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Nurture Terms and Conditions

1. Definitions:

• “Veterinary Practice,” “we,” “us,” or “our” refers to Nurture.
• “Client,” “you,” or “your” refers to the pet owner or person responsible for the pet receiving veterinary services.
• “Pet” refers to the animal receiving veterinary care.
• “Pet Insurance Provider” refers to the insurance company providing coverage for veterinary services.

2. Services:

• We agree to provide veterinary services to your pet, including examinations, diagnostics, treatments, and surgeries, as required, and as outlined in the treatment plan discussed with you. All services are subject to the terms and conditions set forth herein.

3. Appointment Policy:

• Appointments are necessary for all veterinary services.
• We reserve the right to reschedule or cancel appointments due to unforeseen circumstances, and we will make reasonable efforts to notify you in advance.

4. Payment:

• Payment is due at the time services are delivered.
• We accept payment via cash, credit/debit cards, and other methods specified by Nurture.
• All fees are subject to VAT at the prevailing rate, as required by law.

5. Estimates:

• We will happily provide an estimate of the probable costs of treatment. Please be aware that any estimate given can only be approximate and your pet’s condition may not follow a conventional course and may require additional treatment. An upper limit to costs for any planned investigation or treatments can be agreed and we try to contact clients whenever possible where estimates are likely to be exceeded.
• Where possible, you will be informed of changes in the estimate before we proceed, however this may not always be possible if we are unable to contact or in the case of urgent or emergency treatment we will act in the best interests of your pet.

6. Inability to Pay:

• If you are aware in advance of treatment that you will be unable to settle your account within our payment terms, please let us know as soon as possible before treatment begins.
• If you find yourself in the unfortunate position of being unable to pay your account following treatment, please immediately contact our friendly Admin team (support@nurture.vet) to discuss the situation.

7. Failure to Pay:

• In the event of a failure to pay, we will issue a 7day letter which outlines the next step in our policy.
• If payment is not received within 7 of this letter days we may proceed to debt recovery via an external agency.
• Clients with outstanding/overdue charges will be asked to clear their account before any further treatment can be provided. If charges have been outstanding for some time, we may also request you pay for future treatment in advance.
• Clients who are persistently late in paying will be required to pay all fees in advance or at the time of treatment and access to our veterinary services may be withdrawn.

8. Debt Collection:

• If payment remains outstanding after 7 working days from the final reminder letter notice, the debt may be forwarded to a debt collection agency and an administration fee of £49.99 will be added to your account.
• We will make reasonable attempts to communicate with the client regarding outstanding payments before involving a debt collection agency.
• The client will be responsible for any additional costs associated with the debt collection process, including but not limited to agency fees and legal expenses.

9. Suspension of Services:

• Failure to settle outstanding balances may result in the suspension of veterinary services until the debt is cleared.

10. Pet Insurance Provision:

• We accept pet insurance from various providers. It is your responsibility to confirm coverage details with your Pet Insurance Provider.
• You must provide accurate and up-to-date insurance information at each visit.
• You are responsible for paying any deductible, co-pay, or non-covered services as specified by your insurance policy.
• The approval of insurance claims is subject to the terms and conditions set by your Pet Insurance Provider.
• We cannot guarantee the approval of any claim or the amount that may be reimbursed.
• We offer direct billing services for pre-approved insurance claims. However, this is subject to the policies of both Nurture and your Pet Insurance Provider. We charge an administration fee for direct claims of £19.99 which is payable pre submission.
• You authorise Nurture to communicate with your Pet Insurance Provider regarding your pet’s medical records and insurance claims.
• You are responsible for understanding the terms and conditions of your insurance policy and must inform us of any changes to your insurance information, coverage, or policy status.
• Nurture is not liable for any disputes or issues related to your pet insurance policy.
• Any discrepancies in coverage or reimbursement should be addressed directly with your Pet Insurance Provider.
• Any fees outstanding once your insurance company have settled the claim are payable by you within 14 days.

11. Dispensing of Medicines:

The Royal College of Veterinary Surgeons (RCVS) in the United Kingdom provides guidance and regulations regarding the dispensing of medicines by veterinary surgeons. Veterinary practices must adhere to these laws to ensure the safe and legal dispensing of medications. Below are key points related to RCVS dispensing laws:

i. Prescription Medicines:

• Veterinary surgeons may prescribe prescription-only medications (POM-V) for animals under their care.

ii. Dispensing by Veterinary Surgeons:

• Veterinary surgeons can dispense medications to clients registered with Nurture, in conjunction with a consultation, treatment plan or to manage on-going health conditions or wellness of your pet.
• Dispensed medications will be labelled in accordance with regulations, including information about dosage, administration, and any warnings.

iii. Prescription for Repeat Dispensing:

• Repeat dispensing prescriptions allow clients to obtain further supplies of medication without the need for a new prescription for a specified period.
• Once the specified period of a repeat prescription has elapsed will we request your pet is re-examined before further medication is dispensed. This consultation will be subject to a fee.

iv. Written Prescriptions:

• Clients have the right to request a written prescription to obtain medications from another source, such as a pharmacy.
• We will charge a reasonable fee for providing a written prescription.

v. Record Keeping:

• Accurate records of medications dispensed will be maintained, including details of the prescription, dispensing, and supply.

vi. Legitimate Sources:

• All our medications are sourced from legitimate suppliers, ensuring the quality, safety, and authenticity of the medications we dispense.

vii. Controlled Drugs:

• Extra care will be taken when dispensing controlled drugs (Schedule 2 and 3) to ensure compliance with specific regulations.

viii. Client Information:

• Clients will be provided with clear information about the medications dispensed, including dosage instructions, potential side effects, and any necessary precautions.

ix. Compliance with RCVS Code of Professional Conduct:

• Our veterinary surgeons are compliant with the RCVS Code of Professional Conduct, which includes guidance on dispensing medications responsibly and ethically.

x. Off-License Medications:

• In some cases, our veterinary team may prescribe off-license medications when it is deemed the most appropriate course of treatment.
• Off-license medications will only be prescribed when there is a well-founded clinical justification, and no licensed alternative is suitable.

xi. Medicine Returns:

• Dispensed medicines cannot be returned for refund due to health and safety regulations.
• If there are concerns about the dispensed medicine, please contact Nurture promptly.

12. Appointment Cancellation Policy:

• We require 24 hours’ notice for appointment cancellations.
• Failure to provide adequate notice may result in a cancellation fee.

13. Records and Privacy:

• We will maintain the confidentiality of your pet’s medical records in accordance with the Data Protection Act 2018.
• You have the right to request and receive copies of your pet’s medical records within 5 working days of a written request.

14. Urgent or Emergency Care:

• In the event of an emergency, we will make reasonable attempts to contact you. If unable to reach you, we will proceed with necessary emergency care in the best interests of your pet.

15. Responsibilities:

• You agree to provide accurate and complete information about your pet’s medical history and behaviour.
• You are responsible for the behaviour of your pet during visits, and you agree to follow the instructions provided by our veterinary team.
• You are responsible for settling fees associated with services and medicines provided by Nurture.

16. Liability:

• We will take all reasonable precautions during the provision of services. However, we are not liable for unforeseen complications or events.

17. Governing Law:

• These terms and conditions are governed by the laws of England and Wales

18. Service complaints or dissatisfaction

• Our aim is to provide you and your pet with the best possible service and care in line with our professional code of conduct; to pursue our work with integrity respecting our responsibilities to the public, our clients, and the Royal College of Veterinary Surgeons. First and foremost, we endeavour to ensure the health and welfare of animals entrusted to our care.
• We encourage feedback regarding all our services and strive to make effective improvement where and when opportunities arise. The sooner we are made aware the sooner we can address concerns and we encourage you to speak with us promptly even if during current treatment.
• All concerns received in writing or via our online form regarding dissatisfaction will be acknowledged within 5 working days and a proposed resolution issued within 10 working days. Where necessary concerns, will be escalated to the senior management team.

A full copy of our service complaints or dissatisfaction protocol is available on request.

19. Variation in Terms and Conditions of Business and Amendments:

• We reserve the right to amend these terms and conditions at any time. Updated terms will be effective upon posting on our website.
• No addition or variation of these conditions will bind the practice unless specifically agreed in writing by the Nurture Managing Director. 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.

By utilising our veterinary services, you acknowledge that you have read, understood, and agreed to these terms and conditions.

Published: January 2024

 

Thank you for choosing Nurture for your pet’s care.

Nurture, Westfield Road, Wells, Somerset, BA5 2HS.

Telephone: 01749 673239

hellowells@nurture.vet

 

Nurture, Summer Lane North, Worle, Weston-super-Mare, BS22 6BE.

Telephone: 01934 511611

helloweston@nurture.vet

 

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