Terms & Conditions for the provision of Veterinary Services
These terms include important information – please read them carefully. We recommend that you print a copy of these terms for future reference.
By buying veterinary products or services from us through our website or in our practice, you accept and agree to be bound and abide by these terms. If you do not agree to these terms, you must not buy veterinary products or services from us through our website or in our practice.
Our Terms
1. These terms
1.1. What these terms cover. These are the terms and conditions on which we supply veterinary services to you when you are a consumer. Different terms and conditions apply if we supply veterinary services to you when you are a business. If you are a business, you acknowledge that when you register on our website you are only registering your interest in receiving further information from us about our veterinary services, and no contract exists between us until we sign a contract on those business terms and conditions.
1.2. Other terms that apply. The following terms, available on our website, also apply to our service;
1.2.1. Privacy policy
1.3. Please read these terms carefully before you submit your registration to receive services from us. These terms tell you who we are, how we will provide products and services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1.4. This document contains our general terms. There may be other terms applicable to competitions, prizes and any other services we offer. Where this is the case those specific terms will also apply.
1.5. Please be aware that the health and welfare of your pet is our primary concern and responsibility. Our policies have been developed to care for your pet while complying with the codes of practice determined by the Veterinary Council of Ireland.

2. About us
2.1. Who we are. MVH Healthcare Naas Limited (registered No.514989) with our registered address at Dublin Road Ashbourne, County Meath trading under the name Moss Veterinary Hospital.
2.2. How to contact us. You can contact us using the contact details on our website.
2.3. How we may contact you. If we have to contact you, we will do so by telephone or by writing to you (by email, SMS and/or post) at the address provided when you register with us.

3. Registration
3.1. It is essential for us to maintain accurate records of our customers and their pets. In order to do this we may periodically ask you to confirm the details we hold for you. Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we 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.
3.2. Registering in person. If you register with us in our practice, our acceptance of your registration will take place when the practice confirms to you that we have accepted your registration, at which point a contract will come into existence between you and us. We will provide you with a copy of these terms when you register and may also send you a copy or a link to them by post or email.
3.3. Registering online. If you register with us online, our acceptance of your registration will take place when we send you an email confirming that we have accepted your registration, at which point a contract will come into existence between you and us. An email simply acknowledging or confirming that we have received your registration form shall not be treated as confirmation that we have accepted your registration.

4. Our veterinary services
4.1. We will provide our veterinary services in accordance with the Veterinary Council of Ireland’s (VCI) Code of Professional Conduct for Veterinary Practitioners in accordance with the Veterinary Practice Act 2005, as revised, to protect the public interest and to safeguard animal health and welfare. 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.
4.2. Professional Staff. Veterinary services will be provided by suitably trained and/or qualified staff. This will depend on the nature of the veterinary service to be provided in each instance. Veterinary services may also be provided by or with the involvement of other staff as part of their training and development (such as student vets, nurse and animal care assistants) under the supervision of a suitably trained and/or qualified member of staff involved in the care of your pet. You have the right at any time to nominate for training staff not to provide or be involved in the care of your pet.
4.3. Business Hours. We will provide veterinary services to you during our normal business hours. We may change our normal business hours from time to time – please see our website for our current opening hours.
4.4. Out of Hours. We will also provide emergency veterinary services to you outside our normal business hours either ourselves or by referring you to another local practice or veterinary service with whom we have an appropriate arrangement. 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. 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.
4.5. Over night stays. Where your pet 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 pet will stay, the cost, monitoring requirements, pain relief and other medical requirements as well as emotional requirements of your pet. 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 a third-party provider is able to offer this service for your pet.
4.6. House calls. We may, at our discretion, agree to provide veterinary services at any other location that you request (such as your home or stables). House visits will incur an additional fee
4.7. Practice Location. We will provide veterinary services to you at our practice set out above. We may also provide veterinary services to you at other premises where we need to access additional or specialist facilities (such as MRI scanners) or to provide emergency veterinary services to you outside our normal business hours. You must comply with any health and safety instructions that apply at those premises, and you are responsible for any belongings that you bring to or leave at those premises. You are responsible for making sure that they are safe and accessible by our staff.
4.8. Booking Appointments. You are responsible for making appointments to receive veterinary services. You can do so in person, by email or phone or (where available) by using the online booking system on our website where available. We do not guarantee that appointments will be available at your preferred time. We reserve the right to refuse to provide veterinary services if you attend our practice without an appointment or if you are not present at our practice in time for your appointment.
4.9. Treatment Plan. Following an initial consultation, and in advance of any further treatment, we will normally agree a treatment plan with you. However, in we reserve the right to provide such veterinary services as are reasonably necessary, in the professional judgement of our staff acting in the best interest of your pet, without first agreeing a treatment plan with you (such as in an emergency).
4.10. Nominated Representatives. We can accept and rely on instructions and information provide by individuals nominated on your behalf to bring your pet to our practice. This may include a friend or family members, boarding kennels or a pet sitter. You must notify us of all individuals who are authorised (or not authorised) to represent you. We reserve the right at our discretion to refuse to accept instructions from such individuals (such as if they are under 18 years old or we reasonably believe that they are not authorised to represent you) or to require proof that they are authorised to represent you.
4.11. Provision of Service. We reserve the right at our sole discretion to decline to provide veterinary services. You are free at all times, at your own cost, to seek or request a second opinion on or concerning any veterinary services that we have provided.
4.12. Delay. We are not responsible for delays outside our control. If our supply of the veterinary services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
4.13. Medical Records. Your pet’s medical records are our property. This includes test results, x-rays, MRI scans and ultrasounds. You may ask us to provide a copy of your pet’s medical records to another veterinary service provider (such as an out-of-hours service or if you are moving to another veterinary practice) by sending us a written request to the address or email address above. We will process your request within a reasonable period of time. We reserve the right at our discretion to charge a reasonable fee for doing so, and may require that you pay that fee and any other outstanding sums before doing so.
4.14. Pet Insurance. You are solely responsible for arranging insurance for your pet. We do not provide pet insurance or arrange pet insurance for our clients. Although you do not need pet insurance to receive our veterinary services, we recommend that our clients take out appropriate pet insurance for their pet with a reputable insurer.

5. Prescriptions
5.1. Prescriptions will only be issued by staff who are qualified and authorised to do so. Repeat prescriptions will only be issued if authorised by a member of staff qualified and authorised to do. We may, at our discretion, refuse to issue prescriptions for pets that are also under the care of a third party provider.
5.2. We may, at our discretion, require an updated clinical assessment of your pet before issuing a repeat prescription. It is your responsibility to ensure that the prescription request is made in sufficient time to facilitate a clinical assessment if required.
5.3. We may charge a fee to issue written or repeat prescriptions. We will advise you of the costs before issuing a written prescription.
5.4. If you choose to have your prescription dispensed by our practice, we will advise you of availability and costs before dispensing any medicinal or pharmaceutical products. You are responsible for collecting it from our practice. Alternatively, you may choose to have prescriptions dispensed by another veterinary practice, clinic or pharmacy of your choosing.

6. Referrals & Second Opinions
6.1. On some occasions it may be necessary to refer your pet to another veterinary surgeon. This is normally only necessary if your pet’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. The receiving vet will charge directly for the services provided by them. We may charge a referral fee in such instances.
6.2. Second opinion appointments can be requested either to see another veterinary surgeon 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 surgeon or the client, but not both. We may charge a fee in such instances.

7. Goods Ordered
7.1. When you decide to place an order for goods with us, this is when you offer to buy such goods from us.
7.2. Our on-line store is hosted by Storpal Limited trading as Covaword.com. Click here to view the terms and conditions of use.
7.3. 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
7.4. Any goods that we supply to you will be:
7.4.1. of satisfactory quality; and
7.4.2. fit for the purpose as expressly agreed by the veterinary surgeon 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 surgeon providing any veterinary services relating to the same
7.5. 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:
7.5.1. we will let you know if we intend to do this but this may not always be possible; and
7.5.2. 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.
7.6. 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:
7.6.1. us to replace the goods;
7.6.2. to repeat the services;
7.6.3. for a price reduction; or
7.6.4. 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.
7.7. 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.

8. Looking after our staff, clients and pets
8.1. We take the health, wellbeing and safety of our staff, clients and the pets in our care very seriously. We take a zero-tolerance approach to offensive, intrusive, aggressive or violent behaviour. Examples of behaviour that we deem unacceptable are (but are not limited to):
8.1.1. Making malicious allegations about our staff or other clients;
8.1.2. Derogatory racial or sexual remarks;
8.1.3. Offensive sexual gestures or behaviour;
8.1.4. Using violent, threatening or abusive language (including swearing and offensive remarks);
8.1.5. Violent, threatening or abusive behaviour towards our staff, clients or the pets in our care;
8.1.6. Theft and other criminal activity; and
8.1.7. Non-compliance with the practice’s health and safety requirements.
8.2. We understand that, given the nature of our service, circumstances may arise whereby people may be distressed or upset. However, we reserve the right at our discretion to decline to supply veterinary services, to request that you leave our premises and/or to terminate our contract with you if you or any person accompanying, authorised by or connected with you, engage in any such behaviours, whether in our practice or when communicating with us via telephone, email or through our website.
8.3. Please note that our calls both incoming and outgoing may be recorded for training and monitoring purposes.

9. Cancelling your contract
9.1. You can end your contract with us at any time. Ten (10) days’ notice is required to end your contract.
9.2. When your contract ends, you will be responsible for collecting any pets currently in our care and for paying all outstanding payments due to us. We recommend that you register your pet with another veterinary practice from the date that your contract with us ends (and we are not responsible for arranging this for you).
9.3. To end your contract with us, please let us know by visiting the practice in person, by email, post or telephone. Please ensure that you include your name, address, details of your pet, phone number and email address.
9.4. We may end the contract immediately without notice for any of the following reasons:
9.4.1. if the information that you provided to us on registration is inaccurate, incomplete or misleading;
9.4.2. if you break any of the terms of the contract;
9.4.3. if you fail to comply with clause 8;
9.4.4. if you fail to make any payment to us as it falls due;
9.4.5. you do not, within a reasonable time of our request, provide us with information that is necessary for the provision of services.
9.5. We may end the contract at any time for any other reason. Where we intend to do so we will write to you (by email or post) to let you know at least 30 days before the contract ends. Any sums you have paid in advance or on account for services which will not be provided will be refunded within a reasonable time.
9.6. We may write to you to inform you that we are no longer providing particular services. We will let you know as soon as reasonably practical. Any sums you have paid in advance or on account for such services which will not be provided will be refunded within a reasonable time.

10. Payment
10.1. Wherever practicable, we will agree a price estimate with you before providing veterinary services. If we believe that the price estimate will be exceeded, wherever practicable, we will discuss this with you and agree a revised price estimate with you before continuing to provide veterinary services. However, we reserve the right to provide such veterinary services as are reasonably necessary, in the professional judgement of our staff acting in the best interest of the animal under our care, without first agreeing the price estimate or revised price estimate with you (such as in an emergency).
10.2. Price estimates are not intended to be a fixed or maximum price for veterinary services. Costs will be calculated in accordance with our standard price and rates at that time. Our prices and rates are inclusive of VAT unless specified otherwise, in which case it will be added as appropriate. We will provide you with an appropriate statement or invoice of the price payable by you.
10.3. Payment for products and services is due as follows;
10.3.1. For the on-site sale of products at our practice (e.g. prescriptions, travel documents etc.) payment is due and must be made at the time of sale.
10.3.2. For the provision of out-patient veterinary services (where your pet is not left with us), payment is due and must be made the end of your appointment.
10.3.3. For the provision of in-patient veterinary services (where your pet is left with us), payment is due and must be made on the discharge of your pet.
10.4. We may, at our discretion, require that you pay for the whole or part of the veterinary services to be provided in advance.
10.5. Where you have a valid pet insurance policy, we may, at our discretion, agree to make a claim for payment directly to your insurance company. You agree to provide us with any information that we request about that policy. We may charge a fee for completing, submitting and/or managing a claim for payment on your behalf, and you agree to pay us on request such fee and any balance of the cost of the veterinary services which have not been paid by the insurance company at the date of our request for payment.
10.6. Payment may be made by cash, debit card or credit card at our practice. We are unable to accept payments by cheque.
10.7. Where any amounts payable to us are not paid when due then, without prejudice to any other remedies available to us, we may at any time;
10.7.1. refer any overdue accounts to a debt collection agency for recovery;
10.7.2. add additional charges to your outstanding account in order to recover fees and costs in connection with the collection of the sum you owe, including but not limited to administration costs and debt collection agency fees; and
10.7.3. refuse to supply veterinary services to you.
10.8. If you are unable to pay for the veterinary services that we provided, we are obliged only to fulfil our minimum legal responsibilities and professional regulatory obligations in respect of the animal under our care.

11. Loss or damage
11.1. If we materially fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of the breach or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. 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.
11.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury to human beings caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services; and for defective products under the Consumer Protection Act 2007.
11.3. We are not liable for business losses. We only supply the products and services for domestic and private use. If you use the services or any products that we supply in providing the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
11.4. We are not liable for your use of any products otherwise than in accordance with its instructions or as directed by your veterinary surgeon. Veterinary medicinal diet feed should only be used where recommended and by way of regular monitoring by a veterinarian. The veterinarian should be visited regularly during the feeding for check-up examinations and without delay in the event of deterioration in the animal’s condition.
11.5. Subject to the above exceptions, our liability to you for any damages, losses, claims, costs or expenses arising out of our supply of any products or services shall not exceed: (a) if the supply of those goods or services are covered by our public liability or professional indemnity insurance, the limit of that insurance for each claim or series of connected claims; and (b) if the supply of those goods or services are not covered by our public liability or professional indemnity insurance, the value of the total fees paid or payable by you for the products or services in question.

12. Your personal information
When you register on our website or order any goods or services from us, we will collect personal data about you. We will only use your personal information as set out in our Privacy Policy, available on our website.

13. Feedback & Complaints
We appreciate your feedback; it helps us to deliver outstanding quality care for you and your pet. If you have any questions, feedback or complaints about the veterinary services that we have provided to you or any of our staff, please contact us at the details on our website.
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.
We hope your issues can be resolved informally – However, if you feel you need to raise a formal complaint please put your concerns in writing to us within three (3) months of the event. Investigations are more effective, and resolutions are better reached when related to recent, not historical, events. Please include a factual summary of events t. Let us know what your expectation is for resolution along with how you would like us to keep you updated.
14. Other important terms
14.1. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
14.2. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
14.3. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
14.4. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
14.5. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
14.6. These terms are governed by the laws of Ireland and you can bring legal proceedings in respect of the services in the Irish courts.
14.7. We may amend these terms from time to time. We recommend that you check them each time you use our website or engage our services to make sure that you are aware and understand the terms that apply at that time.

14.8. These terms were last updated on 06 March 2023.