Working with us
Terms and Conditions of Business
Find out more about the terms that, at the Cheltenham Equine Vets, we offer to all clients using our Veterinary services, including horses, ponies and donkeys.
Last updated 29 December 2023.
Thank you for entrusting the care and attention of your horse to Cheltenham Equine Vets.
These are the terms under which we offer all our clients Veterinary services. Please be aware that by requesting our veterinary services and by registering your horse, pony or donkey with us, you are agreeing to abide by these terms and our privacy policy. These Terms and Conditions shall apply to all matters that we handle on your behalf.
Some aspects of the Terms may not be relevant to you and we request that you ask for further explanation or clarification if required.
No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by one of the practice directors. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in anyway.
Privacy Policy
This is available on our website, here.
Fees and Payment Terms
Payment is due within 7 days of the date of the invoice (with the exception of Direct insurance payments: see below)
All fees and drug charges are subject to VAT at the current rate (with the exception of equine supplements which are not subject to VAT).
Fee levels are determined by the time and expertise spent on a case and according to the drugs, materials and consumables used. Visit charges are calculated on the distance travelled from the surgery.
You will receive a detailed invoice for every consultation, surgical procedure or transaction with us.
Prices for consultations and routine procedures are available upon request.
Methods of Payment
You may settle the account using:
- Cash
- Cheque
- Credit or debit card – Maestro, MasterCard, Visa
- Bank transfer
We accept payment in Pounds Stirling (GBP) only.
Debt Collection Process
For non insured, or indirect claims, our debt collection process is as follows:
- at 7 days, a polite reminder by email, post or telephone
- 21 days +, debt letter 1 by email or post
- 7 days after letter 1, letter 2 is sent
- 14 days after letter 2, letter 3 is sent.
At the point at which we send letter 3 we will add a 2.5% increase in invoice value and a £28 administrative fee. If payment is still outstanding 7 days after letter 3, Court proceedings will be initiated to recover the debt.
In cases of payment repeatedly exceeding the 7 day terms, we reserve the right to request payment at time of appointment booking.
Estimate of Treatment Costs
Whenever possible we will provide you with an initial estimate of the likely cost of the proposed treatment and this will be a guide only as an illness will not follow a conventional course. However, during the course of the proposed treatment additional treatment may be and we will use reasonable endeavours to provide you with an updated estimate. Please make the veterinary surgeon in charge of the case aware if costs are a major concern or if you have a budget.
New Clients and Payment Terms
New clients are expected to pay at the time of treatment for the first 3 months. Prepayment of £300 will be taken prior to initial visit for undiagnosed issue or emergency treatment.
Overdue Payments
It is practice policy to accommodate and co-operate with our client whenever possible. However, if payment is not made in accordance with our terms or if any special agreements are not honoured, all bad debts will be referred to our Debt Collection Agency and / or the County Court for recovery. Any cheque returned by our bank as unpaid, and credit card payment not honoured will result in the account being restored to the original sum with further charges added in respect of bank charges and administrative costs.
We may suspend our services for non-emergency treatment until payment is made.
Inability to Pay
If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with the Veterinary Surgeon at the time of the consultation or prior to treatment.
Insurance for Veterinary Fees
Cheltenham Equine Vets LLP strongly supports the principle of insuring your horse against unexpected illness or accidents. Please ask for details about insurance from any member of staff.
Please note that the owner of the horse will remain liable for the payment of all fees unless and until we receive settlement in full from the insurer and we reserve the right to obtain payment from you, the owner, while a claim is made. If we do not receive payment from the insurance company within 30 days of requesting payment, we reserve the right to request payment from the owner. While we will provide all accurate information required in expediting any claim, we cannot negotiate with any insurance company. If an insurance claim is unsuccessful the owner will be expected to pay any costs associated with the care of their animal.
Invoices for Insurance Claims
Even if an invoice relates to an insurance claim and the practice has agreed to forward it to the insurance company, the practice will still send the invoice to the owner as it is important that you know what is being claimed for and keep track on the amount of vets fees being claimed to ensure that they do not exceed the maximum amount claimable.
We require payment of the excess as soon as possible, following which the insurance company will pay the balance.
We charge an insurance processing fee (£28) for all claims where the Insurance company pays us directly. We also require payment of the insurance processing fee at the start of the claim.
Refund Policy
We are able to issue refunds or credit notes on services supplied by the practice if they have been invoiced erroneously. These will be considered on a case by case basis and you should contact the practice by telephone or email and discuss with the office manager or one of the partners if you think that a refund is required.
Refund for Returned Medications and Supplements
If you have purchased medications or supplies from us and you have had them in your possession, we are unable to take them back for a refund. This is due to the uncertainty of how drugs have been stored and handled. We are not then able to re-sell such items. However, we can assist with the safe disposal of medication that is no longer needed, further details are available from our practice staff.
Please note your statutory rights remain unaffected.
Vaccinations
We remind you that it is your responsibility to ensure that all vaccinations and boosters for your horse are kept up to date.
We do send reminders as a courtesy gesture, but the owner is responsible for verifying the reminders against the vaccination record in the passport.
Passports
All horses, ponies and donkeys are required to have horse passports which must be available for Practice Staff 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.
Microchipping
From 1st October 2020 all horses in England must be microchipped.
Prescriptions
You may obtain prescription only medicines, Category V (“POM-Vs”) from the Practice or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. We charge a Prescription charge for this, unless you are a member of our Horse Health Plan. We can only prescribe POM-Vs for animals under our care. This means that we need to re-assess animals periodically. The time frame for re-examine is dependent on the condition for which the medication is prescribed, and is to be advised by the treating veterinary surgeon. There is a charge for re-examination unless we have seen the animal for routine vaccination or other examination within the required time frame for re-assessment,. We perform health checks at the time of routine vaccinations.
We require at least 48 hours’ notice for any requests for a repeat or written prescription.
Our Team
We are committed to providing a work environment that is free from adverse behaviour or abuse and we will not tolerate any behaviour which is contrary to this. If our team reasonably believe that you are acting in an inappropriate manner we reserve the right to suspend the provision of our services and if necessary contact the relevant authorities to ensure the safety and security of our staff, other clients, animals and property.
Complaints
We hope that you never have recourse to complain about the standards of service received from Cheltenham Equine Vets. However, if you feel that there is something you wish to complain about, please direct your comments in the first instance to a Practice Manager or Partner.
If we are unable to resolve your complaint you may complain to: The Royal College of Veterinary Surgeons, Horseferry Road, London. We will co-operate fully with any investigation the RCVS may undertake.
Marketing
As a client of Cheltenham Equine we may, from time to time, send you relevant and carefully selected marketing literature and newsletters, either by post or email. We will NEVER give your details to external companies for such marketing. If you would prefer for us NOT to send you such information please contact us to request you do not receive any such literature.
Ownership of Radiographs and Similar Records
The care given to your animal may involve doing specific investigations, for example taking radiographs or performing ultrasound scans. Even though we make a charge for carrying out these investigations and interpreting their results, ownership and retention of the resulting record, for example a radiograph, will remain with Cheltenham Equine Vets LLP. Similarly, case records are also the property of the practice.
On request from another veterinary surgeon taking over the case copies and a summary of the history will be passed to them following client authorisation.
Leah joined the team as a part time Vet Tech in 2024. When she isn’t in work, she is studying to be an Equine Vet Nurse at Hartpury University. Fortunately for us, she has decided to stay in Gloucestershire for the long term.
Frew had a long and successful career as a dentist, firstly within the military and then the NHS. After taking some time out, she joined Cheltenham Equine as part of our office team. She quickly learnt that she was unable to reduce the high levels of sugary foods we consume and is taking the lead with making our business more sustainable.
Millie completed EMS placement with us whilst at Nottingham Vet School. When she had completed her exams she contacted us to ask if she could join us! She started helping the vets on the road and supporting the office, but swiftly moved on to clinical work once she graduated. Her initial role helping with administration gave her a great start in getting to know our clients.
Alice is on sabbatical until April 2025. Alice helped us out on a locum basis in the Autumn of 2022 and we all got on with her so well that she joined us full time in January 2023. Following an internship at Towcester, where she gained valuable first opinion and referral skills, she relocated to Gloucestershire in order to work at Cheltenham Equine. Alice has quickly become an integral and forward thinking part of our team, she particularly enjoys poor performance work and diagnostic imaging.
Anna graduated in 2013 from the University of Liverpool, she spent a couple of years in mixed practice before undertaking an equine internship at Three Counties Equine Hospital. Anna joined the practice in 2016, she loves all aspects of equine veterinary medicine, but what drives her most is getting to know the individual horse/pony and owner and working with them to do the best thing for the horse.
Nicola joined the office team in April 2019 having worked in a variety of human healthcare settings. She is our Practice Manager and embraces all the challenges of life at Cheltenham Equine. She enjoys meals out with her family and walks with her Spaniel (who joins her in the office a couple of days a week where she enjoys meeting clients) Nicola has also recently joined the training section of Cheltenham Silver Band.
Lindsay graduated from Edinburgh in 1998 and has mainly spent her career as an equine vet working in first and second opinion equine practices. In the last 10 years she has become increasingly interested in subtle poor performance in the athletic horse. “I consider every ridden or driven horse to be an athlete on some level, even the happy hacker needs to be thought of as having an important job to do” Lindsay regularly incorporates acupuncture into her treatment regime and enjoys working along side experienced physiotherapists to get the best treatment for the horse. In her spare time Lindsay juggles a menagerie of animals and children.
Becky graduated from Nottingham Vet School in 2023, she visited us as a student twice and we were so impressed with her that we offered her a position after she graduated. Becky has a keen interest in dentistry and since graduating has completed an advanced dentistry course.
Paola is our Business and Finance Manager. She sheds light on those sums which some of us struggle to understand. Out of work, she is discovering the joys of not cleaning up after her boys who are now both at University. Of course, this also gives her much more time to spend with her horse Joey.
Kay joined our administration team in September 2021. After many years of working in small animal practice, she is very happy to be part of our equine world now. Joining Cheltenham Equine has given her an insight into the world of horse medicine which is great for Mosco her beloved cob.
Jess qualified from Edinburgh University in 2003, and began her career working at Three Counties Equine Hospital, initially as a house surgeon then an assistant. A job in equine practice in Yorkshire followed, then she joined us in 2008. Jess enjoys all aspects of equine work, seeing clients and building relationships with them and their horses. Out of work she enjoys riding her own horse Charlie, and has a busy family life on the farm with 2 young sons and a collection of ponies, horses, dogs, chickens & sheep!