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Terms & Conditions

Vetsmiths the independent vets in Wimborne

We, Vetsmiths Ltd aim to provide the highest standards of veterinary care and these are the terms on which we supply veterinary services and related products to you.  If you need clarification on any of our terms, please contact us at hello@vetsmiths.co.uk.

By registering your pet/s with us, you confirm that you have read, understood and agree to our terms and conditions.


1. Supply of Veterinary Services

1.1    We shall ensure that all veterinary services are supplied by suitably qualified staff, taking into account the nature of the service supplied in each instance.

1.2    Wherever practicable and in most cases, a treatment plan for the supply of veterinary services will normally be agreed with you following an initial consultation and before any further treatment. This treatment plan will provide an estimate regarding the likely costs of the course of treatment.  In the case of an emergency, we reserve the right to provide such veterinary services as are reasonably necessary at that time.  This will be at the professional discretion of the veterinary surgeon providing the service at that time.

1.3    Please note that any estimate given can only be an approximate cost of any treatment required. If the original estimate given looks as if it will be exceeded, we will do our best to ensure the veterinary surgeon responsible for providing the veterinary services will discuss this with you prior to any procedures taking place (with the exception of any emergency and taking into account the best interests of your pet).

1.4    All veterinary services shall be supplied in accordance with normal professional standards under the Royal College of Veterinary Surgeons (RCVS).

1.5    Our veterinary services shall be supplied during our normal opening hours which can be found on our website here (these may change from time to time).

1.6    We reserve the right at our own discretion, to decline to supply veterinary services. You are free to seek a second opinion concerning any veterinary services provided by us, at your own cost and subject to the payment obligations in these terms and conditions.


2. Supply of Products

2.1    In the event of any defect or failure in any product supplied to you, our liability shall be restricted to replacing the said product or refunding the price paid by you.

2.2    All products supplied by us, must only be used in accordance with the instructions issued with them, or as verbally given by the veterinary surgeon (or other team member) providing the veterinary services. 

2.3    Any products supplied by us shall be of satisfactory quality and fit for purpose as expressly agreed by the veterinary surgeon (or other team member) providing the veterinary service and shall comply with any description given.  All other warranties, expressed or implied, are excluded.


3. Payment

3.1    All veterinary services and/or products provided by us shall be charged to you in accordance with our current price list.  A copy of our price list can be supplied on request and is subject to change without prior notice. Any concerns or queries regarding charges incurred should be directed to Chris Devlin, Director at hello@vetsmiths.co.uk.

3.2    We require full payment of any veterinary services or products supplied to be made at the time.  Any invoice raised must be settled in full upon receipt.  Delayed payment of an invoice, pending recovery of the sum from your pet insurer, may be agreed at our discretion.  This must be agreed in writing.  You remain liable in full for all outstanding amounts and all sums shall become due and payable in full by the end of the extended payment period (as agreed) whether your insurer has made payment to you or not.

3.3    We accept direct insurance claims at the discretion of the Clinical Director. A direct insurance claim is one where you do not pay us the full amount, just the excess and fees not covered by your insurance policy; rather we claim the money directly from the insurance company. 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. Check direct claims!!

3.4    Non-payment of invoices within the agreed time period may be referred to our debt collection agency.

3.5    In the event that any invoice or other sum owed by you is not paid when due then, we may at any time:

3.5.1    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 administrative costs and debt collection agency fees and;

3.5.2    issue notice to you that no further veterinary services and/or products will be supplied to you by Vetsmiths.

3.6    Our prices are quoted exclusive of value added tax or other indirect taxes, duties or levies which shall be added as appropriate.

3.7    If for some reason you are unable to pay for the veterinary services supplied to you, we are obliged to fulfil our minimum legal responsibilities and professional obligations in respect of your pet.  If emergency treatment is required to alleviate suffering, this will be given irrespective of ability to pay.


4. Liability

4.1    We have public and products liability insurance in the sum of £5,000,000.

4.2    We have employer’s liability insurance in the sum of £10,000,000.


5. Complaints

5.1    It is always our intention to provide you with the best possible veterinary care and services that we can.  In the event that you are unhappy or dissatisfied with any aspect of the veterinary services/products you have received from us, please contact us in writing addressing your concern to Chris Devlin, Director at hello@vetsmiths.co.uk.  Our aim would be to acknowledge receipt by return.  We would then investigate the matter fully and resolve the situation at the earliest opportunity. 

5.2    In the case of a complaint, we reserve the right to share your information with our insurers or indemnity providers or other professional advisors if we believe this will enable us to resolve your complaint more effectively.


6. Pet Insurance

6.1    We thoroughly recommend pet insurance, but please note that any contract of insurance is between you and your insurer.  Always refer to the terms and conditions of your insurance policy and any queries regarding your insurance should be taken up directly with your pet insurer.


7. Data Protection

7.1    We will use any personal information you provide to us, to:

7.1.1    provide veterinary services and/or products;

7.1.2    process your payments for the veterinary services and/or products we provide; and

7.1.3    inform you at any time via email, about the products and services that we provide.  You may opt out to stop receiving these at any time via the link at the bottom of the said email.


8. Repeat prescriptions      

8.1    If you request a repeat prescription for your pet, we will only supply the medication if;

8.1.1   your pet is registered with us;

8.1.2   your pet has been seen by a veterinary surgeon at our premises in the last three – six months depending on medication;

8.1.3  the veterinary surgeon caring for your pet authorises the issue of the repeat prescription.


9. Written prescriptions

9.1  Prescriptions are available from Vetsmiths.

9.2  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.

9.3  Your veterinary surgeon may prescribe POM-Vs only for animals under their care.

9.4  A prescription may not be appropriate if your animal is an in-patient or immediate treatment is necessary.

9.5  You will be informed, on request, of the price of any medicine that may be dispensed for your animal.

9.6  The general policy of Vetsmiths is to re-assess an animal requiring repeat prescriptions every three to six months. This may vary with individual circumstances.

9.7  Information on re-examination fee and other prices of medicines is available on request.


10. Other

10.1   Care given to your pet may involve specific investigations from time to time, for example taking radiographs or performing ultrasound scans.  Any scans taken in these situations remain the property of Vetsmiths and the copies will be retained on our premises.  If required, copies with a summary of the history of any patient, can be passed to another veterinary surgeon taking over a case.  This needs to be requested in writing to us and will only be released upon settlement in full of any sums outstanding to us.

10.2   No alteration may be made to these terms and conditions without our express written permission.  We reserve the right to up-date or amend these terms and conditions at any time.

10.3    We are a Limited Company registered in England and Wales.  Our company registration number is 11890502.  Our VAT number is 319 2480 04.  Our address for any correspondence is 14 West Borough, Wimborne, Dorset BH21 1NF.  Our telephone number is 01202 119988.  Our email address is hello@vetsmiths.co.uk.