Terms and Conditions of Business

Thank you for entrusting the care and attention of your horse to Milbourn Equine. This letter details our Practice Terms and Conditions. Please ask for further explanation or clarification if required.

FEES

All fees and drug charges are subject to VAT at the current rate. Fee levels are determined by expertise, time spent on a case, procedures, drugs, materials, consumables, etc. Our written fee list is available on request. We provide a detailed invoice for every transaction that is made.

SETTLEMENT TERMS

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 will be levied in respect of costs incurred in collecting the debt. We apply a surcharge of 3% on overdue payments.

METHODS OF PAYMENT

We can accept the following methods of payment

ESTIMATES OF TREATMENT COSTS

We can provide a written 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.

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 staff, 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 partners or practice manager of Milbourn Equine.

PET/HORSE HEALTH INSURANCE

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 staff. 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 partner of Milbourn Equine and your insurance company. Our reception team are happy to assist you with any insurance queries.

COMPLAINTS & STANDARDS

We hope that you never have recourse to complain about the standards of service received from Milbourn Equine. However, if you feel that you have a problem, please direct your comments in the first instance to Rita Dingwall (Group Practice Manager), Milbourn Equine, Springfield Surgery, Cranbrook Road, Hawkhurst, Kent, TN18 5EE. A response to this will be sent within 14 days of receipt.

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 summary of 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 will be made.
No addition or variation of these conditions may be made unless agreed in writing and signed by one of the practice partners.
We look forward to meeting you and your animals and if we can be of any assistance, please do not hesitate to contact us.

August 2011