The following details the Terms and Conditions (“T&Cs”) for Non Sibi Holdings Ltd, trading as “Mulberry Hill Equine Centre” (“MHEC”). Some aspects of the T&Cs may not be relevant to you and we ask that you seek further explanation and clarification from us if required. These T&Cs shall apply to all matters that we handle on your behalf and to the exclusion of any other T&Cs. By allowing us to attend to your horse, you are deemed to accept these T&Cs. “Inform” means we will inform you in writing or by e-mail.
All our fees and medical charges are subject to GST at the current rate. Our fee levels are determined by the time spent on a case and according to the medicines, materials, and consumables used. A written estimate is available on request. You will receive a detailed invoice for every consultation, surgical procedure or transaction with us.
The veterinarian services we provide are mainly ambulatory (including radiography, ultrasound, and some surgical procedures), which means that we will visit your property or agistment paddock/yard. Travel charges are applied where relevant. No travel charges apply for an estimated 10km travel from Glenorie.
2. EMERGENCY SERVICE
Where possible, Mulberry Hill Equine provides a 24-hour emergency veterinary service for horses and large animals. Animals will only be seen out of hours by prior arrangement with the veterinarian or their designated contact person.
3. METHODS OF PAYMENT and SETTLEMENT TERMS
All payments are due in full at the time of treatment or when the invoice is received. 1 month after the date of the invoice, interest will be charged at a rate of 10% per month (see 5. below). Credit is only available by prior arrangement and to established clients known to Mulberry Hill Equine Centre and with a sound credit history.
You may settle your account using: CASH, CREDIT/DEBIT CARD (Mastercard, Visa) and PayPal. Payments by credit card may be made by phone or via secure payment online. AMEX payments can be made to the vet at the time of consult, however they will incur an additional 2.5% fee.
Failure to pay the outstanding balance within 90 days of any treatment will result in referral to our debt collection agency. Further charges will be levied in respect of costs incurred in collecting the debt. An additional admin fee of $200 per invoice will also be applied by MHEC. We may also inform other local veterinary practices of the reasons for referral of the debt to the debt collection agency, who may apply their own charges.
When a payment arrangement is offered and entered in to, the client will be provided with a payment schedule. It is the client responsibility to ensure that this payment arrangement is honoured. Failure to meet agreed payments will be considered non-payment and consequently the payment collection process described previously will apply.
4. ESTIMATES OF TREATMENT COSTS
We will happily provide a written estimate (not a quotation) as to the probable cost of a course of treatment. Please bear in mind that any estimate given can only be approximate; often a horse’s illness will not follow a predictable or standard course. Wherever possible, the vet will inform you of treatment options and confirm approval before proceeding.
5. LIQUIDATED DAMAGES
If for any reason you are unable to settle your account as specified we ask that you discuss the matter with us as soon as possible. Please note that instalments or part-payments of any account may only be sanctioned with express permission. If you fail to make any payment due to us under this agreement by the due date for payment, then you shall, if you do not have the express permission to pay by instalments or part-payments, pay interest on the overdue amount at the rate of 10% per month. Such interest shall accrue on a monthly basis from the due date until actual payment of the overdue amount, whether before or after judgment. You shall pay the interest together with the overdue amount. You are agreeing that the interest amount for failure to pay is fair given that it costs us significantly more time and money to administer and monitor an overdue debt payment than if you had paid on time.
6. TERMINATION OF SERVICE
You may ask us to stop caring for your horse or other large animal at any time.
We may stop looking after your animals if you do not accept our advice; or fail to settle your account on time; or if we are prohibited by law from doing any further work on your matter; or if the relationship between you and us sadly breaks down; or if we no longer have the expertise. Under these circumstances we will serve notice of imminent withdrawal of services. We will then invoice you for any work already done. We reserve the right to hold your horse’s records once services have been terminated.
7. HORSE HEALTH INSURANCE
Mulberry Hill Equine Centre strongly supports the principle of insuring your horse against unexpected illness. Please be aware that it is your responsibility to settle your account in accordance with these terms and then reclaim the fees from your insurance company. It is possible to arrange for payment to be made direct to MHEC when you complete your claim form, but if doing this, please submit claim forms as soon as possible.
8. OWNERSHIP OF RADIOGRAPHS AND SIMILAR RECORDS
The care given to your horse may involve making some specific investigations; for example taking radiographs or performing ultrasound scans. 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 Mulberry Hill Equine Centre.
No addition or variance of these T&Cs will bind Mulberry Hill Equine Centre unless specifically agreed in writing and signed by a Director or Owner. No agent or person employed by or under contract with MHEC has the authority to alter or vary these T&Cs in any way.
10. DATA PROTECTION
In holding and using data about you, we will comply with the provisions of the Data Protection Act. In instructing us to look after your horse, you authorise us to use that data in the course of the work that we do for you, and also to send you from time to time in the future, free of charge, details regarding our services and current promotions. You can unsubscribe from these updates at any time. We will, where specifically required, pass on to Insurers details of clinical histories, case records and diagnostic images relating to your horse.
11. LIMITATION OF LIABILITY
This condition applies to any claim: by you; against us (including any successor business), any past, present or future directors of this firm, and/or any past present or future employees of this firm. Such claim shall be limited in amount to $5,000.00 for each and every claim, including claimants’ costs. All claims, whether made by one or more of the parties referred to above or by a third party, arising from the same act or omissions, shall be regarded as one claim. For the avoidance of doubt, this limitation of liability shall apply to any claim for negligence, breach of contract, breach of fiduciary duty, breach of trust, and any liability whatsoever.
12. EQUAL OPPORTUNITIES
We are an equal opportunities employer and we are committed to providing the same high quality service to all our clients, regardless of age, disability, race, religion or belief, sex or sexual orientation.
Prescriptions are available from this practice. You may obtain Prescription Only Medicines from MHEC or ask for a prescription and obtain these medicines from another veterinary surgeon or a pharmacy. We can only prescribe for animals under your care. A prescription may not be appropriate for an in-patient or where immediate treatment is necessary.
You will be informed, on request, of the price of any medicine that may be dispensed for your animal. The general policy of this practice is to re-assess an animal requiring repeat prescriptions regularly, but this may vary with individual circumstances. The standard charge for a re-examination is available on request. Further information on the prices of medicines is available on request.
Mulberry Hill Equine Centre – Help us to help you
14. COMPLAINTS AND STANDARDS
We hope that you never have reason to complain about the standards of service received from Mulberry Hill Equine Centre. However, if you feel that there is something you wish to complain about, please direct your comments to us at the earliest opportunity.
MHEC is committed to using comments (either positive or negative) from clients to continuously monitor and improve the services it provides. We appreciate feedback and hope that clients will speak up when standards of care and service either exceed or fall below their expectations.
We review all comments received from clients and the information is then forwarded to the appropriate person. In this way, we can strive to continuously improve the quality of the service that we offer.
How to complain:
We take complaints very seriously. First, raise the matter with directly with us. We hope that most problems can be sorted out easily and quickly, at the time that they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a formal complaint, we would like you to let us know as quickly as possible – ideally within a matter of days, because this will enable us to establish what happened more easily.
- Complaints concerning our team and any procedures as well as complaints concerning the treatment of your horse during a visit to your yard / home should be addressed to Dr James Cleland (Managing Director) or Lily Swift (Director)
- Complaints regarding fees or any other concerns should be addressed to the office as soon as possible after receipt of the invoice.
Alternatively, you may ask for an appointment to discuss your concerns with the veterinarian.
What we will do:
We shall endeavour to acknowledge your complaint within 1 week, and aim to have reviewed your complaint within ten working days of the date that we received it. We will then be in a position to discuss it with you or arrange a meeting with the people involved.
When we look into your complaint we will aim to:
a) Find out what happened and what went wrong.
b) Make it possible for you to discuss the problem with those concerned (if you would like to do this).
c) Make sure that you receive an apology, where this is appropriate.
d) Identify what we can do to make sure the problem doesn’t happen again.
Our aim is to do our best for you and all the horses in our care. We rely on feedback to guide us in how to provide the best possible service. If you are unhappy, please let us know. We cannot remedy a problem, if we do not know about it, so always tell us please.
Mulberry Hill Equine Centre. 2015