Terms and Conditions

Terms and Conditions

Thank you for entrusting the care and attention of your horse to Sound Equine. This document details our Practice Terms and Conditions. By registering your horse/horses with the practice you agree that you have read and understood our conditions of business and agree to be bound by them, should you require any clarification of any aspect of the terms then please ask.

Insurance

Sound Equine strongly advise that clients insure their animals against illness, accident and third party cover.

 

Clients are liable for all veterinary fees subject to our standard payment terms, and must claim these fees back from their insurance company directly. The policy is a contract between the client and the insurer. The practice cannot complete client details on claim forms, advise clients or liaise between clients and the insurers unless permission is given. In exceptional cases Sound Equine may agree to process a direct claim on the client’s behalf. Practice policy of no direct claims with E&L. However, if the fees remain unpaid after 30 days from date of transaction, the client will be liable for the amount outstanding and will incur a monthly service charge of 5%. If Sound Equine has agreed to process a direct claim the excess and £5 Insurance Administration Fee must be paid with submission of the claim form. All transactions not covered by the policy are subject to our standard payment terms. We reserve the right to charge for processing a direct claim and we charge £25+ vat for any supporting letters your insurance company requires. Fees for this service are not covered by such policies.

 

Vaccination Reminders

The provision of reminders for vaccinations and other services and products by Sound Equine is by means of a courtesy and there is no obligation on the practice regarding the consequences of failure to provide such reminders.

 

Practice Fees

Standard charges and drug prices can be obtained by contacting the practice. These are meant as a guide and are correct at time of publication. Drug prices may vary without notice.

 

It is practice policy to charge an assessment/consultation fee on introduction to the client as well as a visit fee. Visit and consultation fees will vary depending on the case involved. These assessments will be made by the vet during their consultation. All fees and drug charges are subject to VAT where applicable at the current rate.

 

Service Surcharges

Accounts which have not been settled within 30 days from date of transaction will incur a monthly surcharge of 4% above base rate of the outstanding amount.

 

OWNERSHIP OF RECORDS

The care given to your horse may involve undertaking some specific investigations, for example taking radiographs. The ownership of the resulting radiographs and all other records will remain at all times with the practice as part of the complete and comprehensive records. Charges made for x-rays are for the production and interpretation of them. If required, we can arrange copies of the x-rays but this would be at your expense.

Radiographs and copies of all laboratory results, with a summary of the history will be passed on, by request, to another Veterinary Surgeon should the need arise. You may view your horse’s clinical notes on request by appointment only. Please note it is your responsibility to provide us with accurate contact details.

 

It is the client’s responsibility to inform the practice of any changes in address, telephone number etc. Failure to inform us of any changes could result in unnecessary delays.

 

Quotes and Pricing

The practice will provide written estimates on request of probable costs for procedures and treatments. It is important to consider that treatments and procedures may not follow a conventional course and therefore an estimate may only be approximate. However, we will do our best to keep clients fully informed of costs during the course of treatment. In the case of routine procedures and vaccinations we will give quotations upon request.

 

Prescription Only Medicines

Prescriptions are available upon request and incur the applicable fee. No refunds can be given for returned Prescription Only Medicines due to legal guidelines. We will however happily dispose of any unwanted drugs or clinical waste on the owners behalf.

 

Inability to pay

If for any reason, you are unable to settle your account as specified, we ask you to discuss this with the Practice Manager as soon as possible.

 

COMPLIMENTS/FEEDBACK

We are always pleased to receive compliments/feedback on the service we provide.

Complaints Procedure

We do hope that you have no recourse to complain about the standards of service received from Sound Equine. However if you feel there is something of concern please direct your comments in writing to the Practice Manager at Sound Equine Ltd, Greyfriars Farm, The Hogs Back, Puttenham, Surrey, GU3 1AG.

 

Appointments

Clients and their horses are attended to by the veterinary surgeons by appointment which should be made through the office by calling 01483 811007. Office opening hours are Monday to Friday 8.30am to 6pm. Emergency appointments and out of hours emergency appointments are also made by calling the office on the above number. Out of hours calls are diverted to an emergency pager, please ensure you leave a contact name and correct telephone number. The “on call” vet will reply to your message within 10 minutes. If no reply is received within this time please resend message, double checking your contact number. Clients requiring an “out of hours” appointment will be charged an additional fee for this service in addition to standard fees.

 

Horse Passport Regulations

It is the responsibility of the owner / representative of the owner to declare whether the animal being treated is or is not intended for slaughter for human consumption. It is also the responsibility of the owner/representative of the owner to complete the Medication Record in the passport, or have the passport on hand when the veterinary surgeon is attending to the animal, if the animal is intended for slaughter for human consumption.

 

Payment Terms

Payment is due strictly 14 days after invoices are raised. Every effort is made to raise invoices the day after each transaction (a transaction is defined as the transfer or sale of goods, services, treatments and fees from the practice to the client). The practice accepts cash, credit cards (not AmEx), debit cards, cheques, direct bank transfers and payment in advance. We also offer a credit / debit card payment facility. This is an automated system – your account will automatically be debited 14 days after the invoice is raised. Should you have any queries regarding invoices it is your responsibility to contact us before your account is due to be debited. If you choose to use this payment facility, please sign the attached form and send back to us. Clients who make use of this facility will be awarded with a 5% discount off all applicable transactions. Discounts do not apply when another special offer/discount has already been applied such as free zone visits, or prescription fees, insurance administration fees, insurance excesses or other discounted items such as wormers or chronic medications. Only one discount per transaction may be received. Any overdue accounts will either be sent to our debt recovery agency or we will seek payment via the County Court. The client will be liable for all charges associated with the cost of recovery of the debt, as well as the interest charged.

Alternative credit arrangements must be approved and authorised by our accounts department. An amendment will be sent to the client detailing the revised payment terms.

 

Data Protection Act 1998 and General Data Protection Regulation 2018

Any personal data given/stored will be kept in accordance with the Data Protection Act 1998 General Data Protection Regulation 2018.

 

Methods of payment

We accept

  • Cash
  • Cheques
  • Debit or credit card – not including American Express
  • Bank Transfer – A/c 00157700 Sort Code 30-90-53