Our commitment to you:
We provide you with a first-class service.
We will provide your animal with the highest standard of treatment and care.
Fees:
All fees, diet and drug charges are subject to VAT at the current rate. Fee levels are determined by the time spent on a case and according to the drugs, materials, consumables and diets used. Details of our fees are available on request and a detailed invoice is provided for every consultation, procedure or transaction. Estimates can also be provided on request - see details below.
Methods of payment:
Fees are due for settlement in full at the end of the consultation, the discharge of your animal or upon collection of drugs/diets.
Fees may be settled using cash, cheque with current Banker’s card, or a Credit/Debit card (Switch, Solo, Delta, Mastercard or Visa).
Estimates of treatment costs:
We will, upon request, be pleased to provide a written estimate as to the probable costs of treatment, but please bear in mind that any estimate given can only be approximate as sometimes an animal’s treatment will not follow a conventional course.
Settlement terms
Fees are due for settlement in full at the time of treatment. For any reason the fees have not been settled, they will incur administrative costs. Overdue fees, after due notice to you, will be referred to our Debt Collection Agency or the County Courts if satisfactory repayment arrangements have not been made with us.
Any cheque which you issue which is returned unpaid, any credit card payment not honoured and any cash tendered that is found to be counterfeit will result in your fees being restored to the original sum together with any extra fees incurred in the process.
Inability to pay:
If you find yourself in the unfortunate position of being unable to pay your fees, please discuss this matter as soon as possible with a member of staff.
Pet health insurance:
We strongly recommend the principle of veterinary insurance to protect against the unexpected fees incurred following illness or accident. Whilst it is your responsibility to settle your account with us and then reclaim the fees from your insurance company, we are happy to assist you with this. We recommend lifelong insurance policies and can provide you with further information.
Vaccination reminders:
Whilst we make every effort to send out reminders for annual vaccinations, the responsibility to keep them up to date remains with you. In particular, please be aware that PETS passports require rabies vaccinations boosters, so please keep a personal record of when this is due.
Complaints:
Whilst we hope that our service does not give you cause for complaint, if there is something you wish to bring to our attention please contact the Practice Manager in the first instance.
Compliments / Feedback:
We are always pleased to receive compliments/feedback on the service we provide to ensure the best possible care and service.
Ownership of records:
Case records and similar documents are the property of and will be retained by The Ardmore Veterinary Group. Even though a charge may be made for carrying out the investigations and interpreting the results, ownership of the resulting record (e.g., an x-ray) remains the property of the Practice. Upon request, copies of records with a summary of the history of your animal will be passed to another Veterinary Surgeon taking over your animal’s well-being.
Variations in Terms and Conditions of Business
No addition or variation of these conditions will bind the Practice unless specifically agreed in writing by the partners. Additionally, no agent or person employed by or under contract with the Practice has the authority to alter or vary these terms and conditions in any way.
Privacy Policy
At Ardmore Vets, we're committed to protecting and respecting your privacy.
This Policy explains when and why we collect personal information about people who visit our website, how we use it, the conditions under which we may disclose it to others and how we keep it secure.
We may change this Policy from time to time so please check this page occasionally to ensure that you're happy with any changes. By using our website, you're agreeing to be bound by this Policy.
Any questions regarding this Policy and our privacy practices should be sent by email to reception@ardmorevets.co.uk or by writing to Ardmore Veterinary Group, 57 Cornard Road, Sudbury CO10 2XB. Alternatively, you can telephone 01787 372588.
Who are we?
The Ardmore Veterinary Group Ltd is a company registered in England and Wales with number 05937255. Our registered office address is 57 Cornard Road, Sudbury CO10 2XB.
ICO registration:
Ardmore Veterinary Group Ltd Registration Number: 298266667
Date Registered: 10/4/2007
How do we collect information from you?
We obtain information about you when you register with the practice, purchase products or services from the practice or use our website (for example, when you complete a contact form).
We have CCTV in and around the practice for the purposes of prevention and detection of crime and employee monitoring. Some of the information we collect may be classed as personal data as defined by UK data protection laws.
What type of information is collected from you?
In providing our services to you, typically we will collect:
- Full or partial contact details including your name and address, email address, landline telephone number, mobile telephone number, and IP address.
- Information about which pages you visit on our website, including any forms you complete online.
- If you have any requirements, it may also be necessary to collect details about disability.
- Payment card information, should you choose to use this form of payment. We do not store these details.
- Bank account details, if you join our healthcare plan. We will pass these to the Animal Healthcare Company Ltd for payment processing.
- If you choose to connect with us via social media, e.g., Facebook or Twitter, we may collect your username, your name (including surname), email address, your gender, and your location.
If you provide us with any personal data relating to any third party (e.g., information about your spouse or other family members) for particular purposes, by submitting such data to us, you warrant that you have obtained their consent to provide us with their personal data for those purposes.
Website recording and use of ‘cookies’
Like many other websites, the Ardmore Veterinary Group website uses cookies. ‘Cookies’ are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that website to recognise you when you visit. They collect statistical data about your browsing actions and patterns and do not identify you as an individual. For example, cookies help us to track which pages you visit on our website. This helps us to improve our website and deliver a better, more personalised service.
It is possible to switch off cookies by setting your browser preferences. Turning cookies off may result in a loss of functionality when using our website.
Main Cookies used on our site
Google Analytics
These cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site.
The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from, and the pages they visited.
For more information on Google Analytics’ privacy policy, visit here:
http://www.google.com/analytics/learn/privacy.html
Google Maps
These are Google Maps third-party cookies, which are unique identifiers to allow traffic analysis to Google Maps.
How is your information used?
We may use your information to:
- Carry out our obligations arising from any contracts entered into by you and us;
- Seek your views or comments on the services we provide;
- Notify you of changes to our services;
- Send you communications which you have requested and that may be of interest to you;
- Process a job application.
With your consent, we will contact you via email, phone, SMS, or post about other related products and services we provide, which we think may be of interest to you and of benefit to your pet.
We may use your information collected from our website, via cookies or direct input, to personalize future visits to our website and/or to send triggered automated emails to you.
We may use your information to meet and comply with any applicable rules, laws, or regulations issued by any legal or regulatory body which are binding on us.
We review our retention periods for personal information on a regular basis. We are legally required to hold some types of information to fulfill our statutory obligations. We will hold your personal information on our systems for as long as is necessary for the relevant activity, or as long as is set out in any relevant contract you hold with us.
Who has access to your information?
- We will not sell or rent your information to third parties.
- We will not share your information with third parties for marketing purposes.
In the course of providing care for your pet, we may sometimes be required to share your details with third parties, e.g., your pet insurance company, external laboratories for processing blood or urine samples, or to a Direct Debit bureau to process payments for healthcare plan membership. We only share the information that is necessary at the time, and those third parties do not have permission to use your data for anything else. We have a strict contract in place that requires those third parties to keep your information secure.
Other than as required to provide care to your pet, or as may be required by law, we will never share your data with anyone else. For example, if asked by the police or HMRC, we may share your personal data for the purposes of prevention or detection of crime. Information is not shared with them outside of this purpose.
In some instances, it may be necessary to transfer your personal data overseas. Any transfers will be made in full compliance with UK data protection laws.
In the event that our business is transferred, sold, or integrated with another business, your details may be disclosed to our advisers or any prospective purchaser's advisers and may be passed on to the new owners of the business.
Your choices
Responsible pet ownership includes a wide range of care, some of which will be administered by you at home; some by us here at the practice.
Our responsibilities under our contract with you might include:
- Contacting you from time to time to remind you, for example, when vaccinations are due or when you should apply parasite protection. Communication about these is essential to the long-term health of your pet. For that reason, we do not ask for your consent to send these messages. However, if you have a preference as to how you would prefer to receive reminders (e.g., by SMS, email, or post), please let us know by calling 01787 372588 or by emailing reception@ardmorevets.co.uk, and we will update our records.
- Letting you know about products and services (provided by us) which we believe can help your pet to live a long, happy, and active life — for example, advice on diet and nutrition, exercise, or preventative healthcare. Again, we believe this advice and guidance form the foundation of responsible pet care. However, each message we send will include instructions on how you can choose to opt-out of receiving future similar messages, if you prefer. Alternatively, you can call the practice on 01787 372588 or email reception@ardmorevets.co.uk, and we will update our records.
We may occasionally hear of products and services, provided by others and not by us here at the practice, which may be of interest to you. We will only tell you about these products and services if you have given us your consent.
You can update your preferences at any point by calling 01787 372588 or emailing reception@ardmorevets.co.uk.