Our Agreement With You: Key Things to Know

Welcome to Advanced Vetcare. We’re here to provide the best possible specialist care for your pet. This document explains how we work together. Please read it carefully.

We will always use our professional skills and experience to provide the highest standard of care for your pet, following all relevant veterinary laws in Victoria.

Your agreement with us begins when you start your consultation with one of our vets, not when you book the appointment. A consultation fee will apply at this point. We reserve the right to charge a late cancellation fee.

If your pet needs further tests, procedures, or hospital stays, we will give you a consent form. This form will provide an estimate of the costs and explain pertinent risks involved.

• • You can book a specialist appointment at our Kew, Kensington, or Geelong locations.

• • We run an emergency service at each clinic and our emergency teams are available to see consults on a walk-in basis. Please call ahead if you can, and we will prepare for your arrival.

• • Sometimes, things outside of our control may mean we cannot guarantee an appointment or provide immediate care.

• • In a critical emergency where we can’t reach you, we may provide essential treatment to save your pet’s life or prevent suffering.

Estimates: We will provide an estimate for the cost of services. Please be aware that this is an estimate, not a quote, and the final bill will reflect the actual treatment your pet receives.

Payment: Payment is required in full when you pick up your pet. We accept cash, major credit/debit cards, and offer several third-party payment plans (which must be set up before your pet goes home). Please check our website for further details: Information for pet owners.

Pet Insurance: We are happy to help with your pet insurance. We can submit claims directly to your insurer for you and have GapPay availability at Kensington and Kew. However, you are still responsible for paying any excess, amounts not covered by your policy, and the full bill if your claim is denied.

Late Payments: If bills are not paid, we may need to use a debt collection agency to recover the costs.

We have a strict policy against any threatening, abusive, or violent behaviour towards our staff. We reserve the right to refuse service if this policy is not respected. Your cooperation helps us maintain a safe and supportive environment for everyone.

• • We can only prescribe medication for pets under our direct care, as required by law.

• • We believe in teamwork and will share all important clinical information about your pet’s treatment with your regular veterinarian.

To protect the privacy of our staff, clients, and patients, using cameras or recording devices is not allowed on our premises.

If you have any questions or are concerned about the care your pet has received, please contact our Practice straight away. We are here to help and will do our best to resolve any issues promptly.