TERMS AND CONDITIONS These are the terms on which we, Kintyre Veterinary Services (hereafter referred to as ‘KVS’), supply our services and related products to you. These Terms and Conditions shall apply to all supplies of Services and Products by us to you to the exclusion of all other terms and conditions. Please note that some aspects of these Terms may not be relevant to you, and we suggest you ask for further details if required. By authorising commencement of any services offered by KVS; either by completion of our registration form, placing an order for products or by booking any of our services; you agree to have accepted our terms and conditions of business. THE CUSTOMER/CLIENT PRACTICE RELATIONSHIP 1.1 A good, professional working relationship between you and KVS is of the utmost importance. We aim to treat all our clients fairly, with respect and without prejudice and to provide excellent customer and animal care at all times. 1.2 In response we expect our staff to be treated with politeness and respect. Rudeness and abusive behaviour will not be tolerated and may result in immediate termination of the service we provide to you (See Termination of Service). 1.3 To register with KVS please complete a registration form for one of our two account types. Your account registration determines which level of KVS products and services we provide to you and your animals. Registration forms are available on our website under REGISTER. REGISTERING AS A RETAIL CUSTOMER – SUPPLIES ONLY 2.1 Registering with KVS with as a ‘CUSTOMER’ is for customers seeking the provision of animal care products, feed, supplies only. This includes but is not limited to the supply of animal feed, non-prescription supplements, animal care and husbandry equipment products. 2.2 Under these terms as a ‘CUSTOMER’, any animal(s) under your ownership or to whom you have responsibility for, are NOT under the veterinary care of KVS. KVS does not accept any responsibility for the health of animals registered to a retail customer account beyond the overarching responsibility upheld by the RCVS oath. 2.3 Subject to approval, a customer may apply to register as a ‘VETERINARY CLIENT’ of KVS at any time by verbal or written communication. REGISTERING AS A VETERINARY CLIENT – SUPPLIES & VETERINARY SERVICES 3.1 In addition to the above, KVS provides our ‘VETERINARY CLIENTS’ with Veterinary Preventative Healthcare services. 3.2By applying to register as a Veterinary client you agree to the following: 3.2.1KVS veterinary services are provided to your animal(s) ‘under the care’ of RCVS registered Veterinary surgeon Dr Louise V Millar BVM&S MRCVS who, by approval of your registration, accepts responsibility for the health of your animals within the scope of the veterinary services offered (see below). 3.2.2As a mobile practice, offering a limited scope of services we recommend that clients are also registered with a full service local veterinary practice premises to ensure comprehensive veterinary care for your animal(s) including access to hospitalisation and surgical facilities. 3.2.3Details of any Veterinary practice(s) where your animal(s) is/are also registered must be provided at the time of registration. Refusal to disclose this information will result in refusal or immediate termination of your registration with us. 3.2.4Personal data, full animal medical records and ongoing clinically relevant information will be shared between KVS and any other practices with whom you are registered as per the ‘RCVS code of professional conduct – Mutual clients’ guidelines. SUPPLY OF VETERINARY SERVICES 4.1 KVS offers a mobile, predominantly preventative healthcare service to registered VETERINARY CLIENTS provided by principal vet Louise Millar BVM&S MRCVS and facilitated by home/yard/farm visits as well as virtual assessments and advice. 4.2 KVS Visits must be pre-booked at least 72 hours in advance and are subject to availability. Visits may be cancelled at short notice without reason at the discretion of our staff. 4.3 The Veterinary healthcare services provided by KVS include but are not limited to; herd and flock health planning, routine farm-animal diagnostic screening and testing, infectious disease control, vaccinations, microchipping, parasite risk assessments, the prescription and supply of anti-parasitic treatments, weight checks, nutrition, and dietary advice. (For full details of our current services please contact us) 4.4 The provision of any Veterinary Service is at our discretion, and we reserve the right to decline any service without reason or notice. 4.5 KVS do NOT operate a fixed veterinary premises. We do not have surgical, full diagnostic or hospitalisation facilities and therefore do not offer treatment for serious, acute illness or injury that require admission to a veterinary practice. 4.6 KVS can offer a vaccination and medication reminder system; however such systems are not infallible. Responsibility for ensuring that vaccinations or other time sensitive medications are given within the required timeframe remains with the client. KVS are not liable for any costs incurred should a course require starting again due to vaccinations being overdue. 4.7 You are free at all times, at your cost and, subject to the payment obligations in these terms and conditions, to seek a second opinion on or concerning any Veterinary Services provided. SUPPLY OF PRESCRIPTION MEDICATIONS 5.1 Under The Veterinary medicines regulations 2013 SI 2033, Veterinary Prescription only medications (POM-V’s) can only be supplied with a veterinary prescription. 5.2 For KVS VETERINARY CLIENTS this may be following a clinical assessment of your animal(s) and prescription made by a KVS Vet or based on the provision of a written prescription from another Vet with your animals under their care. 5.3 For KVS CUSTOMERS, POM-V medications can only be supplied against a valid written prescription from your registered vet. 5.4 Upon registration You agree to provide truthful and accurate information regarding your animal(s) to the best of your knowledge and to inform KVS of any significant change to your pet’s health including but not limited to; the results of any diagnostic testing undertaken at another Veterinary practice, the diagnosis of any significant illness, prescription of a new medication or change to the dosage or form of any medication given. 5.5 The prescription of medicines by KVS is based on the clinical information available to our vet at the time of assessment. You acknowledge and agree that KVS are not responsible for any inaccuracies in the information supplied by you or any other vet you are registered with which may impact our vet’s clinical decision making. Furthermore, KVS are not liable for any adverse outcomes relating to the inaccuracy or lack of disclosure of any clinically significant information provided to us. 5.6 You agree to use all medicines supplied in accordance with the instructions supplied with them or issued orally by a member of our staff. If you have any questions or concerns regarding the use of any product please contact us by phone or email for clarification. 5.7 Prescription medications supplied by KVS are ordered on an individual basis with limited stock stored in our dispensary. Due to this, availability and delivery timescales cannot be guaranteed. 5.8 Whilst we endeavour to responsibly prescribe medications with a strong safety profile, the use of any medication comes with a risk of side-effects and adverse reactions. In the event of such complications KVS will provide follow up support and care. This provision is subject to an urgent care fees as per our OOH care provision detailed below and you remain responsible for payment of any fees associated with this care. OUT OF HOURS AND EMERGENCY CARE 6.1 KVS provides 24/7 out of hours cover as per the RCVS Code of Professional conduct which stipulates that ‘all veterinary surgeons in practice must take steps to provide 24-hr emergency first aid & pain relief to animals according to their skills and specific situation’ 6.2 In line the above, KVS provides 24/7 emergency follow up care for services and medications supplied by us and will facilitate first aid and pain relief to all animals. As KVS hold a limited dispensary and are unable to offer surgical or hospital care, this may involve advice and support in seeking care at an alternative veterinary provider with more suitable provision. 6.3 If you are a KVS VETERINARY CLIENT and require urgent help please ring 07850 937530 to speak to a member of our team for advice. As KVS operate a mobile service in a very rural area with incomplete mobile coverage please be aware that calls may not always be answered immediately. In this case please leave a message clearly outlining your contact details, nature of the query and urgency and we will always endeavour to respond to your call as promptly as possible. If you do not hear back from us in a reasonable time frame please call again as poor mobile signal can affect voicemail messages and we may not have received your request or missed call. 6.4 The responsibility for contacting KVS to request out of hours care remains with the client and KVS do not accept any liability if contact details to return a call are not left and/or no repeated contact is made. 6.5 Care provided out of hours will incur additional fees. Remote video consultations are charged at £40. Emergency visits incur an urgent visit surcharge of £40 up to 10pm and £80 for overnight urgent visits between 10pm-9am in addition to standard daytime visit fees. 6.6 If you are a KVS CUSTOMER you must contact your usual registered veterinary practice for all veterinary care including OOH and emergency care. PLEASE NOTE: We hold a limited stock of medications and do NOT routinely keep pain relief or euthanasia drugs. We do NOT have hospitalisation or surgical facilities & cannot provide comprehensive treatment for injured or unwell patients due to our limited facilities and resources as a preventative healthcare provider but will always endeavour to offer the care, advice and support we are able to. SUPPLY OF RETAIL PRODUCTS 7.1 In the event of any defect or failure in any Product our liability to you shall be restricted to replacing the Product or refunding the price paid by you for the Product. 7.2 You acknowledge and agree that all Products must only be used in accordance with the instructions supplied with them or issued orally by a member of our staff. If you have any questions or concerns regarding the use of any Product, please contact us by phone or email for clarification. PAYMENT 8.1 All Veterinary Services and Products provided by us shall be charged to you in accordance with our then current price list, a copy of which is available on request, and which is subject to change without notice. If you have any question about any costs or fees that we charge please contact us for an estimate of costs prior to supply. 8.2 Payment is to be made in full, by BACS, cash or cheque, before or at the time the Veterinary Services or Products are supplied unless by prior agreement with Louise Millar. 8.3 In certain circumstances, and by prior approval, you may request a credit account in which the terms of payment are 7 or 30 days following the date of invoice. 8.4 If any invoice or other sum owed by you is not paid when due then we will send a reminder and without prejudice to any other remedies available to us, we may at any time: 8.4.1Add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed. 8.4.2Issue notice to you that no further Veterinary Services and/or Products will be supplied to you. 8.5 Unless otherwise stated, all prices for livestock (cattle and sheep) products and medication are quoted are exclusive of value added tax (VAT) which shall be added as appropriate. Prices for products and services relating to pets and horses are quoted inclusive of VAT. 8.6 If you are unable to pay for the Veterinary Services, we are only obliged to fulfil our minimum legal responsibilities and professional obligations in respect of your animals. COMPLAINTS 9.1 Our practice is committed to providing you with the highest level of service and customer care. We realise, however, that things can happen and that there may be occasions when you feel that the service provided has not met your expectations. 9.2 In the event that you are dissatisfied with any aspect of the Veterinary Services or Products supplied by us please contact KVS owner and principal vet L.Millar by telephone or email to discuss your concerns and we will endeavour to fully address any issues arising. 9.3 We ask that you refrain from placing comments relating to complaints in the public domain (such as on social media) as we would appreciate the opportunity to discuss and resolve any issues you have personally. 9.4 Every complaint will be taken seriously, will be investigated thoroughly and promptly, and remedial action will be taken as appropriate. 9.5 In the case of a complaint, we may share your information with our insurers or our indemnity providers or other professional advisors if we believe that this will enable us to resolve your complaint more effectively. LIABILITY 10.1 We carry professional indemnity insurance. We supply Veterinary Services and Products to you on the condition that our liability for any loss, claim, cost or expense arising out said supply shall not exceed and shall be limited to a maximum of the Insured Sum. TERMINATION OF SERVICE 11.1 We may terminate our provision of veterinary services (including our out of hours services) with immediate effect at any time for any reason at our sole discretion. 11.2 You may not be given written notice of termination of services or a ‘reason for termination’ 11.3 Reasons for termination may be recorded on the records we hold for you and records we hold for you may be transferred to a third party 11.4Reasons for termination include, but are not limited to: 11.4.1Failure to pay for products or services provided in accordance with the terms of payment outlined above 11.4.211.4.2 Any behaviour in the public domain that has the potential to damage our business (including reviews, posts on ‘social networks’) 11.4.3Failure to follow the procedures laid down in our terms and conditions or the reasonable requests of any of our team members 11.4.4Intimidation, rudeness, abusive language or threatening behaviour towards our staff. For clarity this includes behaviour either in person or over communication networks 11.4.5Video and/or audio recording of interactions (including telephone calls) with our staff against their will or without their full knowledge and consent 11.5 On termination you will be required to immediately pay all fees and settle all accounts. Any previous discounts, payment terms or arrangements will be immediately voided. 11.6 Where necessary we will involve third parties to recover unpaid fees, protect our staff and premises and address issues through the legal system. DATA PROTECTION 12.1 Our Practice is committed to protecting your privacy while providing you with excellent customer service. 12.2 We may obtain, use, process and disclose personal data about you in order that we may discharge our duties to provide veterinary services and products and for other related purposes including updating and enhancing client records, analysis for management purposes and statutory returns, crime prevention and legal and regulatory compliance. 12.3 We may use clinical and diagnostic information for study, training / research and sharing with other colleagues to improve health and welfare. 12.4 Anonymised patient information including images may be placed in the public domain to raise awareness of animal health and encourage good animal ownership.We may with your permission place information into the public domain that may identify your or your pet. 12.5 You have a right of access, under Data Protection Legislation, to the personal data that we hold about you. We confirm that when processing data on your behalf we will comply with the provisions of the Data Protection Legislation. For clarification ‘clinical records of a pet’ that do not contain personal data about you are not subject to Data Protection Legislation. 12.6 From time to time, and in accordance with the consents given at the time of registration, we may contact you to inform you about the products and services that we or selected third parties provide. Consent for these communications may be withdrawn at any time by contacting us at ……. 12.7 Our full Privacy Policy can be found on our social media and website and can also be provided on request by emailing WEBSITE, INTERNET PLATFORMS, EMAIL AND ELECTRONIC COMMUNICATIONS 13.1 Any information on our website or other internet platforms is for general information purposes only and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the information, products, services, or related graphics contained on the internet for any purpose. Any reliance you place on such information is therefore strictly at your own risk. 13.2 Through our internet platforms you are able to link to other websites which are not under our control. We have no control over the nature, content and availability of those sites. The inclusion of any links on our electronic platforms does not necessarily imply a recommendation or endorse the views expressed within them. SOCIAL MEDIA AND INTERNET PLATFORMS 14.1 Even though our practice has a ‘social media’ presence we would request that this is not used to obtain advice for animals under our care or request urgent attention for your pet. 14.2 If you use our ‘social media’ space we request that all activity is courteous, good natured and positive. We may at our sole discretion decide not to reply or act upon any ‘posting’ to any internet platform. THIRD PARTY SERVICES 15.1 From time to time, with your agreement, our practice may offer services provided (in part or in whole) by a third party. These services may include promotion of other service providers, microchip registration, insurance promotion, vaccination and treatment reminder services. 15.2 Services provided by some third parties may help you to meet your legal obligations (e.g. registration or updating of microchip details for your pet). It is your responsibility to check and maintain any records with the appropriate organisations and pay any associated charges or fees. 15.3 In no event will we be liable for any loss or damage whatsoever arising from using a service provided by any third party or failure of any service provided by a third party. MISCELLANEOUS 16.1 If any provision in these standard terms of business, or its application, are found to be invalid, illegal or otherwise unenforceable in any respect, the validity, legality or enforceability of any other provision shall not in any way be affected or impaired. 16.2 No agent or person employed by, or under contract with Kintyre Veterinary Services has the authority to alter or vary these conditions in anyway. 16.3 These terms and conditions may be altered by Louise Millar, Kintyre Veterinary Services without notice. 16.4 No alteration may be made to these terms and conditions without our express written consent. 16.5 If you have any questions please contact us. You can contact us by writing to us at Kintyre Veterinary Services, Southend, Argyll, PA286RU, email kvs@ or telephone 07850937530. Review Date: Feb 2024