Terms and Conditions

Company Info:
Company Information

Behavioural Referrals Ltd is registered in England and Wales (Company No. 4547146).

Registered Office: 15 High Street, Brackley, Northants, NN13 7DH.

These Terms and Conditions set out the contractual agreement between Behavioural Referrals Ltd (“we”, “us”, “our”) and you (“the client”, “you”), being the registered owner of the animal or the individual requesting veterinary services.

A contract is formed when you register your animal with us, request veterinary services, book an appointment, or purchase goods from us. By doing so, you agree to be bound by these Terms and Conditions.

If you have any questions regarding these Terms and Conditions, please contact us.

Estimates

We provide written estimates at the time of booking or during consultation where appropriate. All estimates are approximate and are not binding quotations.

Where costs are likely to exceed an estimate, we will endeavour to inform you as soon as reasonably practicable.

Fees

Fees include professional services, veterinary expertise, materials used and any products supplied.

Goods, including medications, supplements, food and other products, are charged at the price applicable at the time of purchase.

All fees and charges are subject to VAT where applicable at the prevailing rate.

Payments

Invoices are payable promptly upon receipt unless otherwise agreed in writing.

Where payment is not received, we reserve the right to:

• Suspend ongoing or future services;
• Require payment in advance for future appointments or treatments;
• Recover outstanding debts through legal proceedings or debt collection agencies;
• Recover any reasonable costs and expenses incurred in collecting overdue amounts where permitted by law.

The registered owner of the animal remains responsible for all fees and charges incurred, regardless of whether another individual presents the animal for treatment, attends appointments, or requests services on the owner’s behalf.

Insurance

We strongly recommend that clients maintain appropriate pet insurance.

While we are happy to assist with direct insurance claims where agreed, it remains your responsibility to understand the terms and conditions of your insurance policy. We are not responsible for monitoring your remaining policy limits, annual benefit allowances, excesses, or any changes made by your insurer to your level of cover or policy terms. We recommend that you regularly check your policy and speak with your insurer if you have any queries regarding your available cover.

Where approved by the insurer and subject to our agreement, we may submit insurance claims directly on your behalf.

If an insurer does not settle a claim within a reasonable period, or if a claim is declined, delayed, disputed or only partially paid, we reserve the right to request payment directly from you.

You remain responsible for:

• Policy excesses;
• Excluded conditions;
• Co-payments or percentage contributions;
• Unpaid balances;
• Any fees not covered by your insurer.

Direct insurance claims may incur an administration fee. Details of any applicable administration fees are available on request.

Prescriptions

You may request a written prescription for dispensing by an external pharmacy, subject to applicable legislation and professional requirements.

Animals receiving repeat prescription medications must undergo regular examinations as determined by the prescribing veterinary surgeon.

Prescription-only medications cannot normally be returned for refund or resale once they have left our possession. Where an incorrect item has been supplied by us, or where a prescription is amended by our veterinary surgeon, we may arrange an appropriate refund, replacement or collection at our discretion and where permitted by law.

Medications are generally dispatched via Royal Mail next-day delivery services. Additional delivery charges may apply where re-delivery is required.

Client Records

Clinical records, reports and other medical records remain the property of Behavioural Referrals Ltd.

Copies of relevant clinical records may be transferred to another veterinary practice upon request and with appropriate consent.

As a referral practice, we routinely communicate clinical information, reports and treatment recommendations to your primary care veterinary practice and other veterinary professionals involved in your animal’s care where appropriate. Copies of records may also be provided where required by law or professional obligations.

We do not sell personal information to third parties.

Client Conduct and Zero Tolerance Policy

We are committed to providing a safe, professional and respectful environment for our staff, clients and patients.

Abusive, aggressive, threatening, intimidating, discriminatory or inappropriate behaviour towards any member of our team, whether in person, by telephone, email, social media or any other form of communication, will not be tolerated.

We reserve the right to refuse appointments, withdraw services, remove clients from our practice list and, where appropriate, report incidents to the relevant authorities.

Email and Electronic Communications

Email communications and online enquiries are not monitored continuously and must not be used for emergencies or urgent veterinary concerns.

If your pet requires urgent veterinary attention, you should contact your usual veterinary surgeon or emergency veterinary provider immediately.

Whilst we take reasonable precautions, email communications cannot be guaranteed to be secure and may occasionally be subject to delays or technical issues beyond our control.

We may send appointment reminders, treatment updates, invoices and other practice communications by electronic means. Whilst we take reasonable steps to ensure communications are delivered, it remains the client’s responsibility to contact us if expected communications have not been received.

Consent to Communication

By registering with us and requesting our services, you consent to us communicating with you by telephone, email, SMS message or other electronic means regarding your animal’s care, appointments, treatment plans, prescriptions, payments and administrative matters.

You are responsible for ensuring your contact details remain accurate and up to date.

Clinical Decision-Making

Veterinary advice, behavioural assessments, treatment recommendations and clinical decisions are based on the professional judgement of the veterinary surgeon and the information available at the time.

Whilst we aim to achieve the best possible outcomes, no particular outcome or result can be guaranteed. Recommendations may change as further information becomes available or as an animal’s condition develops.

Liability

We maintain appropriate professional indemnity and public liability insurance in relation to the services we provide.

Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability which cannot legally be excluded or limited.

Subject to the above and to the fullest extent permitted by law, our liability arising from the provision of goods or services shall be limited to a reasonable and proportionate amount having regard to the nature of the claim and the fees paid for the relevant goods or services.

Complaints

We aim to provide a high standard of service and client care. If you are dissatisfied with any aspect of our service, please let us know as soon as possible so we can investigate your concerns and seek to resolve them. Concerns may be raised by telephone, email or in writing.

Formal complaints should be addressed to the Practice Manager at Behavioural Referrals Ltd Veterinary Practice, 10 Rushton Drive, Upton, Chester, CH2 1RE or emailed to office@brvp.co.uk.

We will acknowledge formal complaints within five working days and aim to provide a full written response within eight weeks. Where a complaint cannot be resolved informally, it may be reviewed by the Clinical Director. If you remain dissatisfied, we will explain any further options available to you.

Our full Complaints procedure, which explains how to raise a complaint, what you can expect from us, and the timescales for our investigation, is available on our website at https://behaviouralreferrals.co.uk/complaints-procedure/

Behavioural Referrals Ltd Veterinary Practice is regulated by the Royal College of Veterinary Surgeons. Information regarding the RCVS Code of Professional Conduct and the RCVS concerns procedure is available from the RCVS.

Missed Appointments and Late Cancellations

We ask that clients provide at least 48 hours’ notice if they need to cancel or rearrange an appointment.

Appointments cancelled with less than 48 hours’ notice, or appointments not attended without prior notice, may incur a cancellation fee.

Repeated missed appointments or late cancellations may result in advance payment being required before future appointments can be booked.

Cancellation Rights

Where appointments are booked remotely (including by telephone, email or online), you may have cancellation rights under the Consumer Contracts Regulations 2013.

If you request that services begin during the 14-day cancellation period, you may be required to pay for any services provided up to the point of cancellation.

Once services have been fully performed, you may lose your right to cancel.

Nothing in these Terms and Conditions affects your statutory consumer rights.

Refund Policy

Refunds for veterinary consultations, behavioural assessments and other professional services that have already been provided are not normally available unless required by law.

Prescription medications and veterinary medicines cannot normally be returned for refund once they have left our possession, unless they were supplied in error, are faulty, or where otherwise required by law. Unused medications may be returned for safe disposal.

Non-medicinal products may be returned within 14 days of purchase provided they are unused, unopened, in their original packaging and suitable for resale.

Nothing in this policy affects your statutory rights in relation to faulty goods or services.

Data Protection

We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Further information regarding how we collect, use and protect personal data can be found in our Privacy Notice.

Telephone calls to and from our practice may be recorded for training, quality assurance, monitoring and security purposes. Recordings are stored securely and processed in accordance with our data protection policies.

Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Any dispute arising from or relating to these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.