CLIENT TERMS AND CONDITIONS
1. About Cottage Veterinary Clinic
North Coast Veterinary Services CC, trading as Cottage Veterinary Clinic (“CVC”, “we”, “us” or “our”), is an independent veterinary clinic situated in Gordon’s Bay, South Africa.
We provide veterinary services including the diagnosis and treatment of sick and injured animals, preventative healthcare, advice regarding appropriate pet care, and the supply of veterinary medicines, diets and animal healthcare products.
By making use of our veterinary services, you agree to these Terms and Conditions.
2. Instructions from CVC Staff
For the safety and wellbeing of clients, staff and animals on our premises, you agree to follow reasonable instructions given by CVC veterinarians and staff while on the premises.
3. Payment
Cottage Veterinary Clinic is a cashless practice.
Accounts are due for settlement in full at the end of the consultation, upon discharge of your pet, or when collecting medication, diets or other products.
Payment may be made using the payment methods accepted by CVC, including:
- debit or credit card;
- SnapScan; and
- PayShap.
We do not accept cash payments.
Where an account is not settled when due, an itemised statement may be issued.
If payment remains outstanding, CVC may send reminders and, after appropriate notice, may refer overdue accounts for debt collection where satisfactory payment arrangements have not been made.
Any payment that is declined, reversed or otherwise not honoured will remain due and payable, together with any lawful costs incurred by CVC as a result.
CVC reserves the right to withdraw non-emergency services where accounts remain unpaid.
If CVC is required to incur legal costs to recover amounts properly due to us, the client may be held liable for such legal costs to the extent permitted by law.
4. Inability to Pay
If you anticipate that you may be unable to pay for the proposed veterinary treatment, please discuss this with the attending veterinarian before treatment is undertaken.
This allows us to discuss the estimated costs and available treatment options with you before proceeding.
5. Estimates
We can provide a written estimate of the probable cost of a proposed course of treatment.
An estimate is an approximation rather than a fixed quotation. Veterinary patients and illnesses do not always follow a predictable course, and additional investigations, medication, procedures or hospitalisation may become necessary.
Where reasonably possible, we will discuss material changes to the anticipated treatment and costs with you.
6. Veterinary Records
Clinical and other veterinary records created and maintained by CVC are retained by CVC.
If you relocate, change veterinary practices or otherwise request that your pet’s information be transferred, copies of relevant clinical records or a summary of your animal’s veterinary history can be supplied to another veterinary practice at your request, subject to applicable legislation and professional requirements.
7. Veterinary Treatment and Risk
Veterinary medicine, anaesthesia and surgery involve inherent risks, and the outcome of treatment cannot always be predicted or guaranteed.
The veterinarian will discuss material risks associated with proposed procedures or treatments where appropriate and will provide you with an opportunity to raise questions or concerns.
By consenting to treatment, anaesthesia or surgery, you acknowledge that you understand that complications may occur despite appropriate veterinary care.
Nothing in these Terms and Conditions is intended to exclude or limit any liability that cannot lawfully be excluded or limited.
8. Personal Information and POPIA
CVC collects and processes personal information in the course of providing veterinary services.
We process personal information in accordance with the Protection of Personal Information Act, 4 of 2013 (“POPIA”), other applicable legislation and our Privacy Policy.
Our Privacy Policy explains:
- what personal information we collect;
- why and how we use it;
- when information may be shared with third parties;
- how information is protected and retained;
- your rights regarding your personal information;
- how to contact our Information Officer; and
- how to lodge a complaint regarding the processing of your information.
Our current Privacy Policy is available from CVC or on our website.
9. Marketing Communications
CVC may send existing clients relevant clinic communications, including newsletters, healthcare information, health reminders, promotions and information regarding veterinary products or services, where permitted.
You may opt out of marketing communications at any time.
Opting out of marketing communications will not prevent us from contacting you where communication is reasonably necessary in connection with your pet’s veterinary care, your account or the administration of veterinary services.
Further information regarding the processing of personal information for communication and marketing purposes is contained in our Privacy Policy.
10. Photographs and Social Media
Information, photographs or other content relating to you and/or your pet will only be used on CVC’s social-media platforms in accordance with our Privacy Policy and where the appropriate consent has been obtained.
11. Educational Information
Information published or distributed by CVC is provided as an educational service to our clients.
General educational material is not a substitute for veterinary examination, diagnosis, treatment or, where appropriate, specialist veterinary advice relating to an individual animal.
12. Changes to These Terms
No employee, agent or person contracted by CVC has authority to alter these Terms and Conditions on behalf of CVC unless the change has been authorised by CVC.
CVC may amend these Terms and Conditions from time to time.
13. Contact Details
Cottage Veterinary Clinic
1 Riverside Avenue
Gordon’s Bay
7140
South Africa
Telephone: (021) 856 2746
Email: admin@cottagevet.co.za
