TERMS OF BUSINESS
Our commitment to you
We are dedicated to delivering the highest standard of veterinary care to every patient and client. Our goal is to provide clear communication, clinical excellence, and a professional service you can trust. These terms of business explain how we work with our clients and what you can expect from us. By registering with us and asking us to provide you with our services, you agree to these terms.
About us
Seven Hills Equine is an independent equine veterinary practice providing routine, emergency and progressive care for all equines.
Registered office address: 83, Bollin Drive, Congleton, Cheshire, CW12 3RR
Phone: 01270 545 777
Email: info@sevenhillsequine.co.uk
Website: https://www.sevenhillsequine.co.uk
Our practice is registered with the Royal College of Veterinary Surgeons (RCVS) as a Veterinary Practice Premises and our veterinary surgeons are all RCVS members.
Our services
We provide:
- Routine health care (health checks, vaccinations, dentistry, microchipping, etc.)
- Diagnostic and medical treatments
- Lameness and poor performance investigations
- Emergency care, 24 hours a day, 365 days a year
Fees
All professional fees, medications, consumables, and associated services are subject to VAT at the prevailing rate.
Fees are calculated based on the materials used, the complexity of the work, and the level of professional expertise required.
Treatment estimates
The cost of investigation and treatment can vary, as each case of illness, injury, or disease may develop unpredictably.
If you request it, we will provide an estimate prior to provision of services. Should there be a significant change in expected costs, we will do our best to keep you informed throughout.
Please note that unforeseen complications may increase overall costs.
Payment terms
Payment is due on the day our services are provided, unless a signed and completed insurance claim form is supplied, along with the excess payment.
An itemised invoice will be issued upon completion of treatment, with payment required in accordance with these terms. Invoices up to £175 will be settled automatically, with a copy emailed to the payee. For invoices exceeding this amount, a member of staff will contact you to confirm payment or arrange an alternative method.
For routine dental care, vaccinations, pre-purchase examinations, radiography and ultrasonography, full payment is taken at the time of booking. Any additional requirements (such as further X-rays) will be payable on the day.
Client financial referencing
We reserve the right to carry out financial or credit checks on current or prospective clients where appropriate. This may include reference to credit agencies, court judgments, or payment history with other veterinary practices.
Security of payments
For your protection, our bank details will only ever be shared as a pdf. attachment to official emails.
Before making any payment, please verify our account details directly with our office.
We cannot accept responsibility for losses arising from fraudulent communications if independent verification has not been sought.
Late payment
Accounts not settled within the stated terms will incur:
A late payment fee (£50–£100), and
Interest at 1.5% per month until full settlement.
During this time, any further veterinary work will require payment in advance.
Failure to pay may result in referral to a debt collection agency, and additional costs (including administrative, court, or legal fees) will be charged to the client.
Non-payment may ultimately result in court proceedings.
Inability to pay
If you anticipate difficulty in paying your account, please contact us as early as possible.
Payment plans or instalments may only be authorised by the Practice Manager and must be agreed upon before treatment fees fall overdue.
New clients
When you register your equine or request our services, you confirm that:
- You are the legal owner of the named equine or are authorised by the owner to act on their behalf, and
- You agree to pay for all services provided by Seven Hills Equine.
To complete your registration, which can be made over the phone or by filling in our online form, we require valid credit or debit card details to keep your account active. Card information is stored securely by our payment provider and cannot be viewed by practice staff, though authorised payments can be processed against your account.
New clients are asked to provide a £200 deposit to secure their first appointment. In the event of the first appointment being an emergency out of hours, clients are asked to provide a £300 deposit. This will be credited against the initial invoice.
Any overpayment may remain on your account for future use or refunded upon request.
We ask that you keep your contact details and the equine’s location up to date so we can reach you quickly, especially in an emergency.
Authorised Agents
We recognise that, in some situations, instructions may be given by a person acting on your behalf (eg., the yard owner or manager, a friend, a relative or a partner). By authorising such individuals to request examinations, treatments, or medications for your equine, you accept responsibility for all associated fees and charges.
Any decisions or instructions made by authorised agents are given at your request and under your authority. Responsibility for those decisions rests entirely with you and/or the authorised agent and shall not fall upon the attending veterinary surgeon or the practice.
We are unable to accept instructions from anyone under 18 years of age.
Appointments and flexible visits
When booking an appointment, you may be offered a flexible visit. This allows us to contact you if we are in your area on a different day, to offer a shared visit with nearby clients. Shared visits reduce travel time and our carbon footprint and lower visit fees.
We understand that schedule changes are not always possible and will always respect your original booking if this option is not convenient.
Reminders
We send vaccination reminders by email 14 days before they are due. However, these reminders are provided as a courtesy, and the practice cannot accept responsibility for missed or overdue vaccinations or routine dental care. It remains the owner’s responsibility to ensure their equine’s preventive healthcare stays up to date.
Our team is available during office hours should you need guidance on vaccination schedules or upcoming due dates.
Equine passports
Owners must ensure that their equine’s passport includes a signed declaration stating whether their equine is intended for human consumption.
While this declaration is commonly found in section 9, the layout may vary between passport issuers, so clients should check their document carefully.
Our veterinary surgeons are required to view the passport – and confirm that the declaration has been completed – before administering any treatment.
Prescriptions and repeat prescriptions
We are happy to provide a written prescription should you wish to obtain medication from an alternative, reputable pharmacy. A fee of £16.00 applies for this service.
Prescriptions are issued on the understanding that your equine is re-examined by one of our veterinary surgeons every 6–12 months, or more frequently if clinically appropriate.
Re-examinations can often be arranged during routine visits such as vaccinations or dental appointments.
Medication requests
Please allow at least 24 hours’ notice for medication orders.
Payment is required at the time of approval and must be received before items are collected or posted.
Emergency and out-of-hours service
We provide a dedicated 24-hour emergency service for registered clients.
In the event of an urgent or life-threatening situation, please call the main practice number (01260 545 777) – your call will automatically divert to the duty veterinary surgeon outside normal working hours.
Our emergency service operates 24 hours a day, 365 days a year, ensuring that assistance is always available when needed.
Please note that consultations provided outside of regular working hours incur an additional emergency fee.
Second opinion and referral
Clients are entitled to request a second opinion on their case at any time. Where a second opinion is sought, we will facilitate this by providing all relevant clinical information and case history to the veterinary surgeon or referral centre of the client’s choice.
Where it is in the best interest of the animal, or at the request of the client, we may recommend referral to a specialist or an appropriate referral centre for advanced diagnostics, specialist treatment, or independent assessment. We will assist with identifying suitable referral options if required and ensure that all relevant clinical information is transferred to support continuity of care.
Ownership of records
All case records, including radiographs and other diagnostic materials, remain the property of the practice.
Clients are charged for the professional services involved in producing and interpreting these records, but the original materials themselves remain part of the practice’s medical files.
Upon request, copies of relevant records and a clinical summary will be provided to another veterinary surgeon taking over the case, free of charge.
Insurance
We strongly recommend that clients maintain insurance for their equine to cover unexpected illness, injury, or accident. We are pleased to assist you in completing insurance claim forms and will ensure these are processed efficiently and free of charge.
We are happy to accept direct payments from insurers; however, clients must confirm that their claim has been approved before ongoing treatment begins and ensure they understand their policy coverage.
For non-emergency referrals, please inform your insurer before your appointment.
In emergencies, contact your insurer at the earliest opportunity.
It remains the client’s responsibility to submit claims and recover costs from the insurer, unless a direct claim agreement has been pre-approved by the practice.
Excess fees and any uninsured costs must be paid by the client.
The practice accepts no liability if a claim is declined in whole or in part, and any outstanding balance must be cleared within 28 days of notification from the insurer. Late payment terms will apply.
Cancellations and rescheduling
Client cancellations
We understand that circumstances change, but last-minute cancellations or missed appointments can impact the care of other equines and the running of our practice.
Notice required: we ask that clients give at least 24 hours’ notice for cancellation or rescheduling of an appointment.
Late cancellations: if notice is given less than 24 hours before the scheduled appointment, we reserve the right to charge 50% of the visit fee.
No-shows: Appointments missed without any notice will incur a full charge for the visit fee.
Provider cancellations
On occasion, we may need to cancel or reschedule an appointment due to adverse weather, illness, or unforeseen emergencies.
In such cases, we will contact you as soon as possible to reschedule your appointment at the earliest convenient time.
No cancellation fee will be charged when the appointment is cancelled by us for these reasons.
Exceptions
We aim to be reasonable and understanding in all circumstances. If an exceptional situation arises, please contact us directly so we can discuss the most appropriate solution.
Liability
We always take care and act in your equine’s best interests. However, we cannot accept responsibility for any indirect, consequential or financial loss arising from treatment or advice, except where the law requires it.
Disputes
Any queries or disputes regarding invoices or services must be submitted in writing within 14 days of receipt of the invoice.
If a dispute cannot be substantiated and the account remains unpaid, normal overdue payment procedures will apply.
Complaints procedure
We are committed to providing the highest standard of care for you and your equine. If at any time you feel we have not met that standard, we genuinely want to hear from you. Your feedback helps us learn, improve, and put things right.
If you have a concern or complaint, please contact us in writing by letter or email, including as much detail as possible such as the date of the incident and anyone involved.
Please address your complaint to:
Seven Hills Equine
83 Bollin Drive
Congleton
Cheshire
CW12 3RR
For the attention of: Practice Manager
(or email: info@sevenhillsequine.co.uk)
We promise to listen carefully, take your concerns seriously, and respond as promptly and fairly as possible.
What will happen next
We will acknowledge receipt of your complaint within five working days.
Your concern will then be carefully reviewed. This will usually involve examining your equine’s clinical records and speaking with any team members involved so that we can fully understand what has happened.
The Practice Manager will provide you with a written response, outlining our findings and any steps we propose to resolve the matter, within fourteen days of sending the acknowledgment. If for any reason we need more time to complete our review, we will let you know and keep you updated on progress.
If you remain dissatisfied after our response, you are entitled to contact the Royal College of Veterinary Surgeons (RCVS) for further advice:
Professional Conduct Department
Royal College of Veterinary Surgeons
Belgravia House
62–64 Horseferry Road
London
SW1P 2AF
Data protection
We are a Data Controller under the UK GDPR and the Data Protection Act 2018. Client information is collected and used solely for providing veterinary services, managing accounts, and – where consent is given – communicating relevant updates about our services.
We will not share your details with third parties without your permission, except where required to meet professional or legal obligations, support animal welfare, or transfer a case to another veterinary surgeon.
We take all reasonable steps to keep your information accurate and secure. Please let us know of any changes to your contact or animal details to ensure our records remain up to date.
Client and clinical records are retained for the period required by professional or legal guidelines and securely deleted or anonymised when no longer needed.
You have the right to access, correct, or request deletion of your personal data in accordance with data protection law. For any queries or to exercise these rights, please contact the Practice Manager, who acts as our Data Controller.
Withdrawal of veterinary services
We reserve the right to withdraw services where the professional relationship between client and practice has broken down.
In such cases, we will provide 14 days’ notice and forward the clinical history to another veterinary practice of your choosing.
Acceptance of terms
By registering your equine or instructing us to provide veterinary services, you confirm that you have read, understood and agree to these terms of business.
Thank you for trusting Seven Hills Equine to care for your equine.
If you have any questions about these terms, please contact us at