Effective Date: February 2026
Business Name: Australian Cat Hospitals Richmond ABN: 85665485272 Trading As: Melbourne Cat Vets Richmond
Business Name: Australian Cat Hospitals Fitzroy ABN: 79603971393 Trading As: Melbourne Cat Vets Fitzroy

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• Application of Terms

  • These Terms and Conditions apply to all veterinary services provided by Melbourne Cat Vets Richmond and Melbourne Cat Vets Fitzroy (the Practice) to clients and their feline patients.

  • By engaging our services, attending appointments, admitting your cat for treatment, or otherwise interacting with the Practice, you agree to be bound by these Terms.

  • These Terms may be updated from time to time and the current version will be published on our website.

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• Provision of Veterinary Services

  • The Practice provides veterinary services exclusively to feline patients.

  • All services are provided in accordance with the Veterinary Practice Act 1997 (Vic), applicable professional standards, and relevant public health and radiation safety legislation where applicable.

  • Veterinary medicine is not an exact science. While all reasonable care and skill will be exercised, no guarantee of outcome can be provided.

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• Privacy and Collection of Personal Information

  • The Practice collects personal information in accordance with the Privacy Act 1988 (Cth)

  • Information may be used for:

    • ​​​​​Providing veterinary services

    • Communicating about your cat’s care

    • Administrative and billing purposes

    • Compliance with regulatory obligations

  • Information may be shared with veterinary laboratories, specialist referral centres, insurance providers with consent, and regulatory authorities where required by law.

  • Clinical records remain the property of the Hospital. Copies may be provided upon request​​

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• Use of AI-Assisted Clinical Documentation

  • To improve accuracy, efficiency, and quality of medical records, the Practice may use secure AI-assisted documentation tools during consultations.

  • These systems may transcribe clinical discussions, assist in drafting medical notes, and support record-keeping accuracy.

  • AI systems are used only as documentation aids. Clinical decisions are made solely by registered veterinarians. No automated clinical decisions are made by AI systems.

  • Data is handled in accordance with Australian privacy laws. Information is not used for marketing.

  • By engaging our services, you consent to the use of AI-assisted note-taking for documentation purposes, unless you explicity decline to do so - this can be discussed with the attending veterinarian and we are happy to comply with this request.

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• Client Authority and Responsibility

  • By presenting a cat for treatment, you warrant that:

    • You are the legal owner of the cat or authorised to consent to treatment.

    • You accept financial responsibility for all services provided.

    • You have disclosed all relevant medical disease history.

    • Failure to provide accurate information may affect treatment outcomes and may limit the Practice’s liability where permitted by law.

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• Consent to Treatment

  • Written consent is required for surgical procedures, anaesthesia or sedation, hospitalisation, and euthanasia where applicable.

  • Where a cat requires urgent or life-saving treatment and the owner cannot be contacted, the Practice may proceed in the animal’s welfare.

  • The Practice reserves the right to decline or discontinue treatment where clinically or ethically appropriate.

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• Estimates and Fees

  • Treatment estimates are approximate only and may vary depending on clinical findings.

  • If additional procedures are required during treatment, reasonable attempts will be made to contact you. You may nominate an authorised financial limit.

  • Unless prior written arrangements are made:

    • ​Payment is due at the time of patient discharge.

    • Deposits may be required for hospitalisation or surgery.

    • Outstanding accounts may be referred for debt recovery.

  • ​​Nothing in these Terms excludes your rights under the Australian Consumer Law.

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• Pet Insurance

  • Full payment is required at the time of service regardless of insurance claim outcomes.

  • The Practice does not guarantee claim approval.

  • Direct claim facilities, if offered, are discretionary.

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• Anaesthesia and Procedural Risk

  • Anaesthesia and sedation carry inherent risks, including serious complications or death.

  • Pre-anaesthetic testing reduces but does not eliminate risk.

  • Complications may require further treatment and additional fees.

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• Diagnostic Testing and Imaging

  • Diagnostic testing may include laboratory testing, ultrasound, radiography, CT imaging and other modalities.

  • Results may be inconclusive and further testing may be recommended.

  • Where radiation is involved, procedures are conducted in accordance with the Radiation Act 2005 (Vic).

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• Hospitalisation

  • Hospitalisation carries inherent risks, including stress, disease progression, or unforeseen complications.

  • Daily hospitalisation fees apply.

  • If a cat is not collected when medically discharged and reasonable attempts to contact the owner fail, the Practice may act in accordance with applicable Victorian legislation regarding abandoned animals.

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• ​Infectious Disease and Biosecurity

  • The Practice maintains strict infection control protocols. However, despite reasonable precautions, infectious disease transmission cannot be entirely eliminated.

  • Isolation fees may apply for infectious cases.

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• Medications and Prescriptions

  • Medications are prescribed and dispensed in accordance with Victorian legislation.

  • Refills and repeat prescriptions may require re-examination (generally every 6-12 months)

  • Controlled drugs are dispensed strictly under regulatory requirements.

  • Adverse effects must be reported promptly.

  • Medications are generally non-refundable unless defective.

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• Workplace Safety and Behaviour

  • The Practice has obligations under the Occupational Health and Safety Act 2004 (Vic)

  • Aggressive, threatening or abusive behaviour toward staff will not be tolerated.

  • The Practice reserves the right to refuse service where safety concerns arise.

  • Children must be supervised at all times.

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• Complaints and Dispute Resolution

  • Concerns should be directed to Practice Management in writing (email or via online feedback survey)

  • If unresolved, complaints may be referred to the Veterinary Practitioners Registration Board of Victoria or Consumer Affairs Victoria.​

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