Terms & Conditions

Fees

All fees and charges for drugs, diets and other products are subject to VAT at the current rate.  Fee levels are determined by the time of consultation or visit, and according to the drugs, materials, consumables and diets used.  Our written fee list is available on request.

You will receive a detailed fee note for every consultation, visit, surgical procedure or transaction carried out by us.

 

Methods of Payment & Settlement Terms

Accounts are due for settlement at the end of the consultation, following a visit, upon collection of a pet post operatively, or upon collection of drugs / diets.

You may settle your account using any of the following:

  • Cash
  • Cheque with current Banker’s card
  • Credit / Debit Card – Switch, Solo, MasterCard, Visa, Delta
  • American Express

 

Should an account not be settled within 14 days, then a reminder will be sent which may incur an additional administration fee of £5.00.  Should it be necessary to send further reminders, further charges may be added.

 

After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied. Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored fully and further charges added.

 

Credit Accounts

At the discretion of the Partners, we may allow certain clients who fulfil our strict credit requirements and are long standing clients of Pool House Veterinary Group, to use a 30 day credit account.  Should an account not be settled within the required 30 days, a reminder will be sent which may incur an additional fee of £5.00.  The partners also reserve the right to suspend any discounts normally applied to the client account for drugs or professional fees, without notice.

 

Should it be necessary for further reminders to be sent, additional charges may be added.  After due notice to you,  the client, overdue accounts will be referred to our Debt Collection Agency and further charges will then be levied in respect of costs incurred buy us in collecting the debt.

 

Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the original account being restored fully and further charges may be added in respect of bank charges and administrative costs with interest on the principal sum.

Interest may be charged at 0.65% per calendar month on all debts outstanding more than 45 days.

 

Estimates of Treatment Costs We will be happy to provide an approximate price for treatment of your animal(s). However, please bear in mind that any estimate given can only be approximate – often an animal’s illness will not follow a conventional course.

Where appropriate we will attempt to contact you to discuss additional costs should such circumstances arise.  If this is not possible then the attending veterinary surgeon will perform any additional procedures which, in his / her opinion are necessary

 

Inability to Pay

If for any reason you are unable to settle your account as specified, we ask that you 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 one of the Partners. Please note that all goods and products (including drugs) remain the property of Pool House Veterinary Group until paid for in full.

 

Complaints & Standards

Pool House Veterinary Group strives to provide high standards of veterinary care and service. If however, you feel that there is something you wish to discuss please direct your comments to one of the small animal Partners.

 

Ownership of Records

Case records including radiographs and similar documents are the property of, and will be retained by, Pool House Veterinary Group. Copies with a summary of the history will be passed on request to another veterinary surgeon taking over the case.  In some instances, it may be necessary to perform an X-ray, ultrasound scan or ECG on your pet. The charges made cover the costs of performing these procedures and the interpretation of the results. The radiographs, scans and ECG themselves remain the property of Pool House Veterinary Group and will be retained by the Practice.

 

Repeat Prescriptions

Please give at least 24 hours notice when you need a repeat prescription. These need to be authorised by a veterinary surgeon before the drugs can be dispensed.  A vet will need to see your pet at least every 6 months. We endeavour to be competitive with our drug pricing, however, you may wish to purchase your drugs elsewhere. A prescription can be provided on request but notice may be required.

A reasonable fee to cover our costs in providing a prescription will be charged.

 

Special Orders and Non-Returnable Items

Any items not normally stocked by the Practice that have to be ordered specially from a wholesaler or other third party, which are subsequently not required will be charged to your account unless we are able to find another purchaser. Because of rules laid down by the National Office of Animal Health and the VMD, wholesalers will not accept returned vaccines. Consequentl,y we are unable to make refunds for these products if not collected or if returned, even when unused.

 

POOL HOUSE VETERINARY GROUP PRIVACY POLICY – Clients

Introduction

Welcome to the Pool House Veterinary Group privacy notice.

Pool House Veterinary Group respects your privacy and is committed to protecting your personal data. This privacy notice will inform you as to how we look after your personal data and tell you about your privacy rights and how the law protects you.

  1. IMPORTANT INFORMATION AND WHO WE ARE
  2. THE DATA WE COLLECT ABOUT YOU
  3. HOW IS YOUR PERSONAL DATA COLLECTED
  4. HOW WE USE YOUR PERSONAL DATA
  5. DISCLOSURES OF YOUR PERSONAL DATA
  6. INTERNATIONAL TRANSFERS
  7. DATA SECURITY
  8. DATA RETENTION
  9. YOUR LEGAL RIGHTS
  10. GLOSSARY
  11. Important information and who we are

Purpose of this privacy notice

This privacy notice aims to give you information on how Pool House Veterinary Group collects and processes your personal data when you contact us, register with us, sign up to our newsletter or take part in a competition or survey.

It is important that you read this privacy notice together with any other privacy notice or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy notice supplements the other notices and is not intended to override them.

Controller

Pool House Veterinary Group is the controller and responsible for your personal data (collectively referred to as Pool House Veterinary Group, “we”, “us” or “our” in this privacy notice).

We have appointed two data privacy managers, Jamie Newton (Small Animal) and Richard Stephenson (Equine) who are responsible for overseeing questions in relation to this privacy notice. If you have any questions about this privacy notice, including any requests to exercise your legal rights, please contact the data privacy manager using the details set out below.

 

 

 

Contact details

Our full details are:

Full name of Practice: Pool House Veterinary Group

Name or title of data privacy manager: Mr Jamie Newton (Small Animal) and Dr Richard Stephenson (Equine)

Email address: enquiries@poolhousevets.co.uk

Postal address: Data Privacy Manager, Pool House Veterinary Hospital, Fosseway Lane, Lichfield. WS13 8JY

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

Changes to the privacy notice and your duty to inform us of changes

This version was introduced on 25th May 2018.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Third-party links

Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

  1. The data we collect about you

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together follows:

  • Identity Data includes your full name and any previous names, marital status, title, date of birth, gender.
  • Contact Data includes your home address, any other addresses that you might need us to use or have, email address and telephone numbers.
  • Financial Data includes your bank account and payment card details.
  • Transaction Data includes all of the information that you provide to us in order to act for you and details about payments to and from you in relation to your matter.
  • Technical Data includes your internet protocol (IP) address, any login data, your browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access our website.
  • Profile Data includes your username and password, information on your matters, your interests, preferences, feedback and survey responses.
  • Usage Data includes information about how you use our website, products and services.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

We collect Special Categories of Personal Data if it is reasonably necessary for us to have that information. (This might include details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data and information about criminal convictions and offences).

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform our services to you, but we will notify you if this is the case at the time.

  1. How is your personal data collected?

We use different methods to collect data from and about you including through:

  • Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
    • Instruct us to act on your behalf;
    • create an account on our website;
    • subscribe to our publications;
    • request marketing to be sent to you;
    • enter a competition, promotion or survey; or
    • give us some feedback.
  • Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies.

 

Third parties or publicly available sources.

We may receive personal data about you from various third parties and public sources to verify your identity and address details. This information also tells us if clients are company directors, politically exposes persons, whether they have county court judgements against them, whether they are currently insolvent and whether they are on the UK Government Sanctions list. We are required to carry out such checks by our regulatory bodies.

 

  1. How we use your personal data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

  • Where we need to perform the contract we have entered into with you.
  • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.
  • Where we need to comply with a legal or regulatory obligation.
  • Where you have consented to us using your information.

Generally we do not rely on consent as a legal basis for processing your personal data. If we have asked for your consent it is likely to be for marketing purposes. If you have given us consent you have the right to withdraw consent at any time.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

Purpose/Activity Type of data Lawful basis for processing including basis of legitimate interest
To register you as a new client (a) Identity

(b) Contact

 

(a) Performance of a contract with you

(b) Complying with our legal and regulatory obligations

To deliver our services to you including manage payments, fees and charges and collecting and recover money owed to us (a) Identity

(b) Contact

(c) Financial

(d) Transaction

(e) Marketing and Communications

(a) Performance of a contract with you

(b) Complying with our legal and regulatory obligations

(c) Necessary for our legitimate interests (to provide relevant and targeted updates and information to you, to recover debts due to us, etc.)

To manage our relationship with you which will include:

(a) Notifying you about changes to our terms or privacy policy

(b) Asking you to leave a review or take a survey

(a) Identity

(b) Contact

(c) Profile

(d) Marketing and Communications

(a) Performance of a contract with you

(b) Complying with our legal and regulatory obligations

(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)

To enable you to partake in a prize draw, competition or complete a survey (a) Identity

(b) Contact

(c) Profile

(d) Usage

(e) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)

To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) (a) Identity

(b) Contact

(c) Technical

(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise)

(b) Complying with our legal and regulatory obligations

To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you (a) Identity

(b) Contact

(c) Profile

(d) Usage

(e) Marketing and Communications

(f) Technical

Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)
To use data analytics to improve our website, products/services, marketing, customer relationships and experiences (a) Technical

(b) Usage

Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about goods or services that may be of interest to you (a) Identity

(b) Contact

(c) Technical

(d) Usage

(e) Profile

Necessary for our legitimate interests (to develop our products/services and grow our business)

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.

You will receive marketing communications from us if you have requested information from us or you have instructed us to provide services to you and, in each case, you have not opted out of receiving further communications.

Third-party marketing

We have no proposals to share your personal data with any other company for marketing purposes but we will get your express consent if we do.

Opting out

You can ask us or third parties to stop sending you marketing communications at any time by following the opt-out links on any marketing message sent to you.

Cookies

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly.

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

  1. Disclosures of your personal data

We may have to share your personal data with:

  • Our insurers in relation to potential claims against us;
  • Our regulatory bodies;
  • If ordered to do so by a Court or Tribunal;
  • To our IT service providers and other providers of system administration services; or
  • To third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

 

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

  1. International transfers

We do not currently transfer your personal data outside the European Economic Area (EEA). If this position changes during the course of us providing services to you we will let you know.

  1. Data security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

  1. Data retention

How long will you use my personal data for?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for 7 years after they cease being customers for tax purposes.

We may need to keep some Transaction Data for much longer.

In some circumstances you can ask us to delete your data: see below for further information.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

  1. Your legal rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data including the right to:

  • Request access to your personal data.
  • Request correction of your personal data.
  • Request erasure of your personal data.
  • Object to processing of your personal data.
  • Request restriction of processing your personal data.
  • Request transfer of your personal data.
  • Right to withdraw consent.

If you wish to exercise any of the rights set out above, please contact us.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

  1. Glossary

LAWFUL BASIS

Legitimate Interest means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us

Performance of Contract means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal or regulatory obligation means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.

YOUR LEGAL RIGHTS

You have the right to:

Request access to your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in the following scenarios: (a) if you want us to establish the data’s accuracy; (b) where our use of the data is unlawful but you do not want us to erase it; (c) where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or (d) you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

Withdraw consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

Pool House Vets