Terms and Conditions
Terms and Conditions for NEW HOPE VETS LTD
Please read our terms and conditions. We recommend that you print a copy for your own records.
“you “ Refers to the registered owner
“we” or “us” Refers to NEW HOPE VETS LTD
“Writing” includes emails or post.
| Our terms: | By buying veterinary products and services from us, in our practice or through our website, you (the registered pet owner or the individual requesting veterinary services) accept and agree to be bound by these terms. If you do not agree to these terms, then please do not buy veterinary services or products from us in our practice or through our website. | |
| What these terms cover: | These are the terms and conditions on which we supply veterinary services to you. Different terms and conditions apply if we supply veterinary services to you when you are a business. If you are a business, you acknowledge that when you register on our website, you are only registering your interest in receiving further information from us about our veterinary services, and no contract exists between us until we sign a contract on those business terms and conditions. | |
| Other terms that apply includes: |
Our privacy policy, that is found on our website. This applies when you provide us with any personal data. It explains what personal data we collect and how we use it. Our terms for Whiskered Wellness Club, may be found on our website. |
|
| Company Info: | Company Name: | NEW HOPE VETS LTD |
| Registered Address: | 49 Field Road, New Brighton, CH45 5BG | |
| Place of Registration: | England and Wales | |
| Company Number: | 1416693 | |
| VAT Number: | 423 6084 13 | |
| Email: | howcanwehelp@newhopevets.co.uk | |
| Website: | www.newhopevets.co.uk | |
| Phone: | 0151459 1595 | |
| Contact us: | You can contact us directly at the contact details detailed above. | |
| How we contact you: | We will contact you by telephone or by writing to you at the email address or postal address you provided to us when you registered with us. You are responsible to update your contact details if they change. | |
| You can register with us in person at our practice: | If you register with us in our practice, our acceptance of your registration will take place when the practice confirms to you that we have accepted your registration, at which point these terms will state the terms of the contract between you and us. These terms can be viewed at any point on our website www.newhopevets.co.uk. | |
| Register with us online: | If you register with us online, we will send you an email confirming that we have accepted your registration, at which point these terms will state the terms of the contract between you and us. An email acknowledging that we have received your registration form shall not be treated as confirmation that we have accepted your registration. | |
| PROVISION OF SERVICES | ||
| The safety, wellbeing and health of our staff, our clients and pets are extremely important to us: |
We have a zero-tolerance for any violent, aggressive, abusive, offensive or intrusive behaviour. Examples of such behaviour are:
|
|
| We have the right to refuse to supply services: | We reserve the right to decline to provide veterinary services, to ask you to leave our premises and to terminate our contract with you, if you or any person accompanying you or connected with you display any such behaviour, whether in our practice or when speaking to our staff via telephone, email, over video or through our website. We understand that people have deep bonds with their animals and outcomes cannot always be predicted or animals may not respond to treatment as hoped and that this can be upsetting and distressing. We will try to remember this, when dealing with such behaviour. | |
| SERVICES | ||
| We provide our veterinary services in line with the 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 be providing veterinary services by suitably trained and/or qualified staff: | We have a dedicated team of veterinary staff that allows us to look after your pet. Veterinary services will be provided by vets, who will oversee the care of your pet. Our nurses, student vets, student nurses and animal care assistants will be under the supervision of a qualified member of staff, when it comes to the care of your pet. | |
| We will be providing veterinary services to you during our normal business hours: | We will also provide emergency veterinary services to you outside our normal business hours either ourselves or by referring to Chestergates MiNightVet with whom we have provision for out of hours services. We may change our normal business hours from time to time – please see our website for our current opening hours. | |
| We will be providing veterinary services to you at our practice premises: | We may provide veterinary services to you at other premises where we need to access additional or specialist facilities. You must comply with any health and safety instructions that apply at those premises. We may, at our discretion, agree to provide veterinary services at your home. You are responsible for making sure that your home is safe and accessible by our staff. | |
| You are responsible for making appointments to receive veterinary services: | You can do so in person, or by contacting us at the email address, phone number or by using the online booking system on our website set out above. We do not guarantee that appointments will be available at your preferred time. You understand that if you do not make an appointment or if you arrive at the practice without an appointment, we may not be able to provide you with veterinary service at that time (for instance if the vet is in a surgical procedure, or if they are at a house call). | |
| We will normally agree a treatment plan with you following an initial consultation and 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 pet, without first agreeing a treatment plan with you such as in an emergency, where your pet’s life depends on quick intervention. | |
| We can accept and rely on instructions and information from your representatives who bring your pet 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. | |
| We reserve the right 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. | |
| 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. | |
| Your pet’s medical records (including) are our property: | This includes test results, x-rays, CT scans and ultrasounds. You may ask us to provide a copy of your pet’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 may require that you pay outstanding sums before doing so. | |
| You are responsible for arranging pet insurance: | We do not provide pet insurance or arrange pet insurance for our clients. Although you do not need pet insurance to receive our veterinary services, we recommend that our clients take out appropriate pet insurance for their pet with a reputable insurer. | |
| PRESCRIPTIONS | ||
| 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 pets that are not registered with us as being exclusively under our care. | |
| Some prescriptions may only be issued following a clinical assessment of your pet: | We may, at our discretion, require an updated clinical assessment of your pet before issuing a repeat prescription – please make your request in sufficient time to be able to arrange an updated clinical assessment if required. | |
| 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. | |
| 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 before dispensing any medicinal or pharmaceutical products. You are responsible for collecting it from our practice. | |
| ENDING THE CONTRACT | ||
| Your rights to end the contract: | You can always end your contract with us at any time. When your contract with us ends, you will be responsible for collecting your pet from us (if it is in our care) and for paying any outstanding amounts on your account. Please register your pet with another veterinary practice from the date that your contract with us ends. We are not responsible for registering your pet with another practice. | |
| Inform us that you want to end the contract: | In person: | Visit our practice and let us know that you want to end the contract. |
| By email: | Send us an email (from the email address that you have registered with us) at the email address above and let us know that you want to end the contract. Please provide your name, home address, details of your pet, your phone number and email address. | |
| By post: | Send us a letter at the address above and let us know that you want to end the contract. Please provide your name, home address, details of your pet, your phone number and email address. | |
| Our rights to end the contract: |
We may end the contract immediately at any time for any of the following reasons:
|
|
| We may end the contract at any time for any other reason: | We will write to you to let you know at least 30 days before the contract ends. Will refund any sums you have paid in advance for services which have not been provided. | |
| We may withdraw services: | We may write to you to let you know that we are going to stop providing particular services. We will let you know as soon as reasonably possible and will refund any sums you have paid in advance for services which will not be provided. | |
11. PRICE AND PAYMENT |
||
| Where practicable, we will agree a price estimate with you before providing veterinary services: | If we believe that the price estimate will be greater than estimated, when possible, we will discuss this with you and agree a revised price estimate with you before continuing to provide veterinary services. However, we reserve the right to supply such veterinary services as are justifiably necessary, in the professional judgement of our staff acting in the best interest of the animal under our care, without first agreeing the price estimate or revised price estimate with you such as in an emergency. | |
| The price payable for services will be calculated in accordance with our standard price and rates: | That is the case even if that is higher or lower than any price estimate agreed with you. Price estimates are not intended to be a fixed or maximum price for veterinary services. Our prices and rates are inclusive of VAT unless specified otherwise, in which case it will be added as appropriate. We will provide you with a suitable statement or invoice of the price payable by you. | |
| Payment for veterinary services that we provide: | Out-patient veterinary services, where your pet is not left with us, you must pay for them at the end of your appointment; In-patient veterinary services, where your pet is left with us, you must pay 50% of the estimated cost and the remainder of the cost on discharge of your pet. Products bought (such as prescriptions and travel documents) must be paid for at the time that we provide them. | |
| There may be some exceptions to when you must pay: | We may at our discretion require that you pay for the whole or part of the veterinary services in advance. Where you have a valid pet insurance policy, we may at our discretion agree to make a claim for payment directly to your insurance company. You agree to provide us with any information that we request about that policy. We may charge a fee for completing, submitting and/or managing a claim for payment on your behalf, and you agree to pay us on request at any time for that fee and for any amounts that the insurance company has not paid as at the date of our request for payment. | |
| You may pay the price payable to us by cash, debit card or credit card at our practice: | Unfortunately, we cannot accept cheques. | |
| We may take further action to recover overdue payments: | If any amounts payable to us are not paid when due then, without prejudice to any other remedies available to us, we may at any time: refer any overdue accounts to our debt collection agency for recovery; add additional charges to your outstanding account in order to recover fees and costs in connection with the collection of the sum you owe, including but not limited to administration costs and debt collection agency fees; and refuse to supply further veterinary services to you until all outstanding sums are paid. | |
| If you are unable to pay: | If you are unable to pay for the veterinary services that we provided, we are only obliged to fulfil our minimum legal responsibilities and professional regulatory obligations in respect of the animal under our care. | |
| If you have a valid Whiskered Wellness plan for your pet at the date that we provide the veterinary services: | Where your Whiskered Wellness Club plan includes the cost of any veterinary services, you will not be required to pay the practice for those veterinary services (up to any limits set out in your plan); and where your Whiskered Wellness Club plan includes discounts on the price of veterinary services, we will apply those discounts to the price that you are required to pay for those veterinary services (up to any limits set out in your plan). | |
| DAMAGES AND LOSS | ||
| We are responsible to you for foreseeable loss and damage caused by us: | If we materially fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process. | |
| We do not exclude or limit in any way our liability to you where it would be unlawful to do so: | This includes liability for death or personal injury to human beings caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services; and for defective products under the Consumer Protection Act 1987. | |
| We are not liable for business losses: | We only supply the products and services for domestic and private use. If you use the services or any products that we supply in providing the services for any commercial, business or resale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. | |
| We are not liable for your use of any products otherwise than in accordance with its instructions or as directed by your veterinary surgeon: | Veterinary medicinal diet feed should only be used where recommended and by way of regular monitoring by a veterinarian. The veterinarian should be visited regularly during the feeding for check-up examinations and without delay in the event of deterioration in the animal’s condition. | |
| Our liability to you is limited: | Subject to the above exceptions, our liability to you for any damages, losses, claims, costs or expenses arising out of our supply of any products or services shall not exceed: (a) if the supply of those goods or services are covered by our public liability or professional indemnity insurance, the limit of that insurance for each claim or series of connected claims; and (b) if the supply of those goods or services are not covered by our public liability or professional indemnity insurance, the value of the total fees paid or payable by you for the products or services in question. | |
| OTHER TERMS | ||
| We may transfer this agreement to someone else: | We may transfer our rights and obligations under these terms to another individual or organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. | |
| You need our consent to transfer your rights to someone else: | You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. | |
| Nobody else has any rights under this contract: | This contract is between you and us. No other person shall have any rights to enforce any of its terms. | |
| If a court finds part of this contract illegal, the rest will continue in force: | Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. | |
| Even if we delay in enforcing this contract, we can still enforce it later: | If we do not insist straight away that you do anything you are required to do under these terms, or if we delay in implementing these terms against you in respect of your breaking this contract, that will not absolve your responsibility, so that you do not have to do those things and it will preclude us from taking action against you at a later date. For example, if you miss a payment and we do not contact you, we can still require you to make the payment at a future date. | |
| Which laws apply to this contract and where you may bring legal proceedings: | These terms are governed by English Law and you can bring legal proceedings in respect of the services in the English courts. | |
| We may make changes to these terms: | We recommend that you check our terms regularly to make sure that you are aware of the terms and understand the terms that apply at that time. | |
| PROBLEMS | ||
| Tell us if you have a problem: | If you have any questions or complaints about the veterinary services that we have provided to you, please contact us at our postal address, email address or telephone number above. | |
| Summary of your legal rights: | We are under a legal duty to supply services that are in conformity with this contract. Nothing in these terms will affect your legal rights. | |
| Your personal information: | When you register on our website or order any goods or services from us, we will collect personal data about you. We will only use your personal information as set out in our Privacy Policy, which may be found on our website www.newhopevets.co.uk. | |