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Terms & Conditions - Online Payments

1. Introduction

These Terms and Conditions apply to purchasing goods and paying for services via the Acorn House Veterinary Hospital payment gateway and/or virtual terminals.

Please read these Terms and Conditions carefully as they govern your use of the Acorn House Veterinary Hospital Online Payment system. These Terms and Conditions do not affect your statutory rights as a consumer.

Acorn House Veterinary Hospital reserves the right to change these Terms and Conditions from time to time without notice.

By using the Acorn House Online Payment system, you are agreeing to be bound by these Terms and Conditions.

2. Definitions

For the purposes of these Terms and Conditions, the following expressions shall have the following meaning:

“Acorn House” and “Acorn House Veterinary Hospital” means the veterinary practice wholly owned and operated by RVC Veterinary Practices Limited at Linnet Way, Brickhill, Bedford MK41 7HN.
“Client” means “You” and “Your” below,
“Fees” mean the Veterinary Fees payable for services provided by or through Acorn House,
“RVP” and “RVC Veterinary Practices Limited” means RVC Veterinary Practices Limited and its associates. RVC Veterinary Practices Limited (registered in England and Wales, company no. 11293077), with registered office at 4 Royal College, London NW1 0TU. Routine correspondence should be addressed to Acorn House Veterinary Hospital, Linnet Way, Brickhill, Bedford MK41 7HN.
“Order” means any order you place on the Site for the purchase of goods or services,
“Site” means the Acorn House Veterinary Hospital website at:,
“You” and “Your” means the person or legal entity using the Site.

3. Payments

It is your responsibility (as a Client) to ensure that a correct amount is paid and the payment is adequately and accurately referenced.

All payments made through this Online Payment Facility must be made in £ Sterling. Any currency conversion costs or other charges incurred in making the payment or in processing a refund shall be borne by you and shall not be deductible from the Fees due to Acorn House.

The payment of any sums intended to be in respect of Fees does not in itself indicate the existence of a contract between Acorn House and the Client.

4. Orders

An Order constitutes an offer which may be accepted at the sole discretion of Acorn House.

The availability of the goods or services which are the subject of your Order will be determined by the product description displayed on the Site at the time of placing your Order. Acorn House will make reasonable efforts to ensure that any product description is a fair representation of the actual goods or service.

Any date specified by Acorn House for collection of the goods or delivery of a service is intended to be an estimate and goods or service will be made available as soon as reasonably practicable.

If you have been asked to collect goods, we will provide services from a Collection Point as detailed in the instructions on the Site or in a confirmation email sent to you. You will be required to provide proof of payment for an Order at the Collection Point.

5. Cancellation and Refunds

Any entitlement to a refund of Veterinary Fees will be as determined by the Terms of Business as provided to you in advance. Refunds are not possible on POM-V medications once they have left the premises as we are not able to guarantee storage conditions once out of our custody.  Disputes regarding professional fees should be dealt with through our complaints procedure but are not normally subject to refund.  Non-POM-v medications and items bought through the shop can be refunded provided they are unopened in their original packaging in resaleable condition.  They must be returned within 28 days of sale for this to apply.  This does not apply to goods or medicines that are faulty.

For the avoidance of doubt, nothing in this Clause 5 shall require Acorn House to refund the Fees (or part thereof) unless such Fees (or part thereof) have previously been paid.

6. Non-Delivery of Services

Acorn House reserves the right to cancel or withdraw a service at its sole discretion. 

Acorn House expressively excludes any liability for any direct or indirect losses or damages howsoever arising as a result of such cancellation and will not, for example, be responsible for any travel or accommodation costs incurred. In the event of cancellation, Acorn House will use reasonable endeavours to inform clients of the cancellation. 

7. Use of Acorn House Payment Gateway

Acorn House reserves the right to suspend, modify or amend the Site at any time and the goods and services offered.

8. Limitations and Exclusions

Nothing in these Terms and Conditions shall render Acorn House liable to indemnify you in respect of any liability of any kind incurred by you to any other person but this is not an exclusion of any liability that may arise by virtue of a breach by Acorn House of these Terms and Conditions or any negligence on the part of Acorn House, its employees or agents.

9. Communication with Acorn House and Acorn House’s Intellectual Property Rights

When you visit the Site or send an e-mail to Acorn House, you are communicating with Acorn House electronically. Acorn House may communicate with you by e-mail or by posting notices on the Site. For contractual purposes, you consent to receive communications from Acorn House electronically and agree that all agreements, notices, disclosures and other communications that Acorn House provides to you electronically in respect of an Order satisfies any legal requirement that such communications be in writing.
All content including pictures, designs, logos, photographs, text written and other materials on the Site and associated with the goods or services purchased by you are owned, controlled or licensed to Acorn House. Acorn House’s intellectual property rights are protected by Law. Unauthorised use of such content is prohibited.

10. Risk and Title of Goods and Services

Ownership of the goods will only pass to you when you receive an email or paper receipt from Acorn House confirming receipt of all sums due in respect of the goods, including any additional or supplementary charges.

If for any reason you have not collected the goods from the Collection Point on the date Acorn House has specified that the goods are ready for collection, risk in the goods will pass to you on that date and Acorn House will not be responsible for their safekeeping.

The services shall be provided on the date specified on the Site for that particular service. Acorn House shall itself and ensure that others will provide services with all reasonable skill and care.

11. Security

Acorn House is committed to maintaining your privacy and, for this reason, all payments are made using a specialist payment service provider. All personal data and payment details, which are entered through the Site, are encrypted to comply with the Payment Card Industry Data Security Standard (PCI DSS).

Acorn House shall not be liable for any failure by you to properly protect data from being seen on their screen by other persons or otherwise obtained by such other persons, during the online payment process or in respect of any omission to provide accurate information in the course of the online payment process.
Once your payment transaction has been completed you will be redirected back to the Site where you will receive an email confirmation of your payment.

12. Force Majeure

Acorn House reserves the right to defer the date of delivery of services or collection of goods or to cancel the delivery of services or supply of goods in the case of any circumstances which are beyond its reasonable control and which prevents or hinders the delivery of the goods or services.

13. Privacy Statement and Data Protection

Acorn House is committed to protecting your privacy. Acorn House will only use your personal details, collected when you use the Site, lawfully and in accordance with the principles of the Data Protection Act 2018. Acorn House will ensure that your personal data is kept confidential and is not used or disclosed other than as provided for under these Terms and Conditions or as required by law.

In accordance with the Data Protection Act 2018, Acorn House will hold and process the information provided by you only for the purposes of supplying the goods or services which are the subject of your Order.

We will not email or mail you in the future unless you have given us prior consent to do so. We will not collect sensitive information about you without your consent. We do not sell, rent or otherwise make available any personal data submitted by visitors to the Site to third parties.

If you are providing personal data relating to other people you are responsible for obtaining their consent.

Links from the Site may take you to sites not covered by our Privacy Statement. We recommend you check the privacy policies for these sites before submitting any personal data.

We may use technology to track the patterns of behaviour of visitors to the Site. This can include using a “cookie” which would be stored on your browser. You can usually modify your browser to prevent this activity.

14. Third Parties

The Contracts (Right of Third Parties) Act 1999 is excluded from applying to contracts made under these Terms and Conditions and nothing in these Terms and Conditions confers or purports to confer on any third party any benefit or any right to enforce any term or condition.

15. Law and Jurisdiction

These Terms and Conditions and all Orders and payments placed via the Site will be governed by and construed in accordance with English Law and all parties submit to the exclusive jurisdiction of the English Courts.

16. Complaints and Acorn House’s contact details

If you have a query regarding your pet or animal care, please contact us as follows

By post:

Acorn House Veterinary Hospital
Linnet Way
MK41 7HN

By email:

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Acorn House Veterinary HospitalLinnet WayBrickhillBedfordBedfordshireMK41 7HN01234 261839find us