01268 755801
Weekdays: 8.00am – 6.30pm
Saturday: 8.00am – 11.30am

Riverside Vets Benfleet Terms and Conditions

Terms and Conditions of Business

Our Commitment To You

We will provide a first-class service to the best of our ability. We will provide you and your pet with the highest standard of care. Where appropriate we may advise, and with your agreement, refer you and your pet to an appropriate centre for more in-depth investigation and treatment which is not available at our practice.

 

Fees

All fees are due for payment at the time of the consultation or when your pet is discharged after an in-house procedure. All fees, diet and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request and will be offered for non-routine procedures.

 

Methods Of Payment

We accept cash, credit or debit cards. We no longer accept cheques.

 

Estimates Of Treatment Costs

We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course.

 

Settlement Terms

Should an account not be settled at the time of treatment, an invoice will be sent with an additional accounting fee in respect of administrative costs incurred. This however, may be deducted if payment is made promptly.

Should it be necessary for further reminders to be sent, further charges will be incurred.

After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc.

Any credit card payment not honored and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.

 

Inability To Pay

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of Mr Peter Faulkner or Mrs Paula Matthews.

 

Pet Health Insurance

We strongly support the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company.

We are happy to assist you in making a claim and endeavor to send off all completed insurance forms within 10 days of receipt. Please speak to us before cancelling or changing your insurance company.

 

Complaints & Standards

Whilst we hope that you never have recourse to complain about the standards of service received from our practice, should you feel that there is something you wish to bring to our attention, please contact Mr Peter Faulkner in the first instance.

 

Feedback

We are always pleased to receive feedback on our services whether good or bad, so please do let us know your thoughts so we can continue to improve.

 

Ownership Of Records, Radiographs And Other Documents

The care given to your animal may involve making some specific investigations, for example taking radiographs running blood tests.

Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice and will be retained by us.

Case history records, radiographs and similar documents are the property of, and will be retained by us.

Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case.

We retain the right in certain circumstances to levy a charge for providing copies when additional expense is incurred.

 

How We Use Your Data

We will hold and use your personal data (as defined by UK data protection laws) for the purpose of caring for your pet and providing our service to you.

We may record and monitor inbound and outbound telephone calls for training purposes. These calls may also be referred to in relation to any future queries.

We will take all reasonable precautions to ensure the security of your data. Your data will not be shared with anyone else unless there is a legal requirement for us to do so.

You have the right to see your personal data. If you have any queries about the data we hold, or how we use it, please write to The Practice Manager, 370 London Rd., Benfleet, Essex SS71BG or by sending an email to office@riversidevetsbenfleet.co.uk

 

Marketing

We would like to send you information about other products and services, offered by us here at the practice, which we believe may be of interest to you and/or of benefit to your pet. If you have consented to receive our marketing, you may withdraw your consent at any point in the future.

If you no longer wish to be contacted, you can unsubscribe by any of the following methods:

  • selecting the ‘unsubscribe’ link included in our emails
  • contacting our marketing team by sending an email to office@riversidevetsbenfleet.co.uk

 

Business Transfer

In the event that our business is transferred, sold or integrated with another business, your details may be disclosed to our advisers or any prospective purchaser’s advisers and may be passed on to the new owners of the business.

 

Variations In Terms And Conditions Of Business

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Mr. Peter Faulkner. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.

Terms and Conditions of Business

Our Commitment To You

We will provide a first-class service to the best of our ability. We will provide you and your pet with the highest standard of care. Where appropriate we may advise, and with your agreement, refer you and your pet to an appropriate centre for more in-depth investigation and treatment which is not available at our practice.

 

Fees

All fees are due for payment at the time of the consultation or when your pet is discharged after an in-house procedure. All fees, diet and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request and will be offered for non-routine procedures.

 

Methods Of Payment

We accept cash, credit or debit cards. We no longer accept cheques.

 

Estimates Of Treatment Costs

We will happily provide a written estimate as to the probable costs of a course of treatment. Please bear in mind that any estimate given can only be approximate – often a pet’s illness will not follow a conventional course.

 

Settlement Terms

Should an account not be settled at the time of treatment, an invoice will be sent with an additional accounting fee in respect of administrative costs incurred. This however, may be deducted if payment is made promptly.

Should it be necessary for further reminders to be sent, further charges will be incurred.

After due notice to you the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt: such as production of reports, correspondence, court fees, attendance at court, phone calls, home visits, etc.

Any credit card payment not honored and any cash tendered that is found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.

 

Inability To Pay

If, for any reason, you are unable to settle your account as specified, we ask you to discuss the matter as soon as possible with a member of staff. Please note that instalments or part payments of any account may ONLY be sanctioned with the express permission of Mr Peter Faulkner or Mrs Paula Matthews.

 

Pet Health Insurance

We strongly support the principle of insuring your pet against unexpected illness or accidents. Please ask for details about insurance from any member of staff. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company.

We are happy to assist you in making a claim and endeavor to send off all completed insurance forms within 10 days of receipt. Please speak to us before cancelling or changing your insurance company.

 

Complaints & Standards

Whilst we hope that you never have recourse to complain about the standards of service received from our practice, should you feel that there is something you wish to bring to our attention, please contact Mr Peter Faulkner in the first instance.

 

Feedback

We are always pleased to receive feedback on our services whether good or bad, so please do let us know your thoughts so we can continue to improve.

 

Ownership Of Records, Radiographs And Other Documents

The care given to your animal may involve making some specific investigations, for example taking radiographs running blood tests.

Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record, for example a radiograph, remains with the practice and will be retained by us.

Case history records, radiographs and similar documents are the property of, and will be retained by us.

Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case.

We retain the right in certain circumstances to levy a charge for providing copies when additional expense is incurred.

 

How We Use Your Data

We will hold and use your personal data (as defined by UK data protection laws) for the purpose of caring for your pet and providing our service to you.

We may record and monitor inbound and outbound telephone calls for training purposes. These calls may also be referred to in relation to any future queries.

We will take all reasonable precautions to ensure the security of your data. Your data will not be shared with anyone else unless there is a legal requirement for us to do so.

You have the right to see your personal data. If you have any queries about the data we hold, or how we use it, please write to The Practice Manager, 370 London Rd., Benfleet, Essex SS71BG or by sending an email to office@riversidevetsbenfleet.co.uk

 

Marketing

We would like to send you information about other products and services, offered by us here at the practice, which we believe may be of interest to you and/or of benefit to your pet. If you have consented to receive our marketing, you may withdraw your consent at any point in the future.

If you no longer wish to be contacted, you can unsubscribe by any of the following methods:

  • selecting the ‘unsubscribe’ link included in our emails
  • contacting our marketing team by sending an email to office@riversidevetsbenfleet.co.uk

 

Business Transfer

In the event that our business is transferred, sold or integrated with another business, your details may be disclosed to our advisers or any prospective purchaser’s advisers and may be passed on to the new owners of the business.

 

Variations In Terms And Conditions Of Business

No addition or variation of these conditions will bind the practice unless it is specifically agreed in writing and signed by Mr. Peter Faulkner. No agent or person employed by, or under contract with, the practice has the authority to alter or vary these conditions in any way.

Healthy Pet Club Terms & Conditions

We don’t like long and boring legal stuff, but when joining the Healthy Pet Club, you are accepting these terms and conditions. It is important to read them carefully, and please ask a member of staff if you have any queries.

  1. The Healthy Pet Club is a rolling annual preventative healthcare programme. The Healthy Pet Club is not an insurance policy.
  2. Membership of the agreement constitutes an agreement between you and RVBP Limited trading as Riverside Vets Benfleet. Membership and benefits are not transferable to another practice.
  3. You will receive discounted products and services during the course of your membership including, but not limited to, vaccines and flea / worming / tick treatments and a full health check with one of our vets. Full details of what is included are available from the practice and on the website www.riversidevetsbenfleet.co.uk.
  4. The fee for your pet will be determined by its species and weight.
  5. Of course, your pet can still receive treatment outside the scope of the Healthy Pet Club and this will be charged in accordance with the practice’s normal fees, terms and conditions.
  6. These Healthy Pet Club terms and conditions should be read in conjunction with any additional information including, but not limited to, information provided by the practice detailing what is included in the Health Pet Club. That information can be found on the above website and forms part of these terms and conditions.
  7. Your responsibilities – you are responsible for following our vets’ and nurses’ guidance, and for ensuring your pet attends the practice regularly for the preventative healthcare checks which are included as part of your membership of the Health Pet Club. If we are unable to maintain your pet’s health because you haven’t followed guidance or attended the practice we may need to terminate your membership. Termination would be in writing as outlined below, and with immediate effect.
  8. Your membership fees will be collected by Direct Debit on a monthly basis.
  9. We use Easy Direct Debits Limited to collect Direct Debits on our behalf, and your bank statements will show a payment to Easy Direct Debits on behalf of RVBP Limited. For the avoidance of doubt, your agreement is with RVBP Limited. Easy Direct Debits Limited merely provide support to the practice, which includes transferring your payments.
  10. Membership for each pet will renew automatically on the anniversary of the date that your pet joined the Healthy Pet Club.
  11. We will tell you in advance, in writing, if there is to be a change in membership fees on your renewal date. We will always give you at least 30 days’ notice of any change in fees as a result of our annual review.
  12. In between our annual fees review, your pet’s monthly fees may also change as your pet’s weight changes. A change in fees due to a change in weight will take effect as soon as is reasonably practical. This applies to both increases and decreases in weight.
  13. Failed Direct Debit payments, e.g. because of a lack of available funds, cause a significant increase in administration costs for the practice. We reserve the right to charge an administration fee of £10 for each failed payment. This administration charge will be added to your account.
  14. After a failed Direct Debit payment, we will re-present our payment request to your bank after 3-5 working days.
  15. If the second payment request also fails, a second administration charge may be added to your account. We will make a third and final payment request to your bank after a further 3-5 working days. If this payment request is unsuccessful your Healthy Pet Club membership will be cancelled automatically and your pet will no longer receive the associated benefits and discounts.
  16. If your Healthy Pet Club membership is cancelled automatically because of failed direct debits, your account will be reviewed and you will be charged the full price of any products and services received during the course of your membership, minus any membership fees received to date.
  17. Ending our agreement / cancelling your membership:
    • You may cancel your membership on your anniversary date (which is the anniversary of the date you joined) by giving us not less than 30 days’ notice.
    • If you cancel your membership before your anniversary date, we will review your account and, where applicable, charge you retrospectively the full price of any products and services received during the course of your membership, minus any membership fees received to date.
    • We may end our agreement by giving you written notice as outlined below.
  18. Unpaid bills relating to your membership fees, treatment received or medicines dispensed will be handled in accordance with our standard terms and conditions (available on request) and may be referred to a third party debt collection agency.
  19. Notice:
    • With regard to this agreement, either party wishing to give notice to the other should do so in writing.
    • ‘In writing’ includes emails, letters sent by post, or delivered by hand.
    • When we write to you by post, we will use the address most recently provided.
    • If you wish to write to us, please use the email address office@riversidevetsbenfleet.co.uk or send letters to Healthy Pet Club Administration, 370 London Rd., Benfleet, Essex SS71BG.
  20. Should you ever have cause to complain about the service you receive, please follow the practice’s normal complaints procedure (available on request).

How we use your information

  1. Easy Direct Debits Limited and Riverside Vets Benfleet will hold and use your personal data (as defined by the Data Protection Act 1988) for the purpose of administering your preventative healthcare plan.
  2. Both Riverside Vets Benfleet and Easy Direct Debits Ltd may record and monitor inbound and outbound telephone calls for training purposes. These calls may also be referred to in relation to any future queries.
  3. We will take all reasonable precautions to ensure the security of your data. Your data will not be shared with anyone else unless there is a legal requirement for us to do so.
  4. You have the right to see your personal data. Please note that there may be a charge if you wish to do this. If you have any queries about the data we hold, or how we use it, please write to either Riverside Vets Benfleet, 370 London Rd., Benfleet, Essex SS71BG. or Easy Direct Debits Limited, 99 Holdenhurst Road, Bournemouth BH8 8DY.

Easy Direct Debits Limited is a company registered in England and Wales with company number 09633942 whose registered office is at Ebenezer House, 5a Poole Road, Bournemouth, BH2 5QJ

RVBP Limited T/As Riverside Vets Benfleet is a limited company registered in England and Wales with company number 10092271 whose registered office is at 1 Sopwith Crescent, Wickford, Essex SS118YU

 

Healthy Pet Club Terms & Conditions

We don’t like long and boring legal stuff, but when joining the Healthy Pet Club, you are accepting these terms and conditions. It is important to read them carefully, and please ask a member of staff if you have any queries.

  1. The Healthy Pet Club is a rolling annual preventative healthcare programme. The Healthy Pet Club is not an insurance policy.
  2. Membership of the agreement constitutes an agreement between you and RVBP Limited trading as Riverside Vets Benfleet. Membership and benefits are not transferable to another practice.
  3. You will receive discounted products and services during the course of your membership including, but not limited to, vaccines and flea / worming / tick treatments and a full health check with one of our vets. Full details of what is included are available from the practice and on the website www.riversidevetsbenfleet.co.uk.
  4. The fee for your pet will be determined by its species and weight.
  5. Of course, your pet can still receive treatment outside the scope of the Healthy Pet Club and this will be charged in accordance with the practice’s normal fees, terms and conditions.
  6. These Healthy Pet Club terms and conditions should be read in conjunction with any additional information including, but not limited to, information provided by the practice detailing what is included in the Health Pet Club. That information can be found on the above website and forms part of these terms and conditions.
  7. Your responsibilities – you are responsible for following our vets’ and nurses’ guidance, and for ensuring your pet attends the practice regularly for the preventative healthcare checks which are included as part of your membership of the Health Pet Club. If we are unable to maintain your pet’s health because you haven’t followed guidance or attended the practice we may need to terminate your membership. Termination would be in writing as outlined below, and with immediate effect.
  8. Your membership fees will be collected by Direct Debit on a monthly basis.
  9. We use Easy Direct Debits Limited to collect Direct Debits on our behalf, and your bank statements will show a payment to Easy Direct Debits on behalf of RVBP Limited. For the avoidance of doubt, your agreement is with RVBP Limited. Easy Direct Debits Limited merely provide support to the practice, which includes transferring your payments.
  10. Membership for each pet will renew automatically on the anniversary of the date that your pet joined the Healthy Pet Club.
  11. We will tell you in advance, in writing, if there is to be a change in membership fees on your renewal date. We will always give you at least 30 days’ notice of any change in fees as a result of our annual review.
  12. In between our annual fees review, your pet’s monthly fees may also change as your pet’s weight changes. A change in fees due to a change in weight will take effect as soon as is reasonably practical. This applies to both increases and decreases in weight.
  13. Failed Direct Debit payments, e.g. because of a lack of available funds, cause a significant increase in administration costs for the practice. We reserve the right to charge an administration fee of £10 for each failed payment. This administration charge will be added to your account.
  14. After a failed Direct Debit payment, we will re-present our payment request to your bank after 3-5 working days.
  15. If the second payment request also fails, a second administration charge may be added to your account. We will make a third and final payment request to your bank after a further 3-5 working days. If this payment request is unsuccessful your Healthy Pet Club membership will be cancelled automatically and your pet will no longer receive the associated benefits and discounts.
  16. If your Healthy Pet Club membership is cancelled automatically because of failed direct debits, your account will be reviewed and you will be charged the full price of any products and services received during the course of your membership, minus any membership fees received to date.
  17. Ending our agreement / cancelling your membership:
    • You may cancel your membership on your anniversary date (which is the anniversary of the date you joined) by giving us not less than 30 days’ notice.
    • If you cancel your membership before your anniversary date, we will review your account and, where applicable, charge you retrospectively the full price of any products and services received during the course of your membership, minus any membership fees received to date.
    • We may end our agreement by giving you written notice as outlined below.
  18. Unpaid bills relating to your membership fees, treatment received or medicines dispensed will be handled in accordance with our standard terms and conditions (available on request) and may be referred to a third party debt collection agency.
  19. Notice:
    • With regard to this agreement, either party wishing to give notice to the other should do so in writing.
    • ‘In writing’ includes emails, letters sent by post, or delivered by hand.
    • When we write to you by post, we will use the address most recently provided.
    • If you wish to write to us, please use the email address office@riversidevetsbenfleet.co.uk or send letters to Healthy Pet Club Administration, 370 London Rd., Benfleet, Essex SS71BG.
  20. Should you ever have cause to complain about the service you receive, please follow the practice’s normal complaints procedure (available on request).

How we use your information

  1. Easy Direct Debits Limited and Riverside Vets Benfleet will hold and use your personal data (as defined by the Data Protection Act 1988) for the purpose of administering your preventative healthcare plan.
  2. Both Riverside Vets Benfleet and Easy Direct Debits Ltd may record and monitor inbound and outbound telephone calls for training purposes. These calls may also be referred to in relation to any future queries.
  3. We will take all reasonable precautions to ensure the security of your data. Your data will not be shared with anyone else unless there is a legal requirement for us to do so.
  4. You have the right to see your personal data. Please note that there may be a charge if you wish to do this. If you have any queries about the data we hold, or how we use it, please write to either Riverside Vets Benfleet, 370 London Rd., Benfleet, Essex SS71BG. or Easy Direct Debits Limited, 99 Holdenhurst Road, Bournemouth BH8 8DY.

Easy Direct Debits Limited is a company registered in England and Wales with company number 09633942 whose registered office is at Ebenezer House, 5a Poole Road, Bournemouth, BH2 5QJ

RVBP Limited T/As Riverside Vets Benfleet is a limited company registered in England and Wales with company number 10092271 whose registered office is at 1 Sopwith Crescent, Wickford, Essex SS118YU