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

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.

Fees

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.

Estimates

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.

Referrals

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

Complaints

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

Cash

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.

Discounts

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.

Passports

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.

Prescriptions

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.

Website

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.