Terms and Conditions

These terms and conditions form the basis on which you can use our services. Please read them carefully as they contain important information.

General terms and conditions

This website is owned and operated by Teme Vets Ltd of The Casemill, Temeside, Ludlow, Shropshire SY8 1JW. If you want to ask us anything about these terms and conditions or, if you have any comments or complaints on or about our website, please email us at info@temevets.co.uk or telephone us on 01584 872147.

Ownership of rights
All rights, including copyright, in this website are owned by or licensed to Teme Vets Ltd. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

Damage to your computer
We make every effort to ensure that this website is free from viruses or defects. However, we cannot guarantee that your use of this website or any websites accessible through it will not cause damage to your computer. It is your responsibility to ensure that the right equipment is available to use the website. We will not be liable to any person for any loss or damage which may arise to computer equipment as a result of using this website.

Payment terms
All fees, medication and reception sales are subject to VAT at the current rate. Fee levels are usually determined by the visit charge, examination or time spent, medicines, materials and consumables. In the case of domestic animal work you are entitled to a detailed fee note for every consultation, surgical procedure or transaction. Payment is due at the time of any product sale, consultation or discharge following a procedure. Should an account not be settled at the time a reminder invoice will be sent with an additional administration charge of £3.00. Should it be necessary for further reminders to be sent, additional administration charges of £25.00 will be incurred. We no longer process direct insurance claim forms. We cannot offer any credit facility. After due notice to you, the client, overdue accounts will be referred to our Debt Collection Agency and further charges will be levied in respect of costs incurred in collecting the debt; such as fees, production of reports, correspondence, court fees, attendance at court phone calls etc. Any cheque returned by our Bank as unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in the account being restored to the original sum, with further charges added in respect of bank charges and administrative costs together with interest on the principal sum.

Estimates of Cost
A written estimate as to the probable costs of treatment is provided for all small animal work. Please remember that any estimate is approximate, for guidance, and that additional costs may be incurred after treatment/investigations reveal additional issues. If additional costs are deemed likely by the veterinary surgeon, then we will endeavour to do our utmost to inform you of these additional charges.

Insurance
Teme Vets Ltd strongly supports the principle of insurance against unexpected illness or accidents. Please be aware that it is your responsibility to settle our account and then reclaim the fees from your Insurance Company. Please ask for details about insurance from any member of staff.

Reminders
Annual SMS text, email or letter reminders for booster vaccinations and Health Plan renewals will be generated and sent prior to the due date. Please contact your surgery should you not wish to receive these reminders. Pet owners may request to receive SMS text reminders for certain other products, such as flea and worm treatments. We cannot be held responsible for any missed or late text message, email or letter reminders and it is your responsibility to ensure your personal data we hold on our computer system is up to date.

Complaints
We hope that you never have recourse to complain about the standards of service received from Teme Vets Ltd. However, if you feel that there is something you wish to complain about, please direct your comments in writing in the first instance to our Practice Manager.

Ownership of records
Case reports including radiographs and similar documents are the property of, and will be retained by Teme Vets Ltd. Even though we make a charge for carrying out these investigations and interpreting their results, ownership of the resulting record remains with the practice. Copies with a summary of the history will be passed, on request, to another veterinary surgeon taking over the case.

Prescriptions and repeat prescriptions
Prescriptions are available for any prescription only medicine (POM-V) required to treat any animal under our care. These medicines may be obtained from us or you may ask for a written prescription to obtain these medicines from another veterinary surgeon or pharmacist. A fee is chargeable for the prescription itself. Prescriptions for POM-V medicines may be repeated at our discretion, to animals under our care, after a clinical assessment of the case. Regular check-ups are required, at intervals no more than every 3/4 months. POM-V medicines may be dispensed in amounts sufficient for up to 3/4months treatment at our discretion. Variations may apply according to our clinical assessment of the case.

Out of Hours Service
Teme Vets Ltd undertakes its own out of hours service. The on call vet will be contacted by our answer service, whose number is the same as the normal branch numbers. The vet will then contact you and arrange to see you at one of our branch surgeries. In most situations, pets are most effectively assessed and treated at our main branch in Ludlow, where nursing assistance and in-patient facilities are available. You will be expected to transport your animal to the nominated surgery for treatment.

Exclusion of liability
Any disclaimers and exclusions of liability in these terms and conditions shall not apply to any damages arising from death or personal injury caused by our negligence. These disclaimers and exclusions shall be governed by and construed in accordance with English law. If any provisions of these disclaimers and exclusions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.

Changes to legal notices
We reserve the right to change these terms and conditions from time to time and you should look through them as often as possible.

Law, jurisdiction and language
This website, any content contained therein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English law. Parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.

Privacy Policy

Below explains how we use your personal data.
We are committed to ensuring the privacy of our clients, employees and potential candidates for job vacancies, and other website visitors. In this policy we explain how we hold, process and retain your personal data.

How we use your personal data

This section provides you with information about:

• a) what personal data we hold and process;
• b) in respect of personal data that we did not collect from you directly, where we obtained that data from, and what types of data we have collected;
• c) the purposes for which we may process your personal data; and
• d) the legal grounds on which we process your data.

Contact data
We may process information that you provide to us ("contact data"). This profile data may include your name, address, mobile telephone number, landline telephone number, email address, gender, date of birth, and employment details. The contact data may be processed for the purposes of performing our contract with you. Processing activities may include contacting you with reminders for appointments, vaccinations, treatments and with information about products or services you have purchased.
We may also process your contact data in order to provide you with pet care advice and news about the practice that may affect you, and to request feedback, or that you complete a survey regarding our services. The legal basis for this processing is our legitimate interests in fulfilling our duty of care to you and providing you with the best service.
Where you have provided your consent for us to do so, we may contact you regarding the latest promotions and offers regarding our products and services.

Website data
We may process data about your use of our website and services ("website data"). The website data may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. The source of the website data is our analytics tracking system. These website data may be processed for the purposes of analysing the use of the website and services.
The legal basis for this processing is our legitimate interests, namely monitoring and improving our website and services.

Enquiry data
We may process information contained in any enquiry you submit to us regarding our products or services, or any available vacancies or career opportunities ("enquiry data"). The enquiry data may be processed for the purposes of offering, marketing and selling relevant products and/or services to you, or for discussing available vacancies or career opportunities with you.
The legal basis for this processing is consent.

Correspondence data
We may process information contained in or relating to any communication that you send to us ("correspondence data"). The correspondence data may include the communication content and metadata associated with the communication. Our website will generate the metadata associated with communications made using the website contact forms. The correspondence data may be processed for the purposes of communicating with you and record-keeping.
The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and communications with users.

Payment data
We may process payment information relating to goods and services that you purchase from us ("payment data"). The payment data may include your contact details, your card details and the transaction details. The payment data may be processed for the purposes of administering the payment, for the supply of the purchased goods and services, and keeping proper records of those payments. 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 and our legitimate interests, namely our interest in the proper administration of our website and business.

Employment data
We may process information that you provide to us in connection with job vacancies and opportunities ("employment data"). This employment data may include your name, address, telephone number, email address, profile pictures, gender, date of birth, relationship status, interests and hobbies, educational details, employment history, immigration status, salary, curriculum vitae, job preferences and employment details.
We may also process your employment data in relation to job vacancies that you have applied for, generally processing any job applications, and facilitating the recruitment process. The legal basis for this processing is our legitimate interests in finding an appropriate person for a particular role.
Where you are successful in your job application and we employ you to work for us, other employment data we might collect may include payment details, medical and health information, and other information that may be generated during the course of your employment such as flexible working requests and appraisals. The legal basis for this processing is for the performance of our employment contract with you.
We may also collect and process information regarding your criminal record. We may only use information relating to criminal convictions where the law allows us to do so (this will usually be where such processing is necessary to carry out our obligations, for instance where we are required to carry out criminal record checks for particular roles), or where you have consented for us to do so.

Other processing activities
In addition to the specific purposes for which we may process your personal data set out above, we may also process any of your personal data where such processing is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.
Please do not supply any other person's personal data to us, unless we prompt you to do so.

Providing your personal data to others

To our partner service providers
We may disclose your personal data to referral hospitals and laboratories insofar as reasonably necessary to ensure the health welfare of animals committed to our care. Where necessary, we may also disclose your personal data to organisations for reasons relating to the microchip registration of your pet or for the purposes of exporting your pet to other countries. We may disclose your personal data, including bank details, to bacs approved direct debit collection bureaus relating to the provision of pet health plans and home delivery services.

Our insurers/professional advisers
We may disclose your personal data to our insurers, professional advisers, Braemar/Deko credit facility and the debt collection agency we instruct insofar as reasonably necessary for the purposes of obtaining and maintaining insurance coverage, managing risks, obtaining professional advice and managing legal disputes.

For administrative services or staff benefits
We may disclose employee personal data to third parties such as those administering our payroll system or staff benefits (this will include the providers of pension schemes).

Where we provide your personal data to any third party we will ensure this processing is protected by appropriate safeguards including a suitable data processing agreement with that third party.

To comply with legal obligations
In addition to the specific disclosures of personal data detailed above, we may also disclose your personal data where such disclosure is necessary for compliance with a legal obligation we have to comply with, or in order to protect your vital interests or the vital interests of another individual.

Transfers of your personal data outside of the European Economic Area

Where your personal data is transferred outside of the EEA, we will ensure that either (a) The European Commission has made an "adequacy decision" with respect to the data protection laws of the country to which it is transferred, or (b) we have entered into a suitable data processing agreement with the third party situated in that country to ensure the adequate protection of your data. In all cases, transfers outside of the EEA will be protected by appropriate safeguards.

You acknowledge that personal data that you submit for publication through our website or services may be available, via the internet, around the world. We cannot prevent the use (or misuse) of such personal data by others.

Retaining and deleting personal data

Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes. As far as possible, we will always minimize the data that we hold about you.

Unless we contact you and obtain your consent for us to retain your personal data for a longer period, we will retain and delete your personal data as follows:

• a) Contact data will be retained for 7 years following the date of our last contact or dealing with you, at the end of which period it will be deleted from our systems. We are required to retain this data for at least 5 years for regulatory reasons. In our experience, retaining this data for longer allows us to provide better care to your pet over the course of its lifetime.


• b) Where enquiry data includes information relating to your pet's health or clinical treatment, it will be retained for 7 years following the date of our last contact or dealing with you, at the end of which period it will be deleted from our systems. We are required to retain this data for at least 5 years for regulatory reasons. In our experience, retaining this data for longer allows us to provide better care to your pet over the course of its lifetime. Otherwise, enquiry data will be retained for 2 years following the date of our last contact or dealing with you, at the end of which period it will be deleted from our systems.


• c) Where correspondence data includes information relating to your pet's health or clinical treatment, it will be retained for 7 years following the date of our last contact or dealing with you, at the end of which period it will be deleted from our systems. We are required to retain this data for at least 5 years for regulatory reasons. In our experience, retaining this data for longer allows us to provide better care to your pet over the course of its lifetime. Otherwise, correspondence data will be retained for 2 years following the date of our last contact or dealing with you, at the end of which period it will be deleted from our systems.


• d) For regulatory purposes, payment data will be retained for 6 years following the date of our last contact or dealing with you, at the end of which period it will be deleted from our systems.


• e) Website data will be retained for 2 years following the date of our last contact or dealing with you, at the end of which period it will be deleted from our systems.


• g) Employment data will be retained for 2 years following the date of our last contact or dealing with you, at the end of which period it will be deleted from our systems.

We may retain your personal data where such retention is necessary for compliance with a legal obligation to which we are subject, or in order to protect your vital interests or the vital interests of another natural person.

Amendments

We may update this policy from time to time by publishing a new version on our website.

You should check this page occasionally to ensure you are happy with any changes to this policy.

We may notify you of changes to this policy by email.

Your rights

You may instruct us to provide you with any personal information we hold about you; provision of such information will be subject to:

• a) your request not being found to be unfounded or excessive, in which case a charge may apply; and
• b) the supply of appropriate evidence of your identity (for this purpose, we will usually accept a photocopy of your passport certified by a solicitor or bank plus an original copy of a utility bill showing your current address).

We may withhold personal information that you request to the extent permitted by law.

You may instruct us at any time not to process your personal information for marketing purposes.

In practice, you will usually either expressly agree in advance to our use of your personal information for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal information for marketing purposes.

The rights you have under data protection law are:

• a) the right to access;
• b) the right to rectification;
• c) the right to erasure;
• d) the right to restrict processing;
• e) the right to object to processing;
• f) the right to data portability;
• g) the right to complain to a supervisory authority; and
• h) the right to withdraw consent.

Your right to access your data
You have the right to ask us to confirm whether or not we process your personal data and, to have access to the personal data, and any additional information. That additional information includes the purposes for which we process your data, the categories of personal data we hold and the recipients of that personal data. You may request a copy of your personal data. The first copy will be provided free of charge, but we may charge a reasonable fee for additional copies.

Your right to rectification
If we hold any inaccurate personal data about you, you have the right to have these inaccuracies rectified. Where necessary for the purposes of the processing, you also have the right to have any incomplete personal data about you completed.

Your right to erasure
In certain circumstances you have the right to have personal data that we hold about you erased. This will be done without undue delay. These circumstances include the following: it is no longer necessary for us to hold those personal data in relation to the purposes for which they were originally collected or otherwise processed; you withdraw your consent to any processing which requires consent; the processing is for direct marketing purposes; and the personal data have been unlawfully processed. However, there are certain general exclusions of the right to erasure, including where processing is necessary: for exercising the right of freedom of expression and information; for compliance with a legal obligation; or for establishing, exercising or defending legal claims.

Your right to restrict processing
In certain circumstances you have the right for the processing of your personal data to be restricted. This is the case where: you do not think that the personal data we hold about you is accurate; your data is being processed unlawfully, but you do not want your data to be erased; it is no longer necessary for us to hold your personal data for the purposes of our processing, but you still require that personal data in relation to a legal claim; and you have objected to processing, and are waiting for that objection to be verified. Where processing has been restricted for one of these reasons, we may continue to store your personal data. However, we will only process it for other reasons: with your consent; in relation to a legal claim; for the protection of the rights of another natural or legal person; or for reasons of important public interest.

Your right to object to processing
You can object to us processing your personal data on grounds relating to your particular situation, but only as far as our legal basis for the processing is that it is necessary for: the performance of a task carried out in the public interest, or in the exercise of any official authority vested in us; or the purposes of our legitimate interests or those of a third party. If you make an objection, we will stop processing your personal information unless we are able to: demonstrate compelling legitimate grounds for the processing, and that these legitimate grounds override your interests, rights and freedoms; or the processing is in relation to a legal claim.

Your right to object to direct marketing
You can object to us processing your personal data for direct marketing purposes. If you make an objection, we will stop processing your personal data for this purpose.

Your right to object for statistical purposes
You can object to us processing your personal data for statistical purposes on grounds relating to your particular situation, unless the processing is necessary for performing a task carried out for reasons of public interest.

Automated data processing
To the extent that the legal basis we are relying on for processing your personal data is consent, and where the processing is automated, you are entitled to receive your personal data from us in a structured, commonly used and machine-readable format. However, you may not have this right if it would adversely affect the rights and freedoms of others.

Complaining to a supervisory authority
If you think that our processing of your personal data infringes data protection laws, you can lodge a complaint with a supervisory authority responsible for data protection. You may do this in the EU member state of your habitual residence, your place of work or the place of the alleged infringement.

Right to withdraw consent
To the extent that the legal basis we are relying on for processing your personal data is consent, you are entitled to withdraw that consent at any time. Withdrawal will not affect the lawfulness of processing before the withdrawal.

Exercising your rights
You may exercise any of your rights in relation to your personal data by written notice to us in addition to the other methods specified above.

Our details

This website is owned and operated by Teme Vets Ltd.

Our registered office is at The Casemill, 44 Temeside, Ludlow. Shropshire SY8 1JW

You can contact us:

• a) by post, using the postal address given above;
• b) by telephone, on the contact number published on our website from time to time.

Contact Us

If you have a query regarding how we process personal data, please contact Dr Laura Waring who can be contacted via telephone: 01584 872147.