We want your experience with East Coast Bays Vet Clinic to be as straightforward as possible. These terms explain what you can expect from us and what we ask from you when using our veterinary services.
Appointments
Our online booking system is available for existing clients and selected appointment types.
If you are a new client, please contact the clinic directly to make an appointment.
If you are concerned that your pet is seriously unwell or needs urgent attention, please call us rather than booking online so we can help determine the most appropriate care.
We do our best to keep appointments running on time, but emergencies and complex cases can sometimes cause delays. We appreciate your patience when this happens.
Cancellations and Missed Appointments
If you need to cancel or change an appointment, please give us as much notice as possible. We ask for at least 24 hours' notice.
A small fee may apply to missed appointments or late cancellations.
If you repeatedly miss appointments or cancel at short notice, we may require a deposit before booking future appointments.
For some surgical procedures, we may also require a 25% deposit to secure your booking. This may apply to surgeries estimated at over $2,000 or where there has been a history of repeated late cancellations or missed appointments.
We will always explain any deposit or cancellation requirements when you make your booking.
Veterinary Care and Consent
Our vets will discuss your pet's condition, treatment options and expected costs with you wherever reasonably possible.
We will seek your consent before treatment. However, if your pet's condition changes unexpectedly and urgent treatment is needed, our veterinary team may use their professional judgement to provide necessary care where it is not reasonably practical to contact you first.
Veterinary medicine cannot guarantee a particular outcome. We will always provide care with reasonable skill and care and in accordance with our professional obligations.
Estimates and Payment
We will provide an estimate for treatment where appropriate.
Estimates are not fixed quotes, as your pet's needs can change during treatment. If significant additional treatment or costs become necessary, we will discuss these with you wherever reasonably possible.
Payment is generally due when your pet is discharged or when the service is provided.
We accept the payment methods available at the clinic. We do not generally offer payment plans unless specifically agreed with us beforehand.
If you have pet insurance, you remain responsible for payment of your account. We can assist with insurance claims where available, but we cannot guarantee that your insurer will reimburse you.
Your Responsibilities
To help us provide the best possible care, please tell us about anything relevant to your pet's health, including:
- Current medications and supplements
- Allergies or previous reactions
- Previous medical conditions
- Behavioural concerns, fear, or aggression
- Any changes in your pet's health or behaviour
Please follow the treatment and medication instructions provided by our veterinary team and contact us if you have concerns or your pet's condition changes.
Please also keep your contact details up to date.
Your Pet's Safety
We use Fear Free principles wherever possible to make veterinary visits less stressful for pets.
For everyone's safety, please let us know if your pet has previously been fearful, aggressive, or difficult to handle.
We may recommend changes to how your pet is handled or treated, including sedation where appropriate, if this is considered necessary for their safety and welfare.
Emergencies and After-Hours Care
Our normal opening hours and after-hours arrangements may vary.
If you believe your pet is experiencing an emergency, please contact us directly rather than relying on our online booking system.
If we are unable to provide the care your pet needs at that time, we will advise you about the most appropriate emergency or referral service where possible.
Privacy
We collect and use your personal information to provide veterinary care, manage appointments, communicate with you, process payments, and operate our clinic.
Some of the software and cloud services we use may store or process information outside New Zealand.
For more information about how we collect, use and protect your information, please see our Privacy Policy.
Our Website and Online Information
Information on our website, social media, and other online channels is provided for general information and is not a substitute for veterinary advice or an examination of your pet.
If you are worried about your pet, please contact the clinic.
We may update or change website content from time to time and cannot guarantee that our website will always be available or error-free.
Use of AI
We may use artificial intelligence (AI) tools for some administrative, communication, and operational tasks.
AI does not replace veterinary judgement or decision-making. We take reasonable steps to ensure that any use of AI is consistent with our privacy and confidentiality obligations.
More information is available in our Privacy Policy and AI Use Policy.
Respectful Behaviour
We want our clinic to be a safe and respectful environment for everyone.
We understand that pets can be stressful and that emotions can run high, particularly when an animal is unwell. We will always try to communicate respectfully and expect the same from our clients.
Abusive, threatening, or intimidating behaviour towards our team will not be tolerated.
In serious circumstances, we may need to limit how we communicate with you or end the client relationship, while continuing to meet any professional obligations we have towards your pet.
Complaints and Feedback
We value your feedback. If you have a concern about your pet's care or your experience with us, please contact the clinic so we have the opportunity to look into it and respond.
We will do our best to resolve concerns fairly and directly.
Your Rights
Nothing in these terms is intended to take away any rights you have under New Zealand law, including the Consumer Guarantees Act 1993, Fair Trading Act 1986, or Privacy Act 2020.
These terms are governed by New Zealand law.
Contact Us
East Coast Bays Vet Clinic
852 East Coast Road, Browns Bay, Auckland, New Zealand
Phone: (09) 478 3924
Email: info@ecbvet.co.nz
If you have any questions about these Terms of Service, please get in touch with our team.