Terms & Conditions

The following terms and conditions (“T&Cs”) will apply each time you request veterinary care and/or related services for your animals. We kindly ask that you read and understand these T&Cs thoroughly and inform us immediately if anything requires clarification or if there is anything you do not accept before we begin providing veterinary care and/or related services to your animal(s). We draw your particular attention to the clause titled “limitation of liability.”

All veterinary care and/or related services for your animals will be provided by or under the supervision of a qualified veterinary surgeon. We will adhere to the professional code of conduct established by the Royal College of Veterinary Surgeons (RCVS) and act in the best interests of your animal(s). We reserve the right to refuse veterinary care and/or related services for your animal(s) at any time and for any reason, and will notify you in accordance with RCVS guidelines.

You are responsible for supplying complete, accurate, and up-to-date information regarding your animal(s) and must inform us promptly of any changes.

By registering with Kibbles Veterinary, you gain access to our services under Kibbles Veterinary T&Cs and procedures, in exchange for the appropriate fee. Kibbles Veterinary reserves the right to terminate your registration at any time with written notice, after which you will need to seek services from another veterinary surgeon. Typically, Kibbles Veterinary provides 7 days’ notice before terminating registration.

You will automatically be considered unregistered with Kibbles Veterinary (no notice required) if:

• You have not used Kibbles Veterinary services in the past 24 months.

You may cancel your registration at any time, and Kibbles Veterinary will provide a copy of your animal’s clinical records to another veterinary surgeon of your choice, given reasonable notice. If you wish to re-register with Kibbles Veterinary, it will be at Kibbles Veterinary’s sole discretion.

By registering with Kibbles Veterinary, you confirm that you are at least 18 years old.

All quoted fees and charges are estimates only (valid for 30 days), and we reserve the right to adjust our fees based on the actual time spent or the cost of medications. Therefore, the fee will be calculated according to the actual procedures and related costs incurred in providing veterinary care and/or related services for your animals. All prices are subject to VAT, which will be added to your account. A detailed breakdown of fees will be provided upon request when your account is due for payment, on the day of treatment. In emergencies, Kibbles Veterinary may provide necessary veterinary services without prior agreement on a treatment plan or cost. We reserve the right to charge a £20 administrative fee for any account not settled at the time of treatment.

Payments can be made via cash, debit or credit card (Switch, Solo, MasterCard, Visa, Delta). Cheques are generally not accepted.

If your animal(s) requires a procedure or needs to see a veterinary surgeon with specialised expertise not offered by Kibbles Veterinary, we will arrange a referral. We will coordinate with the other veterinary surgeon to ensure continuity of care, but it is your responsibility to transport your animal(s) to that surgeon. Kibbles veterinary will act in what it deems to be the best interests of your animal(s) during referrals. If you seek a second opinion, Kibbles Veterinary will provide records to the veterinary surgeon of your choice with reasonable notice.

If your animal(s) requires veterinary attention outside of normal hours, please call our Kibbles Veterinary practice number to access our out-of-hours services. You are responsible for any charges incurred for out-of-hours treatment.

Whenever possible, we recommend bringing your animal(s) to the practice, where we will have access to necessary medicines and equipment. At the veterinary surgeon’s discretion, and only if deemed in your animal’s interest, a home visit may be arranged. A visitation fee will apply and will be agreed upon at that time.

• Prescriptions and Medications

Payment for your account is due after each consultation, on the day of treatment, or upon completion of each stage of veterinary care and/or related services. Kibbles Veterinary reserves the right to request payment (or partial payment) upfront at our discretion. In the case of late payment, we reserve the right to charge interest from the due date until payment is received at a rate of 4% per annum (compounded quarterly) above the base rate of the National Westminster Bank PLC. You agree to indemnify Kibbles Veterinary for all reasonable professional costs (including solicitor’s fees) related to enforcing any outstanding accounts.

Kibbles Veterinary will not share your personal information with third parties without your permission, except if we believe your animal(s) is suffering from neglect or abuse.

All medical records, information, or data related to your animal(s) remain the sole property of Kibbles Veterinary. For a small administrative fee, Kibbles Veterinary may provide you with copies of these records.

Kibbles Veterinary recommends that you secure medical insurance for your animal(s). Typically, you will need to pay for treatment upfront and then reclaim the cost from your insurer. If you cannot pay for treatment directly, please inform us during the initial consultation or as soon as possible, so we can evaluate whether we can accept direct payment from your insurer. Please note that you will still be responsible for any policy excess and amounts not covered by your insurance.

Kibbles Veterinary is not liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit or indirect/consequential loss arising from veterinary care and/or related services. Kibbles Veterinary’s total liability to you (or anyone else) for all other losses in connection with the veterinary care and/or related services shall not exceed five times the treatment cost associated with the specific veterinary care provided. Except as stated in these Terms, all warranties and other terms implied by statute or common law are excluded to the fullest extent permitted by law.

Kibbles Veterinary does not seek to limit liability for matters that cannot legally be limited, including death or personal injury caused by negligence.

Kibbles Veterinary shall not be liable for any delays or failures in performing obligations relating to veterinary services due to causes beyond our reasonable control.

For any defect or failure in retail or similar products supplied by kibbles Veterinary, liability is limited to replacing the product or refunding the price paid. You agree to use all products according to the instructions provided or given verbally by the veterinary surgeon or staff.

In this clause, the following definitions apply:

Data Protection Legislation: (i) the law of the United Kingdom or part thereof that pertains to personal data protection (ii) any successor legislation to the UK GDPR or the Data Protection Act 2018.

Data Subject: as defined in the Data Protection Legislation.

UK GDPR: as defined in section 3(10) of the Data Protection Act 2018.

Personal Data: as defined in the Data Protection Legislation.

Kibbles Veterinary will comply with all applicable Data Protection Legislation. This clause does not relieve Kibbles Veterinary of its obligations under the Data Protection Legislation.

You acknowledge that, in fulfilling its obligations, Kibbles Veterinary may be both the data processor and the data controller as defined in the Data Protection Legislation.

Kibbles Veterinary shall, in relation to any Personal Data controlled or processed while fulfilling our obligations under these Terms:

i) only process Personal Data necessary to fulfill our obligations or as per your written instructions;

ii) implement appropriate technical and organizational measures to protect against unauthorised or unlawful processing and accidental loss or destruction of Personal Data, considering the potential harm from such occurrences;

iii) ensure that personnel with access to Personal Data are bound to confidentiality; and not transfer Personal Data outside the European Economic Area without your prior written consent and appropriate safeguards;

iv) notify you promptly upon becoming aware of a Personal Data breach;

v) delete or return Personal Data at your request, unless required by law to retain it;

vi) maintain accurate records to demonstrate compliance with this clause; and

vii) comply with Kibbles Veterinary’s privacy policy available at www.kibblesvets.co.uk

Kibbles Veterinary is committed to delivering the highest standards of veterinary care and/or related services. If you have a concern, please first bring it to the attention of the veterinary surgeon or practice manager at the practice. If this does not resolve your issue satisfactorily, you can submit a complaint to hello@kibblesvets.co.uk. We will aim to respond within 15 working days. All veterinary surgeons are registered with the Royal College of Veterinary Surgeons, and further information on complaints can be found at www.rcvs.org.uk.

All letters and notifications regarding veterinary care and/or related services should be sent to Kibbles Veterinary, 31 The Viewley Centre, Hemlington, TS8 9JH. Any variations to these Terms must be agreed upon in writing by a Companies House Directors of The Vet Collective Ltd. Kibbles Veterinary reserves the right to amend the terms and conditions at any time and will provide updated terms on www.kibblesvets.co.uk By instructing us to provide veterinary care and/or related services for your animal, you are deemed to have read and accepted the current terms and conditions. Kibbles Veterinary welcomes your feedback on any aspect of our veterinary care and/or related services.

Warmest Regards

Jo, Gill, Richard, Tasos and Aisling.

The Vet Collective Ltd t/a Kibbles Veterinary