Terms, Conditions and Privacy Policy

CLIENT HUB

Terms and Conditions

1. Introduction

By registering with Rowley Mile Equine  (“Rowley Mile Equine”, “we”, “us”, or “our”), instructing us to provide veterinary services, and/or purchasing goods, you enter into a contractual agreement with Rowley Mile Equine, and agree to be bound by the following Terms and Conditions.

These Terms and Conditions are designed to comply with the RCVS Code of Professional Conduct for Veterinary Surgeons and relevant supporting guidance.

2. Provision of Veterinary Services

Rowley Mile Equine provides veterinary services in accordance with the standards set out by the Royal College of Veterinary Surgeons (RCVS).

We provide access to 24-hour emergency veterinary care, either directly or via a designated out-of-hours provider, in accordance with RCVS requirements. Details of out-of-hours arrangements are available on request.

3. Fees and Charges

All professional fees, consumables, medicines, diagnostics, and services are subject to VAT at the prevailing rate unless otherwise stated.

Fees are determined by:

  • Time spent on the case

  • Complexity and intensity of investigation and treatment

  • Level of professional expertise required

  • Equipment, diagnostics, and facilities used

  • Cost of medicines, materials, and consumables

You agree to pay all reasonable costs incurred while your animal is under our care. Where complications arise, you acknowledge that fees may exceed those initially anticipated.

Veterinary investigation and treatment do not always follow a predictable or standard course. Where significant or complex procedures are anticipated, we will discuss likely costs with you and, where requested, provide an estimate.

Unless expressly stated otherwise in writing:

  • All estimates are indicative only, not fixed prices

  • Final fees may vary depending on clinical findings and response to treatment

We will endeavour to keep you informed of material changes to anticipated costs where reasonably practicable.

Out-of-hours consultations and procedures attract additional charges, dependent on timing and nature of attendance.

4. Invoicing and Payment Terms

An itemised invoice will be issued following completion of treatment or investigation.

Invoices must be paid in full, in pounds sterling, and in cleared funds, within the payment terms stated on the invoice, without set-off or deduction.

Accepted payment methods include:

  • BACS

  • Cash

  • GoCardless

  • Cheque (Payable to the relevant Rowley Mile Equine branch, as specified on the invoice)

New clients, and certain procedures for existing clients, may require payment in advance or at the time of service.

Interest will accrue on overdue balances at 2.5% per month, calculated monthly, until payment is made in full.

Accounts outstanding beyond two months may be referred to a third-party debt recovery agency or legal proceedings commenced. Reasonable recovery and legal costs incurred will be recoverable from the client in accordance with applicable law.

5. Debt Recovery and Suspension of Services

If an account remains unpaid beyond agreed terms, administrative and debt recovery action may be taken without further notice.

You agree to reimburse reasonable debt recovery costs incurred, including administration, correspondence, and enforcement actions.

We reserve the right to:

  • Suspend or decline non-emergency services

  • Refuse further work where lawful to do so

while any account remains outstanding.

This does not affect our ethical obligation to provide emergency first aid and pain relief where required under the RCVS Code.

6. Inability to Pay

If you anticipate difficulty settling your account by the due date, you must notify us promptly.

In exceptional circumstances only, and at the sole discretion of the directors, a payment plan may be agreed. Any such arrangement must be confirmed in writing and may be withdrawn if breached.

7. Insurance

Insurance policies are contracts strictly between the client and the insurer.

We may charge a reasonable administrative fee for completion of insurance documentation, reflecting professional time involved.

Unless expressly agreed in writing:

  • Clients remain responsible for settling all invoices within standard payment terms

  • Delayed, reduced, or refused insurance payments remain the client’s responsibility

We strongly recommend appropriate insurance cover for all horses.

8. Passports and Veterinary Medicines

All horses must have a valid passport available at the time of treatment, in compliance with the Veterinary Medicines Regulations.

Owners must declare, prior to treatment:

  • Whether a passport is unavailable

  • Whether the animal is intended for human consumption

Failure to provide accurate information may restrict available treatments.

9. Clinical Records

Clinical records are maintained in accordance with RCVS and legal requirements.

Clients may request copies of clinical records. A reasonable administration fee may apply. Records may be shared with other veterinary professionals with client consent or where required by law.

10. Confidentiality and Data Protection

We treat client confidentiality as a professional priority.

Personal data is processed in accordance with UK GDPR and our Privacy Notice. Data may be shared where necessary to provide veterinary services, comply with legal obligations, or where consent has been given.

Our Privacy Notice and Privacy Policy are available on request.

11. Complaints

We aim to provide a high standard of service. If you have a complaint, please contact us in the first instance so that we may attempt to resolve the matter promptly.

If resolution cannot be achieved internally, clients may refer concerns to the RCVS in accordance with their published complaints procedure.

Privacy Policy

Rowley Mile Equine Veterinary Group

Who we are

Rowley Mile Equine operates through the following companies (together referred to as “Rowley Mile Equine”, “we”, “us” or “our”):

  • RME Veterinary Services Ltd

  • RME Cheshire Veterinary Services Ltd

  • Rowley Mile Equine South West Ltd

  • RME East Anglia Veterinary Services Ltd

Each company is registered in the United Kingdom and operates as a veterinary service provider.

For the purposes of the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018, the relevant Rowley Mile Equine company providing services to you will act as the data controller of your personal data.

This privacy policy (together with our Terms and Conditions and any other documents referred to within them) sets out the basis on which personal data we collect from you, or that you provide to us, will be processed, used, stored and/or transferred by us.

Personal information we collect from you

Personal information you give us

You may provide personal information by filling in forms, corresponding with us by phone, email, in person, or otherwise. This includes information provided when you:

  • complete forms on our website (for example via appointment enquiries or contact forms);

  • use our services;

  • register as a client;

  • subscribe to communications; or

  • report a problem with our website.

This information may include:

  • your name, address, email address and telephone number(s);

  • billing, financial and credit card information;

  • insurance details;

  • details of horses owned by you or in your care; and

  • any other information necessary for us to provide veterinary or related services.

Personal information we collect automatically

When you visit our website, we may automatically collect:

Technical information

  • IP address;

  • browser type and version;

  • time zone setting;

  • browser plug-in types and versions;

  • operating system and platform;

  • general geographical location.

Usage and analytical information

  • full URLs, clickstream data to, through and from our website (including date and time);

  • pages viewed, page response times, download errors;

  • length of visits to certain pages;

  • page interaction information (scrolling, clicks, mouse-overs);

  • methods used to browse away from pages; and

  • device type.

Personal information we receive from other sources

We may receive information about you from referring veterinary surgeons, laboratories, insurers, or other service providers. This may include:

  • your name and contact details;

  • financial or billing information;

  • insurance details; and

  • information relating to horses owned by you or in your care,

where required to provide veterinary services or fulfil contractual obligations.

Cookies

Our website uses cookies to distinguish you from other users. This helps us improve your browsing experience and optimise our website. Further details on cookies used and how to manage consent are available via our website.

How we use your personal information

Information you provide to us

We use this information to:

  • provide veterinary services and fulfil contractual obligations;

  • communicate with you regarding appointments, treatment, and care;

  • issue invoices, statements and collect payments;

  • send notifications you have requested;

  • notify you of changes to our services, terms, or policies; and

  • send newsletters and marketing communications (where consent has been given).

You may opt out of marketing communications at any time by contacting office@rowleymileequine.com.

Information we collect automatically

We use this information to:

  • administer and improve our website;

  • analyse performance and usage trends;

  • ensure content is presented effectively;

  • maintain website security; and

  • support internal research, testing and statistical analysis.

Information from other sources

We may combine information received from other sources with information you provide to us, using it only for the purposes outlined in this policy.

Legal basis for processing

We process your personal data on the following legal bases:

  • Contractual necessity – to provide veterinary services requested by you;

  • Consent – for marketing communications and optional communications;

  • Legal obligation – to comply with regulatory, financial, and professional requirements;

  • Legitimate interests – where necessary for practice administration, service improvement, fraud prevention, and business continuity, provided these interests do not override your fundamental rights.

How long we keep your personal data

We retain personal data:

  • in accordance with HM Revenue & Customs requirements;

  • in accordance with Royal College of Veterinary Surgeons guidance;

  • in accordance with Veterinary Defence Society recommendations; and

  • as long as necessary to provide services and meet legal or contractual obligations.

Disclosure of your information

We may share your personal data with selected third parties, including:

  • referring veterinary surgeons and clinical partners;

  • laboratories, imaging providers and specialists;

  • insurance companies;

  • payment processors and professional advisers;

  • suppliers and subcontractors acting on our behalf; and

  • analytics and search engine providers assisting website optimisation.

We may also disclose your data:

  • in connection with the sale, acquisition, or restructuring of a business or assets;

  • where legally required to comply with statutory obligations;

  • to protect the rights, property or safety of Rowley Mile Equine, our clients or others;

  • for fraud prevention or credit risk reduction.

Emails sent to Rowley Mile Equine email addresses may be monitored for security and compliance purposes.

Where we store your personal data

Your data may be transferred to, and stored outside, the UK or European Economic Area. Where this occurs, we ensure appropriate safeguards are in place.

All information is stored on secure servers. While we take reasonable steps to protect your data, transmission over the internet cannot be guaranteed to be fully secure.

Your rights

Under UK GDPR, you have the right to:

  • access your personal data;

  • rectify inaccurate or incomplete data;

  • request erasure (where applicable);

  • restrict processing;

  • data portability (for automated data);

  • object to processing (including direct marketing);

  • withdraw consent at any time; and

  • lodge a complaint with the Information Commissioner’s Office (ICO).

Requests will normally be fulfilled within one month.

Changes to this policy

We may update this privacy policy from time to time. Please refer to the version published on our website for the most current terms.

Contact

For questions or requests relating to this privacy policy, please contact: info@rowleymileequine.com