How we work
Towcester Equine Veterinary Centre (Towcester Equine) is a Royal College of Veterinary Surgeons Tier 2 accredited Equine Practice. Customer satisfaction is very important to us and we believe every horse, pony and donkey deserves the highest standard of
veterinary care, irrespective of age or breed. Every owner deserves exceptional customer service from a friendly professional team. We aim to be transparent in both the work we do for you and our terms of business. We have provided below the important details that you should know before choosing us as your Equine Veterinary Practice. This will enable you to understand our obligations to you and yours to us. When you request our services you and we are bound by the Terms and Conditions outlined in this document.
If you have any questions, please contact our Practice Manager or one of the Practice Partners.
Opening an Account
When choosing Towcester Veterinary Centre Equine Clinic to care for your horse for the first time, you will generally be asked to pay for services or goods in advance or at the time of visit either by cash, or credit/debit card. Please be aware that when you ask us to open an account for you, it is normal practice to check our new clients’ credit rating with a credit reference agency. We may also require your permission to contact any previous veterinary practices to obtain your equine’s medical history and to check that you do not have any o!utstanding accounts or a negative credit history.
Our professional fees are determined by the time spent on a case and the drugs, resources, materials, and consumables used. All fees, consumables and drug charges are subject to VAT at the current rate. We are always happy to provide written estimates for any procedure should you require one, however please bear in mind that any estimate we give can only be approximate, as often a horse’s illness will not follow a predictable or standard course. You can be assured however that the cost of prescription-only medicines is constantly monitored to ensure our prices are competitive.
Our Payment Terms
Payment Methods – making it easy for you
Our aim is to make payment as easy as possible for you. You may settle your account using:
Sort Code: 30-18-83, Account: 00268882.Reference: your invoice number.
Returned Cheques and Payments
Any cheque which you issue which is returned unpaid or any credit/debit card payment which is not honoured, or any cash payment which is found to be counterfeit will result in your account being restored to the original sum. As you would expect, additional charges may also be incurred in the process.
Inability to pay
If you find yourself in the unfortunate position of being unable to pay your account, please immediately contact our Practice Manager to discuss the situation.
Equine Health Insurance and Liabilities
Liabilities: Towcester Equine accepts no responsibility for accidents or incidents that occur whilst any equine is under our care. It is the owners responsibility to provide your own insurance cover.
Payment and Insurance:
Towcester Equine strongly supports the principle of insuring your horse against expected illness or accident. The role of the insurance company is to reimburse you for fees incurred for veterinary treatment. Even when insured, your veterinary charges and fees must be paid by you initially and are due for payment on presentation of the invoice. You then claim the fees from your insurance company. Under very specific circumstances Towcester Equine can arrange for Insurance Companies to make payment directly to us. This arrangement must be agreed before or at the time of treatment with a Towcester Equine Partner and with your insurance company. We cannot guarantee that your insurance company will cover the costs of your horses treatment and you are therefore encouraged to contact the insurance company to verify cover before any treatment has been administered. Many policies insist on this and failing to do so will invalidate your policy.
Livery Yards/Training Stables
Please ensure that you have made a suitable agreement with the livery/training yard owner that gives them permission to call the Vet on your behalf and authorise treatment for your horse. Our Policy for horses on livery/training yards, is to invoice the animal’s owner directly. Where livery yard/stables do arrange a veterinary service or purchases of goods from us, it is assumed that permission has been given by you for this service or goods to be provided. If this is the case, you will be invoiced and responsible for prompt settlement of that account. If you have a written agreement with the yard/training stable, that invoices will be initially settled by the yard/training stables, then that livery yard/training stables is responsible for ensuring accounts are settled on time. They also become liable for any late payment action. Their terms and conditions for this service are between you and them and not the responsibility of Towcester Equine.
Any dispute with the fees/service presented must be put in writing to the Practice Manager within 14 days of receiving the invoice. Where any dispute is not proven and as a result the payment is late, the overdue accounts procedure will become effective. Therefore clients are always advised to settle their invoice on time, and if there is a dispute this payment is made without prejudice.
Ownership of your Equine’s Records
Although we are treating your horse, all case records, x-rays, scans and similar documents are the property of, and will be retained by Towcester Equine. Whilst you are free at any time to see these records and even though a charge may be made for the investigations and interpreting the results, ownership of the resulting record e.g. an x-ray or ultrasound scan remains the property of the practice. 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.
Our guarantee to you: we will only use client details for the purpose of our business. We will not intentionally pass, without your permission, any details on to 3rd parties, unless specifically detailed above. We will aim to accurately maintain your contact preference details on our databases.
Your responsibility: you will provide us with correct and updated personal information to allow us to provide our services to you in a timely and efficient manner. All of our telephone calls are recorded for our own reference, and none of your personal details will be passed on without your permission.
All horses, ponies, donkeys and mules must have passports which should be available to our vets to check. We strongly recommend that passports are signed by you the owner to confirm that the horse is not for human consumption. If a passport is not available, a detailed record of your equine’s medicinal products must be retained.
Termination of services
You may ask us to stop caring for your horses at any time. Alternatively, we may withdraw our services if:
Under these circumstances, we will provide you with notice in writing.
Variation in Terms and Conditions of Business
No addition or variation of these conditions will bind the practice unless specifically agreed in writing by a Towcester Equine Veterinary Centre Partner. Additionally no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in anyway.