Terms of Service

1. Agreement to Terms

By accessing or using Bozzles Ark Vets' website, booking appointments, or utilizing our veterinary services, you agree to be bound by these Terms of Service and all applicable laws and regulations. If you do not agree with any part of these terms, you may not access our services.

These terms constitute a legally binding agreement between you (the "Client") and Bozzles Ark Vets (the "Practice", "we", "us", "our").

2. Veterinary Services

2.1 Professional Standards

All veterinary services are provided in accordance with the RCVS (Royal College of Veterinary Surgeons) Code of Professional Conduct for Veterinary Surgeons and relevant UK legislation including:

• Veterinary Surgeons Act 1966
• Veterinary Medicines Regulations 2013
• Animal Welfare Act 2006
• Data Protection Act 2018

2.2 Scope of Services

We provide veterinary services including, but not limited to:

• Consultations and examinations
• Diagnostic testing and imaging
• Surgical procedures
• Preventative care (vaccinations, parasite control)
• Emergency and critical care
• Dental procedures
• Hospitalization
• End of life care

2.3 Veterinary-Client-Patient Relationship (VCPR)

A valid VCPR must exist before we can provide treatment. This requires that we have:

• Sufficient knowledge of your pet through examination or regular care
• Assumed responsibility for clinical judgments regarding your pet's health
• Availability for follow-up care or emergency coverage

2.4 Limitations and Referrals

We reserve the right to refer cases to specialist veterinarians when we determine it is in the best interest of your pet. We are not obligated to provide services beyond our clinical competence or available facilities.

3. Appointments and Cancellations

3.1 Booking Appointments

• Appointments are subject to availability
• Online bookings are confirmed via email or SMS
• First appointments require completion of registration forms
• We may request advance payment or deposit for certain procedures

3.2 Cancellation Policy

• Cancellations must be made by phone or email
• Repeated missed appointments may result in advance payment requirements
• Emergency cancellations will be considered on a case-by-case basis

3.3 Emergency Appointments

Emergency appointments are prioritized based on clinical urgency. We cannot guarantee immediate availability for non-emergency cases presenting as emergencies.

3.4 Late Arrivals

If you arrive more than 15 minutes late for your appointment, we may need to reschedule to accommodate other clients. The cancellation policy may apply.

4. Client Responsibilities

4.1 Accurate Information

You agree to:

• Provide complete and accurate information about your pet's health history
• Disclose all previous treatments, medications, and allergies
• Inform us of any behavioral issues that may affect examination or treatment
• Update contact information promptly

4.2 Treatment Compliance

You are responsible for:

• Following prescribed treatment plans and medication instructions
• Administering medications as directed
• Attending follow-up appointments as recommended
• Monitoring your pet's condition and reporting concerns promptly

4.3 Pet Handling and Safety

• Ensure your pet is appropriately restrained (leash/carrier) when visiting the practice
• Inform staff of any aggressive or fearful behavior
• Supervise your pet in waiting areas
• You are liable for any injury or damage caused by your pet on practice premises

4.4 Consent for Treatment

By bringing your pet to the practice, you confirm you have authority to consent to treatment. For co-owned pets, we may require written consent from all owners for significant procedures.

5. Fees and Payment

5.1 Payment Terms

5.2 Accepted Payment Methods

• Cash
• Debit and credit cards (Visa, Mastercard, American Express)
• Bank transfer (for invoiced amounts)
• Pet insurance direct claims (where available)

5.3 Estimates and Pricing

• Written estimates provided for procedures expected to exceed £200
• Estimates are not guarantees - final costs may vary based on clinical findings
• Fee schedule available upon request
• Prices subject to change with reasonable notice

5.4 Insurance Claims

While we may assist with insurance claim forms, you remain responsible for payment regardless of whether your insurance claim is approved. We recommend checking your policy coverage before proceeding with treatment.

5.5 Overdue Accounts

• Invoices are due within 14 days unless otherwise agreed
• Interest may be charged on overdue accounts at 8% per annum above Bank of England base rate
• Administration fees may apply for late payment reminders
• Overdue accounts may be referred to debt collection agencies (costs passed to debtor)
• We reserve the right to refuse further treatment until accounts are settled

5.6 Deposits

We may require deposits for:

• Surgical procedures
• Hospitalization
• Out-of-hours care
• Clients with overdue accounts

6. Medical Records and Information

6.1 Record Ownership and Retention

Clinical records are the property of Bozzles Ark Vets and are retained in accordance with RCVS requirements (minimum 6 years from last treatment).

6.2 Access to Records

You are entitled to request copies of your pet's medical records under the Data Protection Act 2018. A reasonable administrative fee may apply.

6.3 Third-Party Access

• We require written authorization to release records to third parties
• Emergency situations may necessitate sharing information without prior consent to protect animal welfare
• We may share information with referral veterinarians involved in your pet's care

6.4 Clinical Information for Insurance

By submitting insurance claims, you authorize us to provide necessary clinical information to insurance companies.

7. Limitation of Liability

7.1 Standard of Care

We undertake to exercise reasonable skill and care consistent with a competent veterinary practitioner. This does not guarantee specific outcomes or successful treatment.

7.2 Limitations

Our liability is limited as follows:

• We are not liable for consequential losses (e.g., breeding value, competition earnings, emotional distress)
• Our liability is limited to the direct costs of services provided, up to a maximum of £5,000 per incident
• We are not liable for complications arising from failure to follow post-treatment instructions
• We are not liable for pre-existing conditions that were undisclosed

7.3 Exclusions

Nothing in these terms excludes or limits liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Breach of statutory duties that cannot be excluded by law

7.4 Professional Indemnity

We maintain professional indemnity insurance as required by the RCVS. Details available upon request.

8. Controlled Drugs and Medicines

8.1 Prescription Requirements

Prescription-only medicines (POM-V) can only be supplied to clients with whom we have established a valid VCPR. We comply with all Veterinary Medicines Regulations.

8.2 Written Prescriptions

You may request a written prescription to obtain medicines elsewhere. A prescription fee will apply. We are not obligated to prescribe medicines we consider clinically inappropriate.

8.3 Controlled Drugs

Schedule 2 and 3 controlled drugs are subject to strict legal requirements. We maintain detailed records and may require identification for dispensing.

9. Complaints Procedure

9.1 Internal Complaints

We take complaints seriously. If you are dissatisfied with our service:

1. Speak to the veterinary surgeon or staff member involved
2. If unresolved, request to speak with the Practice Manager
3. Submit a formal written complaint to: complaints@bozzlesarkvets.co.uk

We aim to acknowledge complaints within 2 working days and resolve within 10 working days.

9.2 External Review

If our response is unsatisfactory, you may contact:

10. Website Use and Intellectual Property

10.1 Acceptable Use

When using our website, you agree not to:

• Attempt unauthorized access to systems or data
• Transmit viruses, malware, or harmful code
• Use automated systems to scrape or data mine content
• Submit false information in booking forms
• Use the website for any unlawful purpose

10.2 Intellectual Property

All content on this website (text, images, logos, graphics, videos) is owned by Bozzles Ark Vets or licensed to us. Unauthorized reproduction, distribution, or commercial use is prohibited.

10.3 User-Generated Content

By submitting reviews, testimonials, or other content, you grant us a non-exclusive, royalty-free license to use, reproduce, and display such content for promotional purposes.

10.4 Website Availability

We do not guarantee uninterrupted website availability. We reserve the right to suspend or modify website features without notice for maintenance or improvements.

11. Confidentiality and Data Protection

We are committed to protecting your privacy and handling your data in accordance with UK GDPR and Data Protection Act 2018. Please refer to our Privacy Policy for detailed information on how we collect, use, and protect your personal data.

12. Termination of Services

12.1 Client Termination

You may terminate your relationship with us at any time. Outstanding fees must be settled before records are transferred.

12.2 Practice Termination

We reserve the right to terminate our services if:

• Payment obligations are not met
• You fail to comply with treatment recommendations, endangering your pet
• Abusive or threatening behavior toward staff
• Breach of these terms

Termination will be with reasonable notice except in cases of serious misconduct. Emergency care obligations will be met during any notice period.

13. Client Indemnity

You agree to indemnify and hold harmless Bozzles Ark Vets, its staff, and veterinarians from any claims, damages, or expenses arising from:

• Your pet's actions causing injury or property damage
• Your provision of false or incomplete information
• Your failure to follow treatment instructions
• Your breach of these terms

14. Governing Law and Jurisdiction

These Terms of Service are governed by the laws of England and Wales. Any disputes arising from these terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Changes to Terms

We reserve the right to modify these terms at any time. Material changes will be notified via our website and, where practicable, by email. Continued use of our services after changes constitutes acceptance of the modified terms.

16. Severability

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

17. Contact Information

For questions about these Terms of Service, please contact us: