Terms of Business

 

To receive Nirvana Vet’s home euthanasia services, you will need to enter into a contract for services with us. 

 

A. Contract between owner and Nirvana Vets

 

  1. Within this section, are the terms of the service that Nirvana Vets will provide you with. Please ensure that before accepting our services you have read and understood the terms. 

  2. When you book a home visit with us or a home visit is booked for you by the staff of your registered primary care veterinary practice, we have not agreed to supply you with the service until we have received your visit deposit of £150 and have completed the pre-visit telephone call with you. If we are unable to provide you with our services, then we will notify you either verbally or in writing and refer you to an alternative service provider. If we are unable to make contact with you, or the home visit deposit is not paid before the time of the visit we reserve the right to cancel your visit and assume you have made other arrangements for your pet.

  3. Before we have accepted to supply you with the service, we will provide you with information about our service over the pre-visit telephone consultation. However, if we are unable to get through to you on your phone numbers provided, then you agree to not receiving this information before supply of the service and we will reserve the right to not provide you with the service if we wish. Such information discussed over the phone will include basic information about what happens during the visit and an estimate for our services.

  4. Following receipt of your visit deposit and when the telephone call has ended, and you have verbally agreed to the visit then the contract between Nirvana Vets and you will come into existence and you are deemed to have accepted the terms of business. If we travel to your requested address provided to us on the booking form, despite not receiving your deposit or having not completed the pre-visit euthanasia telephone call then the topics covered in the telephone call can be covered in-person. In this case, the verbal agreement will come into existence once we have arrived at your house. However, if when we arrive at your house and we haven’t received the visit deposit yet, we reserve the right to terminate the contract for the service.  

  5. If at any time a Nirvana Vets staff member is made to feel unsafe or subjected to abusive behaviour, be it over the telephone, when arriving at your house or during a visit, or the premises are deemed unsafe to access we reserve the right to terminate a visit and our contract with immediate effect. If a staff member has already attended your property, the £150 will not be refunded, if a staff member has not attended your property then we will refund the £150 within14 days. 

  6. If a pet is deemed too aggressive or dangerous for us to safely give medicines we reserve the right to terminate a visit and you will be charged the £150 deposit fee.

B. Visit Deposit Terms

 

  1. A secure payment link will be emailed to you once the booking has been made by either yourself or the staff within you registered primary care veterinary practice. However, if you prefer, the visit deposit can also be paid over the telephone during the pre-visit telephone call.

  2. It is at our discretion whether we have formally accepted to provide you with our services until the visit deposit has been made and the pre-visit telephone consultation has finished, and you have verbally agreed to receive our service. 

  3. When making the deposit via the secure payment link, you must follow the instructions enclosed and make sure to include any stated reference.

  4. If deposit payment has not been made prior to the visit, then we reserve the right to cancel the booking. However, if we do choose to visit you despite not being able to conduct the pre-visit telephone call and/or before the deposit payment has been made then the deposit payment will be included in the euthanasia fee as a ‘consultation fee’ and will be paid all together prior to receipt of our services up front. If you decline to pay the deposit along with the service fees upfront following our arrival, then we reserve the right to terminate the contract for our terms of business and service to you.

  5. Deposits for week days are refundable with greater than 24hrs notice of the cancellation. Weekend visits have a non-refundable deposit. 

  6. If you cancel a visit with us, the next visit will carry a non-refundable deposit. 

 

C. Estimate Terms

 

  1. During the pre-visit telephone call, we will discuss the likely costs of the service with you and provide you with an estimate for the service. If we are unable to get through to you on the phone numbers provided, then we are unable to provide you with an estimate before the visit. In such an event, we will provide you with an estimate during the visit.

  2. Due to the nature of the service, we are only able to provide approximations and the estimate does not signify a fixed quote and as such, the bill may be subject to variations from the estimate provided. As there are different aftercare options and for individual cremations there are different receptacles to receive your pets’ ashes back in, we may have to supply you with multiple estimates for the different options and estimate ranges for the different receptacles for the individual cremation option.

  3. We will provide you with detailed written information about the nature, scope, and provision of our services the fee and charging structure. All of this information is present on our website.

 

D. Service Fee Terms

 

  1. Nirvana Vets will only take up-front payment for our services which will be taken at the address where we visit.

  2. The only exception to point 4.1 will be in instances where the pet is deemed to be in a state of emergency, or it is deemed that the quality of life is so poor that the time it would take to receive payment would lead to undue suffering. This professional judgement is the sole discretion of the Nirvana Vets veterinary surgeon. If the euthanasia service is provided prior to payment, then this is not a waiver for the fee and the fee will still apply and will be taken at the end of the visit.

  3. In some rare scenarios we will request payment after the visit has been completed, in this case a secure payment link will be sent or payment requested by card over the phone. This must be paid within 7 days. If you decline to pay we reserve the right to hold your pets ashes for 28 days without returning them to you until payment is made. If payment is not made within this time, unfortunately ashes will have to be disposed of and the bill sent to debt collectors. In cases where we don't hold ashes we will send any unpaid balance to the debt collectors 28 days after your visit.

  4. Nirvana Vets accepts no obligation to provide part payments and/or instalments under any circumstances.

  5. If you are unable to pay the bill prior to the euthanasia consultation, then there is no obligation for the Nirvana Vets veterinary surgeon to provide the service and Nirvana Vets reserves the rights to terminate the terms of business contract and service agreement in this instance. The only exemption to this would be in emergency situations where the pet is not fit to be transported to an alternative service and the time taken for referral to an alternative service provider of home visits would lead to undue suffering. Again, this professional judgement is the sole discretion of the Nirvana Vets veterinary surgeon.

  6. Nirvana Vets will reserve the right to use third party debt recovery agents if you do not pay the fees owed.

 

E. Third Parties and Agents of Owners Terms

 

  1. We are able to provide our services to your pet with consent from an authorised agent of the owner. Thus, we will assume that unless we are advised verbally or in writing that your pet must not be euthanised then we will carry out a euthanasia on your pet when an authorised agent or third-party consents to the procedure on your behalf.

  2. We do not accept liability for somebody who wrongly presents themselves as your authorised agent or a third party consenting on your behalf.

  3. We cannot accept your consent to euthanise your pet if you are under the age of 18 years old.

 

F. Insurance Claims Terms

 

  1. We do not accept liability for somebody who wrongly presents themselves as your authorised agent or a third party consenting on your behalf.

  2. We are unable to process or accept direct claims as payment must be made before we supply you with Nirvana Vets services.

  3. We are able to accept and process insurance claims, as long as we receive payment for the services up-front.

  4. Nirvana Vets reserves the right to charge an administration or processing fee for the insurance claim.

 

G. Data Protection Terms

 

  1. When you enter into this contract for services with Nirvana Vets, you consent to us processing your personal data in accordance with the terms of this contract and that you have read and understood the terms within the data protection section.

  2. We will only process your data in such a way that is needed for us to be able to supply you with our services.  

  3. We may use your personal data to:

    1. Create a booking for the home visit and to contact you to undertake a pre-visit telephone call.

    2. To take payment for both the deposit and service fees.

    3. To refer information between your registered primary care veterinary practice and Nirvana Vets for the purpose of providing the service and for sending our clinical notes about the visit back to your primary care practice.

    4. Provide aftercare services requested.

    5. To contact you with regards to the service.

    6. To provide third party debt recovery agents with your details and the services provided to you in the event that you do not pay the fees owed to Nirvana vets.

    7. To fulfil any other obligations to you from the terms of this contract.

  4. We reserve the right to record and retain records of you and your pet, either paper or digital as well as telephone calls and emails between you and Nirvana Vets and you consent to us collecting and retaining this information for the purposes listed in 7.3. You also consent without prejudice to your rights under the data protection act, to us backing-up, reviewing, restoring or destroying any data help about you or your pet.

  5. You consent to us also processing, backing-up, reviewing, restoring or destroying any data collected about you or your pet from your registered primary care veterinary practice, without prejudice to your rights under the data protection act.

  6. Your personal data may be processed, backed up, reviewed, restored or destroyed by any staff member or shareholder/owner within our company.

  7. We may disclose and share your personal data with third parties:

    1. To provide your data to any: contractor, sub-contractor, supplier or other company for the purpose of providing the service as per the terms of this contract.

    2. To provide the police or other authority with your personal data if: a dangerous dog is deemed to pose a risk to safety, child or domestic abuse is suspected, where your personal data is likely to help in the prevention, detection or prosecution of crime or for any other threat to public health or safety or to the health or safety of an individual. We may also disclose your personal data in order to comply with any other legal obligation or to enable us to enforce our contract with you or to protect Nirvana Vets interests, possessions, assets and rights or our customers, employees or the publics interests.

    3. If Nirvana Vets is bought or acquired in part or fully by another company or entity.

  8. You have the right to access any data that we hold about you, provided that it does not break confidentiality for another client. A subject access request must be made to:
     

Nirvana Vets Ltd,

Mor Workspace,

Treloggan Lane,

Newquay,

Cornwall,

TR7 2FP

(info@nirvanavets.com)
 

  1. Before Nirvana Vets can comply with a subject access, we request that you provide us with ID in order for us to safeguard our data. Multiple forms of ID will be required to ensure that your ID details match our records and the forms of ID requested must be complied with. If discrepancies are noted, we may ask for further verification.

  2. When you receive services from Nirvana Vets it is necessary for us to create and retain clinical records. The clinical records at all times will remain the property of Nirvana Vets. However, we will provide copies to your registered primary care veterinary practice subject to consent on the euthanasia consent form.

 

H. Our Liability to You Terms

 

  1. We will be liable to you for any material loss or damages you suffer if it is a foreseeable consequence of our material breach to the terms of this contract or our negligence. However, we will not be responsible for any material loss or damages if it was not foreseeable or too remote from a breach to this contract or negligence. Material loss or damage is not foreseeable if it was not anticipated by you or us when this contract came into existence or if it is not an oblivious result of us breaching our terms.

  2. Notwithstanding anything to the contrary, Nirvana Vets will only be liable up to the total sum of fees paid by you for our services. If no fee was paid then we will only be liable up to the maximum figure in the estimate given to you.

  3. We do not limit our monetary liability for breaches to the terms implied by: The Consumer Rights Act 2015, The Consumer Protection Act 1987 and The Supply of Goods and Services Act 1982. Further, we do not limit our monetary liability for fraud or fraudulent misrepresentation, or death / personal injury (except pets) caused by negligence from Nirvana Vets.

  4. We do not accept liability for any deficiencies in our obligations to you where the cause is the result of a situation outside of our control. If we become aware of an event outside of our control that might affect our obligations to you, then we will contact and notify you as soon as is reasonably practicable and our obligations to you will be suspended for the duration over which the event outside of our control exists. As a result, we will either refer you to an alternative service, or delay the provision of our services and obligations.

  5. Events outside of our control include but are not limited to: epidemics/pandemics, adverse weather conditions, strikes, terrorist attacks or threats of terrorism, act of God, fire or explosions, floods, earthquakes, war or preparation for war (whether declared or not), riots, failure of telecommunication networks or any other natural disasters.

 

I. Complaints Terms

 

  1. We are committed to providing the best service that we possibly can so hope that you would never need to complain. However, if you do have a complaint to make, we ask that you could please in a first instance raise it with a staff member either at the time of the visit, or following the visit using the following email address: info@nirvanavets.com or telephone number: 01752 748008.  

  2. Once you have raised a formal complaint, we will acknowledge it within 1 business day, and we will respond to all formal complaints within 28 business days. On occasions, we may need longer than this, for example, where more complex investigations are required.

 

J. Other Terms

 

  1. This contract exists only between you and Nirvana Vets and as such, no other person will have any right to enforce any of the terms within this contract. 

  2. All of the clauses of these terms operate separately to each other. If any of them are deemed to be unlawful then all of the remaining clauses will remain in full force and effect.

  3. The terms within this contract may be subject to changes and amendments but these will not apply until agreement in writing between you and Nirvana Vets to be bound by the changes.

  4. If we delay enforcing our rights against you or choose not to, this does not waiver our rights to enforce the terms of this contract at a later date and it does not mean that you no longer have to comply with the obligations.

 

K. About Nirvana Vets and How to Contact Us

 

  1. If you would like to contact us please do so by either emailing us on: info@nirvanavets.com or call us on the following number: 01752 748008.

  2. We are a limited liability company registered in England. Nirvana Vets registered company registration number is: 13348523 and our registered office address is: Nirvana Vets Ltd, Mor Workspace, Treloggan Lane, Newquay, Cornwall, TR7 2FP.  

 

 

If you would like a copy of our terms of business please contact us on the email or telephone number provided in K.1 or find them on our website at: www.nirvanavets.com