Terms and Conditions of Business
Thank you for entrusting the care and attention of your horse, pony or donkey to Milbourn Equine. This details our Practice Terms and Conditions. Some aspects of the Terms and Conditions may not be relevant to you. Please ask for further explanation or clarification if required.
All fees and drug charges are subject to VAT at the current rate, unless specifically exempt. Fee levels are determined by expertise, time spent on a case, procedures, drugs, materials, consumables, etc. We provide a detailed invoice for every transaction that is made and we are happy to explain your invoice if required.
Zone Visit fees: All zone visits will incur a visit fee of £10 including VAT providing payment for services received is made at the time of treatment. (Payments not made at the time of treatment will incur a fee of £27.50 incl. VAT). A specific time of visit or vet cannot be requested on a Zone Visit. Zone visits that are cancelled on the day of the zone visit will be charged for, at a cost of £27.50 including VAT.
METHODS OF PAYMENT
We can accept the following methods of payment
- CASH at branches of Hawkhurst, Rye and Ashford
- CHEQUE with current Banker card at branches of Hawkhurst, Rye and Ashford
- CREDIT/DEBIT CARD – Switch, Solo, MasterCard, Visa, Delta*
- BACS to Lloyds. Sorting Code: 30-90-28 Account No: 69231668
- Unfortunately we do not accept American Express
ESTIMATES OF TREATMENT COSTS
We can provide a printed estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often an animal’s illness will not follow a conventional course.
BEFORE performing any test or procedure(s) on your animal we will ask you to sign a consent form. This form is a record of an agreement made with us, for us to treat your animal and what is involved along with any likely consequences. The authorising signatory may be that of an agent if the client is unavailable to sign (providing the owners’ permission has been given).
Any signatories MUST be over the age of 18. Along with authorising treatment the signature also gives agreement to pay for the treatment within the agreed timescale.
Estimates can be given (see above).
If you require a copy of your consent form please ask a team member on admission to the clinic.
As a veterinary practice we have an obligation to use veterinary UK licensed medicines wherever possible. The dosage of all medications is carefully calculated and given in accordance with the manufacturer's guidelines. There are certain situations where the best treatment for your animal may require the use of medicines which do not hold an appropriate licence for the species concerned. In this case we might therefore recommend using such a medication ‘off licence’ but these will be prescribed in accordance with the cascade. The cascade is a sequence that all veterinary surgeons must follow when treating animals. For more information on the cascade please visit our website.
Our use of off licence medications will be based upon our knowledge of the use in animals and an assessment of the risks and benefits involved. These medicines will only be used when they are indicated and deemed necessary and no licensed alternative exists. You will be asked to sign an off licence consent form to indicate your agreement to use the off licence medication.
Returned Medicines Policy:- The British Veterinary Association Code of Practice on Medicines (2000) states: “Once stock has been dispensed, it should not be accepted back into the dispensary. No returned goods should be offered for resale because there may have been problems with storage conditions beyond the veterinarian’s control.” This means that we are unable to refund the cost of medication when returned but will be happy to dispose of any unused medications on your behalf.
If your animal is on long term medication and you require a repeat prescription, we request that wherever possible you contact your local branch of Milbourn Equine at least 24 hours prior to collecting the medication or prescription. This will enable the veterinary surgeon to authorise the prescription medicines and for them to be prepared and made ready for collection. In some cases it is necessary for us to order certain medication from our veterinary wholesaler, in which case at least 24 hours notice is helpful. You are able to make a medication request or order any supplies you may require online, by telephone, or by popping in to your local branch.
Please remember that by law in order to comply with the RCVS legal requirements, it is necessary for us to re-examine your animal from time to time before issuing further medication. This enables us to review your animal’s progress with you and make sure the treatment is effective. The time interval between these examinations will vary depending on the nature of the condition being treated and the medication prescribed. Please ask a member of our team for the current cost of a medication review. We apologise for any inconvenience this might cause, but the monitoring of any ongoing illness is essential for your animal’s best health. We will inform you if we need to examine your animal or if we require a little more time to obtain the items required.
Written prescriptions for Prescription Only Medicines, Category V (POM-Vs) are available on request for animals under our care to enable you to obtain the medicines from another veterinary surgeon or pharmacy. Please ask a member of our team for the current cost of a written prescription and any additional items. We do however advise a written prescription may not be appropriate either if the animal is being treated in the clinic or it will delay treatment in certain cases.
Payment is due within 14 days of the date of the invoice. Overdue accounts will be transferred to our Debts Collection Agency after due notice to you, and further charges of up to 25% of the value of the debt will be levied in respect of costs incurred in collecting the debt. We apply a surcharge of 3% (compound interest) on overdue payments at the end of each subsequent month whilst the account remains unpaid.
Failure to pay may result in Milbourn Equine only providing first aid and pain relief under these circumstances. A letter giving 7 days notice to find another Veterinary Practice to take care of your animal may also be sent if we feel that the trust between the veterinary practice and client has broken down.
INABILITY TO PAY
If, for any reason, you are unable to settle your account as specified, please discuss the matter as soon as possible with a member of our team, so that we can try and help. Please note that instalments or part-payments of any account may only be sanctioned with the express permission of the Directors or Group Practice Manager of Milbourn Equine.
Milbourn Equine strongly advises insuring your horse against illness, accidents and taking out third party cover. Please ask for details about insurance from any member of our team. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your insurance company.
Direct claims can only be made following pre-authorisation in advance from a Director of Milbourn Equine and your insurance company. Please ask our office team for assistance with your insurance claim.
COMPLAINTS & STANDARDS
We endeavour to be an approachable caring service. We will provide the best care and attention possible for you and your animals. If any aspect of our service fails to meet your expectations or you have any suggestions as to how we can improve our service, please contact our Group Practice Manager Sarah Startup Kingsnorth Veterinary Centre, Ashford Road, Kingsnorth, Ashford, Kent TN23 3EA. A response to this will be sent within 14 days of receipt.
We will occasionally send you emails to notify you about our latest news in our quarterly newsletter or other information we believe may be of interest to you via text or email. If you would rather not receive these communications then please do let us know and we will amend your communication preferences. Alternatively there is an ‘Unsubscribe’ option at the bottom of our emailed newsletters. We work hard to make sure that we use any information you provide us with, in ways which you have approved. Any personal information collected from any Milbourn Equine forms is only used by Milbourn Equine and not passed on to any third parties. This is in accordance with the Information Commissioner’s Office with whom we are registered with.
OWNERSHIP OF RECORDS
Case records including radiographs and similar documents are the property of practice, and will normally be retained by the practice for a minimum period of 7 years. Copies with a full clinical history will be passed on request to any Veterinary Surgeon taking over the case. Where any significant expense is involved in providing such copies, as there might be, for example, with the provision of radiographs, a charge may be made.
REFERRALS AND SECOND OPINIONS
On some occasions it may be necessary to refer your animal to another Veterinary Surgeon. Milbourn Equine has visiting referral consultant and specialist Veterinary Surgeons for a variety of surgical, soft tissue and ophthalmology cases but occasionally we may need to refer to an outside referral veterinary practice.
This is normally only necessary if the condition requires specialist knowledge or facilities that are not available in the practice (for example MRI facilities) or colic surgery is required. Second opinion appointments can be requested either to see another Veterinary Surgeon within Milbourn Equine or to another veterinary practice. These are sometimes requested if a client wishes to confirm a diagnosis or obtain a different veterinary opinion. In all cases we will on request provide a full clinical history to the requesting Veterinary Surgeon.
Client Survey Free Prize Draw
If you have entered our client survey prize draw, winners are selected at random annually. You will be contacted to inform you if you have won the prize of a voucher to spend on Milbourn Equine services.
How It Works
Introduce a friend to Milbourn Equine Vets by giving them one of our 'Introduce a Friend' cards or leaflets with your details completed. You can pick these up in Reception or download a form here.
Your friend then completes their required details, registers with Milbourn Equine and returns the completed card to Reception or to the Vet. We will then apply a £10 discount off their first visit providing there is a minimum spend of £50. We will then apply £10 credit to your account accordingly.
Terms And Conditions
Your friend must not be a registered client of Milbourn Equine Vets already or previously registered with Milbourn Equine.
A minimum spend of £50 must take place.
You can introduce as many friends as you like.
Voucher must be presented at time of visit or at time of payment for the discount to be applied.
Not to be used in conjunction with any other offer.
Valid until 31st December 2017.
No addition or variation of these conditions may be made unless agreed in writing and signed by one of the practice Directors.
We look forward to meeting you and your animals and if we can be of any assistance, please do not hesitate to contact us.