Table of Contents
We, Botanical Veterinary Care Ltd, aim to provide the highest standards of veterinary care. These are the terms on which we, Botanical Veterinary Care Ltd, supply veterinary services and related products to you. These Terms and Conditions shall apply to all supplies of Veterinary Services and Products by us to you to the exclusion of all other terms and conditions. Please note that some aspects of these Terms may not be relevant to you and we suggest you ask for further clarification from us if required.
Your Pet has been referred to us for investigation and/or treatment. Please note that ongoing care remains with your referring veterinary surgeon. Prior to your initial consultation with us, your veterinary practice should submit any relevant case history about the Pet to us.
Supply of Veterinary Services
1.1 We shall ensure that all Veterinary Services are supplied by suitably qualified staff, taking into account the nature of the Veterinary Service to be supplied in each instance. Occasionally veterinary students or veterinary nursing students may assist the Veterinary Surgeon with treatments. They shall at all times be acting under the direction and supervision of the Veterinary Surgeon.
1.2 Wherever practicable and on your request, a treatment plan for the supply of Veterinary Services will normally be agreed with you following an initial consultation and in advance of any further treatment. This treatment plan will provide an estimate regarding the likely costs of the course of treatment in such plan. In an emergency we reserve the right to provide such Veterinary Services as are reasonably necessary, in the professional judgement of the veterinary surgeon providing the Veterinary Services or other staff, without first agreeing a treatment plan.
1.3 Please note that any estimate given can only be an approximation of the costs of any treatment required. If our original estimate looks as if it will be exceeded, then the Veterinary Surgeon responsible for providing the Veterinary Services will discuss any increased fees with you before any further procedures are undertaken (save in the event of an emergency and at the professional discretion of the relevant Veterinary Surgeon acting in the best interest of your pet).
1.4 We will endeavour to provide veterinary services in accordance with reasonable standards denoted by the RCVS guidelines for practice standards and the professional conduct of veterinary surgeons and veterinary nurses. All Veterinary Services shall be supplied in accordance with normal professional standards.
1.5 Veterinary Services shall be supplied during our normal business hours (these may change from time to time), the current opening hours of Botanical Veterinary Care Ltd can be found on our website botanicalvet.com At our discretion we may arrange for Veterinary Services to be supplied at various locations and at other times. We reserve the right to alter our opening hours on bank or public holidays. Consultations must be made by prior appointment.
1.6 We reserve the right to decline to supply Veterinary Services at our discretion. You are free at all times at your cost and subject to the payment obligations in these terms and conditions, to seek a second opinion on or concerning any Veterinary Services provided.
Supply of Products
2.1 In the event of any defect or failure in any Product our liability to you shall be restricted to replacing the Product or refunding the price paid by you for the Product.
2.2 You acknowledge and agree that all Products must only be used in accordance with the instructions supplied with them or issued orally by the Veterinary Surgeon providing the Veterinary Services or other of our staff. If you have any questions or concerns regarding the use of any Product, you should consult the Veterinary Surgeon providing the Veterinary Services or other of our staff for clarification.
2.3 Any Products supplied by us shall be of satisfactory quality, fit for purpose expressly agreed by the Veterinary Surgeon providing the Veterinary Services or other of our staff and shall comply with any description given. All other warranties, expressed or implied, are hereby excluded.
Payment
3.1 All Veterinary Services and Products provided by us shall be charged to you in accordance with our then current price list, a copy of which is available on request and which is subject to change without notice. If you have any question as regards the level of charge that will be incurred you should consult the Veterinary Surgeon in charge of your pet’s treatment. There may be a charge for all administration services, including processing all claim forms, export certificates, referrals etc.
3.2 Our normal practice is for payment to be made in full at the time of booking the Veterinary Services or ordering the Products. You remain liable in full for all invoices and all sums shall become due and payable in full by you at the end of this extended payment period irrespective of whether your insurer has made payment to you.
3.3 In the event of cancellation of an appointment, you will receive 80% refund if the cancellation is made more than 48 hours before the allotted appointment time. If the cancellation is made within 48 hours of the appointment time no refund will be given, however the appointment may be rearranged at the discretion of the Veterinary Surgeon.
3.4 We may refer overdue accounts to our debt collection agency.
3.5 In the event that any invoice or other sum owed by you is not paid when due then, without prejudice to any other remedies available to us, we may at any time:
3.5.1 add additional charge(s) to your outstanding account in order to recover fees and costs in connection with the collection of the sum owed (including but not limited to administrative costs and debt collection agency fees); and
3.5.2 issue notice to you that no further Veterinary Services and/or Products will be supplied to you.
3.6 If you are unable to pay for the Veterinary Services we are only obliged to fulfil our minimum legal responsibilities and professional obligations in respect of your pet.
Complaints
4.1 It is our intention that all our clients should be satisfied with the Veterinary Services and any Products supplied. In the event that you are dissatisfied with any aspect of the Veterinary Services or Products supplied by us or its staff, in the first instance you should contact the Director to discuss your concerns and they shall endeavour to address any issues arising.
4.2 If you remain dissatisfied, then please refer to our complaints policy, we can provide you with further details at the practice or on our website.
4.3 In the case of a complaint, we may share your information with our insurers or our indemnity providers or other professional advisors if we believe that this will enable us to resolve your complaint more effectively.
4.4 You and We agree that:
These terms and conditions and (where applicable) the Consent Form (including non-contractual disputes or claims) are governed by Scots law. You and We both agree to submit to the exclusive jurisdiction of the Scottish courts to settle any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with the Consent Form (where applicable) and these terms and conditions or their subject matter or formation.
These terms and conditions, together with the Consent Form (where applicable), constitute the entire agreement between us relating to their subject matter and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and understandings between them, whether written or oral, relating to its subject matter.
These terms and conditions, together with the Consent Form (where applicable), are a contract between you and us. No other person shall have any rights to enforce any of its terms.
No variation of these terms and conditions or the Consent Form (where applicable) will be binding on the Hospital unless any such variation is specifically agreed in writing and signed by the Director. Botanical Veterinary Care Ltd reserves the right to vary these terms and conditions from time to time. Updated terms and conditions are available from the hospital reception upon request.
If any provision or part-provision of these terms and conditions or the Consent Form (where applicable) is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of these terms and conditions or the Consent Form (as applicable).
Pet Insurance
When you obtain a policy of health insurance for your Pet, this will be a contract between you and the relevant provider of that policy. We strongly advise you to contact the policy provider to seek their confirmation that any proposed treatment will be covered by the policy and that you are aware of the level of cover, exclusions and excesses, as well as any other relevant matters. In the unfortunate event of the death or euthanasia of your Pet, please be aware that insurance providers often do not cover the costs of private cremation.
Miscellaneous
6.1 No alteration may be made to these terms and conditions without our express written consent. We may update or amend these terms and conditions at any time by placing a notice to that effect on our website.
6.2 On occasion, We may have to administer drugs to your Pet. So that we can prescribe particular classes of drugs (“POM-Vs” or “prescription only medicine-veterinarian”) your Pet shall be under our care and we shall carry out an appropriate clinical assessment on them. On occasions we may be unable to obtain the medication appropriate to your Pet in a licenced form. By signing the Consent Form (where applicable) you give us your consent to use such medication outwith licenced conditions. Further information about the rules on the supply of veterinary medicines is available from us on request.
6.3 A client can request a prescription in order to obtain veterinary medicines from a veterinary surgeon or pharmacy of his or her choosing. We shall charge you a set fee in respect of each item prescribed. The price of medicines and prescription fees can be provided on request. Our invoice for the fees we charge you will distinguish between the fees for our professional services, and the fees for medicinal products.
Depending on the type of medication we may repeat prescriptions for up to 6 months, but for some medication this period may be shorter. Re-examination of patients on long term medication is required at least every 6 months and more frequently if indicated. A consultation fee is applicable for re-examination, clinical assessment and review of medicines.
Please give us at least 2 working day’s notice for collection of repeat prescriptions from us by completing the online request form at the client portal care.botanicalvet.com We can make arrangements to post prescriptions to you. Please note that packages of this nature will require your signature on receipt. You agree to pay for all medications and postage charges in advance of us posting any item of medications, and we shall only do so where we have received such payment from you.
6.4. Returning Medicines to Us
Any unused medicines and medicine containers which we have supplied may be returned to us for safe disposal and/or recycling at no extra charge. We regret we are unable to offer a refund on any unused medicines.
Video and Photography
Botanical Veterinary Care Ltd may take photographs or videos of your Pet during the course of treatment. You agree to Botanical Veterinary Care Ltd having full ownership of these images/clips, and agree for their commercialised use including on their website and social media. You may decline this at any time by emailing hello@botanicalvet.com
How We Use Your Information
In the course of providing veterinary services to you, we gather information which relates to you. We will use your personal information to provide veterinary services and to process your payment for such services. We may confirm your appointments or send reminders by post, SMS (text) or email, and may get in touch by phone for follow-up calls. In addition, we will use your personal data to send you our regular newsletter and other information about our veterinary services. We may also use your data to invite you and your pet to participate in relevant ethically approved research projects being conducted by Botanical Veterinary Care Ltd or our partners. You may stop receiving these communications at any time by contacting us by phone at 0131 381 8080 or hello@botanicalvet.com
Ownership of Samples and Images, and use of our Records
Diagnostic samples (e.g. fluid or tissue samples) and surgically resected tissue and/or samples collected from your animal during a clinically indicated intervention (e.g. catheter placement) will become the property of Botanical Veterinary Care Ltd. Case records relating to your animal, including diagnostic images, laboratory reports and similar documents, are the property of, and will be retained by, Botanical Veterinary Care Ltd. Diagnostic samples/tissue and case records may be shared with third parties, and used for teaching or research purposes (whether academic or non-academic). Copies of records, with a summary of the case history, will be passed on request to another veterinary surgeon attending to the patient.
Liability to You
If We fail to comply with these terms and conditions, We are responsible for loss or damage you suffer that is a foreseeable result of our breach of the terms and conditions, or our negligence, but We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into this agreement.
Neither party excludes or limits in any way its liability for: death or personal injury to any person caused by its negligence or the negligence of its employees, agents or subcontractors; fraud or fraudulent misrepresentation; or any other liability to the extent such liability cannot be excluded or limited by law.
We are a company registered in Scotland. Our company registration number is If you have any questions please contact us. You can contact us by emailing hello@botanicalvet.com or telephone 0131381 8080