Please read the following important terms and conditions before you seek treatment of your animal or
buy anything from us and check that they contain everything which you want and nothing that you are
not willing to agree to.
1.1 In these terms and conditions:
1.1.1 "We", "us", or "our" means Linnaeus Veterinary Ireland Limited (company number 690607)
whose registered office is at 10 Earlsfort Terrace, Dublin 2, Dublin, Ireland DO2 T380;
1.1.2 "You" or "your" means the person seeking veterinary services for an Animal or wishes to
buy products from us; and
1.1.3 "Animal" means an animal of the kingdom animalia other than a human being in respect
of which we are providing veterinary services, which may include large and small animals
and those that are kept as domestic pets as well as working animals, and reference to the
singular includes a reference to the plural and vice versa.
1.2 Where you book an appointment with us online or visit our practice, we will require you to confirm
your agreement with these terms. Once you have agreed to the terms, they will form the contract
between us (the "contract") and it will apply to all future goods and services you purchase from us.
1.3 We may update these terms from time to time in which case we will ask you to agree to the updated
1.4 Thank you for entrusting the care and attention of your Animal to us. Some aspects of the contract
may not be relevant to you and we request that you ask for further explanation/clarification if required,
including if you would like this contract in another format (for example, audio, large print, or braille).
writing to us at Customer Service, Linnaeus Group, Friars Gate, 1011 Stratford Road, Shirley, West
Midlands, B90 4BN.
1.6 This contract binds you in respect of all goods and services delivered by us to you including veterinary
services for your Animal. If you purchase goods and/or services from us, you agree to be legally
bound by this contract.
1.7 This contract contains our general terms. There may be other terms applicable to competitions,
prizes, our Animal health care plan, and any other services we offer. Where this is the case, the
specific terms will also apply.
1.8 Terms defined in the Veterinary Practice Act 2005 (as amended) shall apply to this contract mutatis
1.9 Please be aware that the health and welfare of your Animal is our primary concern and responsibility.
Our policies have been developed to care for your Animal whilst complying with the codes of practice
determined by the Veterinary Council of Ireland, including the Code of Professional Conduct for
Veterinary Practitioners and the Code of Professional Conduct for Veterinary Nurses.
2. REGISTRATION AND YOUR PERSONAL INFORMATION
2.1 It is essential for us to maintain accurate records of our customers and their Animals. In order to do
this, we will periodically ask you to confirm the details we hold for you. Up-to-date contact details are
particularly important. If your details change at any point, please inform us so we may ensure our
database is as up to date as possible.
2.2 We may contact you either by letter, phone, text or electronic means in order to advise you of
outstanding accounts, reminders of your Animal's preventative health care treatments and any
marketing offers that might be of benefit to you or your Animal. Please tell reception if you wish no
contact to be made or make your selection clear when you are asked online. However please be
aware that this will remove the ability for us to send vaccination reminders.
2.4 Your privacy and personal information are important to us. Any personal information that you provide
collect from you, how and why we collect, store, use and share such information, your rights in
relation to your personal information and how to contact us and supervisory authorities if you have a
query or complaint about the use of your personal information.
3. OUR SERVICES
3.1 All veterinary services provided by us are supplied by suitably qualified staff, taking into account the
nature of the services to be supplied in each instance. We will always carry out the services with
reasonable care and skill.
3.2 We reserve the right to provide any veterinary services at our discretion.
3.3 We will carry out the veterinary services by the time or within the period which you and we agree. If
you and we have agreed no time or period, this will be within a reasonable time.
3.4 Our carrying out of any veterinary services under this contract might be affected by events beyond
our reasonable control. If so, there might be a delay before we can provide the services or we may
have to cancel providing services completely until we notify you otherwise, but we will try to provide
the services as soon as those events have been fixed. Examples of events which might be beyond
our reasonable control include where additional services are required above those agreed from the
Appointments and Consultations
3.5 You and your Animal(s) are attended to by a veterinary practitioner and / or a veterinary nurse during
consulting hours by appointment. Appointments are available in the morning, afternoon, and early
evening at times which vary according to the day of the week. Please see our opening hours for
3.6 A treatment plan for the supply of veterinary services will normally be agreed with you following an
initial consultation and in advance of any further treatment. We may not be able to prepare a
treatment plan in some circumstances e.g., in an emergency.
3.7 In an emergency, we reserve the right to provide veterinary services as are reasonably necessary,
in our professional judgement, without your agreement of a treatment plan.
Out of Hours
3.8 We will offer Animal care 24/7 either ourselves, through our other practices, or through our thirdparty partners.
3.9 Where we are able to offer an out of hours or other emergency care ourselves, a higher fee than
usual may apply. This is particularly the case when urgent cases are seen out of hours. Higher fees
may also be applied on weekend emergency appointments.
3.10 Where we do not offer out of hours or emergency care ourselves, we will either arrange another of
our practices to provide this service for you or refer you to a third-party provider to provide these
services. Where services are provided by another of our practices or our third-party providers, higher
fees may apply than if we carried out the services ourselves.
3.11 Where your Animal requires an overnight stay, we will discuss this with you in advance. We
understand that different levels of care are needed in differing circumstances and we will discuss
with you where your Animal will stay, the cost, monitoring requirements, pain relief and other medical
requirements as well as emotional requirements of your Animal. Please ask for a copy of our policy
on overnight care for further details.
3.12 As with the out of hours care, overnight stays may lead to higher costs. Where we are not able to
provide this service ourselves, we will always ensure that another of our practices or a third-party
provider is able to offer this service for your Animal.
3.13 In special circumstance we can arrange a house visit to treat your Animal, however, sometimes we
may request that you bring your Animal to our surgery if we feel this will be in the Animal’s best
interest (e.g., because we will have access to on site equipment). A house visit will only be available
with prior arrangement between us and you.
3.14 House visits will incur an additional fee.
4. GOODS ORDERED
4.1 When you decide to place an order for goods with us, this is when you offer to buy such goods from
4.2 We may contact you to say that we do not accept your order. If we do this, we will try to tell you
promptly why we do not accept your order e.g., because we do not have the goods in stock, including
medication, available or because we are unable to sell them to you.
4.3 Any goods that we supply to you will be:
4.3.1 of satisfactory quality; and
4.3.2 fit for the purpose as expressly agreed by the veterinary practitioner and / or veterinary
nurse providing the veterinary services under this contract,
and must only be used in accordance with the instructions supplied with them including within the
packaging of the goods and as directed by the veterinary practitioner and / or veterinary nurse
providing any veterinary services relating to the same.
4.4 If we cannot supply certain goods, we may need to substitute them with alternative goods of equal
or better standard and value. In this case:
4.4.1 we will let you know if we intend to do this but this may not always be possible; and
5.4.2 you can refuse to accept such substitutes; in which case we will offer you a refund or a
replacement and let you know how long such an offer remains open for.
4.5 If there is something wrong with the goods or services provided to you under this contract, please
contact us using the contact details at the top of this page. You may ask:
4.5.1 us to replace the goods;
4.5.2 us to repeat the services;
4.5.3 for a price reduction; or
4.5.4 to reject the goods or services (or both) we have provided to you under this contract,
and we will discuss this with you in good faith and ensure that your matter is resolved in accordance
with your legal rights.
4.6 A re-stocking fee may be charged if goods ordered by you, for example repeat prescriptions, are not
collected within a reasonable time. A higher re-stocking fee may be applied for special orders which
are not collected. The full retail price will be charged for uncollected special-order goods in addition
to a re-stocking fee.
5. FEES AND PAYMENT
5.1 For certain goods and services, we may be able to offer a fixed price but due to the nature of
veterinary services it may be that we are only able to provide an estimate in advance for some
5.2 Where an estimate is provided, this will be based on our best calculation, from our experience, of
how much the course of treatment will cost. Please bear in mind that any estimate given can only be
approximate and is not binding – often an Animal's illness will not follow a conventional course and
there is a certain amount of unpredictability. We will try to contact you on the contact numbers you
have given us if we believe the treatment costs are going to exceed the estimated costs however if
you are not contactable, we will treat your Animal as is necessary for the prevention of pain or
5.3 When we come to charge you for the goods and services provided when we have previously only
provided an estimate, we will charge you for our veterinary services based on the time and skill level
required for the services actually provided. We also charge according to the medicines, materials,
and consumables used.
5.4 Our charges may be based on the allocation of appointments, or/and the consultation process, with
or without an Animal present. We may also charge you fees for missed appointments where these
have been pre-booked including for operations and consultations.
5.5 All fees charged to you are inclusive of VAT at the current rate.
5.6 Our fees may be adjusted annually and we will notify you of such an adjustment.
5.7 We will invoice you and your account is due for settlement at the end of the consultation, the
discharge of your Animal, or upon collection of medicines/diets, as applicable. You may request a
detailed and itemised breakdown for your invoice.
5.8 You acknowledge and agree that if you are the registered owner of the Animal according to our
records, you are liable for any fees incurred in the diagnosis and treatment of your Animal even if
your Animal is brought to us on your behalf by a relative, friend, or agent or otherwise by a third party.
We will endeavour to obtain written confirmation from the relative, friend, or agent who has brought
your Animal to us that they have your consent in respect of the treatment to be provided to your
Animal. However, you acknowledge that this may not always be possible. Regardless of this, you
agree to be liable in respect of any such fees incurred in the diagnosis and treatment of your Animal.
5.9 Please do keep us updated if the registered owner of your Animal changes so that we can keep our
records up to date. If you have not updated us prior to charges being incurred under these terms,
we may approach the registered owner on our system for payment.
5.10 We accept cash and the following credit cards and debit cards: Switch, Solo, MasterCard, Amex,
Visa, and Delta. In some cases, we may accept relevant vouchers that are valid and in date. We do
not accept cheques.
5.11 Any credit or debit card payment not honoured and any cash tendered that is found to be counterfeit
will result in the original account being restored to the original sum with further charges added in
respect of bank charges and administration costs together with interest on the invoice amount.
6. LATE PAYMENT
6.1 If, for any reason, you are unable to settle your account as specified, we ask you to discuss the
matter as soon as possible with a member of our staff.
6.2 Should your invoice not be paid and your account not be settled on the date payment is incurred then
a reminder will be sent to you with an additional accounting charge added in respect of the
administrative costs incurred. Should it be necessary for further reminders to be sent, further
administrative costs will be incurred. These however, may be deducted at our discretion if payment
is made promptly.
6.3 After due notice to you, overdue accounts may be referred to our debt collection department or an
external agency and further charges may be levied in respect of costs incurred in collecting the debt.
This can include production of reports, correspondence, courts fees, attendance at court, phone
calls, and home visits.
7. ANIMAL INSURANCE
7.1 We strongly support the principle of insuring your Animal against unexpected illness or accidents.
For some insurers and in some instances, we are able to submit claims directly to your insurers and
in other instances you will have to deal with your insurers directly.
7.2 Where we are dealing directly with your insurer, please be aware that it remains your responsibility
to settle your account within thirty (30) days, if we have not received payment from your insurance
7.3 Any anticipated shortfall in the cost of treatment that is not covered by your insurance company will
be payable by you to us at the time of making the first direct claim. Any additional shortfall that is
owing after the claim has been settled will also be payable by you to us at that time. It is important to
appreciate that if, having carried out careful checks with you and your insurers, we decide that we
are prepared to undertake a direct claim for the treatment of your Animal, this is not a guarantee that
your insurers will settle your claim, and if they fail to do so, this will result in a shortfall for which you
will be liable to pay us in full.
7.4 Where you deal with your insurer directly, you will be responsible for settling your account in the
normal way directly with us at the time of treatment. If you require information from us as part of your
claim, we will provide all reasonable assistance as soon as we are able to.
8.1 All medication prescribed by our vets is available to be dispensed directly from our surgeries at the
time of your appointment in accordance with the European Communities (Animal Remedies)
Regulations 2007 (S.I. No. 786/2007) and the Veterinary Council of Ireland Code of Professional
Conduct for Veterinary Practitioners. Prescription only medication or veterinary practitioner only
medication (VPO-1 and VPO) is dispensed under the authority of the veterinary practitioner treating
8.2 Prices (inclusive of VAT) of any medication prescribed for your Animal are available upon request.
8.3 A written prescription will be issued upon prescribing or administering medication designated
prescription only or veterinary practitioner only (VPO-1 and VPO). These can only be authorised by
our veterinary practitioners and are restricted to animals under their care. The fee for this service
covers the professional service of your vet in authorising appropriate medication, dosage advice, and
maintaining the required accurate pharmacy records for your Animal.
8.4 Our repeat prescription service for Animals on long term medication allows you to re-order
medication and/or written prescriptions over the phone and/or online. In compliance with best
practice guidelines, we do insist that your Animal is examined by your vet every six months (or more
frequently should the recommendation for the use of a specific medication require it) and that any
recommended diagnostic tests associated with monitoring the efficacy and/or side effects of the drug
are completed. We will advise you when these are due. Some flea and worm medication or VPO-1
and VPO medication used for preventative healthcare may also require that we check your Animal's
health annually before supply.
8.5 It is practice policy to limit the amount of any prescription only, veterinary practitioner only (VPO-1
and VPO) to that which our veterinary practitioners reasonably consider is required. For some VPO1s and VPOs,
we may be able to supply six (6) months' treatment whereas for others it may be much less.
Please discuss with us our policies in respect of individual VPO-1s and VPOs if you are looking
to use this service.
8.6 Medication posted to clients will be sent by recorded delivery and subject to a post and packing
charge, which will be added to your account.
9. VACCINATION REMINDERS
9.1 We believe in responsible Animal ownership. This includes regular appropriate vaccinations, parasite
control dependent on lifestyle and a permanent means of identification for your Animal. Please ask
us for advice on the best methods to achieve this.
9.2 Unless you have requested that we do not contact you under paragraph 2.2, we will endeavour to
remind you of when annual vaccinations are due for your Animals. Please note that this is a courtesy
– there is no obligation on us or our employees, agents or other representatives to provide such
reminders and it remains your responsibility to keep vaccines and other routine treatments up to
10.1 Written signed consent for procedures is required in all cases of admission to our practice and/or
hospital and we will endeavour to discuss alterations prior to action being taken or other services
10.2 Consent is also required for the use of medications in species for which they were not licensed e.g.,
rabbits and rodents. In this case a lifetime consent form will be provided to allow this to be done
without asking for specific permission in each and every separate case. This is required as the
majority of veterinary drugs are not licensed for use in small mammals, reptiles, birds, fish,
amphibians and invertebrates. In some instances, we may also suggest human alternative medicines
which are not licensed for use in Animals but have proven activity and in such circumstances, we will
obtain your consent in advance. In all circumstances where licences are not available for the use of
medicines with specific Animals, we must use drugs which have a proven activity and efficiency
despite a lack of licence.
11. FEEDBACK, STANDARDS, AND COMPLAINTS
11.1 We appreciate your feedback; it helps us to deliver outstanding quality care for you and your pet. If
you have any questions or feedback for us, please speak to a member of our team.
11.2 We want to avoid you feeling any unnecessary concern or frustration – most issues can be resolved
informally; we would welcome the opportunity to discuss any concerns with you. Please speak to a
member of the team as soon as possible.
11.3 We hope your issues have been resolved through the discussion - However, if you feel you need to
raise a formal complaint – here's what to do. Please put your concerns in writing to your practice
client care team within three (3) months of the event as investigations are more effective, and
resolutions are better reached when related to recent, not historical, events. Include a factual
summary of events that have led to this point. Let us know what your expectation is for resolution
along with how you would like us to keep you updated. You may also contact us by email to
11.4 What happens if you are still not satisfied? The Veterinary Council of Ireland deals with concerns
that relate to a veterinary practitioner or veterinary nurse’s professional conduct. This includes
conduct which falls far short of the standards set out in the Veterinary Council of Ireland’s Codes of
Professional Conduct. Details of the Veterinary Council of Ireland’s complaints procedure is set out
on their website www.vci.ie. If you think your concern is for the Veterinary Council of Ireland you can
contact them on +353 (0) 1 668 4402 or fill in their short enquiry form at
12. OWNERSHIP OF CLINICAL RECORDS AND DIAGNOSTIC IMAGES
12.1 Case records including radiographs, photographs and similar documents are the property of, and will
be retained by us. Copies with a summary of the history can be passed on request to another
veterinary practitioner taking over the case if needed on your request.
12.2 The care given to your Animal may involve making some specific investigations, for example taking
radiographs or performing ultrasound scans. Even though we make a charge for carrying out these
investigations and interpreting their results, ownership of the resulting record, for example a
radiograph, photograph or video, remains with us.
13. REFERRALS AND SECOND OPINIONS
13.1 On some occasions it may be necessary to refer your Animal to another veterinary practitioner. This
is normally only necessary if your Animal's condition requires specialist knowledge or facilities that
are not available in our practice. By way of example, this sometimes happens for orthopaedic and
neurological cases which require MRI facilities. We do not charge a referral fee in such instances but
the receiving vet will charge directly for the services provided by them.
13.2 Second opinion appointments can be requested either to see another veterinary practitioner within
our practice or to another veterinary practice. These are sometimes requested if a client wishes to
confirm a diagnosis or obtain a different veterinary opinion. In all cases we will on request provide a
full clinical history to the requesting veterinary practitioner or the client, but not both.
14. LIMITS ON OUR RESPONSIBILITY TO YOU
14.1 Except for any legal responsibility that we cannot exclude in law (such as for death of a person or
personal injury caused by our negligence) or arising under applicable laws relating to the protection
of your personal information, we are not legally responsible for any:
14.1.1 losses that:
(a) were not foreseeable to you and us when the contract was formed. Loss or
damage is foreseeable if either it is obvious that it will happen or if, at the time
the contract was made, both we and you knew it might happen, for example, if
you discussed it with us during the sales process; or
(b) were not caused by any breach on our part of this contract;
14.1.2 business losses; and
14.1.3 losses to non-consumers.
14.2 Subject to clause 14.1 above, our liability to you will be limited to an amount equal to the value of the
goods and services provided by us under this contract.
15. END OF THE CONTRACT
If this contract is ended it will not affect our right to receive any money which you owe to us under it.
16.1 No one other than a party to this contract has any right to enforce any term of this contract.
16.2 No addition or variation of this contract will bind us unless it is specifically mutually agreed in writing.
16.3 If any provision of this contract (or part of any provision) is or becomes illegal, invalid or
unenforceable, the legality, validity, and enforceability of the other provisions of this contract between
us and you will not be affected.
16.4 If you want to take court proceedings, the courts of Ireland shall have exclusive jurisdiction in relation
to all claims, proceedings or other actions taken in respect of this contract.
16.5 The laws of Ireland will govern this contract.