We cannot accept instructions from anybody under the age of 18 years old. We will require a Parent/Guardian to register for anyone under this age. In some situations we understand you may wish to instruct someone to be your agent, such as the stable manager or stable owner. Please advise us in writing, from yourself, that the appointed person has your authority and can act in your interest, on your behalf. Request for any account details to be changed must be made by the account holder.
Information pertaining to pre-purchase examinations remains the property of the purchaser instructing the Practice. Payment for pre-purchase examinations is due in FULL, at the time of the BOOKIN, prior to the visit in all circumstances. Any additional work carried out at the pre-purchase examination will be invoiced after the visit and will be PAYABLE ON INVOICE.
In order to comply with the RCVS regulations, we cannot supply medication on prescription without first seeing the animal. We do not treat horses intended for human consumption. Repeat prescriptions can only be given if the animal is under the actual care and attention of the attending Veterinary Surgeon. We reserve the right in certain circumstances, to re-examine the animal before prescribing medication. An administration fee is chargeable for each prescription.
An insurance administration fee is charged for insurance claims. We reserve the right to increase this fee. Both your insurance administration fee (a one off payment per insurance claim/case) and excess fee must be paid PRIOR TO US BEGINNING YOUR CLAIM. Excess payments are not due if you are being paid directly by the insurance company. In these cases, ALL invoices will be due for payment as per our usual Payment Terms.
All UNINSURED invoices will be due for payment as per our usual Payment Terms, irrespective of insurance company payment methods. PRE-AUTHORISATION from the insurance company will be required before a claim will be agreed for processing. Once an insurance company has formally authorised payment direct to us, the insurance invoices and invoices forming part of a continuation for that particular claim, will not be due for payment by the client. We will endeavour to complete insurance forms as quickly as possible, however it is your responsibility to send in your continuation forms and to liaise with your insurance company to ensure prompt payment of ongoing claims. Should the insurance company, for any reason refuse or delay payment of your claim by the due date, you will remain liable for any payment of the insured invoices as per our 30 days from Statement Date Payment Terms.
Whether you are insured or not, the ultimate responsibility for payment always rests with you as a client.
You may arrange for a second opinion at any time, 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 radiographs and ultra-sonographic scans, but at your request, these can be forwarded to another Veterinary Surgeon once they have been paid for in full.
Out of Hours
Out of hours is when the Veterinary Surgeon visits your horse out of our normal office hours, which are 8am to 6pm Monday to Friday.
Emergency Visits are charged separately.
PAYMENT AND CREDIT TERMS
Upon registration, we ask you to complete and sign our Registration Form. You will be asked for payment in ADVANCE until the form has been signed and returned. As a newly registered client, we require payment for any treatment either in advance or within 5 WORKING DAYS (at our discretion) from the date the invoice is sent to you. Invoices will be sent as soon as they are generated. We reserve the right to suspend your account if a payment is not received within the designated time period. Once we are satisfied that a suitable credit rating has been built up, you will be placed on a standard account and our normal payment terms will apply. Credit is always offered at our discretion and may be retracted at any time.
As a returning client, we will re-activate your account and respectfully ask you to pay for the first treatment IN ADVANCE of your first visit. We will also ask you to sign and return the latest copy of our Registration Form. You will need to pay IN ADVANCE until the form has been returned when you may revert back to your previous status and credit limit, unless we do not deem this appropriate in the circumstances. Credit is only offered at our discretion.
Statements for ALL UNINSURED and INSURED invoices for all veterinary treatment and medicines are automatically issued on a monthly basis. UNINSURED invoices should be settled within 30 DAYS OF THE DATE OF THE STATEMENT DATE or sooner if your Credit Limit has been exceeded (an Instalment Payment Plan can be discussed with the Accounts Department). By giving instruction, either in person or by your agent for an animal to be treated, you will be responsible for our charges. On occasion, we may incur costs on your behalf such as tests performed at outside laboratories; these will be invoiced to you at a later date. Drugs dispensed to clients via the office whether that be collected in person or by post, must be paid for AT THE TIME OF ORDERING. This includes repeat prescriptions and non-POM drugs. Drugs ordered that are part of an insurance claim, may only go on account for those clients passed the Probation Period.
Instalment Payment Plans
When a client requests an Instalment Payment Plan, we will ask you to authorise regular payments to be taken from your credit/debit card on a convenient day of the week/month. You will be required to pay for any ongoing or new treatment IN ADVANCE during the instalment payment period depending on the payment terms.
We do not usually offer BACS payment options for instalment payment plans as they are difficult to monitor. Missed payments will result in immediate suspension of the account, whilst we attempt to contact you to arrange for payment. Once an Instalment Payment Plan is complete, you may be asked to pay IN ADVANCE or within 5 WORKING DAYS of the date the invoice is sent to you, for further treatment in order to re-build the credit rating on your account.
Payments can be made by BACS, cheque, cash, credit/debit card, or on-line at www.shotterandbyers.co.uk and Pay an Invoice. Cash will only be accepted following authorisation by a Partner. A receipt will be issued for cash by the attending Vet. Payment by credit/debit card can be made by telephone by contacting the Office on 01306 627706.
We reserve the right to charge interest on overdue accounts at a rate of 2.5% per month, above the Bank of England base rate, compound. If the involvement of a third party debt agency or The County Court becomes necessary you will be responsible for all agency / collection fees incurred.
Non–Payment/ Overdue Accounts
Queries on your account must be raised to the Practice, in writing WITHIN 30 DAYS OF THE STATEMENT DATE. The Practice reserves the right to insist that any further treatment be paid for IN ADVANCE, at the time of booking, if you fail to comply with our Payment Terms. THE PRACTICE RESERVES THE RIGHT TO SUSPEND YOUR ACCOUNT, IN THE EVENT YOUR ACCOUNT REMAINS UNPAID BEYOND 60 DAYS FROM THE STATEMENT DATE. In the event of CONTINUED NON-PAYMENT of your account, the Practice reserves the right to only provide BASIC FIRST AID AND PAIN RELIEF TREATMENT. Should your account be passed to our debt collectors, a Suspension of Service letter will be provided giving 7 days’ notice and may require you to find another Veterinary Practice to take over the care of your animal.
We welcome feedback both positive and negative. If you have something to tell us, be it positive or negative, please feel free to complete a feedback form on the website or contact us by telephone, letter or email to firstname.lastname@example.org. We will always investigate concerns raised and provide a full explanation of any discrepancies. In the first instance, we would invite you to contact the Practice to see if your complaint can be resolved by speaking with one of the members of the Support Team. If a member of the Support Team is unable to resolve your discrepancy, our Operations Manager, Rachel Collins will get in touch you as instructed by a member of the Team. You can also send your discrepancy by email to email@example.com.
Complaints will be fully assessed and the persons concerned may be contacted to investigate further. If we do not identify an issue of conduct, we will not investigate the complaint further. Where possible we aim to respond in full to all complaints within ten working days of receipt. More complex cases may need 20 working days.
A Partner will investigate any concerns relating to the clinical care or treatment of horses and/or concerns regarding a Veterinary Surgeon’s communications. Partners may also investigate concerns relating to non-clinicians or the delivery of non-clinical services, or they may ask other members of the Management Team to do so.
If you are not happy with the response to your complaint, you may request that it be dealt with by a different Partner. We will then request a further 14 working days to consider the matter further and provide our final response.
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.