Please read the following important terms and conditions before you seek any services from us for your animal or buy anything from us. By accepting services from us or buying something from us, you are accepting to be bound by the terms and conditions. Please let us know if you would like us to explain any element of the terms and conditions to you.
1.1 Who we are.
We are an independent veterinary practice who provides veterinary care to animals in and around Kingslcere, Hampshire. Our company name is Kingsclere Vets Limited and our company number is 13799297.
1.2 Our contact and company details.
You can contact us directly using the details set out below:
Address:
Kingsclere Veterinary Surgery
Coldridge House
Kingsclere Business Park
Newbury RG204SW
Email: hello@kingsclerevets.co.uk
Phone number: 01635 896 330
1.3 How we may contact you.
If we need to contact you, we will do so using the telephone or email address provided to us. Phone calls are recorded for training and monitoring purposes.
1.4 “Writing” includes emails.
When we use the words “writing” or “written” in these terms this includes email.
2.1 You can register with us online, in our practice or via telephone.
If you register with us online, in our practice or via telephone, our acceptance and confirmation of your registration will result in a contract forming between you and us based on these terms.
2.2 You can end your contract with us at any time.
When your contract with us ends, you will be responsible for collecting your animal from us (if it is in our care) and for paying any outstanding payments to us. To end your contract with us, please let us know using the contact details set out in paragraph 1.2 above.
3.1 Royal College of Veterinary Surgeons (“RCVS”) Code of Professional Conduct.
The RCVS regulates veterinary surgeons in accordance with the Veterinary Surgeons Act 1966, to protect the public interest and to safeguard animal health and welfare. We will always provide our services in line with this Code.
3.2 Veterinary services will be provided by suitably trained and/or qualified staff.
This will depend on the nature of the veterinary service to be provided in each instance. Veterinary services may also be provided by or with the involvement of other staff as part of their training and development (such as student vets, nurse and animal care assistants) under the supervision of a suitably trained and/or qualified member of staff involved in the care of your animal.
3.3 We aim to agree a treatment plan with you following an initial consultation in advance of any further treatment.
However, we reserve the right to provide such veterinary services as are reasonably necessary, in the professional judgement of our staff acting in the best interest of your animal, without first agreeing a treatment plan with you (such as in an emergency).
3.4 We can accept and rely on instructions and information from your representatives who bring your animal to our practice.
This includes, for example, your family members, pet kennels and pet sitters. You can contact us at the address, email address or phone number above to let us know who is authorised or not authorised to represent you. We reserve the right at our discretion to refuse to accept instructions from them (such as if they are under 18 years old or we reasonably believe that they are not authorised to represent you) or to require proof that they are authorised to represent you.
3.5 We provide our own out of hours services.
Our ordinary business hours are 8am-6pm Monday to Friday. If your animal requires treatment outside of these hours, there is an additional out of hours surcharge. Where your animal requires an overnight stay, we will discuss this with you in advance and the additional cost.
3.6 House visits.
In special circumstance we can arrange a house visit to treat your animal which must be arranged prior to the appointment time. If we think it is in the animal’s best interest to come into the surgery we may not agree to a house visit but will discuss this with you in advance to ensure we provide the best possible care for your animal. In rare circumstances we may refuse house visits for example if the location is too far to travel.
3.7 We reserve the right at our discretion to decline to provide veterinary services.
You are free at all times, at your own cost, to seek or request a second opinion on or concerning any veterinary services that we have provided.
3.8 We are not responsible for delays outside our control.
If our supply of the veterinary services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
3.9 Your animal’s medical records are our property.
This includes test results, x-rays, MRI scans and ultrasounds. You may ask us to provide a copy of your animal’s medical records to another veterinary service provider (such as an out-of-hours service or if you are moving to another veterinary practice) by sending us a written request to the address or email address above. We will process your request within a reasonable period of time. We reserve the right at our discretion to charge a reasonable fee for doing so, and may require that you pay that fee and any other outstanding sums before doing so.
4.1 Prescriptions may only be issued by our staff who are qualified and authorised to do so.
Repeat prescriptions may only be issued if a member of staff who is qualified and authorised to do so has authorised that you may request repeat prescriptions. We may, at our discretion, refuse to issue prescriptions for animals that are not registered with us as being exclusively under our care.
4.2 Prescriptions may only be issued following a clinical assessment of your animal.
We may, at our discretion, require an updated clinical assessment of your animal before issuing a repeat prescription – please make your request in sufficient time to be able to arrange an updated clinical assessment if required.
4.3 We may charge you to issue written prescriptions or repeat prescriptions.
Those charges are necessary to cover, for example, the time, responsibility and professional insurance costs involved. We will advise you of the costs before issuing a written prescription.
4.4 You may choose to have prescriptions dispensed by our practice or by another veterinary practice, clinic or pharmacy.
If you choose to have your prescription dispensed by our practice, we will advise you of availability and costs before dispensing any medicinal or pharmaceutical products. You are responsible for collecting it from our practice.
5.1 We take the health, wellbeing and safety of our staff, our clients and animals in our care very seriously.
We therefore take a zero-tolerance approach against intrusive, offensive, violent or aggressive behaviour.
5.2 We have the right to refuse to provide services.
We reserve the right at our discretion to decline to supply veterinary services, to ask you to leave our premises and/or to terminate our contract with you if you or any person accompanying or connected with you engage in any such behaviour, whether in our practice or when speaking to our staff via telephone, email or through our website.