The Legal Stuff

This page is designed to help you find the information we request you all read! Copies of our terms and conditions, privacy policy and complaints procedure can be found below. If you have any further queries, please contact us! Please use the page jumps below to quickly access the part you’d like to read.

  1. Terms and Conditions
  2. Privacy Policy
  3. Complaints Procedure

1. Terms and Conditions

This contract is between Skylark Vets Limited,
registered company 10173601, of registered address 1st Floor, 1
Suffolk Way, Sevenoaks, Kent TN13 1YL, and you, the registered animal owner or
individual requesting veterinary services. 
This contract is active from the time that you register with us or from
when you request veterinary services from us.

Terms of
payment

Skylark Vets Limited aims to provide a gold standard
veterinary service, and our fees and conditions are set to facilitate this. We
invest in high quality medical and surgical equipment for our patients, and
modern facilities for our clients. We are always reviewing our service with a
view to improving.

The following payment terms apply to all patients,
regardless of insurance or credit arrangements (exceptions may be made in some
cases where the insurance company has agreed to make payment in full or where a
credit agreement has been confirmed).

  1. Invoices should be settled immediately after
    each consultation or service is received. 
    In the case of a mobile visit, payment should be received within 7 days
    of invoice date via BACS if the account is not settled at the time of the visit.  We request payment via BACS in advance of
    posting medications.  All operation and
    hospitalisation fees must be paid in full at the time your pet is collected.  Skylark Vets Limited reserves the right to
    request deposits and interim payments for services.

  • Accounts outstanding over 30 days will have a
    credit administration fee of £30 or interest of 4% on the outstanding balance
    applied, whichever is greatest, up to a maximum of £50.  This fee will be applied on a monthly basis
    until the balance is paid in full.  In
    the event that the account remains unpaid, you will be informed by letter that
    you have 7 days to pay until the account is sent to the Debt Recovery Agency.

  • Skylark Vets Limited reserves the right to pass
    unpaid accounts to debt collectors / solicitors for recovery / legal action to
    whom we may assign the debt, and all rights, without restriction.

  • In the event of late payment, Skylark Vets will
    require you to pay our expenses and legal cost incurred on taking steps to
    obtain payment on an indemnity basis. 
    This will include costs for returned cheques, correspondence and legal
    notices, finding you if you have changed your address without notice, as well
    as third party costs incurred in the collection of unpaid accounts.

  • If the account is not settled or if there have
    been multiple late payments, Skylark Vets reserves the right to decline
    treatment of your animals.  You will be
    informed of this by letter.

  • By completing the registration form, you agree
    that we may collect information from the Electoral Roll and search the files of
    a Credit Reference Agency, which will keep a record of the search. In the event
    of the account being unpaid as per Clause 1, relevant details may be recorded
    with any agency.  Any information
    supplied may be used for debt tracing and fraud prevention.

Conditions of
practice

  1. Skylark Vets Limited takes the health of your
    pet very seriously and aims to provide a gold standard service.  We understand that having a sick pet can be
    extremely stressful for you, your pet, and for your vet.  We will endeavour to provide an empathetic
    and caring approach at all times and to treat you with courtesy and respect. We
    respectfully request that you extend the same courtesy to our staff members. 

  • There may be some occasions where manual
    restraint of your pet is required either for patient, staff or bystanders’
    safety.  We will use accepted handling
    techniques to ensure minimal stress to your pet.  These techniques may appear distressing, but
    we will use minimal force wherever possible. 

  • There may be occasions where staff members wish
    to use a muzzle or other type of protection: we ask you to respect the wishes
    of our staff members at these times and maintain the right to decline treatment
    or consultation if permission is denied for applying these safety measures.

  • Skylark Vets Limited actively supports a no
    harassment policy.  We will not tolerate
    abusive or aggressive behaviour or language towards our staff members and
    maintain the right to remove persons displaying these behaviours from the
    practice. We also maintain the right to decline further consultations or
    treatments on future occasions in these cases.

Insurance processing

  1. Skylark Vets Limited is happy to process
    insurance forms for your pet, for which there is a service fee to cover the
    time to collate and check information and make the submission.

  • Insurance forms will always incur a fee prior to
    being signed by a veterinarian, even in the event that you wish to post the documents
    yourself, to cover the time taken to check the documentation.

  • We will endeavour to complete insurance forms
    within 5 working days of submission.  If
    you require the claim to be submitted within 48 hours, please inform your
    veterinarian.  There is an additional fee
    for this service.

  • Skylark Vets requests that payment for services
    is made in full at the time of service, and that costs are subsequently
    reclaimed from your insurance provider. 
    In some cases, we may be able to settle directly with your insurance
    provider.  Please note that in these
    cases, we require a direct claim insurance declaration form to be submitted
    prior to treatment, and for any excess or other fees to be paid in advance.

2. Privacy Policy

This privacy policy applies between
you, the User of this Website and Skylark
Vets Limited, the owner and provider of this Website. Skylark Vets Limited takes the
privacy of your information very seriously. This privacy policy applies to our
use of any and all Data collected by us or provided by you in relation to your
use of the Website.

This privacy policy should be read
alongside, and in addition to, our Terms and Conditions, which can be found
at: https://www.skylarkvets.co.uk/about-skylark-vets/the-legal-stuff/.

Please read this privacy policy carefully.

Definitions
and interpretation

  1. In this privacy policy, the following definitions are used:

Data collectively all information that you submit to Skylark Vets Limited via the Website. This definition incorporates, where applicable, the definitions provided in the Data Protection Laws;
Cookies a small text file placed on your computer by this Website when you visit certain parts of the Website and/or when you use certain features of the Website. Details of the cookies used by this Website are set out in the clause below (Cookies);
Data Protection Laws any applicable law relating to the processing of personal Data, including but not limited to the Directive 96/46/EC (Data Protection Directive) or the GDPR, and any national implementing laws, regulations and secondary legislation, for as long as the GDPR is effective in the UK;
GDPR the General Data Protection Regulation (EU) 2016/679;
Skylark Vets Limited,  
 we
 or us
Skylark Vets Limited, a company incorporated in England and Wales with registered number 10173601 whose registered office is at 1st Floor, 1 Suffolk Way, Sevenoaks, Kent, TN13 1YL; 
UK and EU Cookie Law the Privacy and Electronic Communications (EC Directive) Regulations 2003 as amended by the Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011;
User or you any third party that accesses the Website and is not either (i) employed by Skylark Vets Limited and acting in the course of their employment or (ii) engaged as a consultant or otherwise providing services to Skylark Vets Limited and accessing the Website in connection with the provision of such services; and
Website the website that you are currently using, www.skylarkvets.co.uk, and any sub-domains of this site unless expressly excluded by their own terms and conditions.

  • In this privacy policy, unless the context requires a different
    interpretation:

    • the singular includes the
      plural and vice versa;
    • references to sub-clauses,
      clauses, schedules or appendices are to sub-clauses, clauses, schedules or
      appendices of this privacy policy;
    • a reference to a person
      includes firms, companies, government entities, trusts and partnerships;
    • “including” is
      understood to mean “including without limitation”;
    • reference to any statutory
      provision includes any modification or amendment of it;
    • the headings and sub-headings
      do not form part of this privacy policy.

Scope of
this privacy policy

  • This privacy policy applies
    only to the actions of Skylark Vets
    Limited and Users with respect to this Website. It does not extend
    to any websites that can be accessed from this Website including, but not
    limited to, any links we may provide to social media websites.
  • For purposes of the applicable
    Data Protection Laws, Skylark Vets
    Limited is the “data controller”. This means that Skylark Vets Limited determines the
    purposes for which, and the manner in which, your Data is processed.

Data
collected

  • We may collect the following
    Data, which includes personal Data, from you:

    • name;
    • gender;
    • contact Information such as
      email addresses and telephone numbers;
    • demographic information such as
      postcode, preferences and interests;

in each case, in accordance with
this privacy policy.

How we
collect Data

  • We collect Data in the
    following ways:

    • data is given to us by
      you  ; and
    • data is collected
      automatically.

Data that
is given to us by you

  • Skylark Vets Limited will
    collect your Data in a number of ways, for example:

    • when you contact us through the
      Website, by telephone, post, e-mail or through any other means;
    • when you register with us and
      set up an account to receive our products/services;
    • when you elect to receive
      marketing communications from us;
    • when you use our services;

in each case, in accordance with
this privacy policy.

Data that
is collected automatically

  • To the extent that you access
    the Website, we will collect your Data automatically, for example:

    • we automatically collect some
      information about your visit to the Website. This information helps us to make
      improvements to Website content and navigation, and includes your IP address,
      the date, times and frequency with which you access the Website and the way you
      use and interact with its content.
    • we will collect your Data
      automatically via cookies, in line with the cookie settings on your browser.
      For more information about cookies, and how we use them on the Website, see the
      section below, headed “Cookies”.

Our use of
Data

  • Any or all of the above Data
    may be required by us from time to time in order to provide you with the best
    possible service and experience when using our Website. Specifically, Data may
    be used by us for the following reasons:

    • internal record keeping;
    • improvement of our products /
      services;
    • transmission by email of
      marketing materials that may be of interest to you;
    • contact for market research
      purposes which may be done using email, telephone, fax or mail. Such
      information may be used to customise or update the Website;

in each case, in accordance with
this privacy policy.

  1. We may use your Data for the
    above purposes if we deem it necessary to do so for our legitimate interests.
    If you are not satisfied with this, you have the right to object in certain
    circumstances (see the section headed “Your rights” below).
  2. For the delivery of direct
    marketing to you via e-mail, we’ll need your consent, whether via an opt-in or
    soft-opt-in:

    1. soft opt-in consent is a
      specific type of consent which applies when you have previously engaged with us
      (for example, you contact us to ask us for more details about a particular
      product/service, and we are marketing similar products/services). Under
      “soft opt-in” consent, we will take your consent as given unless you
      opt-out.
    1. for other types of e-marketing,
      we are required to obtain your explicit consent; that is, you need to take
      positive and affirmative action when consenting by, for example, checking a
      tick box that we’ll provide.
    1. if you are not satisfied about
      our approach to marketing, you have the right to withdraw consent at any time.
      To find out how to withdraw your consent, see the section headed “Your
      rights” below.
  3. When you register with us and
    set up an account to receive our services, the legal basis for this processing
    is the performance of a contract between you and us and/or taking steps, at
    your request, to enter into such a contract.

Who we
share Data with

  1. We may share your Data with the
    following groups of people for the following reasons:

    1. our employees, agents and/or
      professional advisors – for example,
      to allow us to make referrals to other veterinary healthcare providers and to
      share medical records with other veterinary professionals;
    1. third party service providers
      who provide services to us which require the processing of personal data
      – to help third party service
      providers in receipt of any shared data to perform functions on our behalf to
      help ensure the website and practice management systems run smoothly;
    1. third party payment providers
      who process payments made over the Website – to enable third party payment providers to
      process user payments and refunds;
    1. relevant authorities – to facilitate the detection of crime or the
      collection of taxes or duties, and to facilitate investigation of certain cases
      referred by the user or practice to the veterinary authorities;

in each case, in accordance with
this privacy policy.

Keeping
Data secure

  1. We will use technical and
    organisational measures to safeguard your Data, for example:

    1. access to your account is
      controlled by a password and a user name that is unique to you.
    1. we store your Data on secure
      servers.
  2. Technical and organisational
    measures include measures to deal with any suspected data breach. If you
    suspect any misuse or loss or unauthorised access to your Data, please let us
    know immediately by contacting us via this e-mail address: contact@skylarkvets.co.uk.
  3. If you want detailed
    information from Get Safe Online on how to protect your information and your
    computers and devices against fraud, identity theft, viruses and many other online
    problems, please visit www.getsafeonline.org. Get Safe Online is supported by
    HM Government and leading businesses.

Data
retention

  1. Unless a longer retention
    period is required or permitted by law, we will only hold your Data on our
    systems for the period necessary to fulfil the purposes outlined in this
    privacy policy or until you request that the Data be deleted.
  2. Even if we delete your Data, it
    may persist on backup or archival media for legal, tax or regulatory purposes.

Your
rights

  1. You have the following rights
    in relation to your Data:

    1. Right to access – the right
      to request (i) copies of the information we hold about you at any time, or (ii)
      that we modify, update or delete such information. If we provide you with
      access to the information we hold about you, we will not charge you for this,
      unless your request is “manifestly unfounded or excessive.” Where we
      are legally permitted to do so, we may refuse your request. If we refuse your
      request, we will tell you the reasons why.
    1. Right to correct – the right
      to have your Data rectified if it is inaccurate or incomplete.
    1. Right to erase – the right
      to request that we delete or remove your Data from our systems.
    1. Right to restrict our use of your Data – the right to “block” us from using your Data or
      limit the way in which we can use it.
    1. Right to data portability –
      the right to request that we move, copy or transfer your Data.
    1. Right to object – the right
      to object to our use of your Data including where we use it for our legitimate
      interests.
  2. To make enquiries, exercise any
    of your rights set out above, or withdraw your consent to the processing of
    your Data (where consent is our legal basis for processing your Data), please
    contact us via this e-mail address: contact@skylarkvets.co.uk.
  3. If you are not satisfied with
    the way a complaint you make in relation to your Data is handled by us, you may
    be able to refer your complaint to the relevant data protection authority. For
    the UK, this is the Information Commissioner’s Office (ICO). The ICO’s contact
    details can be found on their website at https://ico.org.uk/.
  4. It is important that the Data
    we hold about you is accurate and current. Please keep us informed if your Data
    changes during the period for which we hold it.

Links to
other websites

  • This Website may, from time to
    time, provide links to other websites. We have no control over such websites
    and are not responsible for the content of these websites. This privacy policy
    does not extend to your use of such websites. You are advised to read the
    privacy policy or statement of other websites prior to using them.

Changes of
business ownership and control

  • Skylark Vets Limited may, from
    time to time, expand or reduce our business and this may involve the sale
    and/or the transfer of control of all or part of Skylark Vets Limited. Data provided by
    Users will, where it is relevant to any part of our business so transferred, be
    transferred along with that part and the new owner or newly controlling party
    will, under the terms of this privacy policy, be permitted to use the Data for
    the purposes for which it was originally supplied to us.
  • We may also disclose Data to a
    prospective purchaser of our business or any part of it.
  • In the above instances, we will
    take steps with the aim of ensuring your privacy is protected.

Cookies

  • This Website may place and
    access certain Cookies on your computer.  Skylark Vets Limited uses Cookies to
    improve your experience of using the Website.     Skylark Vets Limited has carefully
    chosen these Cookies and has taken steps to ensure that your privacy is
    protected and respected at all times.
  • All Cookies used by this
    Website are used in accordance with current UK and EU Cookie Law.
  • Before the Website places
    Cookies on your computer, you will be presented with a message bar requesting
    your consent to set those Cookies. By giving your consent to the placing of
    Cookies, you are enabling Skylark
    Vets Limited to provide a better experience and service to you. You
    may, if you wish, deny consent to the placing of Cookies; however certain
    features of the Website may not function fully or as intended.
  • This Website may place the
    following Cookies:

Type of Cookie Purpose
Strictly necessary cookies These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website, use a shopping cart or make use of e-billing services.
Analytical/performance cookies They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.

  • You can find a list of Cookies that we use in the Cookies Schedule.
  • You can choose to enable or
    disable Cookies in your internet browser. By default, most internet browsers
    accept Cookies but this can be changed. For further details, please consult the
    help menu in your internet browser.
  • You can choose to delete Cookies
    at any time; however you may lose any information that enables you to access
    the Website more quickly and efficiently including, but not limited to,
    personalisation settings.
  • It is recommended that you
    ensure that your internet browser is up-to-date and that you consult the help
    and guidance provided by the developer of your internet browser if you are
    unsure about adjusting your privacy settings.
  • For more information generally
    on cookies, including how to disable them, please refer to aboutcookies.org. You
    will also find details on how to delete cookies from your computer.

General

  • You may not transfer any of
    your rights under this privacy policy to any other person. We may transfer our
    rights under this privacy policy where we reasonably believe your rights will
    not be affected.
  • If any court or competent
    authority finds that any provision of this privacy policy (or part of any
    provision) is invalid, illegal or unenforceable, that provision or
    part-provision will, to the extent required, be deemed to be deleted, and the
    validity and enforceability of the other provisions of this privacy policy will
    not be affected.
  • Unless otherwise agreed, no
    delay, act or omission by a party in exercising any right or remedy will be
    deemed a waiver of that, or any other, right or remedy.
  • This Agreement will be governed
    by and interpreted according to the law of England and Wales. All disputes arising
    under the Agreement will be subject to the exclusive jurisdiction of the English and Welsh courts.

Changes to
this privacy policy

  • Skylark Vets Limited reserves
    the right to change this privacy policy as we may deem necessary from time to
    time or as may be required by law. Any changes will be immediately posted on
    the Website and you are deemed to have accepted the terms of the privacy policy
    on your first use of the Website following the alterations.  
       
      You may contact Skylark Vets Limited by email
    at contact@skylarkvets.co.uk.

Attribution

  • This privacy policy was created
    using a document from Rocket Lawyer (https://www.rocketlawyer.com/gb/en).

07 January 2020 

Cookies

Below is a list of the cookies that we
use. We have tried to ensure this is complete and up to date, but if you think
that we have missed a cookie or there is any discrepancy, please let us know.

Strictly necessary

We use the following strictly
necessary cookies:

Description of Cookie Purpose
Strictly necessary cookie this remembers uses to allow continuous smooth use of the website

Analytical/performance

We use the following
analytical/performance cookies:

Description of Cookie Purpose
Analysis and performance cookie this allows us to monitor how the website is used so we can continue to make changes to improve user website experience

3. Complaints Procedure

At Skylark Vets, we strive to provide the best possible care for your pet and to communicate with you, our valued clients, to the best of our ability.  If you are unhappy with the service you have received from us, we would welcome a face-to-face conversation with you.  Alternatively we are happy to discuss any concerns you may have via telephone on 07443 929 395.  We are confident that the majority of questions can be answered and that most problems can be solved in this manner. If you are still dissatisfied after talking with us and wish to make a formal complaint, please e-mail contact@skylarkvets.co.uk using ‘complaint re (your pet’s name)’ as the subject heading.