Terms & Conditions for Green Balance Holistic Vet

This veterinary practice is registered at office address Bali Hai, Boat Dyke Lane, Acle, Norfolk, NR13 3AZ. This document sets out the terms of the contract established between us (Green Balance Holistic Vet) and you (the registered animal owner or individual requesting veterinary services) which comes into being when you register your animal with the veterinary practice or when you ask for provision of veterinary services. Should you have any queries regarding any aspect of these terms of business please do not hesitate to ask for further clarification.

General terms (applying to the provision of all goods and services)
Thank you for entrusting the care of your animal to Green Balance Holistic Vet.

Registration with a primary vet practice
We are NOT a primary vet practice. By registering with us you acknowledge this and agree to be registered with a primary vet practice for all conventional  care. We provide a secondary referral service to owners of pets. Each pet treated at Green Balance Holistic Vet must be registered with a first opinion veterinary practice  (from whom consent for our treatment must be granted) who will provide primary care and out of hours provision. We will request a history from your primary practice at time of registration and maintain a contact with this practice regarding any treatment your animal receives from ourselves.  It is essential for us to maintain accurate records of our clients and patients. In order  to do this we will periodically ask you to confirm the details we hold. If your details change, please  inform us so we may ensure our database is as up to date as possible. We will request your  animals medical history from your primary vet at time of registration. We may also periodically ask  for an updated record from your primary vet. We will contact your primary practice by email after every first  consultation, to inform them of any treatment provided to your animal. We will also contact your  primary practice after follow up consultations, should any treatment be altered. By registering with  us, you agree for us to contact your primary practice to discuss your animals care, at our  discretion.

Home visits

In most cases your pet will receive better treatment if it is brought into the practice where we have the equipment, facilities and staff necessary to treat them. Currently home visits are not offered.

Out of hours care and hospitalisation
We have NO provisions in place to provide emergency care. All out of hours care must be sought from your primary vet practice, or their  dedicated out of hours provider.

Payment
Payment is invoiced and due at the time of consultation or within 48 hrs or receiving the invoice via e-mail.
Payment ideally by BACS transfer. Details of how to pay are on every invoice. Please note that if a pet is registered with our practice we will assume that any person other than the registered pet owner who may bring the pet in for treatment is duly
authorised by the registered pet owner to seek treatment for the pet and to incur costs for which the registered pet owner will be liable. Where a pet is not registered with our practice we will assume that the individual requesting treatment accepts liability for all costs incurred. Herbal Formulas must be paid for in advance and cannot be refunded if you change
your mind or return unused tincture as they are bespoke to each individual. Herbal Formulas and other items are posted out to clients after payment is made using Royal Mail 1st Class and is subject to Royal Mail’s compensation levels as defined on their
website.

Cancellation Policy:
Cancellations are sometimes unavoidable, as long as 24 hours notice is given, you will not be charged. Please inform me by email or text/WhatsApp on GreenBalanceVet@gmail.com or 07769 660083.

Missed appointment and Late payment fees may be charged otherwise.

For ease of administration, you may prepay for a series of appointments, these are non-refundable if not attended, but you may rearrange  the appointment.

Please note I cannot always respond to messages and e-mails the same day, but will endeavour to reply as soon as possible. I do not respond on weekends. If you are concerned about your pet at any time, please contact your first opinion vet or their out of hours service. 

Estimates
We will happily provide a written estimate as to the probable costs of  a course of treatment. All estimates given are only approximate, and the final fee could be higher or lower than this estimate depending on changes during treatment and patient response to treatment. We will provide the details of the price of  any medicine stocked or sold on request.

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Missed Payments
The following general payment terms apply in all cases. If you become unable to pay your account according to the standard terms, this must be discussed as soon as possible. If you do not pay your invoice when it falls due we shall take such action as we consider appropriate to recover our fees which may include engaging third party debt collection agencies to recover the outstanding fees and/or instigating proceedings against you in the county court. In such cases, any costs levied by the debt collection agency will be added on to the outstanding balance owed by you and/or we will seek to recover any legal expenses from you. Please note that the use of debt collection agencies and the county court could affect your future credit rating. We shall be entitled to suspend the provision of any further goods and/or services until you have paid any outstanding sums in full. Where we consider it appropriate to do so we may require payment on account before goods and/or services are provided.

Insurance
We strongly support the principle of insuring your pet against unexpected illness or accidents. Due to financial advice laws we cannot advise on specific providers of insurance but can give more general advice on the types of policy likely to be appropriate for you and your pet.  Please be aware that it is your responsibility to settle our account and then reclaim fees from your  insurance company. Assistance can be provided at a set fee for completing insurance forms.

Complaints
We pride ourselves at Green Balance Holistic Vet on offering a quality service, and take customer complaints seriously. Should we not meet your expectations on any aspect of our service, please let us know at the time where possible to try and resolve the matter. Alternatively, should you wish to raise a formal complaint, we ask that you contact the practice in person, by telephone or in writing within three months of the complaint event. If unresolved, independent mediation will be sought before resorting to arbitration or litigation.

Data protection
When you register your animal with our practice or request that we provide veterinary services we will collect personal data about you. We will only collect data that we need to perform the services, take payment or contact you such as names, and contact details. Please note that we may pass your details to debt collection agencies or our legal advisers
for the purpose of recovering unpaid fees if you do not pay invoices when they fall due.

Client records
Client and clinical records, and other such similar documents (including, but not limited to, digital imaging results), are and shall remain the property of Green Balance Holistic Vet. You will be sent a copy of your pet’s report after each consultation and your pet’s records
will be sent to primary care veterinary surgeon, and any other therapists involved in our
pets care to ensure integrated treatment.