This document details Tyndale Vets terms and conditions. By accepting our services and/ or purchase of any goods you are contractually agreeing to Tyndale Vets Ltd terms of business.
Fees
All of Tyndale Vets Ltd fees and drugs charges are subject to VAT at the current rate. Fees are determined by the level of time spent on a case and by what medication is administered. A detailed invoice is generated and issued for every consultation, procedure, medication.
You may phone and check your balance throughout the month before your invoice is issued. Alternatively you may pay off the balance of your invoice before the invoice is issued at the end of the month.
24 Hour Emergency Services
One of our veterinary surgeons is available for emergencies 24 hours a day, 365 days a year. Out of normal hours, your call will be transferred to a call handling service who will contact the on-call vet and they will call you back as soon as possible. If the vets is attending an emergency, they may not respond immediately. Out of hour fees are charged at a higher rate than normal hours. This rate is applied between 5.30pm- 8am Monday to Friday and 5.30pm- 8am Friday to Monday except Saturday during 8.30am—12.30pm. Traveling time will be considered when applying the out of hour’s fees.
In giving instructions, either in person or by your agent, for an animal to be treated, you will be responsible for our charges.
Payment terms
Invoices are issued to clients at the end of each month. Payment is due within 30 days of the date of invoice. We understand and will exercise our statutory right to claim statutory interest, currently 8% plus Bank of England base rate (8.25%) for business to business transactions for any late payment in excess of 30 days Any non-business accounts will be incur a 2.5% late payment fee in excess of 30 days. We will also claim compensation for debt recovery costs under late payment legislation if we are not paid according to agreed credit terms.
Overdue accounts will be dealt with on a case by case basis. Any credit/ debit card payment or Direct debit that fail will result in your account being restored to its original amount together with any fees incurred in the process.
Failure to comply with payment terms may result in you no longer being able to have credit facilities with the Practice. All consultations and treatments will then have to be paid immediately.
Methods of Payment
Our preferred method of payment is bank transfer, credit/ direct debit card payment if not taking advantage of our Direct Debit Mandate. Our banking details are enclosed on the invoice for you to make electronic payment
New Clients
We accept new clients who have completed our registration form and given credit/ debit card details. Once we have obtained these details a credit check will be conducted. Credit will not be provided for clients who have a very poor credit rating. Therefore, payment will need to be immediate.
Disputes
Any disputes regarding fees or services must be put into writing to the Practice Directors within 3 working days of the event or received invoice. The Practice Director has 14 days to investigate and respond to your dispute in writing. If the investigation results in you still having to pay the disputed fees then a late fee may be applied.
Prescription Notice and repeat prescriptions
Prescriptions are available from this practice. You may obtain Prescription Only Medicines Veterinary, (POM-Vs) from your veterinary surgeon OR ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. Your veterinary surgeon may prescribe POM-Vs only for animals under their care. A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary. You will be informed, on request, of the price of any medicine that may be dispensed for your animal. The general policy of this practice is to re-assess an animal requiring repeat prescription every 6 months, but this may vary with individual circumstances. The standard charge for a re-examination is our standard visit fee plus the time taken. Further information on the price of medicine is available on request.
Complaints and Standards
We would hope that you never feel that our service has been unsatisfactory, however in the event this does occur please put your complaint in writing to the Practice Director within 3 days of the incident. The Practice Director has 14 days to investigate and respond to your complaint.
Instructions
We understand that most farms have employees which will be responsible for organising veterinary treatment or advice. Therefore we will assume unless advised in writing by yourself that they have authority and are acting in your interest and on your behalf.
We cannot accept instructions from anyone under the age of 18 years.
It is the client’s responsibility to keep their account updated with current contact details.
Health and safety
Our employees’ health and safety is very important to us so we expect our clients to meet our health and safety standards. A vet may refuse to conduct appointments if the standards of equipment or facilities put their health at risk.
We offer a free advisory programme on livestock handling systems/ facilities to ensure our vets and your safety is not compromised.
Aggressive and violent behaviour
We will not accept any form of aggressive, abusive or violent behaviour towards any member of Tyndale Vets Ltd. If you illustrate this behaviour, the police may be involved.
Treatment
Subject to our professional duties as Veterinary surgeons, we reserve the right to make final decisions on treatment.
TB Testing
Although we will endeavour to contact you to book your TB test within the testing window, it is the livestock keeper’s responsibility to ensure the TB test is booked as per the APHA regulations.
Insurance
It is your responsibility to submit claims to your insurer and to be reimbursed by them after settling your account. If the insurance form is signed so that the insurance company agrees in principle, and pays the Practice directly, then you will have to settle any outstanding fees. i.e, remainder of the invoice, or any part of the claim which has been rejected by the insurance company.
Data protection
We endeavour to only use our client’s details for the purposed of our business. We may, from time to time send you marketing information regarding any events we are holding. Your personal information such as your name, business name and contact details will be kept on our system unless you contact us to request it is removed. If you have employees or agents acting on your behalf please ensure you have their permission to provide us with their details to hold on file. By continuing to use Tyndale Vets Ltd you are agreeing to use holding your personal details in an electronic format on our system. Any information relating to your livestock is not deemed as personal and will be kept on file for as long as we deem necessary.
Ownership of records
Case records, scans, lab reports and similar documents are the property of, and will be retained by Tyndale Vets Ltd
Tyndale Vets Ltd reg. no: 7471219 VAT no: 713119763 Directors: D.Preece, N.Eames and B. Kendall