Terms of Business
This document sets out the terms upon which we carry out veterinary physiotherapy work for our customers. This is an important document. Please keep it in a safe place for future reference.
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These terms and conditions apply not only to current work but also to all future work unless we write to you amending the terms. In this document and in any correspondence with you, "Director" means Sarah Smith, "We" and "Our" means associates of TSA (Oakham) Ltd trading as Step by Step Veterinary Physiotherapy and Temple \smith Associates and "You" means the person who is our customer or, if more than one person, those persons who together are our customer. Where we act for two or more customers jointly it is on the understanding that we are authorised to act on instructions of either, both or any of them.
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Treatment hours: These will be determined by caseload and will be confirmed with you at time of booking.
Client confidentiality: The veterinary physiotherapist or business consultancy client relationship is founded on trust and in normal circumstances we will not discuss or disclose to any third party any information about a client or animal without either express or implied consent.
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Ownership of records: We retain, as our property, all clinical records. Any other business consultant, Chartered Accountant, veterinary surgeon or paraprofessional taking over a case may be forwarded copies of relevant records but only upon the request or consent of the client. Please refer to our Privacy Policy for further information.
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Insurance: We support the principle of insuring against unexpected accidents or illnesses. However, we would respectfully remind you that our terms of payment still apply and that the contract with the insurance company is between the client and the insurance company only. Direct payments to us from an insurance company may only be agreed by express permission of the Director.
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Fees/payment terms: All fees are payable upon the day of treatment, unless payment terms have been otherwise approved by the Director. We calculate our fees on any consumables used, professional time and opinion. Fees will be listed on a detailed invoice. Mileage is charged at an additional cost of 0.30 pence per mile, calculated for journeys over a 15 mile radius from our base at LE15.
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Payment may be made via credit/debit card, cash or BACS. If using BACS please see invoice for details. Any queries on your account should be raised with the accounts department within 14 days of the date of invoicing. We reserve the right to charge 3.0% interest per month on any account not paid within 14 days of date of invoice. Any payment not honoured by credit or debit card, or any cash found to be counterfeit made as full or part payment of an account will be added back onto the account and will incur additional charges in the way of administrative costs and bank charges, and may then be subject to the 3.0% interest charge.
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We reserve the right to pursue any unpaid accounts in any manner we deem appropriate. This may include the use of a debt collection service or civil proceedings. Any costs incurred by us in recovering unpaid accounts will be passed onto the respective client. For failure to comply with our payment terms we reserve the right to withdraw our services and will give notice of this in writing.
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Cancellation policy: We understand that there may be serious extenuating circumstances forcing you to cancel your appointment. In other circumstances, if at least 7 days notice is not given, we reserve the right to retain the deposit charged being up to 50% of the appointment or consultancy charge agreed.
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Complaints: Our aim is to provide a first-class service. However, should you wish to discuss any problems you may have with our services we ask you, in the first instance, to address such issues to the Director.
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Data protection: In holding and using data about you, we will comply with the provisions of the General Data Protection Regulation and the Data Protection Act 2018. In instructing us to treat your animal, or assist you with other professional services, including (but not restricted to) lecturing, training, tax and accountancy compliance you authorise us to use that data in the course of the work that we do for you. We will, where specifically required, pass on to Insurers details of clinical / accounting histories and case records relating to your animal, your business or personal circumstances. We will not divulge your details to other agencies except for debt collection purposes. In addition to our contractual services, we would like to process your Personal Information with your consent to send you information about other products and services available from the Practice. You can change your mind at any time and unsubscribe or subscribe by talking to the Director or by following the links on any marketing emails you receive. Please refer to our Privacy Policy for more details.
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Liability: You agree that you will not bring any claim arising out of, or in connection with, our services or goods provided against any individual member, Director, employee or consultant of TSA (Oakham) Ltd in their personal capacity. Any duty of care which would otherwise, as a matter of law, be owed to you by our Directors, employees or consultants is excluded from our contract with you. However, this does not alter or reduce any liability which TSA (Oakham) Ltd may have to you. The limitation and exclusions of liability shall not apply to any liability for death or personal injury caused by our negligence or to any other liability which cannot lawfully be excluded or limited.
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Terms of business for services provided outside of the UK and Ireland: This agreement and any dispute or claim arising out of, or in connection with, it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales. The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim that arises out of, or in connection with, this agreement or its subject matter or formation (including non-contractual disputes or claims).