TERMS & CONDITIONS
By accepting our services and/or purchase of goods you are contractually agreeing to Nova Equine Vets Terms of Business as printed below.
Company Name Nova Equine Vets is a company incorporated in England. Registration Number 04772618. Registered office: B1-2 The Courtyard, Dovers Farm, Lonesome Lane, Reigate, Surrey, RH2 7QT. VAT Registration Number 724 96 56 04.
Recording of Calls We may record calls for the purposes of training and monitoring. We may use this to confirm details of our conversation with clients or members of the public.
Fees All fees are subject to VAT at the current rate. Professional fee levels are determined by the time spent on a case and according to the drugs, resources, expertise required, materials and consumables used. An overview of commonly charged fees is provided on our website. Further details of our fees are available on request and a detailed invoice is provided for every consultation. Out-of-hours fees are charged when a veterinary surgeon is called to attend to your horse outside of the normal office hours 8.00 am - 5.30 pm Monday to Friday. There are occasions when we incur costs on your behalf, such as tests performed at specialist laboratories and these may be invoiced to you at a later date.
Estimates You will understand that quite often the investigation and treatment of accident, illness and injury does not follow a predictable “standard” course, and therefore costs may vary. Where complex or costly investigation and treatment is anticipated, we will endeavour to discuss this with you. If specifically requested, we will provide you with a written estimate. We will also endeavour to inform you of significant changes from those first estimated throughout the progress of each case investigation/treatment. Please be aware that where unexpected problems and complications occur, costs are likely to increase.
Invoicing & Payment Terms Payment of invoices is due within 30 days of the date of the invoice for established clients. For clients new to the practice we require payment in advance or on the day of the appointment, if it's a routine appointment we will require payment of the estimated fees (£150 minimum) and for emergencies we will require a deposit of £350.
We send invoices by email as standard, clients can request paper copies if required. Where accounts remain unpaid after 30 days, we reserve the right to charge interest and additional fees. We will advise you of this prior to additional fees being applied.
Non-payment after 60 days may result in a block placed on the client account, meaning we will not provide veterinary care to clients until debts are settled. We may initiate legal action, incurring debt collection fees which will be added to the total debt.
For non-insured horses we reserve the right to request a deposit be paid before commencing investigations and/or treatment. Where direct insurance claims are initiated and the insurer refuses to pay, the client will be responsible for settling the account in full as per our usual payment terms.
In giving instructions, either in person or by your agent, for an animal to be treated, you will be responsible for our charges.
Failure to comply with payment terms may result in you no longer being able to have credit facilities with the Practice so all treatments will then have to be paid for at every supply of goods and services or the complete withdrawal of our services.
Methods of Payment
The following methods are welcomed:
Credit / Debit card – Visa, Mastercard, AmericanExpress
BACS / Bank Transfer – details of client receiving account are listed on invoices, or available at request
Cash
Inability to Pay
If, for any reason, you are unable to settle your account please call us straight away to make us aware. Please be advised that installments or part-payments of any accounts can only be sanctioned with the express permission of the Practice Manager/a Director. Late payment interest charges will still be levied onto your account each month until the account is paid off in full.
If accounts are not settled within 30 days and we don’t hear from you we will remind you of your outstanding account balance. If this remains unpaid we may refer the debt to a debt recovery agency. This will incur fees, which will be added to your outstanding debt.
Insurance It is your responsibility to submit claims to your insurer and to be reimbursed by them. To defer this requirement, this will only be considered on the basis that the insurer is instructed by you, that payment is made direct to the Practice and that your insurance company has agreed to the claim in principle. For direct claims (where we are processing paperwork and claiming reimbursement of fees from your insurer) we will charge you a £25 admin fee. You will be required to pay the excess, admin fee and any costs not covered by insurance i.e. livery fees and any part of the claim that has been rejected by your insurance company for whatever reason. Such costs must be paid within 30 days of invoice per our usual payment terms. Any discrepancies between the clinical records and what you’ve advised your insurer, may cause a delay or rejection of your claim. Nova Equine Vets accepts no liability if your claim should be rejected, either in part or full and will ask that any outstanding invoices be settled in full for any veterinary treatment we have given to your horse.
It is your responsibility to ensure that your insurance company settle the account promptly and please be aware that you will be liable for any late payment surcharges on your account. Should the account remain unpaid for more than 60 days, we will ask you for full settlement to prevent any debt recovery action being taken.
Instructions In certain situations we understand that requests will be made by persons acting as your agent, such as a stable manager or stable owner. We will assume, unless advised in writing by yourself, that they have your authority and are acting in your interest and on your behalf.
We cannot accept instructions from anybody under the age of 18 years.
It is the client’s responsibility to keep their account updated with current contact details.
Termination of Service
You can ask us to stop treatment of your horse at any time, likewise we can stop treatment if you do not accept our advice, fail to pay your account within the 30 day period or if we are prohibited by law from doing any further work. Also we will stop treatment, if sadly; the relationship between you and us breaks down. On termination of work we will invoice you for any work already done and we reserve the right to hold your horses medical records until your account balance is paid in full.
Looking after our team, clients and patients
We take the health, wellbeing and safety of our team, clients and patients very seriously. We have a zero tolerance approach to unacceptable behaviour. Intrusive, aggressive, offensive or violent behaviour may lead to a client being asked to leave our Practice.
Pre-purchase examinations (Vettings) It is our policy not to carry out pre-purchase examinations (vettings) on horses owned by current clients.
Information pertaining to pre-purchase examinations remains the property of the individual instructing the Practice. If the horse being vetted is known to the Practice, should the prospective purchaser ask, we have to disclose the clinical history to them. Should this request be refused by you, the Vendor, then we will decline to carry out the vetting for the prospective purchaser.
Medication
We can only prescribe medications for animals that are registered with our Practice and have already been treated and/or inspected by one of our vets for the condition that the medication is required. To comply with current regulations we cannot supply medication or prescription without first seeing the animal.
An animal requiring repeat prescription must be re-assessed by one of our vets every six months, incurring a visit fee and examination charge.
We ask that you give us 48 hours notice when ordering repeat prescription drugs either for collection from the office or to be posted. All drugs must be approved by one of our vets before our Reception staff are authorized to issue them to you and in some cases, we may have to order the drugs into stock so please do allow enough time. All drugs must be paid for at time of collection or before being posted. Drugs posted out are sent by recorded delivery and there will be a charge to cover post/packing at current Royal Mail rates based on size and weight.
You can request a written prescription to source medicines elsewhere, such as from an online pharmacy. Information is available in our prescription policy.
Emergency Treatment
Subject to our professional duties as Veterinary surgeons, we reserve the right to make final decisions on treatment.
‘Out of hours’ visits are charged when a Veterinary surgeon visits out of normal office hours, which are: 8.30 am – 5.30 pm Monday to Friday. We charge different fees for emergency visits during office hours. We operate a 24/7 emergency service, provided by our vet team, and by our partners, Equicall.
Vaccinations
We will send out text/email alerts for annual vaccination reminders as a courtesy but it is the Owner’s responsibility to ensure that their horses are kept up to date with vaccinations before the expiry date, as marked in the horse’s passport. Please have the passport with you when the Vet attends to do the annual booster. It is the client’s responsibility to ensure we have the correct mobile number to send the text alert to.
Zone Visits & Health Visits
Our current terms and conditions for these are available on our website.
Feedback
We always aim to provide a high standard of care, our clients’’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know. Complaints can be raised directly with the treating vet, our client care team, or if you’d prefer you can email admin@novaequinevets.co.uk FAO The Practice Manager.
How we may use your personal information We will only use client details in connection with providing you veterinary services. Information on how we use your information and how to withdraw your consent is detailed in our Privacy Statement on our website.
We may revise these Terms & Conditions from time to time, our current terms are available on our website.
These Ts&Cs were revised 21 October 2025.