1. Introduction
Thank you for entrusting the care of your beloved pet to our home visiting emergency veterinary service. We understand that emergencies can be distressing, and we are dedicated to providing immediate care to your pets in the comfort of their own homes. These terms and conditions outline our commitment to delivering professional veterinary services to you during out-of-hours, including nights, weekends, and bank holidays
2. Definitions
2.1. When the following words in capital letters are used in these Terms (as defined below), this is what they will mean:
3. Service Contract
3.1. These terms constitute the agreement between our service and you, the pet owner.
3.2. Please carefully review these terms before accepting our services.
3.3. The dispatch of our veterinarians to your home implies immediate acceptance of service. If, for any reason, we cannot provide the necessary care, we will inform you promptly, and no payment will be required. We will, however, make every effort to suggest alternative service providers if necessary.
3.4. When accepting our services, we will provide you with:
3.4.1. Comprehensive information about the care your pet will receive.
3.4.2. An estimated fee for the services.
3.4.3. Contact details for discussing the services with us.
3.5. We will confirm the services and the initial consultation fee with you.
3.6. When you make receive a call confirming your consultation, you will be considered to have accepted these terms, and the contract between you and us will be established. Any cancellation of services after this point may result in travel fees being applied which you are liable to pay.
3.7. In cases of urgency or emergencies where we provide services before payment, you will be deemed to have accepted these terms, and the contract between you and us will come into effect.
4. Fee Estimate
4.1. After our veterinarian arrives and examines your pet, we will discuss viable treatment options and provide recommendations.
4.2. We may inform you of the initial consult fee over the phone before traveling to your location or upon examination at your premises. This excludes any treatment or medication provided.
4.3. We will make reasonable efforts to provide you with a verbal estimate before commencing the services.
4.4. Please note that due to the nature of veterinary services, the fee estimate may be approximate, and you acknowledge that you are responsible for all fees, regardless of any variations from the estimate. We will provide you with written information about our services, fees, and any changes as per the RCVS Professional Code of Conduct.
4.5. All fees, including those for drugs, medication, or other items, are subject to VAT at the prevailing rate.
5. Deposit and Settlement Terms
5.1. We will inform you of the consultation fee estimate over the telephone before your arrival at your premises.
5.2. The balance of the fee estimate becomes due and payable on-demand after the vet has been dispatched or at the end of the consultation.
5.3. After due notice, any unpaid accounts will be referred to our debt collection agency and further charges, such as for the production of reports, correspondence, court fees, attendance at court and phone calls will be levied in respect of costs incurred in collecting the debt.
5.4. In certain cases, additional fees may apply due to unforeseen complications or prolonged treatment, and you accept that we may charge these additional fees.
6. Direct Insurance Claims
6.1. All fees must be paid in full at the time of consultation.
6.2. We must establish the existence, scope, and validity of your insurance policy. Additionally, you will be responsible for any excess and outstanding fees if your insurance company declines or fails to settle the claim within 45 days.
6.3. We may process direct insurance claims only if certain criteria are met.
7. Instructions from Third Parties
7.1. In certain situations, emergency treatment may be sought by someone acting as your agent. We will assume that third parties have authority to make decisions regarding the treatment of your pet.
7.2. However, we cannot accept instructions from anyone under the age of eighteen (18).
7.3. As veterinary surgeons, we have professional duties, and in exceptional circumstances, we reserve the right to make final decisions in the best interest of animal welfare.
8. Ownership of Records
8.1. As part of our services, we may need to perform investigations, including ultrasound scans. Even though we may charge fees for these investigations, ownership of the resulting records, remains exclusively with us.
8.2. Copies of our investigations will be provided to your primary veterinary surgeon for their records.
9. Data Protection
Please review this section carefully.
9.1. By entering into this contract, you consent to us processing your personal data in accordance with these terms.
9.2. We will process your personal data only as necessary to provide our services and not for any other purposes.
9.3. Your personal data may be used for various purposes, including fulfilling our obligations, processing payments, and contacting you regarding your pet's treatment. We may also share information with third-party debt recovery agents if you are unable to pay fees.
9.4. We may retain phone calls, emails, and other information for the purposes outlined in this section.
9.5. Information received from other sources may be combined with the data you provide to us.
9.6. Please see our detailed Privacy Policy for more information
10. Our Liability to You
10.1. Our liability is limited to material loss or damage resulting from our breach of these terms or negligence. We are not responsible for unforeseeable or remote losses.
10.2. Our total liability is limited to the fees payable by you as stated in the most recent fee estimate.
10.3. We are not liable for any loss of profit, business interruption, or business opportunity. However, we do not exclude or limit our liability for certain matters, such as death or personal injury caused by our negligence.
11. Events Outside Our Control
11.1. We are not liable for any failure to perform or delay our duties caused by events outside our control, including adverse weather conditions, strikes, road and traffic conditions or natural disasters.
11.2. In such cases, we will notify you and advise you of alternatives.
12. Complaints
12.1. For formal complaints, please contact us via email at contact@emergency-home-vet.com, and we will acknowledge receipt within two business days.
12.2. We aim to respond to formal complaints within twenty-eight business days. Additional time may be required for complex issues.
13. Information About Us and How to Contact Us
We are VetoAdom UK, trading as Emergency Home Vet, registered in England. You can visit our website for more information and contact details.
14. Other Important Terms
14.1. We may transfer our rights and obligations under these terms to another organization, but we will notify you in writing if this happens
14.2. This contract is between you and us, and no other person has rights to enforce its terms.
14.3. Each clause in these terms operates separately, and any unlawful clause does not affect the remaining terms.
14.4. Failure to enforce any obligation does not waive our rights.
14.5. We may vary these terms with your agreement in writing.
14.6. These terms are governed by UK law, and any disputes will be subject to UK courts.
15. Price Confirmation
15.1. We understand that the pricing for our services may vary depending on the specific needs of your pet. To ensure transparency and clarity, we will send you a text message to confirm the final price of the consultation and travel after the visit has been booked.
15.2. The text message will include the confirmed fee for the services and any additional charges, if applicable.
15.3. Upon receiving the text message, you will have the opportunity to review and acknowledge the final price before we proceed with the services.
15.4. We encourage you to contact us if you have any questions or concerns regarding the confirmed price.