We are an equine practice with all our vets being equine only

Terms & Conditions of Business

We, Independent Vetcare Limited, aim to provide the highest standards of veterinary care. These are the terms on which we, Independent Vetcare Limited (trading as PENMELLYN VETERINARY GROUP LTD), supply veterinary services and related products to you. These Terms and Conditions shall apply to all supplies of Veterinary Services and Products by us to you to the exclusion of all other terms and conditions. Please note that some aspects of these Terms may not be relevant to you and we suggest you ask for further clarification from us if required.

1.               Supply of Veterinary Services

  • We shall ensure that all Veterinary Services are supplied by suitably qualified staff, taking into account the nature of the Veterinary Service to be supplied in each
  • Wherever practicable and on your request, a treatment plan for the supply of Veterinary Services will normally be agreed with you following an initial consultation and in advance of any further treatment. This treatment plan will provide an estimate regarding the likely costs of the course of treatment in such plan. In an emergency we reserve the right to provide such Veterinary Services as are reasonably necessary, in the professional judgement of the veterinary surgeon providing the Veterinary Services or other IVC staff, without first agreeing a treatment
  • Please note that any estimate given can only be an approximation of the costs of any treatment required. If our original estimate looks as if it will be exceeded, then the Veterinary Surgeon responsible for providing the Veterinary Services will discuss any increased fees with you before any further procedures are undertaken (save in the event of an emergency and at the professional discretion of the relevant Veterinary Surgeon acting in the best interest of your pet).
  • We will endeavour to provide veterinary services in accordance with reasonable standards denoted by the RCVS guidelines for practice standards and the professional conduct of veterinary surgeons and veterinary nurses. All Veterinary Services shall be supplied in accordance with normal professional
  • Veterinary Services shall be supplied during our normal business hours (these may change from time to time, the current opening hours of the PENMELLYN VETERINARY GROUP LTD can be found on our website at https://penmellynequinevets.co.uk At our discretion we may arrange for Veterinary Services to be supplied at various locations and at other times. In an emergency a veterinary surgeon will see you outside these opening hours, but this service will carry an extra charge.
  • We reserve the right to decline to supply Veterinary Services at our discretion. You are free at all times at your cost and subject to the payment obligations in these terms and conditions, to seek a second opinion on or concerning any Veterinary Services

2.               Supply of Products

  • In the event of any defect or failure in any Product our liability to you shall be restricted to replacing the Product or refunding the price paid by you for the Product.
  • You acknowledge and agree that all Products must only be used in accordance with the instructions supplied with them or issued orally by the Veterinary Surgeon providing the Veterinary Services or other of our staff. If you have any questions or concerns regarding the use of any Product, you should consult the Veterinary Surgeon providing the Veterinary Services or other of our staff for clarification.
  • Any Products supplied by us shall be of satisfactory quality, fit for purpose expressly agreed by the Veterinary Surgeon providing the Veterinary Services or other of our staff and shall comply with any description given. All other warranties, expressed or implied, are hereby excluded.

3.               Payment

  • All Veterinary Services and Products provided by us shall be charged to you in accordance with our then current price list, a copy of which is available on request and which is subject to change without notice. If you have any question as regards the level of charge that will be incurred you should consult the Veterinary Surgeon in charge of your pet’s treatment or his staff for clarification.
  • Our normal practice is for payment to be made in full by you at the time the Veterinary Services or the Products are supplied, either at the end of the consultation, the discharge of your pet or upon collection of the Products. All invoices must be settled in full on receipt of the invoice. We may at our absolute discretion agree that you may delay payment of an invoice pending recovery of the sum from your insurer for such reasonable period as we may agree in writing. You remain liable in full for all invoices and all sums shall become due and payable in full by you at the end of this extended payment period irrespective of whether your insurer has made payment to you.
  • We accept direct insurance claims at the discretion of our Practice Manager. A direct insurance claim is one where you do not pay us; rather we claim the money directly from the insurance company. We may charge a direct insurance claim administration fee. In the event that all or any part of the insurance claim is not paid by your insurance company for any reason you will be liable for the outstanding balance.
  • We may refer overdue accounts to our debt collection agency.
  • In the event that any invoice or other sum owed by you is not paid when due then, without prejudice to any other remedies available to us, we may at any time:
  • add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees); and
  • issue notice to you that no further Veterinary Services and/or Products will be supplied to you.
  • All prices quoted are quoted exclusive of value added tax or other indirect taxes, duties or levies which shall be added as appropriate.
  • If you are unable to pay for the Veterinary Services we are only obliged to fulfil our minimum legal responsibilities and professional obligations in respect of your pet.

4.               Liability

  • We carry professional indemnity insurance in the sum of ££150,000 for criminal or disciplinary action, £5m per claim for human injury, £250,000 domestic pet (“Insured Sum“) for any single claim. We supply Veterinary Services and Products to you on the condition that our liability for any loss, claim, cost or expense arising out said supply shall not exceed and shall be limited to a maximum of the Insured Sum.
  • If you wish us to assume a level of liability greater than the Insured Sum then we shall so agree on condition that:
  • you so request in writing; and
  • we are able to obtain insurance cover for said higher level of liability; and
  • the you pay in advance to us the additional premium incurred by us in respect of the additional cover
  • Nothing in these terms and conditions shall:
  • exclude or limit our liability for death or personal injury caused to a human being;
  • render us liable for any indirect or consequential loss (including, but not restricted to, loss of profit or loss of savings) which liability shall be excluded to the maximum extent permitted by law.

5.               Complaints

  • It is our intention that all our clients should be satisfied with the Veterinary Services and any Products supplied. In the event that you are dissatisfied with any aspect of the Veterinary Services or Products supplied by us or its staff, in the first instance you should contact the Clinical Director or Practice Manager to discuss your concerns and he shall endeavour to address any issues arising.
  • If you remain dissatisfied, then please refer to our complaints policy, we can provide you with further details at the practice or on our website.
  • In the case of a complaint, we may share your information with our insurers or our indemnity providers or other professional advisors if we believe that this will enable us to resolve your complaint more effectively.

6.               Pet Insurance Policy

  • We may advocate pet insurance, but any contract of insurance is between you and your insurer. Please ensure that you refer to the terms and conditions of your insurance policy.

7.               Data Protection

  • We will use the personal information you provide to us to:
  • provide the Veterinary Services and Products;
  • process your payments for the Veterinary Services and Products; and
  • inform you about the products and services that we or selected third parties provide, but you may stop receiving these at any time by contacting us.
  • In order to provide the services above, we use selected third parties to process your data. More information about third party processing can be requested from your practice or from the data protection office at Independent Vetcare Limited, The Chocolate Factory, Keynsham, BS31 2AU.

8.               Miscellaneous

  • No alteration may be made to these terms and conditions without our express written consent. We may update or amend these terms and conditions at any time by placing a notice to that effect in our premises.
  • These terms and conditions shall be governed by English Law and we and you submit to the exclusive jurisdiction of the English courts, without prejudice to our right to seek recovery of any sum due by you before any complaint court.
  • The care given to your pet may involve making some specific investigations, for example taking radiographs or performing ultrasound or MRI scans. Case records including x-rays and ultrasound or MRI scans are the property of, and shall be retained by, us. Copies with a summary of the history of any patient can be passed to another veterinary surgeon taking over a case, on written request to us and upon settlement in full of all sums due to us in respect of such patient’s treatment by
  • When you request a repeat prescription for your pet we can only supply the medication if:
  • the Veterinary Surgeon caring for your pet has authorised the repeat prescription;
  • your pet has been seen by one of our Veterinary surgeons within the last 6 months.

There will be a charge for such repeat prescription to cover the time, responsibility and professional insurance costs involved.

  • We are a company registered in Cornwall. Our company registration number is 07746795 and our registered office is at PENMELLYN VET GROUP LTD Station Road St Columb Major Cornwall TR9 6BX. Our registered VAT number is 115 1416 58. If you have any questions please contact us. You can contact us by writing to us at Independent Vetcare Limited, The Chocolate Factory, Keynsham, Bristol, BS31 2AU, or telephone 01225 481520, or by emailing us at contact@independentvetcare.co.uk.

Dear Client

Thank you very much for choosing the Equine Department of Penmellyn Veterinary Group Ltd for the care of your horse, pony or donkey.

We will aim to provide you with a first class service and the highest standard of veterinary care and treatment.

Equine Department

Based in St. Columb Major, Station Rd, TR9 6BX, facilities built to hospital standards, central to Cornwall for all ambulatory, Out of Hours and clinic based work.

Dispenses can also be collected during office hours from satellite locations in Newquay, Padstow/St.Merryn, St.Austell, Pool and Bodmin.

Opening Times

Monday to Friday: 08.00 to 17.00 & Saturday: 08.30 to 14.00 – all work by appointment only

Out of Hours

Provided from St. Columb Major by an Equine Veterinary Surgeon supported by a nurse. Hospitalised patients will be checked regularly with intervals subject to clinical needs. Information on initial costs of out of hour’s emergency service can be obtained from the on call veterinary surgeon.


All fees, drugs and consumables are subject to VAT at current rate. Fees are based on time and level of expertise required to perform a task and technical equipment used, separate fees apply for hospitalisation and livery.


Written estimates are provided on request but in addition we will endeavour to keep you informed on actual clinical and financial developments on a daily basis.

Client Data

On request we provide copies of relevant clinical records to the registered client only which might require full client ID before release of such information.

Data Protection

We will not disclose any information about a client or animal to any third party without expressed or implied permission. When processing data on your behalf we will comply with the Data Protection Act 1998.

Second Opinion

All clients are entitled to a second opinion, if we are asked to provide a second opinion we will only do so after consulting with the first opinion veterinary surgeon or make every reasonable effort to do so.


We accepted and arranged referrals subject to clinical details and client requests.


Clients are encouraged to discuss any complaint about the practice with the Equine Director of Penmellyn Veterinary Group Ltd in the first instance or follow the standard complaints procedure, obtainable on request.

Invoicing and Payment

Itemised invoices will be produced for account holding clients by the end of the each month. Payment terms for account holding clients are 30 days while for clients without account payment is expected at time of discharge or completion of services provided.

Accounts are only available by prior written consent and arc subject to credit status. We reserve the right to charge interest of2.5% on all overdue accounts and may refer overdue accounts to a debt collection agency. If you have any question about your invoice please contact the accounts department within 7 days of receipt of invoice.

Methods of Payment

Cards:                    Switch Solo, Mastercard, Visa, Delta

BACS:                   please see our bank details on your invoice or contact accounts Cheques: payable to Penmellyn Veterinary Group Ltd


Inability to Pay

We ask you to disclose this fact at the earliest time possible so agreement on a mutually acceptable payment plan can be discussed.


A I 0% discount applies to all invoices settled in full within 7 days of service provided and no money  is outstanding on account, for further Discount Schemes and Special Offers please contact our office or visit our website: www.penmelIyncquinevets.co.uk

Equine Insurance

We recommend to seek pre authorisation for any potential claim and for clients to be fully aware of policy excess, potential exclusions and limitations. Irrespective of level of insurance cover it remains the client’s responsibility to settle any outstanding amount in full.


A valid passport must accompany a horse, pony or donkey during transport. A declaration in regards to human consumption (section IX) needs to be signed prior to examination but if unsigned we reserve the right to sign section IX as not for human consumption. When a passport is not present then a record of all medicinal products administered to your horse will be retained and you will need to enter this in the passport at a later point.


Most drugs routinely dispensed are held in stock or can be ordered by next day delivery so please allow 24 hours for your prescription to be processed. We can only prescribe medicines for a maximum of 12 month without re­ examination depending on clinical condition. Written Prescriptions are available on request but will incur a prescription fee.

Third Party Insurance

Is required for all equines presented to or left with Penmellyn Veterinary Group Ltd. The owner is responsible for cover for all liabilities, losses, damages, costs and expenses.

Handling & Storage of Semen

All semen is kept and stored at owners risk and all matters relating to correct documentation or logistics of chilled or frozen semen are the responsibility of the mare or stallion owner.


All content of the practice website is for promotional purposes only and subject to regular changes and updates.

Penmellyn Veterinary Group Ltd reserves the right to publish client animal photos and reviews from our practice Facebook page on our latest news website Blog posts and other social media such as Google Plus. Should you wish any such photos be removed from our website or social media pages, please contact our web developer in the first instance at info@vetwebsites.co.uk and the required image will be removed straight away.

To disallow any further images of your animal on any of our social media and practice website pages, please e-mail us at admin@penmellyn.co.uk or write to us at PENMELLYN VET GROUP LTD Station Road St.Columb Major Vets in Cornwall TR9 6BX to update your preference. We will never use client animal photos in any of our advertising features without prior client consent.

Variation of T & C

No addition or variation of these conditions will be binding Penmellyn Veterinary Group Ltd unless specifically agreed in writing and signed by one of the directors. Furthermore no person employed by or under contract with the practice has the authority to alter or vary conditions in any way.

Statutory Rights

These terms and conditions do not affect your statutory rights.