make a claim on your insurance for the cost of veterinary treatment, the costs will still be payable by you, unless we have agreed to accept payments directly from your insurance company. In this instance, the appropriate box must be ticked on the insurance form, which advises them that we are the accepting the payment from them.
- Should we not agree to direct payment from your insurers, payment terms may differ from our usual 14 days. We reserve the right to ask for full or partial payment of the treatment at the time of the treatment or upon discharge.
We are happy to submit all your invoices to your insurance company on your behalf
- If you intend to make a claim for your horse’s treatment, please notify your insurance company and obtain a claim form straight away. Complete your section and then send to us within 14 days of the commencement of the injury/illness/disease. Do not wait until the end of treatment. You will also need to pay your livery (if not covered by insurance) and your insurance excess (including any percentage excess) at the time of treatment or
upon discharge from the clinic.
- We will forward the original completed claim form and initial invoices direct to your insurer and will give copies to you for your records.
- Continuation invoices will be sent to the insurance company and again, you will receive a copy. This system applies whether we are accepting payment direct from the insurance company, or you are covering the costs yourself. Please ensure that you keep all of this paperwork together, so that you can keep a track of the amount you have claimed for.
- If we have agreed to accept payment directly from your insurer, once the claim has been submitted, please contact your insurers regularly to ensure that they are in receipt of all the information that they require, and that the claim is being processed. Please note that any accounts not settled by your insurer within 45 days of the submission date must be settled immediately by yourself.
- If your insurer chooses to decline a claim the debt becomes immediately payable by yourself.
VAT No. 102 8400 63
Last Amended: 17/05/2018
This policy, along with our terms and conditions of business, outlines the way in which personal data that we collect from you, or that you provide to us, will be stored, processed or transferred by us or agents working on our behalf.
Please read the following carefully to understand our processes regarding your personal data, how we will endeavour to handle it securely and your rights with respect to it. If you agree to the terms laid out in this policy, you must “opt-in” to receive communications from us including but not limited to marketing and client events.
For the purpose of the General Data Protection Regulation (GDPR) the data controller is Blaircourt Equine Veterinary Clinic Ltd registered in England under the company registration No. 07023390 at The Barns, Crows Lane, Woodham Ferrers, Chelmsford, Essex, CM3 8RR.
What personal data do we collect from you?
Most data is given verbally over the phone, collected on forms during admission, or during email communication directly with you. We will collect it when you use our service, when you register with us, subscribe to receive information from us or participation in social media sites, enter competitions or interact with our account and fee paying systems.
The data we may ask you to give us will include:
• Your full name, including any middle names.
• Full address.
• Email address.
• Telephone contact information.
• Credit or debit card information (for payment purposes only, these are not stored).
• Insurance details – in order to process your insurance claim on your behalf.
• Details of animals owned by you or that are in your care.
• Details of other service providers such as referral hospitals/consultants, and paraprofessionals such as farriers, Equine Dental Technicians (EDTs) or complimentary therapists.
• Any other information that may be pertinent to the services we provide for you/on your behalf.
• Photos or video which we may take for clinical evidence.
How we use your data?
• To carry out any administration arising from providing any goods or services you have employed us to perform.
• Provide you with information surrounding our services, products, client information evenings, promotions, or to offer you other goods or services that may be similar or in conjunction with a service we have supplied to you.
• Your phone number will be used to send a text reminder for your vaccination program. This is carried out by a third party provider. We may in the future also send you reminders for other services such as worming or dentistry.
• Any part of the information provided to us may be used for referral purposes, insurance processing or liaising with paraprofessionals as necessary.
• Any information may be shared with a third party debt collection agency.
• We may ask you if we can use clinical information or images to post on social media or on our website. We will contact you directly for this particular authorisation on each occasion.
• We may use some of your attendance or sales history to understand the effectiveness of our advertising, promotions or client information services we provide to you.
Data we receive from alternative sources:
Will be combined with any current data we receive directly from you for the purposes laid out above.
Cookies and you:
Our website uses third party software which may collect anonymous browsing data. Please refer to https://privacy.google.com/ for more details.
This particular information is not processed by anyone at Blaircourt Equine Veterinary Clinic.
Please note: Our website may contain links to those of third parties. If you follow the link to these you must bear in mind they have their own privacy policies and security. Blaircourt does not accept any liability for their policies.
We currently use MailChimp to securely send e-newsletters and store and manage your information.
Why are we processing your personal data?
We reserve the right to disclose your personal data to third parties in the following circumstances:
1. In the event the business is sold all data will be transferred to the purchaser.
2. If we are under duty to disclose or share your personal data in order to comply with any legal obligation. This will include our obligations for fraud protection.
3. It is necessary to process your data in order to facilitate providing the services you have asked us to provide.
4. We may process your personal data after obtaining your consent to do so in order to:
• Send you promotional information regarding goods, services, client events and professional development at our clinic.
• We may send you information regarding clinic news or changes in practice policies.
The length of time we will keep your data will be in accordance with HM Revenue and Customs, the Royal College of Veterinary Surgeons (RCVS) and any recommendations made to us by the Veterinary Defence Society (VDS).
What happens to your data when with us?
• It is stored in a secure database on secure servers and also backed up offsite with a computer software company.
• Unfortunately the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of the data transmitted on our website; any transmission is at your own risk. Once we have received your information, we have policies in place to try to prevent unauthorised access to it.
Your rights regarding your personal data:
1. The right to be informed so that you can agree to the use of your data after being provided with clear, transparent and easily understandable information about how and why it will be used.
2. The right to access free of charge (unless the request is manifestly unfounded or excessive). We will supply the data within 30 days of your request. If we refuse access, we will write to explain why. You will then have the right to complain to the supervisory authority and to a judicial remedy.
3. You have the right to have your data rectified if it is inaccurate or incomplete.
4. You have the right to have your data deleted or removed. This only applies in specific circumstances.
• Where the personal data is no longer necessary for the purpose for which it was intended.
• Where you withdraw consent.
• When there is no legitimate reason to process it.
• Where the personal data is unlawfully processed.
5. You have the right to restrict any further processing. We can still store your data but it will not be processed.
6. You have the right to obtain and reuse your data for your own purposes. There are restrictions on the imagery taken by Blaircourt, please see out T&Cs for details.
7. You have the right to complain about the way in which your data is handled or processed. You can do this with the Information Commissioner’s Office (ICO).
8. You have the right to withdraw your consent to the processing of your data at any time. This includes the consent to use your personal data for marketing purposes.