Viva Vets Ltd – Client Terms & Conditions
These terms are designed to be clear, fair, and comply with New Zealand laws including the Consumer Guarantees Act 1993.
Who We Are
- Clinic Name: Viva Vets Ltd (GST 144-017-188)
- Address: 38 Taharoto Road, Takapuna, Auckland 0622
- Contact: 09 918 9189 | reception@vivavets.co.nz
- Hours: Wednesday–Sunday, 8:30 am – 6:00 pm (Closed Mon/Tues)
- Emergencies: After hours, please attend a 24/7 emergency hospital listed on our signage or website, and ask them to share medical records with us.
Making Appointments & Giving Consent
- We’ll discuss your pet’s treatment options, costs, risks, and get your informed consent—written for all procedures, sedation, or anaesthesia.
- Please make sure decision-makers are available. In emergencies, our vets can act to protect your pet if you can’t be reached.
Fees, Payment & Estimates
- Our fees reflect our expertise, time, facilities, diagnostics, and medicines used.
- We’ll give you an estimate before treatment, but these are guides—final costs can change if your pet’s needs change.
- Please pay at the time of service or discharge (hospital cases). Deposits may be requested for surgery or advanced tests.
- Unpaid accounts may incur admin/collection costs. All prices include GST unless stated.
Cancellations & Missed Appointments
- Let us know at least 1 business day before a consult or 2 days before a procedure if you need to cancel. Late cancellations or non-attendance may incur a fee.
Insurance Claims
- We provide notes, invoices, and request pre-approvals where possible. You remain responsible for any amounts not paid by your insurer.
Medicines & Prescriptions
- Prescription medications (PM, RVM) are for animals under our care. We may ask for re-exams before repeats.
- Written prescriptions for use at other pharmacies cost $25 (incl. GST).
- Our pharmacy labels all medications, provides instructions, and offers safe medicine disposal.
- Controlled drugs require ID and signature.
- Please report any suspected medication reactions promptly.
Retail Products & Returns
- You can return unopened, unused retail products with proof of purchase within 14 days.
- Faulty goods are covered by the Consumer Guarantees Act.
Patient Records & Privacy
- We keep detailed records. You can request a copy or correction under the Privacy Act 2020.
- We only share information with those directly involved in your pet’s care, your insurer (with your consent), or as the law requires.
Photos & Case Studies
- With your consent, we may photograph your pet for medical records, education, or marketing. We won’t identify you by name without permission.
Anaesthesia, Sedation & Procedure Risks
- All procedures carry risks. We follow modern standards, discuss key risks, and seek your consent.
Referrals & Second Opinions
- We may suggest referring your pet to a specialist or emergency hospital. You’re always welcome to seek a second opinion—just ask us and we’ll send records.
Unclaimed Animals & Overdue Balances
- If pets stay uncollected beyond the arranged time and we can’t reach you, we’ll act to protect their welfare and recover costs. Unpaid fees may be sent to a collection agency.
Website & Online Information
- Website content is general advice only—not a substitute for an exam by a veterinarian.
Complaints
- If you have concerns, please contact our practice manager. For professional conduct issues, you may contact the Veterinary Council of New Zealand.
Your Consumer Rights
- You’re protected by NZ consumer law. Services must be provided with care and skill, fit for purpose, and remedies are available if guarantees aren’t met.
Changes to These Terms
- We may update these terms as needed. The current version on our website applies at time of booking or treatment.
Note for Clients
If you have any questions or need clarification, please talk to our reception team or email us at reception@vivavets.co.nz.
This format is for your convenience—please also review our full Terms & Conditions, and we recommend that you seek advice if needed.
This format builds trust and transparency by presenting your clinic’s policies in accessible, client-friendly language while fully meeting legal requirements.
