Terms & Conditions

HeartVets In-Person and Peripatetic Veterinary Cardiology Services

Effective from: 19-8-26

These Terms and Conditions apply to veterinary cardiology services provided by HeartVets in person, whether at HeartVets premises or at another veterinary practice.

They apply in addition to the HeartVets Terms and Conditions for online and telemedicine services. Please read them carefully. We recommend that you print a copy of these terms for future reference.

Contents

1. About these Terms and Conditions
2. Information about HeartVets and how to contact us
3. Our contract with you
4. Our veterinary cardiology services
5. Referral to HeartVets
6. How we provide our services
7. Your referring veterinary practice
8. Appointments and cancellations
9. Investigations, treatment and consent
10. Estimates, fees and payment
11. Pet insurance
12. Hospitalisation and onward referral
13. Out-of-hours support
14. Clinical records and communication
15. Prescriptions and ongoing medication
16. Complaints
17. Our responsibility to you
18. How we use your personal information
19. Other important terms
20. Changes to these Terms and Conditions

1. About these Terms and Conditions

These Terms and Conditions explain the basis on which HeartVets provides in-person veterinary cardiology services.

Please read these Terms and Conditions carefully before using our services. They set out important information about our services, fees, payment arrangements, referrals, communication and your responsibilities. Different terms and conditions may apply if we supply veterinary services to you when you are a business.

These Terms and Conditions apply in addition to any other terms that apply to services provided by HeartVets, including our terms relating to online and telemedicine services.

By accepting an appointment with HeartVets, you agree to these Terms and Conditions.

If you have any questions about these Terms and Conditions, please contact us before your appointment.

Other terms that apply:

Complaints Policy: https://heartvets.co.uk/complaints-policy/

Privacy policy: https://heartvets.co.uk/privacy-policy/

2. Information about HeartVets and how to contact us

HeartVets provides veterinary cardiology services for animals referred by veterinary surgeons.

HeartVets is a specialist-led veterinary cardiology service. Our clinical team includes veterinary surgeons who are RCVS Specialists and other experienced veterinary surgeons with particular expertise in veterinary cardiology.

The veterinary surgeon responsible for an individual case will depend upon the clinical needs of the patient and the nature of the referral.

Our contact details are:

HeartVets
Pant Wilkin Stables, Aberthin, Cowbridge, CF71 7GX, United Kingdom

0800 9994333
admin@heartvets.co.uk
heartvets.co.uk

3. Our contract with you

3.1 When you are our client

Where your pet attends HeartVets for an outpatient consultation, a pre-breeding health examination (“heart testing”), or attends a peripatetic outpatient clinic provided by HeartVets, HeartVets provides the veterinary cardiology service directly to you.

In these circumstances, you are responsible for payment of the fees for the services provided by HeartVets, subject to the payment arrangements described in section 10.

Where your pet is assessed as an inpatient at another veterinary practice, the arrangement is different and is described in section 6.3.

3.2 Accepting a referral

We normally accept patients following referral from a veterinary surgeon.

By accepting a referral, you agree that relevant clinical information may be shared between HeartVets and the veterinary practices involved in your pet’s care.

3.3 Your primary veterinary practice

HeartVets provides veterinary cardiology services within the scope of the referral.

Unless otherwise agreed, your primary veterinary practice remains responsible for your pet’s general veterinary care and for conditions outside the scope of the cardiology referral.

4. Our veterinary cardiology services

We will provide our veterinary services in accordance with the Royal College of Veterinary Surgeons (“RCVS”) Code of Professional Conduct. The RCVS regulates veterinary surgeons in accordance with the Veterinary Surgeons Act 1966, to protect the public interest and to safeguard animal health and welfare. 

Cardiology services will be provided by suitably trained and/or qualified staff. There may be involvement of other staff and/or students as part of their training and development.

Our services may include:

• veterinary cardiology consultations;
• physical examination;
• echocardiography;
• electrocardiography;
• blood pressure assessment;
• laboratory samples
• radiography
• sedation and anaesthesia
• Interventional cardiac surgery (“keyhole” heart surgery)
• other appropriate diagnostic investigations;
• interpretation of diagnostic findings;
• advice regarding cardiac diagnosis and management;
• advice regarding cardiac medication;
• follow-up assessment where clinically indicated.

The investigations and services recommended for your pet will depend upon their individual circumstances.

We will discuss appropriate investigations and treatment recommendations with you where you are participating in the consultation.

4.1 You are responsible for making appointments to receive veterinary services. We reserve the right to refuse to provide cardiology services if you attend without an appointment or if you are not present at the practice within reasonable time of your appointment.

4.2 We can accept and rely upon instructions and information from a representative who brings your pet to the practice. You can contact us to discuss who is or is not authorized to represent you.

5. Referral to HeartVets

HeartVets normally accepts cases following referral from a veterinary surgeon.

Your referring veterinary practice should provide us with relevant clinical information, including your pet’s medical history and the results of relevant investigations.

A referral is normally made for a particular investigation, diagnosis, treatment or second opinion.

Following completion of the referral, we will normally provide a written report to your referring veterinary surgeon so that they can continue to coordinate your pet’s ongoing care.

We will not seek to take over your pet’s general veterinary care simply because your pet has been referred to us.

If another veterinary discipline or service is required, we will normally discuss this with your referring veterinary surgeon and, where appropriate, recommend that onward referral is arranged through them.

Where immediate transfer is required in the interests of your pet’s welfare, we may arrange this directly.

If you specifically visit us for pre-breeding heart testing, this is for a single specific screening test in healthy animals. In this circumstance we are not offering treatment fr your pet beyond the scope of a health screening appointment. This is the only occasion where you may contact us directly without a referral from your vet.6. How we provide our services

HeartVets provides veterinary cardiology services in several different settings.

5.1 Consultations at HeartVets

Where your pet attends the HeartVets premises for a consultation:

• you will normally meet directly with the veterinary surgeon undertaking the consultation;
• the veterinary surgeon will obtain an appropriate clinical history;
• your pet will be examined;
• appropriate investigations may be performed;
• findings and recommendations will be discussed with you; and
• a written report will normally be sent to your referring veterinary practice.
• If your pet is presented for pre-breeding heart testing we will provide an approved certificate rather than a full referral report

HeartVets will normally invoice you directly for these services.

5.2 Peripatetic outpatient consultations

HeartVets also provides outpatient cardiology consultations at other veterinary practices.

Where you attend a peripatetic outpatient clinic:

• the cardiology consultation is provided by HeartVets directly to you;
• you may discuss your pet’s condition, investigations and recommendations directly with the HeartVets veterinary surgeon;
• the host veterinary practice provides the premises and administrative facilities required for the clinic;
• the host practice may process your payment through its practice management and payment system on behalf of HeartVets; and
• HeartVets will subsequently invoice the host veterinary practice for the services provided.

A written report will normally be provided to your referring veterinary surgeon following the consultation.

5.3 Peripatetic inpatient assessments

HeartVets may be asked to assess your pet while they are already hospitalised at another veterinary practice.

In these circumstances:

• your pet may be examined without you being present;
• the assessment is requested by the veterinary surgeon responsible for your pet’s hospitalisation;
• the HeartVets veterinary surgeon provides cardiology findings and recommendations to the veterinary team caring for your pet;
• the referring veterinary surgeon normally remains responsible for communicating findings and recommendations to you;
• the referring veterinary surgeon remains responsible for obtaining consent for treatment and coordinating your pet’s ongoing care; and
• HeartVets invoices the veterinary practice for the inpatient assessment.

An inpatient assessment fee applies and is reduced to reflect the fact that it does not normally include a consultation with the owner.

5.4 Interventional Cardiology Procedures

HeartVets provides selected interventional cardiology procedures in association with Cave Veterinary Specialists.

Where an interventional procedure is recommended, HeartVets will discuss the proposed procedure, its risks and benefits, and the anticipated treatment plan with the client and referring veterinary surgeon, as appropriate.

Interventional procedures are undertaken at Cave Veterinary Specialists, who provide the facilities and support required for the procedure, including hospitalisation, anaesthesia, peri-operative care and medications.

The total cost of an interventional procedure comprises:

• the HeartVets cardiology/interventional procedure fee; and
• the Cave Veterinary Specialists fees for hospitalisation, anaesthesia, peri-operative care, medications and any other services provided by Cave Veterinary Specialists.

The procedure is booked and charged to the client through Cave Veterinary Specialists’ practice management and payment systems. The client will therefore receive and pay the relevant invoice through Cave Veterinary Specialists. HeartVets does not invoice the client separately for the cardiology component of the procedure.

HeartVets invoices Cave Veterinary Specialists directly for the cardiology and interventional services provided by HeartVets.

Cave Veterinary Specialists is responsible for its own charges, payment arrangements and, where applicable, administration of insurance claims relating to the services provided by Cave Veterinary Specialists. Clients should contact Cave Veterinary Specialists directly regarding invoices, payment, insurance claims or other financial matters relating to their hospitalisation, anaesthesia, medications or other services provided by Cave Veterinary Specialists.

HeartVets remains responsible for the cardiology and interventional aspects of the care provided by HeartVets, while Cave Veterinary Specialists remains responsible for the hospitalisation, anaesthesia and other services provided by its team.

HeartVets and Cave Veterinary Specialists will work together to coordinate the patient’s care and will communicate with the referring veterinary surgeon and/or client as appropriate.

The proposed procedure, anticipated costs and respective responsibilities of HeartVets and Cave Veterinary Specialists will be discussed with the client before the procedure.

6. Your referring veterinary practice

Your referring veterinary practice remains an important part of your pet’s care.

We will normally communicate our findings and recommendations to the referring veterinary surgeon following a consultation or inpatient assessment.

Your referring veterinary surgeon remains responsible for your pet’s general veterinary care and for conditions outside the scope of the cardiology referral.

Where further investigations, treatment or referral to another discipline are required, we will normally communicate this to your referring veterinary surgeon.

7. Appointments and cancellations

Please arrive at the time specified for your appointment and allow sufficient time for registration and preparation.

If you are unable to attend an appointment, please let us know as soon as possible.

Where a consultation takes place at a host veterinary practice, that practice may also have its own arrangements relating to access to its premises and appointment administration.

We ask that appointments are cancelled or rearranged with at least 24 hours’ notice. Where an appointment is cancelled with less than 24 hours’ notice, or a client fails to attend an appointment, HeartVets reserves the right to charge a cancellation or non-attendance fee. We will consider the circumstances of each case and may waive this fee where there are reasonable grounds for doing so. Repeated late cancellations or non-attendance may result in future appointments being subject to a cancellation fee or other payment arrangements.

8. Investigations, treatment and consent

We will discuss recommended investigations and treatment with you and seek your consent where you are the person responsible for authorising your pet’s veterinary care.

We will explain the purpose of recommended investigations or treatment and, where reasonably practicable, significant risks and anticipated costs.

The nature and extent of investigations will depend upon your pet’s clinical circumstances.

Unexpected findings may result in additional investigations being recommended.

Where your pet is being assessed as an inpatient without you being present, the referring veterinary surgeon will normally discuss recommendations with you and obtain any necessary consent.

In an emergency, treatment necessary to protect your pet’s welfare may be undertaken without prior consent where it is not reasonably possible to contact you in time.

9. Estimates, fees and payment

9.1 Estimates

We will provide an estimate of anticipated fees where reasonably practicable before planned investigations or treatment are undertaken.

An estimate is an indication of anticipated costs rather than a fixed quotation. The final cost may vary where additional investigations or treatment become clinically appropriate.

Where circumstances allow, we will discuss significant additional costs with you before they are incurred.

9.2 Payment at HeartVets

Where your pet is seen at the HeartVets premises, HeartVets will normally invoice you directly.

Payment is due in accordance with our current payment terms.

9.3 Payment at peripatetic outpatient clinics

At peripatetic outpatient clinics, the host veterinary practice may collect payment from you through its practice management and payment system on behalf of HeartVets.

The host practice will subsequently settle the corresponding invoice with HeartVets.

9.4 Inpatient assessments

Where HeartVets provides an inpatient assessment at another veterinary practice, HeartVets will normally invoice that veterinary practice directly.

The veterinary practice may include the cost of the cardiology assessment within its charges to you.

9.5 Unpaid fees

Where you are responsible for payment of HeartVets fees, you remain responsible for payment regardless of whether you intend to make an insurance claim.

We reserve the right to take reasonable steps to recover unpaid fees.

10. Pet insurance

You are responsible for checking the terms and conditions of your pet insurance policy and establishing whether your policy provides cover for your pet’s referral, investigations and treatment.

Insurance companies have different requirements and may not cover all costs.

Unless we have specifically agreed otherwise in writing, you remain responsible for our fees regardless of whether your insurer subsequently pays a claim.

We recommend that you contact your insurer before planned investigations or treatment where appropriate.

11. Hospitalisation and onward referral

HeartVets currently provides an outpatient veterinary cardiology service and does not provide overnight hospitalisation or intensive care facilities at the HeartVets premises.

If your pet requires:

• overnight hospitalisation;
• intensive nursing;
• continuous monitoring;
• emergency surgery;
• intensive care; or
• other treatment outside the facilities or expertise available at HeartVets,

we will recommend appropriate onward care.

Where clinically appropriate, we will initially liaise with your referring veterinary practice regarding onward referral.

Where immediate transfer is required to protect your pet’s welfare, we may arrange this directly.

If your pet is transferred to another veterinary practice for hospitalisation, that practice will be responsible for the inpatient care it provides and will charge you separately for those services.

HeartVets may remain available to provide veterinary cardiology advice to the veterinary team caring for your pet where appropriate.

12. Out-of-hours support

HeartVets provides 24-hour veterinary cardiology advice to referring veterinary surgeons and existing HeartVets patients.

HeartVets does not currently provide overnight hospitalisation at its own premises.

Where your pet requires inpatient care outside our normal outpatient service, arrangements will be made with an appropriately staffed veterinary practice with suitable facilities.

Further information is provided in our Out-of-Hours Policy.

13. Clinical records and communication

HeartVets will maintain clinical records relating to the services we provide.

We will normally provide a written report to your referring veterinary surgeon following a referral consultation or inpatient assessment.

We may communicate with other veterinary surgeons involved in your pet’s care where this is necessary to facilitate appropriate veterinary treatment.

You agree that relevant clinical information may be shared between HeartVets and veterinary practices involved in your pet’s care.

Clinical records will be maintained and retained in accordance with applicable professional and legal requirements.

14. Prescriptions and ongoing medication

Where medication is recommended as part of your pet’s cardiology care, we will provide appropriate instructions regarding its use.

The need for ongoing prescriptions and monitoring will depend upon your pet’s clinical circumstances.

Where ongoing monitoring is required, this may be undertaken by HeartVets or your primary care veterinary practice as appropriate.

Your referring veterinary surgeon will normally remain responsible for routine prescriptions and general veterinary care unless otherwise agreed.

15. Complaints

We aim to provide a high standard of veterinary care and client service.

If you have a concern about the service provided by HeartVets, please contact us as soon as possible so that we can investigate and respond.

Our Complaints Procedure provides further information about how concerns and complaints are handled.

Where your concern relates to the services provided by your referring or host veterinary practice rather than the veterinary cardiology service provided by HeartVets, you should raise the matter directly with that practice.

16. Our responsibility to you

We will provide veterinary services with reasonable care and skill, taking into account your pet’s individual clinical circumstances.

Veterinary medicine cannot guarantee a particular outcome. The outcome of investigations and treatment may be affected by factors including the nature and severity of your pet’s condition, their response to treatment and the development of complications or previously unknown conditions.

Nothing in these Terms and Conditions limits or excludes any liability which cannot legally be limited or excluded.

Any further provisions concerning liability, including any applicable limitations, are set out in our main Terms and Conditions.

17. How we use your personal information

We will process your personal information in accordance with applicable data protection legislation and our Privacy Notice.

We may share relevant information with your referring veterinary practice and other veterinary professionals involved in your pet’s care where this is necessary to provide appropriate veterinary treatment.

Further information about how we collect, use and protect personal information is available in our Privacy Notice.

18. Looking after our staff, clients and animals

18.1 We take the health, wellbeing and safety of our staff, our clients and animals in our care very seriously.

We therefore take a zero-tolerance approach to intrusive, offensive, violent or aggressive behaviour and reserve the right at our discretion to decline to supply veterinary services, to ask you to leave our premises and/or terminate our contract with you if you or any person accompanying or connected with you engage in any such behaviour when in our practice or communicating with our staff.

This includes, but is not limited to:

• verbal abuse, insults or offensive language;
• shouting or aggressive behaviour;
• threats or intimidation;
• harassment or unwanted persistent contact;
• discriminatory or derogatory comments relating to a person’s race, ethnicity, nationality, religion or belief, sex, sexual orientation, gender identity, disability, age or any other protected characteristic;
• threatening or abusive behaviour towards members of staff in person, by telephone, email, social media or other electronic communication; and
• deliberately making repeated or unreasonable complaints or communications in a manner that is abusive or intended to intimidate or distress our staff.

Where behaviour is considered unacceptable, we may:

• ask you to modify your behaviour;
• end a telephone call or other communication;
• restrict the way in which we communicate with you;
• require future communication to take place in writing;
• refuse access to our premises where necessary to protect staff or others; or
• where appropriate, ask your referring veterinary practice to assist with ongoing communication and care.

We understand that veterinary care can be stressful and that clients may be worried or upset about their pet. We will always aim to communicate with you respectfully, professionally and with compassion.

In serious circumstances, we may consider whether we can continue to provide non-emergency services to you, subject to our professional and legal obligations to your pet.

Nothing in this section prevents you from raising a genuine concern or complaint. We will consider complaints fairly and in accordance with our Complaints Procedure.

18.2  Equality, Diversity and Inclusion

HeartVets is committed to treating all clients, patients, visitors and members of our team fairly, with dignity and respect.

We do not tolerate discrimination, harassment or victimisation and aim to ensure that our services are accessible and inclusive.

Where reasonably practicable, we will make reasonable adjustments to our services, communication methods or arrangements where these are required to support a client or visitor with a disability or other accessibility need.

If you require a reasonable adjustment to enable you to access our services, please let us know when arranging your appointment, or as soon as possible if your requirements become apparent later.

Examples of adjustments may include, where reasonably practicable:

• providing information in an alternative format;
• allowing additional time for communication or appointments;
• accommodating the presence of a support person or assistance animal where appropriate;
• making reasonable adjustments to appointment or communication arrangements; or
• providing additional assistance with accessing our premises.

We will discuss individual requirements with you and aim to find a reasonable and practical way of meeting your needs.

Our commitment to equality, diversity and inclusion applies to clients, visitors and members of our team. We expect everyone using or working within our services to treat others with dignity and respect.

19. Other important terms

19.1 Conflicts of interest

HeartVets does not currently have any financial or other vested interests in veterinary practices or referral options to which we recommend patients.

If a real or perceived conflict of interest arises that could reasonably affect a recommendation, we will disclose this appropriately.

Our recommendations are made with the clinical needs and welfare of your pet in mind.

19.2 Professional status

Our clinical team includes veterinary surgeons with different professional qualifications and statuses.

Where relevant, individual clinicians’ RCVS status and qualifications will be identified in their professional information.

The term “specialist” is used only where it accurately describes an RCVS Specialist or where its use is otherwise permitted by RCVS requirements.

19.3 Transfer of responsibility

Where a patient is referred to another veterinary practice for hospitalisation or treatment outside the services provided by HeartVets, responsibility for the care provided by that practice rests with that practice.

HeartVets will continue to provide cardiology advice where appropriate and agreed.

19.4 Governing law

These Terms and Conditions are governed by the law of England and Wales.

Any disputes will be subject to the jurisdiction of the courts of England and Wales, subject to any rights you may have as a consumer.

20. Changes to these Terms and Conditions

We may update these Terms and Conditions from time to time to reflect changes in our services, professional guidance, legal requirements or practice arrangements.

The current version will be available on our website.

Where appropriate, we will notify you of material changes.

HeartVets
HEARTVET CONSULTANTS LTD
Company No: 07188907
Contact details:

Practice address: Pant Wilkin Stables, Aberthin, Cowbridge, CF71 7GX, United Kingdom

0800 9994333
admin@heartvets.co.uk
heartvets.co.uk

Version: 1.1
Effective date: 19-8-26