Terms and Conditions

1. General

By registering as a client with EB Equine (“EB Equine”, “we”, “us” or “our”), instructing us to provide veterinary services, or purchasing goods or services from us, you agree to enter into a contract with EB Equine and to be bound by these Terms and Conditions.

These Terms and Conditions should be read together with any other information or policies we provide to you and are intended to operate in accordance with the Royal College of Veterinary Surgeons (“RCVS”) Code of Professional Conduct and applicable supporting guidance.

2. Veterinary Services

EB Equine provides veterinary services in accordance with the professional standards and requirements applicable to veterinary surgeons in the United Kingdom, including those established by the RCVS.

Where veterinary treatment is provided, we will exercise reasonable professional skill and care. However, veterinary medicine cannot always provide a predictable outcome, and the response to investigation or treatment may vary between individual animals.

Where appropriate, we will discuss the nature of proposed treatment, relevant risks and likely outcomes with you.

Emergency veterinary care is available on a 24-hour basis for services undertaken by EB Equine. Owners acknowledge that, in certain circumstances, prompt veterinary assessment and intervention may be important, particularly where complications such as post-injection infection or acute deterioration in lameness occur.

3. Fees, Estimates and Additional Charges

Fees may be charged for professional time, medicines, consumables, diagnostic investigations, equipment, facilities and any other services provided as part of the care of your animal.

All applicable fees and charges are subject to VAT at the prevailing rate unless expressly stated otherwise.

The cost of veterinary treatment will depend on the individual circumstances of each case and may be influenced by:

• the time required to assess and manage the case;

• the complexity of the investigation or treatment;

• the level of veterinary expertise required;

• diagnostic equipment and facilities used;

• medicines, materials and consumables required; and

• any additional treatment or investigation that becomes clinically necessary.

You are responsible for all reasonable costs incurred in connection with the veterinary care provided to your animal.

Veterinary cases may develop in ways that cannot be anticipated at the outset. As a result, the final cost of treatment may be greater than an initial estimate.

Where a significant or complex procedure is anticipated, we will discuss the likely costs with you and, where appropriate or requested, provide an estimate.

Unless we specifically confirm otherwise in writing, any estimate provided is an indication of anticipated costs only and should not be regarded as a fixed quotation. The final amount payable may change depending on clinical findings, further investigations, complications and the animal’s response to treatment.

We will make reasonable efforts to notify you of significant changes to anticipated costs where this is practicable.

Additional charges apply to consultations, procedures or other services provided outside normal working hours. The amount of any out-of-hours charge will depend upon the timing and nature of the attendance.

4. Invoicing and Payment

Following completion of treatment or investigation, we will normally provide an itemised invoice.

Unless otherwise agreed in writing, invoices must be paid in full in pounds sterling and in cleared funds within the payment period specified on the invoice. Payment may not be withheld or reduced by way of set-off or deduction.

We currently accept payment by:

• BACS; and

• cash.

Depending on the circumstances, new clients and existing clients undergoing certain procedures may be required to make payment before treatment or at the time the service is provided.

Interest may be charged on overdue accounts at a rate of 2.5% per month, calculated monthly, from the date payment becomes overdue until the outstanding balance has been settled.

Where an account remains unpaid for more than two months, we may refer the matter to an external debt recovery provider and/or commence legal proceedings. Where permitted by law, reasonable costs incurred in recovering the outstanding debt may also be sought from the client.

5. Outstanding Accounts and Suspension of Services

Where payment has not been received within the agreed payment period, we may take reasonable administrative or debt recovery steps without further notice.

You may be responsible for reasonable costs associated with recovering an overdue balance, including correspondence, administration, enforcement and other appropriate recovery measures.

Subject to our professional and legal obligations, we reserve the right to:

• suspend non-emergency veterinary services;

• decline further non-emergency work; or

• require payment in advance for future services,

where an account remains outstanding.

Nothing in these Terms and Conditions removes or limits our professional obligation to provide emergency first aid and appropriate pain relief where required under the RCVS Code of Professional Conduct.

6. Financial Difficulties and Payment Arrangements

If you believe that you may be unable to pay an invoice by its due date, please contact us as soon as possible.

In exceptional circumstances, we may agree to a payment arrangement at our discretion. Any such arrangement must be agreed in writing and will be subject to the terms specified by EB Equine.

If an agreed payment arrangement is not maintained, we may withdraw the arrangement and require the outstanding balance to be paid in accordance with these Terms and Conditions.

7. Insurance Claims

Any insurance policy you hold is a separate agreement between you and your insurer. EB Equine is not a party to that insurance contract and cannot guarantee that your insurer will reimburse any particular treatment or expense.

Where requested, we may complete veterinary or insurance documentation. A reasonable administrative charge may apply to reflect the professional time involved.

Unless we have expressly agreed otherwise in writing:

• you remain responsible for payment of our invoices within the applicable payment terms;

• you must not delay payment while awaiting an insurance decision; and

• any amount declined, delayed or only partially reimbursed by your insurer remains payable by you.

We strongly recommend that appropriate insurance cover is maintained for your horse or horses.

8. Horse Passports and Veterinary Medicines

A valid horse passport must be made available when your horse is examined or treated, where required by applicable legislation and veterinary medicines requirements.

Before treatment, owners must accurately inform us:

• if the horse's passport is unavailable; and

• whether the horse is intended for human consumption.

This information may affect which medicines or treatments can lawfully be prescribed or administered. Failure to provide complete and accurate information may therefore restrict the treatment options available.

9. Veterinary and Clinical Records

EB Equine maintains veterinary records in accordance with applicable legal requirements, professional standards and RCVS guidance.

Clients may request access to or copies of relevant clinical records, subject to applicable requirements. A reasonable administrative charge may be made where appropriate.

With your consent, and where legally or professionally appropriate, relevant records may be shared with another veterinary surgeon or veterinary practice involved in the ongoing care of your animal.

Information may also be disclosed without consent where we are legally required or otherwise permitted to do so.

10. Confidentiality and Data Protection

We recognise the importance of maintaining client confidentiality and handling personal information responsibly.

Personal data is processed in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (“UK GDPR”), and our Privacy Policy.

Information may be shared where necessary to provide veterinary services, fulfil legal or professional obligations, protect legitimate interests, or where you have provided appropriate consent.

Our Privacy Policy provides further information regarding how we collect, use, store and protect personal information.

11. Complaints

We are committed to providing a professional and high standard of veterinary care and client service.

If you are dissatisfied with any aspect of our service, we encourage you to contact us in the first instance. We will consider your concerns and seek to resolve them fairly and promptly.

Where a complaint cannot be resolved directly with EB Equine, you may have the option of referring the matter to the RCVS in accordance with its current complaints procedures and guidance.

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Privacy Policy

EB Equine Limited

 

1. About This Privacy Policy

EB Equine Limited (“EB Equine”, “we”, “us” or “our”) provides veterinary and related services.

This Privacy Policy explains how we collect, use, store and otherwise process personal information about clients, website users and other individuals who interact with us.

It should be read alongside our Terms and Conditions and any other privacy information or notices that we may provide from time to time.

2. Information You Provide to Us

We may receive personal information directly from you when you contact us, register with the practice, use our services, communicate with us or otherwise provide information to us.

This may happen when you:

• complete an enquiry or other form through our website;

• register as a client;

• arrange or receive veterinary services;

• communicate with us by telephone, email, in person or by other means;

• subscribe to communications from us; or

• contact us regarding a problem or issue with our website.

Depending on the circumstances, the information we collect may include:

• your name and contact details, including address, email address and telephone number;

• billing and payment information;

• relevant financial information;

• insurance details;

• information concerning horses owned by you or under your care; and

• other information reasonably required to provide veterinary or related services.

3. Information Collected Through Our Website

When you use our website, certain technical and usage information may be collected automatically.

Technical information

This may include:

• IP address;

• browser type and version;

• time zone and general location settings;

• browser plug-ins;

• operating system and platform; and

• approximate geographical information.

Website usage information

We may also collect information about how visitors use our website, including:

• the URL used to access our website and pages visited;

• clickstream information;

• dates and times of visits;

• page response times;

• download or access errors;

• length of time spent on particular pages;

• interactions with pages, such as scrolling and clicking;

• navigation behaviour; and

• the type of device used.

This information helps us understand how our website is used and identify opportunities to improve its performance, functionality and security.

4. Information Obtained from Other Sources

In certain circumstances, we may receive information about you or your horse from third parties.

These may include referring veterinary surgeons, veterinary laboratories, insurance providers, diagnostic services and other professional or service providers.

Information received may include contact details, insurance or billing information and information relating to horses owned by or under your care.

We will use such information only where there is an appropriate reason to do so, including where it is necessary to provide veterinary services or fulfil our contractual, professional or legal responsibilities.

5. Cookies

Our website may use cookies and similar technologies to recognise returning visitors, understand website usage and improve the functionality and performance of the site.

Further information about the cookies we use and how you can manage your preferences will be provided through our website where applicable.

6. How We Use Personal Information

Information provided directly by you

We may use your information to:

• provide veterinary and related services;

• arrange and manage appointments;

• communicate with you about your horse's treatment and care;

• administer accounts, invoices and payments;

• respond to enquiries and requests;

• provide information or notifications you have requested;

• notify you of relevant changes to our services, policies or terms; and

• send newsletters or other marketing communications where we have a lawful basis to do so.

You can unsubscribe from marketing communications at any time by contacting us at office.ebequine@gmail.com.

Information collected through our website

Website information may be used to:

• operate and administer our website;

• improve website content and functionality;

• understand website usage and performance;

• identify and address security issues;

• test and improve our systems; and

• carry out internal analysis and statistical research.

Information received from third parties

Where information is received from another source, we may combine it with information already held by us where this is necessary and lawful for the purposes described in this Privacy Policy.

7. Our Lawful Bases for Processing

Depending on the circumstances, we rely on one or more of the following lawful bases when processing personal information:

• Contract — where processing is necessary to provide veterinary services or otherwise fulfil an agreement with you.

• Consent — where you have specifically agreed to a particular use of your information, such as certain marketing communications.

• Legal obligation — where we are required to process or retain information to comply with applicable legal, regulatory, financial or professional requirements.

• Legitimate interests — where processing is reasonably necessary for purposes such as practice administration, service development, security, fraud prevention or business continuity, provided that these interests do not override your rights and freedoms.

8. Retention of Personal Information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and to meet applicable legal, regulatory, professional and accounting requirements.

Retention periods may be determined by, among other things:

• HM Revenue & Customs requirements;

• applicable RCVS guidance and professional obligations;

• recommendations from relevant veterinary professional and indemnity organisations; and

• our contractual and legal responsibilities.

 

9. When We Share Personal Information

Where appropriate and lawful, we may share relevant information with selected third parties involved in providing our services or supporting the operation of our practice.

These may include:

• referring veterinary surgeons and other veterinary professionals;

• laboratories, diagnostic and imaging providers;

• veterinary specialists and clinical partners;

• insurance companies;

• payment service providers;

• professional advisers;

• suppliers and contractors providing services to EB Equine; and

• website analytics and search providers.

We may also disclose information where necessary:

• in connection with a proposed or actual sale, acquisition, merger or restructuring involving the business;

• to comply with a legal or regulatory requirement;

• to protect the rights, property or safety of EB Equine, our clients or others; or

• to assist with fraud prevention, debt recovery or credit risk management.

Access to personal information by third parties will be limited to what is reasonably necessary for the relevant purpose.

For security, quality assurance and compliance purposes, communications sent to EB Equine email addresses may be monitored where lawful and appropriate.

10. International Transfers and Data Security

Some of the organisations or service providers we use may process or store information outside the United Kingdom or European Economic Area.

Where personal information is transferred internationally, we will take reasonable steps to ensure that appropriate safeguards are in place in accordance with applicable data protection legislation.

We use appropriate technical and organisational measures to protect personal information against unauthorised access, loss, misuse or disclosure.

However, no method of transmitting information over the internet or storing information electronically can be guaranteed to be completely secure.

11. Your Data Protection Rights

Subject to applicable legal conditions and exemptions, you may have the right to:

• request access to personal information we hold about you;

• ask us to correct inaccurate or incomplete information;

• request deletion of your information in certain circumstances;

• ask us to restrict how your information is processed;

• request the transfer of certain information to another organisation;

• object to particular types of processing, including direct marketing;

• withdraw consent where processing is based on consent; and

• make a complaint to the Information Commissioner's Office (“ICO”).

Requests relating to your personal information will normally be dealt with within one month, subject to applicable legal requirements.

12. Changes to This Privacy Policy

We may revise this Privacy Policy from time to time to reflect changes in our services, legal requirements or the way we process personal information.

The most recent version published on our website will apply from its stated effective date.

13. Contact Us

If you have any questions about this Privacy Policy, wish to exercise your data protection rights, or would like further information about how we handle personal data, please contact:

EB Equine Veterinary Group
Email: office.ebequine@gmail.com