Terms of Service

1. Acceptance of Terms

By accessing and using the services of Coastcare Mobile Vet ("we", "us", "our"), you accept and agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.

These terms apply to all veterinary services provided by Coastcare Mobile Vet, including but not limited to consultations, treatments, vaccinations, and emergency care services.

2. About Our Services

Coastcare Mobile Vet provides mobile veterinary services in Sydney, New South Wales, Australia. Our services include:

• Home veterinary consultations and examinations
• Vaccinations and preventive care
• Diagnostic services and treatments
• Senior pet health checks
• Skin consultations
• Nail trimming and grooming services
• Compassionate home euthanasia services
• Other veterinary services as agreed

All services are provided by qualified and registered veterinarians in accordance with the Veterinary Surgeons Act 1986 (NSW) and the Australian Veterinary Association Code of Professional Conduct.

3. Service Area and Availability

Our mobile veterinary services are available in the following areas:

• Upper North Shore (Hornsby, Pennant Hills, Asquith, St Ives, Pymble, Turramurra, Wahroonga, Mount Colah and surrounds)
• Central Coast (Mooney Mooney, Brooklyn, Berowra, Mount White, Kariong, Gosford, Woy Woy, Erina, Terrigal and surrounds)
• Northern Central Coast (San Remo, Doyalson, Wyong, Warnervale, Tuggerah and surrounds)

Service availability is subject to scheduling and geographic limitations. We reserve the right to decline service requests outside our service areas or when we are unable to accommodate your requested time.

4. Appointments and Booking

4.1 Booking Process

Appointments can be booked through our online booking system, by phone (0412 886 953), or by email ([email protected]). All bookings are subject to availability and confirmation.

4.2 Appointment Times

Our standard operating hours are:

• Monday to Friday: 8:00 AM to 6:00 PM
• Saturday: 10:00 AM to 2:00 PM
• Sunday: Closed

We will make reasonable efforts to accommodate your preferred appointment time, but cannot guarantee specific time slots.

4.3 Cancellation and Rescheduling

If you need to cancel or reschedule your appointment, please provide at least 24 hours' notice. Cancellations with less than 24 hours' notice may be subject to a cancellation fee of $50. No-shows without prior notice may be charged the full consultation fee.

We understand that emergencies arise, and we will consider these on a case-by-case basis.

5. Fees and Payment

5.1 Service Fees

Our service fees are displayed on our website and will be discussed with you before services are provided. All prices are in Australian Dollars (AUD) and include GST where applicable.

Standard consultation fees start from $120. Additional fees may apply for:

• Vaccinations and medications
• Diagnostic tests and procedures
• Extended consultation times
• After-hours or emergency services
• Travel fees for locations outside standard service areas

5.2 Payment Terms

Payment is required at the time of service unless prior arrangements have been made. We accept:

• Cash
• EFTPOS/Credit cards (Visa, Mastercard, American Express)
• Bank transfer (by prior arrangement)

Payment plans may be available for certain procedures by prior arrangement. Late payments may incur interest charges.

5.3 Refunds

Refunds will be considered in accordance with Australian Consumer Law. You are entitled to a refund if:

• The service provided was not of acceptable quality
• The service was not fit for purpose
• The service did not match the description provided

Refunds for medications and consumables are generally not available once dispensed, except where required by law or in cases of product defects.

6. Veterinary Care and Treatment

6.1 Standard of Care

We are committed to providing high-quality veterinary care in accordance with:

• Australian Veterinary Association Code of Professional Conduct
• Veterinary Surgeons Act 1986 (NSW)
• Relevant state and federal legislation
• Best practice veterinary medicine standards

6.2 Treatment Decisions

All treatment decisions will be made in consultation with you, the pet owner. We will:

• Explain recommended treatments and procedures
• Discuss treatment options, risks, and expected outcomes
• Obtain your informed consent before proceeding with treatments
• Provide written estimates for significant procedures when requested

6.3 Limitations of Mobile Services

While we provide comprehensive mobile veterinary services, certain procedures may require referral to a full-service veterinary clinic or specialist facility. We will advise you if your pet requires services beyond what we can provide in a mobile setting, including:

• Major surgical procedures
• Advanced diagnostic imaging (X-rays, CT scans, MRI)
• Hospitalisation and intensive care
• Specialist consultations

7. Client Responsibilities

As a client, you agree to:

• Provide accurate information about your pet's health history and current condition
• Ensure your pet is safely restrained and under control during the visit
• Provide a safe and appropriate environment for the veterinary consultation
• Follow treatment recommendations and medication instructions
• Notify us immediately of any adverse reactions or concerns
• Keep scheduled appointments or provide adequate notice of cancellation
• Ensure all pets are up to date with required vaccinations where applicable

You are responsible for the behaviour of your pets and any other animals present during the visit. We reserve the right to refuse service if we feel unsafe or if the environment is unsuitable for providing veterinary care.

8. Emergency Services

For life-threatening emergencies, please contact:

• Your nearest 24-hour emergency veterinary clinic
• Animal Emergency Service
• North Shore Veterinary Emergency Clinic

While we may be able to assist with urgent matters during business hours, we are not a 24-hour emergency service. For after-hours emergencies, please contact your local emergency veterinary clinic.

9. Privacy and Confidentiality

We are committed to protecting your privacy and the confidentiality of your pet's medical records in accordance with:

• Privacy Act 1988 (Cth)
• Health Records and Information Privacy Act 2002 (NSW)
• Our Privacy Policy

Your personal information and your pet's medical records will only be used for the purpose of providing veterinary services and will not be disclosed to third parties without your consent, except as required by law.

10. Limitation of Liability

10.1 General Limitation

To the maximum extent permitted by Australian Consumer Law, our liability for any loss or damage (including indirect, consequential, or special loss) arising from our services is limited to:

• The cost of re-supplying the service, or
• The cost of the service provided

10.2 Australian Consumer Law

Nothing in these terms excludes, restricts, or modifies any rights you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Our services come with guarantees that cannot be excluded under Australian Consumer Law, including:

• Services must be provided with due care and skill
• Services must be fit for purpose
• Services must match their description

10.3 Veterinary Medicine Limitations

Veterinary medicine, like human medicine, cannot guarantee outcomes. While we provide professional care to the best of our ability, we cannot guarantee:

• Complete recovery from illness or injury
• Prevention of all diseases
• Specific treatment outcomes
• Absence of complications

11. Intellectual Property

All content on our website, including text, graphics, logos, and images, is the property of Coastcare Mobile Vet and is protected by Australian copyright and trademark laws. You may not reproduce, distribute, or use our content without written permission.

12. Third-Party Services

Our website may contain links to third-party websites or services. We are not responsible for the content, privacy practices, or terms of service of third-party sites. Your use of third-party services is at your own risk.

13. Changes to Terms

We reserve the right to modify these Terms of Service at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes are posted constitutes acceptance of the modified terms.

We recommend reviewing these terms periodically to stay informed of any updates.

14. Termination

We reserve the right to refuse or discontinue service to any client at our discretion, including but not limited to cases where:

• Payment is not received
• There is a breach of these terms
• We feel unsafe or the environment is unsuitable
• There is abusive or threatening behaviour
• There is a conflict of interest

15. Governing Law

These Terms of Service are governed by the laws of New South Wales, Australia. Any disputes arising from these terms or our services will be subject to the exclusive jurisdiction of the courts of New South Wales.

16. Contact Information

If you have any questions about these Terms of Service, please contact us:

• Phone: 0412 886 953
• Email: [email protected]
• Business Hours: Monday to Friday 8am to 6pm and Saturdays 10am to 2pm

17. Severability

If any provision of these Terms of Service is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

18. Entire Agreement

These Terms of Service, together with our Privacy Policy, constitute the entire agreement between you and Coastcare Mobile Vet regarding the use of our services, superseding any prior agreements or understandings.