By accepting our services or purchase of goods, you the client contractually agree to the Terms of Business as laid out below. Under the Veterinary Medicines Directorate we are unable to credit clients for returned drugs as these items cannot be re sold, however we can safely dispose of any unwanted medications.
All our fees and medical charges are subject to VAT at the current rate. Our fee levels are determined by the time spent on a case and according to the medicines, materials, and consumables used. A written estimate is available on request. You will receive a detailed fee note for every consultation, surgical procedure or transaction with us.
2. EMERGENCY SERVICE
Kernow Farm and Equine provides a 24 hour veterinary service. Horses, ponies and donkeys will only be seen out of hours after prior arrangement with the duty veterinary surgeon by phone. The duty veterinary surgeon can be contacted by ringing any of our normal daytime telephone numbers.
3. NEW CLIENTS
New clients are required to pay in advance or at the time of visit either by cash, credit/debit card. Kernow Farm and Equine requires authorisation by new clients wishing to register for a credit check to be performed with a regulated credit agency and for permission to contact any previous veterinary practices to obtain their animal’s medical history and to check that the client does not have any outstanding accounts or poor credit history.
3. METHODS OF PAYMENT and SETTLEMENT TERMS
Any new client will be expected to pay in full before or at the time of treatment.
Discount may not be offered on “special offers” or “discounted services”.
Treatment on account will only be available to established clients known to Kernow Farm and Equine and with a sound credit history.
All hospitalised cases are asked to pay at collection unless other arrangements have been agreed with a director. If your horse is admitted for treatment you may be asked to pay a deposit towards treatment within 24 hours of arrival.
You may settle your account using: CASH, CREDIT/DEBIT CARD. Payments by credit or debit card may be made by phone.
Failure to pay the outstanding balance within 60 days of any treatment will result in referral to our debt collection agency. Kernow Farm and Equine will charge interest on overdue accounts at a rate of 5% per month over base, compound. If the involvement of a third party debt agency or The County Court becomes necessary you will be responsible for all agency / collection fees incurred.
4. ESTIMATES OF TREATMENT COSTS
We will happily provide you a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often an animal’s illness will not follow a conventional course. We will always try to keep you informed on costs as they arise. It is therefore important that clients leave an appropriate contact number where they will be available. If we cannot contact you, we will always put the welfare of the animal first.
5. INABILITY TO PAY
Should you find yourself in a position where you are unable to pay your account within 10 days please contact the accounts office as soon as possible, so we may assist you to make suitable arrangements.
6. TERMINATION OF SERVICE
You may ask us to stop caring for your horse, pony or donkey at any time.
We may stop looking after your animals if you do not accept our advice; or fail to settle your account on time; or if we are prohibited by law from doing any further work on your matter; or if the relationship between you and us sadly breaks down; or if we no longer have the expertise. Under these circumstances we will serve notice in writing of imminent withdrawal of services.
We will then invoice you for any work already done.
7. HORSE HEALTH INSURANCE
Kernow Farm and Equine strongly advises insuring your horse against unexpected illness or accidents although we cannot give any recommendations regarding individual insurance companies. Please be aware that it is your responsibility to settle your account in accordance with these terms and then reclaim the fees from your insurance company. It is possible to arrange for payment to be made direct to Kernow Farm and Equine when you complete your claim form.
Please note the role of the insurance company is to reimburse you for fees incurred for veterinary treatment. Such fees must be paid by you initially. Clients should be aware that we cannot guarantee that their insurance company will cover the costs of their animal’s treatment and they are therefore encouraged to contact the insurance company to verify the cover prior to treatment.
By prior agreement we may defer the above terms on the agreement that your insurance form is signed so payment is made direct to us and that your insurance company have agreed to the claim in principal.
8. COMPLAINTS AND STANDARDS
We hope that you never have reason to complain about the standards of service received from Kernow Farm and Equine. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance in writing to a Director. Further details of our complaints procedure are available below.
9. OWNERSHIP OF RADIOGRAPHS AND SIMILAR RECORDS
The care given to your horse may involve making some specific investigations; for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations, interpreting their results and subsequent advice, ownership of the resulting record, for example a radiograph, remains with Kernow Farm and Equine. Upon request, copies of records with a summary of the history of your horse will be passed to another Veterinary Surgeon taking over your horses care and treatment.
10. DATA PROTECTION
We promise to only use client details for the purpose of our business. We will not intentionally pass any details to third parties, unless specifically detailed below, without your permission. We may, from time to time, send you veterinary information that would be relevant to you. We will aim to maintain your details correct on our database. You, the client, will provide us with correct and up-dated personal information to allow us to provide our services to you. These include name, contact details, animal details, details of owners or those looking after the animals and details of any other vet the animal has been registered with.
All horses, ponies and donkeys must legally have passports, which should be available for the vet to check and we strongly recommend that passports should be signed by the owner to confirm that the animal is not going for human consumption.
If you do not have a passport, we can help you obtain one. Where a passport is not available the detailed record of medicinal products must be retained.
Kernow Farm and Equine is committed to using comments (either positive or negative) from clients to continuously monitor and improve the services it provides. We appreciate feedback and hope that clients will speak up when standards of care and service either exceed or fall below their expectations.
The directors review all comments received from clients and the information is then forwarded to the appropriate staff. In this way, we can strive to continuously improve the quality of the service that we offer.
How to complain:
We take complaints very seriously. First, raise the matter with the member of staff involved - then, if you're not satisfied, speak to the vet in charge of your case. We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a formal complaint, please put it in writing and address it to Alistair Todd (Director) or Renay Rickard (Practice Manager) Kernow Farm and Equine, The Surgery, Harleigh Rd, Bodmin, Cornwall, PL31 1AQ.