GARDEN VETS AT KEELE VETERINARY SURGERY TERMS AND CONDITIONS
BACKGROUND
These Terms and Conditions are the standard terms which apply:
These Terms and Conditions apply to the provision of veterinary services (“Services”) by Garden Vets at Keele, located at Keele University Campus & Science Park, Harper & Keele Vet School, Keele University, Staffordshire, ST5 5NS. Garden Vets at Keele is a trading name of Educational & Clinical Research and Innovation Group Limited (ECRIG Ltd), registered in England & Wales (Company No. 13639699), registered office: 105 High Street, Worcester, Worcestershire. WR1 2HW.
These Terms and Conditions apply where the customer is a Consumer, as defined by the Consumer Rights Act 2015.
1. Definitions and Interpretation
“Animal”, “Pet”, or “Patient” means the animal belonging to the Owner that is the subject of consultation and/or treatment.
“Business” means any trade, craft, or profession carried on by You or any other person or organisation.
“Consumer” means an individual who receives the Services wholly or mainly for personal use and outside the purposes of any Business.
“Price List” means the Surgery’s published Pay-As-You-Go consultation fees and any other prices or estimates provided to You. Published prices are available at Subscriptions – Garden Vets at Keele
“Regulations” means the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
“Services” means any veterinary services, treatments, medicines, drugs, consumables, materials, or other items provided or used in the course of our normal business.
“Surgery”, “Us”, “We”, or “Our” means Garden Vets at Keele and its clinical, operations and support staff.
“You” or “Owner” means the owner of the Animal receiving our Services.
2. Consultations and Appointments
2.1 Non-emergency consultations take place by appointment during our published operating hours, 8am-8pm.
2.2 In emergency cases, You may bring Your Animal to the Surgery without an appointment and We will use all reasonable endeavours to treat Your Animal as quickly as possible.
2.3 If You expect to be late, You should contact Us. If You arrive more than 15 minutes after the appointment time, We may not be able to provide the appointment and may treat it as cancelled without notice. In that case, clause 2.5 will apply.
2.4 You may cancel an appointment without charge if You give at least 24 hours’ notice. Any advance payments will be refunded.
2.5 If You cancel an appointment with less than 24 hours’ notice or fail to attend, We may charge a reasonable fee representing Our net financial loss, not exceeding the full published cost of the appointment. Any such fee may be deducted from advance payments.
2.6 In exceptional circumstances (such as personal emergencies or the death of the Animal), We may at Our discretion waive late cancellation charges. We may request reasonable evidence.
2.6 A Repeated Non-Attendance or Misuse of Appointment Capacity
Where there are repeated missed appointments, short-notice cancellations or other behaviour that unreasonably disrupts access for other clients, We may require pre-payment for future appointments and/or restrict access to non-urgent appointments. These measures will only be applied where necessary to ensure safe and reliable service provision.
2.7 Home visits may be available in exceptional circumstances and must be booked in advance. Home visits are subject to clinical appropriateness, staffing capacity and location. If treatment must occur at the Surgery, You may be required to transport the Animal or accept transport by Us. Any associated costs shall be borne by You.
2.8 Out-of-hours emergency care is provided 24 hours a day, 7 days a week. In an emergency, You should contact the emergency number listed at https://gardenvetsatkeele.co.uk/ or select the emergency option when calling Our standard number.
2.9 We may cancel an appointment if required personnel or materials are unavailable, due to an event outside Our control lasting more than 24 hours, or if We determine that You are not a Consumer. Any advance payments will be refunded.
2.10 We will use all reasonable endeavours to begin Your appointment on time but delays may occur. If a delay of at least 60 minutes is expected, You may cancel and receive a full refund of any advance payment.
2.11 Where the contract is made off-premises, You may cancel within 14 days of booking. If You request Services to take place before the end of the cancellation period and We provide them, You must pay for the Services delivered.
3. Fees and Payment
3.1. You must pay for all Services in accordance with Our Price List or estimate upon completion of the Services.
3.2. We may reduce fees for repeat consultations relating to long-term conditions at Our discretion.
3.3. We will invoice You at the end of a consultation, upon discharge after surgery or inpatient care, or upon dispensing or collection of drugs or products.
3.4. Payment must be made immediately unless alternative arrangements are agreed in advance.
3.5. We accept payment by:
cash;
debit or credit card (including through online payment link);
direct bank transfer where agreed in advance.
3.6. Where treatment is covered by insurance, You remain responsible for paying all sums due to Us and recovering such sums from Your insurer.
3.7. All prices include VAT.
3.8. Price changes will not affect appointments already booked.
4. Estimates
4.1. We will provide an estimate for treatment or surgery where appropriate. Estimates are not binding quotations and may vary if clinical circumstances change.
4.2. Estimates are valid for 30 days.
5. Treatment
5.1. You confirm that You are acting as a Consumer.
5.2. We will provide treatment in accordance with relevant laws, regulations, and professional obligations.
5.3. We will not undertake any procedure that conflicts with law, mandatory or voluntary codes of practice, or professional and ethical obligations.
5.4. Where prescription medication is supplied, regular examinations may be legally required. Reduced fees may apply to such routine appointments.
5.5. We may decline treatment where it would breach legal, ethical, welfare, or professional standards, or where treatment is not in the best interests of the Animal.
6. Documents and Records
6.1. We will keep records for each Animal registered with Us.
6.2. If You move to another veterinary provider, We can send relevant records upon Your request. Reasonable administrative charges may apply.
6.3. Documents including radiographs and ultrasound images remain Our property.
6.4. You may request copies of documents for a reasonable fee.
6.5. We may withhold documents if You owe outstanding sums, except where withholding them would compromise animal welfare or legal obligations.
7. Animal Health Insurance
7.1. We recommend that You consider suitable pet insurance but do not provide advice or receive any benefit from insurers.
7.2. We are not affiliated with any insurance provider.
7.3. We are not party to any insurance contract and cannot guarantee reimbursement.
7.4. We may assist with insurance claims, including completing forms or liaising with insurers, at a reasonable administrative cost agreed with You in advance. We may waive this fee at Our discretion.
8. Limitation of Liability
8.1. We are responsible for foreseeable loss or damage caused by Our breach of contract or negligence. We are not responsible for loss or damage that is not foreseeable.
8.2. Services are provided for personal and private use. We are not liable for business losses.
8.3. Nothing excludes or limits Our liability for death or personal injury caused by Our negligence or for fraud or fraudulent misrepresentation.
8.4. Nothing in these Terms affects Your statutory rights under consumer protection legislation.
9. How We Use Your Personal Information
10. Regulations
11. Information
12. Complaints and Standards
If You remain dissatisfied, You may escalate concerns to the Royal College of Veterinary Surgeons (RCVS).
13. Changes to Terms and Conditions
14. No Waiver
15. Severance
16. Law and Jurisdiction
16.1. These Terms and the relationship between You and Us are governed by the laws of England & Wales.
16.2. You will also benefit from any mandatory consumer protections in Your country of residence.
16.3. Any dispute shall be subject to the jurisdiction of the courts of England, Wales, Scotland or Northern Ireland, depending on Your residency.