Terms & Conditions

1. Introduction

These Terms and Conditions govern the use of veterinary services provided by R.D. Owen Equine Clinic ("the Practice", "we", "us"), based near St Asaph, North Wales. By engaging our services, you ("the client") agree to be bound by these terms. Please read them carefully.

These terms do not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and other applicable UK legislation.

2. Our Services

R.D. Owen Equine Clinic provides equine veterinary services including, but not limited to: routine health examinations, vaccination, dental care, lameness investigation, surgery, reproductive services, artificial insemination, passport and microchipping services, and 24-hour emergency cover.

All veterinary services are provided by, or under the supervision of, registered veterinary surgeons holding current membership of the Royal College of Veterinary Surgeons (RCVS). All work is carried out in accordance with the RCVS Code of Professional Conduct.

3. Appointments and Callouts

Routine appointments should be made in advance by telephone during normal office hours (Monday to Friday, 8:30am to 5:30pm). Emergency callouts are available 24 hours a day, 365 days a year by calling our main number.

We ask that clients ensure safe and reasonable access to their premises and that appropriate facilities are available for the examination and treatment of horses. This includes adequate lighting, a clean working area, access to clean water, and where appropriate, a competent handler for the animal.

Clients should advise us of any known behavioural issues or safety risks before our visit. The Practice accepts no liability for injury or loss arising from inadequate facilities or failure to disclose known risks.

4. Out-of-Hours Charges

Out-of-hours emergency visits will be charged at a higher rate than routine callouts, reflecting the additional cost of providing a 24-hour service. We will advise you of the applicable out-of-hours rates when you call, and charges will be set out on your invoice.

5. Estimates and Consent

Where practical, we will provide you with an estimate of the likely cost of treatment before proceeding. Please note that estimates are not binding quotations — the actual cost may vary depending on how treatment progresses, additional diagnostics required, or unforeseen complications.

For planned procedures, we will seek your consent before commencing treatment. In an emergency, where the life or welfare of an animal is at immediate risk and it is not possible to obtain your prior consent, we may proceed with emergency treatment and will notify you as soon as practicable.

Verbal consent, given by telephone or in person, is accepted, and we may make a note of this in the clinical record.

6. Payment Terms

Payment for services is due upon completion of the visit or procedure, unless alternative arrangements have been agreed in writing with the Practice in advance. We accept payment by cash, cheque (made payable to R.D. Owen Equine Clinic) and major debit and credit cards.

Invoices not settled within 30 days of the invoice date may be subject to a late payment charge. Persistently overdue accounts may be referred to a debt collection agency, and the costs of recovery may be added to the outstanding amount.

The Practice reserves the right to require payment in advance from new clients or from clients with a history of late payment.

7. Veterinary Insurance

We strongly recommend that all horse owners hold appropriate equine insurance. If you have insurance for your horse, it is your responsibility to complete any claims process. We are happy to provide clinical records and supporting documentation to assist with insurance claims, though an administration charge may be applied for extensive documentation.

We are not responsible for liaising directly with insurance companies or for obtaining pre-authorisation from insurers. Any shortfall between our invoice and any insurance payment remains your responsibility.

8. Prescriptions and Medicines

Prescription-only medicines (POM-V) may only be prescribed by our veterinary surgeons following an adequate clinical assessment of your animal and establishment of a valid veterinarian-client-patient relationship (VCPR). We are not able to prescribe medicines for animals we have not examined.

Under the Cascade, veterinary surgeons may prescribe medicines in an off-licence manner where no licensed product is suitable. We will discuss this with you where relevant.

You have the right to request a written prescription in order to obtain medicines from an alternative supplier. An administration charge may apply.

9. Referrals

Where your horse requires treatment or specialist investigation beyond the scope of our practice, we will discuss referral options with you. We have established relationships with a number of specialist equine referral centres and will facilitate referral as swiftly as possible. You retain the right to choose which referral centre you attend.

Please note: we do not perform colic surgery at this practice. If surgical colic intervention is required, we will assess and stabilise your horse and facilitate urgent referral.

10. Complaints

We aim to provide the highest standard of care at all times. If you are unhappy with any aspect of our service, we ask that you raise your concern with us in the first instance by contacting the Practice Manager. We will investigate your complaint and respond within a reasonable timeframe.

If your complaint relates to the professional conduct of a veterinary surgeon, you may also contact the RCVS at www.rcvs.org.uk.

11. Limitation of Liability

We cannot guarantee the outcome of any veterinary treatment. Veterinary medicine involves inherent uncertainty, and despite our best efforts, adverse outcomes can occur. We will always act in the best interests of the animal and advise you honestly about the likely prognosis and treatment options.

Our liability to you is limited to the cost of the services provided, except in cases of death, personal injury or fraud caused by our negligence. Nothing in these terms excludes or limits liability that cannot be excluded or limited under UK law.

12. Website Use

The information on this website is provided for general informational purposes only and does not constitute veterinary advice. You should always seek the advice of a qualified veterinary surgeon for specific concerns about your animal's health. Use of this website does not create a veterinarian-client-patient relationship.

We make reasonable efforts to ensure the information on this site is accurate and up to date, but we cannot guarantee its completeness or accuracy. We accept no liability for any loss or damage arising from reliance on information contained on this website.

13. AI Horse Health Checker

Our website includes an AI-powered Horse Health Checker tool intended to help horse owners assess the urgency of their horse's symptoms. This tool is powered by an external AI service and is provided for general guidance purposes only. It does not constitute a veterinary diagnosis, clinical assessment, or professional opinion.

The Health Checker cannot examine your animal, does not have access to your horse's clinical history, and is not a substitute for assessment by a qualified veterinary surgeon. You should not delay seeking veterinary advice on the basis of the tool's output. In any emergency, please call us immediately on 01745 584 516.

We accept no liability for any decisions made or actions taken in reliance on the Health Checker's output. By using the tool, you acknowledge that it is an informational aid only.

14. Governing Law

These terms and conditions are governed by the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact

If you have any questions about these terms, please contact us:

R.D. Owen Equine Clinic
Merllyn Waen, St Asaph, Denbighshire, LL17 0AL
Telephone: 01745 584 516