TERMS AND CONDITIONS

Our commitment to you:

All our services are by appointment only, with opening times, Mon-Fri 9am-5pm and Sat 9am-12pm.
Out-of-hours emergency service is provided through Rathfriland Vet Clinic.
Although our clinic provides in-patient care, we do not have hospital status and the animals that are boarding are not under 24 hour supervision. Appropriate care and treatment will be provided for critically ill patients however until they are able to be moved to a suitable hospital.

Fees

In giving instructions, either in person or by your agent, for an animal to be treated, you are responsible for payment of our charges and fees.
We aim to run a transparent pricing policy, with fair charges and competitive fees. The professional fee levels consist of time spent on the case plus cost of drugs, materials, resources and consumables used. All these charges are subject to VAT at the current rate. There are occasions on which we incur charges on the client’s behalf, such as test carried out by outside laboratories, these may be invoiced to you at a later date.
We prefer our clients to pay for their consultations and treatments on the same day therefore we will give a 5% discount when this is done. This also goes for in-patients, whose invoices need paid on collection.
We accept cash, debit and credit cards. Unfortunately we can no longer accept cheques from first time clients.
On the rare occasion that bills are put on account, this must be with consent of the practice partners and these must be paid within 1 month of billing. If debt remains outstanding after this, we will add interest for each additional month. Bills outstanding for any longer than 90 days will automatically be forwarded to our solicitors or civil proceedings started (small claims court). In the case of persistently slow payers or bad debtors, we may no longer be able to provide our services to these clients and will give them due notice thereof.
In some instances we will not commence examinations before credit card details of the client or payments are received e.g. vetting for clients living abroad or expensive surgery.

Estimates of treatment costs

Whenever possible we will give you an estimate of the cost of treatment or investigation, however, variations and complications may arise, resulting in further costs being incurred. Therefore estimates can only be approximate and may be subject to change.

Inability to pay

If you find yourself in the unfortunate position of being unable to pay, please contact one of the practice partners as soon as possible, so that suitable arrangements can be made. Instalments or part payments of accounts can only be authorised by practice partners.

Equine Health Insurance

We recommend all our clients to have their horses insured by a reputable insurance company. Any insurance agreement is between the owner and their insurance company, not with our practice. Insurance claims carry the same payment terms as above. This means in most cases the client will have to settle their account with us, before their insurance company has settled their claim. By prior arrangement we may defer these terms, providing the insurance claim will be paid directly to Tullyraine Equine Clinic, and providing the insurance company has agreed to settle the claim in principal. The client will still have to pay any excess and costs not covered by your insurance and any costs later rejected by the insurer.

Complaints

At all times, we aim to provide our clients with a professional service of the highest standard. Should any problems arise, our approach is to be constructive. Every complaint will be taken seriously, will be investigated thoroughly and promptly and remedial action will be taken as appropriate. If you have a complaint, please send it in writing to Hugh Suffern, Practice Partner, Tullyraine Equine Clinic, 37 Quarry Road, Banbridge, Co. Down or The Practice Partners, Rathfriland Vet Clinic, 11-17 Castle Street, Rathfriland, Co. Down. We would expect to resolve any problem to your satisfaction.

Feedback

We welcome and take into account any feedback given, whether positive or not. Please email us with yours, we will be grateful to receive it.

Ownership of Records

Case records, including radiographs and similar documents of your equines, are retained and owned by Tullyraine Equine Clinic. Although the client is charged for the taking, diagnosis and advice of radiographs, they do not buy ownership of them. In appropriate circumstances, we can provide the client with copies of radiographs.
At the request of our client, copies of relevant clinical records can be forwarded to another Veterinary Surgeon taking over the treatment and care of the client’s horse.

Disclaimer

None of the information on our website substitutes individual advice concerning your particular case. You should not rely on any information contained on this website or in the documents available through it as if it were veterinary or other professional advice. If you require advice on any specific veterinary issue, please contact one of our veterinary surgeons listed on our website or email us on info@tullyraine.com.
Tullyraine Equine Clinic will not accept any responsibility for any loss or damage our client may occur resulting from misinterpretation of information given on its website or on webpages linked up to it.


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