New registrations welcome
Wadebridge, Padstow, Port Isaac & Surrounding Areas
New registrations welcome
Thank you for entrusting the care and attention of your Animal to us. Some aspects of the contract might not be relevant to you and we request you ask for further explanation/clarification if required, including if you would like this contract in another format (for example, audio, large print, or braille).
This contract binds you in respect of all goods and services delivered by us to you including veterinary services for your pet. If you purchase goods and/or services from us, you agree to be legally bound by this contract.
This contract contains our general terms. There may be other terms applicable to our pet health care plan and any other services we offer. Where this is the case the specific terms will also apply.
Please be aware that the health and welfare of your Animal is our primary concern and responsibility.
Consent
In accordance with the RCVS Code of Professional Conduct for Veterinary Surgeons, Wave Vets will ask for signed consent for
In exceptional circumstances, we may need to provide emergency treatment. We will take reasonable steps to contact you to obtain your prior consent, but you acknowledge and consent that we are authorised to take all such steps as the Veterinary Staff reasonably believe are necessary to promote the welfare of your animal and that you will be responsible for the costs incurred in taking such steps, whether or not your
consent has been obtained. We will provide you with full details of the treatment provided as soon as is reasonably practicable.
Registration & Contact Details
It is essential we maintain accurate records of our clients and patients. In order to do this, we will periodically ask you to confirm registration and contact details. If your details change, please inform us so we can ensure our database is up to date and that you receive appointment and treatment reminders.
All new pets wishing to be registered must have a chargeable veterinary health check within a month of joining the practice.
Telephone recording
Please note that all of our calls both incoming and outgoing may be recorded for training and monitoring purposes.
Data Protection
Wave Vets, takes your privacy very seriously and takes great care to comply with our obligations under the Data Protection Act and to protect your personal information including any financial details that you provide. Wave Vets will only use your personal information in order to liaise with you regarding the healthcare of your pets.
We may need to disclose or share your personal information with regulatory authorities for the purpose of fraud prevention and/or to comply with any legal or regulatory requirement. If you have any questions about the way Wave Vets uses your personal information, please write to us.
From time to time it may be necessary for Wave Vets to use the details you have provided in order to advise you about products important to your animal’s welfare and of potential interest as a pet owner.
Legislation relating to Veterinary Care
Wave Vets will endeavour to provide veterinary services in accordance with reasonable standards as specified in the RCVS Code of Professional Conduct for Veterinary Surgeons and Veterinary Nurses. Guidelines are available at www.rcvs.org.uk.
Veterinary Surgeons at Wave Vets can only give advice, diagnose and prescribe therapies for patients that are ‘under their care’. Being ‘under the care’ of a veterinary practice means that the veterinary surgeon must know what is going on with the patient in order to make an informed decision about it. A patient cannot be considered to be under the vet’s care if there has been no physical examination; which means
that a vet cannot prescribe a prescription only medicine to a patient if they have only conducted a consultation over the telephone or via the Internet. However, if a patient has been prescribed a prescription-only medicine for a long-term medical condition, the client can acquire more medicine without the patient having to be examined every single time. Every repeat prescription request needs to be authorised by a veterinary surgeon before it can be dispensed. The minimum period of time between examinations is not legally defined. This is determined by the prescribing veterinary surgeon.
Supply of medicines
Wave Vets will offer to supply almost all of the veterinary medicines that have been prescribed for your pet. Wave Vets will also provide written prescriptions if you wish to obtain prescription-only-medicine from another veterinary surgeon, or pharmacy. Wave Vets will charge to provide a written prescription. Wave Vets can only provide a written prescription for animals under our care. Wave Vets will charge to examine all ongoing medical conditions should the client wish to acquire a written prescription or not.
Return of unused medicine
Wave Vets will accept unused medications for disposal, this is free of charge if the medication has been supplied by us.
Wave Vets cannot offer a refund on any medicines which have left the premises as these are legally no longer deemed fit for sale as Wave Vets cannot guarantee the conditions under which they were stored.
Out of Hours and Hospitalisation
Wave Vets is open Monday to Friday from 8.30am to 6.30pm and Saturday 8.30am to 12pm. Outside of these hours all emergencies are transferred to the care of an out of hours service provider Beacon VetCare. Chapel Parc, Chapel Town, Summercourt, Newquay, Cornwall TR8 5AH 01872 890100 www.beaconvetcare.co.uk
If your pet requires emergency treatment, call our usual number and follow the instructions.
Patients which are hospitalised outside our normal working hours, will be checked and treated according to their clinical requirement. High dependency cases may be referred to a out of hours provider for continuous monitoring. Clients are responsible for arranging transport of their pet back and forth from the premises.
Charges
A price list showing the cost of our most common services is displayed on our website. You will receive an itemised receipt for all transactions. All prices quoted, whether on our price list or in an estimate, are inclusive of the current rate of VAT.
Estimates of charges
We can provide a written estimate as to the probable cost of a course of treatment or surgical procedure. Please bear in mind that any estimate given can only be approximate and additional costs which cannot be predicted at the outset may occur as treatment progresses. We will make every effort to discuss any such additional costs whenever possible. All estimates are valid for 30 days.
Expectations about payment
Payment is due at the time of treatment or discharge unless alternative arrangements have been agreed in advance by the Practice Manager or Director. You may settle the account using cash, credit card/debit card or online BACS transfer. Personal cheques are not accepted.
Pet Health Insurance
Wave Vets supports insuring your pet against the unexpected costs due to illness or accident. Unless otherwise specified, you are expected to settle your account and then reclaim fees from your insurance company. Wave Vets will complete their portion of the insurance claim promptly assuming we have all the relevant information to do so. Wave Vets will not charge to complete insurance forms whereby the client has settled their account and is reclaiming fees from the insurance company.
Unsettled accounts
Any account not settled within 7 days will be sent a reminder. Should the account remain outstanding beyond 30 days, Wave Vets reserves the right to refer any unsettled accounts to our debt collecting agency, unless otherwise agreed. Should the account remain outstanding beyond 30 days, Wave Vets reserves the right to de-register the client and their pets. Any further costs incurred in collecting the debt will be added to the balance.
Any cheque returned by our bank as unpaid, any credit card payment not honoured and any cash tendered and found to be counterfeit will result in the original account being restored to the original sum with further charges added in respect of bank charges and administrative costs.
Inability to Pay
If you are unable to settle your account we ask that you discuss the matter as soon as possible with a member of staff. We do not offer payment plans as payment for treatment is expected at the time.
Vaccination reminders
Unless you have requested that we not contact you, we will endeavour to remind you of when annual vaccinations are due for your pets. Please note that this is a courtesy – there is no obligation on the practice or the staff regarding the consequences of failure to provide such reminders and it remains your responsibility to keep vaccines and other routine treatments up to date.
Complaints
The last thing we wish to do at Wave Vets is to cause you or your pets any undue distress. If this happens, we would like to reassure you that any upset or distress caused is not intentional. If you feel that there is something you wish to raise, please direct your comments, preferably in writing, to the Practice Manager or a Director. An acknowledgement will be sent by return and then a period will elapse whilst the case is investigated and reports collated from those staff involved. A reply in writing will follow, usually within 14 days although the period may be longer if the Practice Manager, Director or staff involved are temporarily unavailable or delayed.
Conduct expected of our clients.
Just as clients are entitled to expect appropriate standards of care, service and value for money from us, the directors and staff are entitled to expect appropriate standards of conduct and behaviour whilst serving our patients and our clients.
Wave Vets definition of ‘appropriate’ standards of conduct and behaviour is as follows; clients are not entitled to speak to us or treat us in a manner that would be considered inappropriate should we do the same to them. This includes.
Should such instances occur, Wave Vets reserves the right to de-register the client and their pets.
Home Visits
Home visits are available if booked in advance and incur additional charges. In an emergency it is usually in the best interests of your pet to be seen at a surgery where facilities and a full range of drugs are available. It is not normally possible to carry out home visits outside normal working hours.
This privacy notice tells you how Wave Vets will collect and process your personal data if you register as a client, purchase our services or products, and use our website.
About Us
Wave Vets is an independent veterinary surgery in Wadebridge, Cornwall. We protect the health and well-being of your pets, offering services that include diagnosing and treating pets, advising you on the care for your pets, and providing health-care related products for sale.
Who to contact regarding your personal data
We take your privacy seriously. Our Data Protection Manager looks after data protection and would be happy to answer any questions about this privacy policy and how Wave Vets uses your data. They can be contacted at hello@wavevets.co.uk
The personal data we collect and process
There are four main ways we process the personal data you provide. We endeavour to keep this information accurate and up to date, and not keep it any longer than is necessary.
1. To administer your account as a surgery client
In order to provide our services effectively and ensure the best care for your pet, we need to collect and process the following personal data when we register you as a client:
First name, Last name, Address, Phone number, Email address
This personal data will be used for the following services and purposes:
If you decide to purchase our healthcare plan and pay by direct debit, you will also need to provide bank account details to set up and confirm your direct debit. We do not retain this information once your direct debit is confirmed.
2. To send you healthcare communications as a surgery client
We sometimes send all our clients the following communications to help with the well-being of their pets:
Clients find these communications useful in administering care to their pets and to keep up to date with what is going on at the surgery. They are only sent to existing clients who can opt-out at any time.
The personal data that we process for these communications is first name, email address and mobile phone number.
We would like our clients to enjoy these communications, so it is important to note that you can opt-out at any time by:
3. To share with veterinary related 3rd parties WITH your consent
There will be occasions where we will need to ask for your consent to share your personal data with a 3rd party:
Wave Vets will not pass on your personal data to any third parties without your consent unless the law requires us to do so. We do not provide any personal data to the suppliers of the medicines we administer or the pet care products we sell.
4. When you use our website (www.wavevets.co.uk)
When someone visits www.wavevets.co.uk we use a third-party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out things like the number of visitors to the various parts of the website. This information is processed in a way which does not identify anyone.
We use cookies, which are small text files that are placed on your computer when you visit. We do this to make our website work more efficiently and to promote our news, products, and services on social media. Visit the website’s cookies section to manage your cookie settings and view more information on how we use them and why.
Wave Vets uses a third party service to help maintain the security and performance of our website. To deliver this service it processes the IP addresses (a number assigned to each of your devices connected to the internet by your broadband provider) of visitors to Wave Vets website.
We provide contact forms on our website and collect users’ personal information to help them complete certain tasks. Each form details the information required and an explanation of what the form is for. For general enquiries, once an enquiry has been dealt with, the data is deleted in line with Wave Vets procedures.
Disclosure of personal data to our service providers
We may pass on your personal data to service providers contracted to Wave Vets in the course of dealing with you. They act as a data processor on our behalf and are obliged under contract to keep your details secure, and only use them to fulfil the services they provide on our behalf. When they no longer need your data to fulfil this service, they dispose of it in line with Wave Vets procedures.
How long do we process your data for?
Wave Vets is required to retain information in accordance with the law, such as information needed for income tax and audit purposes.
In order to comply with our professional liability insurance, we keep and securely store past clients records for seven years. This includes full name, address, email address and telephone number, but excludes bank account details.
We will only process your personal data whilst you are a client. After two years of inactivity, we will email or call clients to prompt them to see if they wish to remain as a client. If there has been no activity for two years and three months and no response to our enquiries we will close the client’s account and archive the data.
Your rights as a data subject
Right of access – you have the right to request a copy of the information that we hold about you.
You can do that by visiting www.wavevets.co.uk or by emailing hello@wavevets.co.uk, If we do hold information about you we will:
Please note that you will need to provide proof of identity – a current passport or driving licence.
Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
Right to be forgotten – in certain circumstances, you can ask for the data we hold about you to be erased from our records.
Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.
Right of portability – you have the right to have the data we hold about you transferred to another organisation.
Right to object – you have the right to object to certain types of processing such as direct marketing.
Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling.
Right to judicial review: in the event that Wave Vets refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain as outlined below.
Complaints
We take the processing of your personal data very seriously and are here to help with any concerns you may have. Please do contact the Data Protection Manager at hello@wavevets.co.uk.
If you are still not happy with how your personal data is being processed by Wave Vets or how your complaint has been handled, you also have the right to lodge a complaint directly with the Information Commissioner's Office at https://ico.org.uk/concerns/or by calling 03031231113
01208 812099
Trevanson Street, Wadebridge, PL27 7AW