Please read the following important terms and conditions that apply to our home visit services and check that they contain everything which you want and nothing that you are not willing to agree to.

This contract sets out:

  • your legal rights and responsibilities;
  • our legal rights and responsibilities; and
  • certain key information required by law.

In this contract:

  • We“, “us” or “our” means Abbey House Veterinary Practice (a trading name of Spinney Lodge Newco Limited) with company number 10729794 whose registered office is at Friars Gate, 1011 Stratford Road, Shirley, West Midlands, United Kingdom, B90 4BN; and
  • You” or “your” means the person buying services from us.

If you don’t understand any of this contract and want to talk to us about it, please contact us by:

  • email at reception@abbeyvetspets.co.uk (emails will be monitored Monday to Friday: 8 am to 8 pm); or
  • telephone on 0113 252 5818 (calls will be taken Monday to Friday: 8 am to 8 pm).
  1. INTRODUCTION
    • If you have booked a home visit with us, you agree to be legally bound by this contract.
    • This contract is only available in English. No other languages will apply to this contract.
    • By law, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that we must give you certain key information before a legally binding contract between you and us is made (see the summary box below). We will give you this information in a clear and understandable way. Typically, our representative will give you this information over the phone or in person when you contact us to book the home visit services. Some of this information is also set out in this contract, such as information on our complaint handling policy (see clause 8).

Information we will give you

We will give you information on:

– the main characteristics of the services you want to buy;

– who we are, where we are based and how you can contact us;

– the estimated price of the services including any taxes (or where this cannot reasonably be worked out in advance, the manner in which we will work out the price);

– the arrangements for payment, carrying out the services and the time by which we will carry out the services;

– how to exercise your right to cancel the contract and the costs of doing so

– our complaint handling policy can be found in section 5 of this document and on the contact us section of our website.

  • The key information we give you by law forms part of this contract (as though it is set out in full here).
  • If we have to change any key information once a legally binding contract between you and us is made, we can only do this if you agree to it.
  • Below, we set out how a legally binding contract between you and us is made in respect of home visit services (Part A) and in respect of additional services received during a home visit (Part B).
  • We must provide you with services that comply with your legal rights.
  1. YOUR PRIVACY AND PERSONAL INFORMATION
    • Our “Privacy Policy” is available at our website: https://www.mars.com/privacy-policy-us.
    • Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
  2. PART A: HOME VISIT SERVICES

Arranging home visit services with us

  • You will book your home visit service either over the phone or in person and at the point of booking a legally binding contract will be in place between you and us and we will start performing the services as agreed. When you book your home visit service on the phone, we will:
    • explain your basic rights to you over the phone;
    • send you a confirmation text and/or email (to the extent you have signed up to either or both); and
    • send the full documentation:
      • by email if you have provided your email address to us and informed us that you are willing to receive your documentation by email; or
      • if you have indicated that you do not want to receive your documentation by email and there is sufficient time between you booking the home visit and your appointment, by post; or
      • if you have indicated that you do not want to receive your documentation by email and there is not sufficient time between you booking the home visit and your appointment, via the vet in person.
    • Where you book your home visit in person, we will also follow the steps above. However, you will receive your documentation at the time of booking.
    • We restrict our home visit services to inhabitants of the following postcode areas: LS10, LS11, LS12, LS15, LS25, LS26, LS27 BD11, BD12, BD19 WF1, WF2, WF3, WF5, WF6, WF10, WF12, WF13, WF15, WF16, and WF17. To book a home visit you must be residing within one of these postcodes.  We reserve the right to cancel your booking where this is not accurate or becomes inaccurate prior to us providing the services.

Carrying out the home visit services

  • We will carry out the services at the time and date on which you and we agree at the time of booking (unless otherwise rearranged by you or us under these terms).
  • Our carrying out of the services might be affected by events beyond our reasonable control. If so, there might be a delay before we arrive to start the home visit services, having made reasonable efforts to limit the effect of any of those events and having kept you informed of the circumstances, but we will try to start the services as soon as those events have been fixed. Examples of events which might be beyond our reasonable control include:
    • we cannot access the site at the times we agreed with you;
    • poor weather conditions;
    • traffic conditions; and
    • miscellaneous veterinary emergencies experienced by us and/or our vets.

Charges and payment

  • We will charge you £15 home visit fee when you book the home visit services. We charge for home visit services on a fixed fee basis, based on the number of visits rather than the number of pets.  Only one visit fee applies irrespective of the number of pets to be treated up to a reasonable amount.  The home visit fee only covers the cost of the vet’s attendance.  The cost of additional services including the consultation and treatment is additional to the home visit fee and is detailed in Part B below.
  • We accept payment by cash, credit cards, and debit cards where you are booking in person. We accept payment by credit cards and debit cards over the phone.  We do not accept cheques.  The home visit fee must be received by us no later than 1 working day before your home visit appointment.  A working day is any day Monday to Friday excluding bank holidays in England during the hours 8am – 8pm.
  • All payments by credit card or debit card need to be authorised by the relevant card issuer. If your payment is not received by us, we will endeavour to notify you and we may cancel your home visit appointment.
  • The price of the services:
    • is in pounds sterling (£)(GBP);
    • includes VAT at the applicable rate;
    • does not include the cost of additional services detailed under Part B below.

Right to rearrange your appointment

  • You may rearrange your home visit appointment by a clear statement (e.g. contacting us by phone, or email) at any time up to 1 working day before the date of your home visit appointment. In this instance, a “working day” is any day Monday to Friday, excluding bank holidays in England during the hours 8am – 8pm.  If you are rearranging the working day before your appointment, we would prefer if you rearrange by telephone or in person to ensure we have received your communication.  However, if this is not possible, please ensure your email is sent within our office opening hours.
  • If you rearrange your appointment, your £15 home visit payment will not be refunded. Instead the payment will be applied to your new appointment date and time.

Right to cancel this contract

  • You have the right to cancel this contract up until 1 working day before the date of your home visit appointment without giving any reason. In this instance, a “working day” is any day Monday to Friday, excluding bank holidays in England during the hours 8am – 8pm.  If you are cancelling the working day before your appointment, we would prefer if you rearrange by telephone or in person to ensure we have received your communication.  However, if this is not possible, please ensure your email is sent within our office opening hours.
  • To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. contacting us by phone, or email). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
  • Where you have not cancelled or rearranged before this deadline, the fixed fee will not be refundable other than where we have provided a faulty service in accordance with clause 5.
  • If the vet is not able to perform the examination due to your pet not being available during the time booked for your home visit, the fixed fee will still apply.

Effects of cancellation

  • If you cancel this contract in advance of the deadline, we will reimburse to you all payments received from you (being the £15, assuming it has been received by us) except where we are allowed to keep such payments.
  • We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract.
  • We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
  1. PART B: ADDITIONAL SERVICES DURING HOME VISITS

Receiving services from us

  • The home visit fee covers the home visit. Additional services such as consultations and examinations booked at the time the home visit appointment is made will be provided in accordance with the terms in this Part B.
  • During a home visit, one of our vets may suggest additional services that he/she recommends for your pet. At this point, and to the extent you have not already received an estimate for such additional services, he/she will provide you with an estimate for such additional services.  This estimate may be revised by the vet during the course of delivering the services (should you offer to buy such services from us) e.g. if new information comes to light.  We will ensure that the price you pay for the services is reasonable.  Please see “Charges and payment” below for more information about estimates.
  • Where the vet is unable to carry out the services (e.g. the vet is not carrying the required medicines or there is not sufficient time) we will advise you of this at the time. We will then suggest alternative options e.g. visiting us in person with your pet or arranging an appointment at a later date for which a further home visit fee will apply.
  • We will only accept your request and proceed to carry out any additional services once you have:
    • signed an payment agreement form to confirm you will make a payment within 1 working day of your appointment; or
    • made payment over the phone in advance for the services to be carried out.

At this point a legally binding contract will be in place between you and us and we will start to carry out the services in the way you and we have agreed.

Charges and payment

  • We will let you know the basis of calculating the charges for the services and related goods (and any extra charges such as delivery charges) to the fullest extent we can when you request additional services from us.
  • We charge for our services on an estimate’s basis. This will be based on our best estimation, from our experience, on how much our services will cost. If we can and you ask us for it, we will let you have a number of estimates (e.g. best-case scenario, worst case scenario and likely scenario). We may charge you a lower or higher amount than stated in the estimate. Where we charge you a higher amount, this might occur for a number of reasons, in particular, if what you need us to do changes, or the amount of services you need us to carry out increases or is different from what we and you agreed before we started carrying out the services; or when we carry out the services, it becomes clear the extent of services we will need to carry out is different from what we agreed before we started carrying out the services and we could not have reasonably foreseen this. For the additional services, we provide estimates only, and do not give quotations or binding indications of how much we will charge.
  • We accept payment by cash, credit cards, and debit cards. We do not accept cheques.
  • You will be invoiced, and your credit card or debit card will be charged. All payments by credit card or debit card need to be authorised by the relevant card issuer.
  • The price of the services:
    • is in pounds sterling (£)(GBP);
    • includes VAT at the applicable rate;
    • only includes the costs of the services specified.

Right to cancel this contract

  • Where you accept additional services, you will waive your right to cancel this contract within 14 days without giving any reason as we have agreed to carry out the services during the home visit and this is within the 14-day cancellation period.
  1. FAULTY SERVICES
    • Any services we carry out under this agreement will be carried out with reasonable care and skill in accordance with your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). For more detailed information on your rights and what you should expect from us, or if you have a problem with any of the services you have received under these terms, please:
      • speak with us in clinic about what to do if things go wrong;
      • contact us on our website at https://www.abbeyvetspets.co.uk/contact-us/, by using the contact details at the top of these terms, or the contact details set out at the bottom of this page; or
      • visit the Citizens Advice website www.citizensadvice.org.uk or call 03454 04 05 06.
    • Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
  2. END OF THE CONTRACT

If this contract is ended it will not affect our right to receive any money which you owe to us under this contract.

  1. LIMIT ON OUR RESPONSIBILITY TO YOU
    • Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, we are not legally responsible for any:
      • losses that were not foreseeable to you and us when the contract was formed;
      • losses that were not caused by any breach on our part;
      • business losses; and
      • losses to non-consumers.
  1. DISPUTES
    • We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with: the services; our service to you generally; or any other matter, please contact us as soon as possible.
    • If you and we cannot resolve a dispute using our internal complaint handling procedure, we will:
      • let you know that we cannot settle the dispute with you; and
      • give you certain information required by law about your next steps.
    • If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract. The laws of England and Wales will apply to this contract.
  2. THIRD PARTY RIGHTS

No one other than a party to this contract has any right to enforce any term of this contract.