Passports, Phenylbutazone and Other Medications
Passports should be available for the vet to check at the time of treatment.  Where a passport is not available, a detailed record of medicinal products must be retained.  If the horse has not been excluded from the human food chain, all medications must be recorded in part III of section IX.  To comply with EU legislation, phenylbutazone (bute) must NEVER be administered to horses intended for human consumption.  All carcasses are now being tested for phenylbutazone and DEFRA has indicated that prosecutions will occur if passport regulations are not adhered to.  Other medications, including anaesthetic agents, also fall under EU restrictions and their use must follow a cascade system.  If the horse is to enter the human food chain, a record of its use must be maintained and meat withdrawal times adhered to.

Instructions
In certain situations we understand persons acting as your agent, such as a stable manager or trainer, will make a request for examination, diagnosis or treatment.  We will assume unless advised in writing by yourself that they have your authority and are acting in your interest on your behalf.  We cannot accept instructions from anybody under the age of 18 years, unless they are the owner of the horse.  By giving instruction, either in person or by your agent, for an animal to be treated, you will be responsible for our charges. 

Pre purchase examinations
Information pertaining to pre purchase examinations remains the property of the purchaser instructing the practice.

Medication and Treatment
In order to comply with the RCVS Regulations, we cannot supply medication on prescription without first examining the animal.  Repeat prescriptions can only be given if the animal is under the actual care of the attending Veterinary Surgeon and we reserve the right to re – examine the animal before prescribing the medication.  Subject to our professional duties as Veterinary Surgeons, we reserve the right to make final decisions on treatment.  We retain the responsibility for radiographs, ultrasound scans and other diagnostic images, but at your request these can be forwarded to another Veterinary Surgeon.

Feedback and Complaints
We are always pleased to receive feedback on the service we provide and love to hear how our patients are progressing over time.
We hope to ensure you never have reason to complain about the standards of service received from us. However, if you feel that there is something you wish to raise, please do discuss it with a member of staff on the day and also in writing within 28 days to our client care manager, Katie Jones. You will receive an acknowledgement by return and then there will be a period while the case is investigated and reports collated from those involved. A reply in writing will follow, usually within 28 days although the period may be longer if the staff involved are on annual leave.
We do not tolerate any aggressive, or abusive behaviour to any staff member, at any time. Any client who behaves in such a way will be asked to leave the premises immediately and will then be notified in writing that they must find alternative veterinary cover.

Data Protection
We will only use client details for the purpose of our business and will not intentionally pass any details on to third parties without your permission.

Fees
All our fees and medical charges are subject to VAT at the current rate.

Payment of account
Settlement is required within 30 days of the invoice date.  Preferred payment is by BACS quoting invoice number or account reference.  Alternatively cheques may be made payable to Brain Partners Equine Vets Ltd.  Failure to settle the outstanding account within 90 days of issue of the invoice will result in the account being referred to our solicitors.  If for any reason you are unable to settle your account we ask that you discuss the matter promptly with the office.

In the event of continued non-payment of your account, the practice reserves the right to suspend veterinary attendance and treatment until arrears are met. 

The practice reserves the right that failure to comply with payment terms may result in our insisting that further treatment be paid for at time of treatment.

Insurance
Please note that it is the clients responsibility to settle the account in accordance with these terms.  It is not the responsibility of Brain Partners Equine Vets Ltd to seek payment from the insurance company: this remains the responsibility of the client to whom the invoice is addressed.

Overseas clients
Horse owners in Ireland or France should seek advice from the Horse Passport Agency or the Dept of Agriculture, Fisheries and Food for information specifically relating to them.

We reserve the right to change our terms and conditions at any time.