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How appointments, payment, consent, prescriptions, hospitalisation and communication work at EverCare, set out in full.
At EverCare Veterinary Clinic, our policies are designed to provide a safe, respectful, and well-organised experience for every pet, pet parent, visitor, and team member.
By booking an appointment or using our veterinary services, clients agree to follow the applicable clinic policies outlined below.
Last updated: July 2026
Appointments are recommended to help our veterinary team provide each patient with the appropriate time and attention.
We kindly ask clients to arrive at least 10 minutes before their scheduled appointment to allow time for registration, updating medical information, and completing any required forms.
Appointment times are reserved for individual patients. Clients bringing more than one pet should inform our team when booking so that sufficient time can be allocated.
While we aim to see every patient at the scheduled time, delays may occasionally occur due to emergencies, critical cases, or procedures requiring additional medical attention. We appreciate your patience and understanding.
Clients who expect to arrive late should contact the clinic as soon as possible.
Depending on the length of the delay, the veterinarian’s schedule, and the needs of other patients, a late appointment may:
This ensures that delays do not negatively affect other scheduled patients.
Clients who need to cancel or reschedule an appointment should provide as much notice as possible.
Providing early notice allows the appointment to be offered to another pet that may require care.
Repeated late cancellations or missed appointments may result in:
Deposits may be non-refundable when an appointment is cancelled without sufficient notice, subject to the applicable booking terms communicated at the time of confirmation.
Walk-in patients are welcome, subject to the availability of the veterinary team.
Scheduled appointments and emergency cases may be prioritised ahead of non-urgent walk-in patients.
Waiting times cannot be guaranteed for walk-in visits. Our reception team will provide an estimated waiting time whenever possible.
To protect the safety and comfort of all patients, clients, and team members:
Providing accurate behavioural and medical information allows our team to prepare appropriately and provide a safer, calmer experience.
If your pet is experiencing a life-threatening emergency, please call EverCare Veterinary Clinic immediately before travelling to the clinic.
Calling ahead allows our team to:
Emergency cases are prioritised according to medical urgency rather than order of arrival.
The clinic’s ability to receive and treat an emergency patient is subject to the availability of the veterinary team, equipment, facilities, and required level of care. Where necessary, the client may be advised to attend another veterinary hospital or emergency facility.
Urgent medical concerns should not be communicated through social media comments, direct messages, or non-emergency messaging channels, as these platforms may not be monitored continuously.
We understand that concerns about a pet’s health can be emotional and stressful. Our team is committed to communicating with compassion, patience, and professionalism.
We expect clients and visitors to treat our team, other clients, and animals with the same level of respect.
The following behaviour will not be accepted:
EverCare Veterinary Clinic reserves the right to suspend or refuse non-emergency services when necessary to protect the safety and wellbeing of patients, clients, and team members.
Serious incidents may be reported to the appropriate authorities.
Clients may request a written estimate before approving diagnostic tests, procedures, surgery, hospitalisation, or other recommended treatments.
Estimates are based on the patient’s known condition and the information available at the time they are prepared.
The final cost may change if:
Whenever reasonably possible, our team will contact the registered owner or authorised representative before proceeding with treatment that significantly exceeds the original estimate.
In urgent or life-threatening situations, immediate stabilisation may be recommended before a complete estimate can be prepared.
Payment is due when veterinary services, treatments, medications, products, or procedures are provided, unless an alternative arrangement has been confirmed by the clinic in writing.
This applies to services including:
Accepted payment methods are subject to availability and may include:
Clients should contact the clinic to confirm the payment methods currently available.
EverCare Veterinary Clinic may require a deposit or advance payment before providing certain services, including:
The required deposit will be communicated before treatment whenever reasonably possible.
Additional payments may be requested during treatment or hospitalisation if the cost approaches or exceeds the amount already paid.
Any outstanding balance must be settled before the patient is discharged, unless otherwise agreed in writing.
Consultation fees, diagnostic services, treatments, procedures, laboratory services, and professional services that have already been provided are generally non-refundable.
Prescription medications, opened products, temperature-controlled items, special orders, and products that have left the clinic may not be returnable or refundable for safety, hygiene, and regulatory reasons.
A refund or replacement may be considered where:
Approved refunds will be processed using the clinic’s applicable payment and finance procedures.
Pet insurance coverage, exclusions, reimbursement amounts, waiting periods, and claim requirements vary between insurance providers and individual policies.
Unless direct billing has been specifically confirmed, clients remain responsible for paying EverCare Veterinary Clinic directly and submitting a reimbursement claim to their insurance provider.
Upon request, the clinic may provide available supporting documents, including:
The approval, rejection, processing time, and reimbursement amount of an insurance claim are determined by the insurance provider.
EverCare Veterinary Clinic cannot guarantee that any treatment, medication, procedure, or service will be covered by an insurance policy.
Veterinary examinations, diagnostic testing, procedures, sedation, anaesthesia, surgery, and hospitalisation require consent from the pet’s registered owner or an authorised representative.
Clients are responsible for:
Certain treatments or procedures may require a separate written consent form.
In an emergency, the veterinary team may recommend immediate stabilisation to prevent unnecessary suffering or protect the patient’s life, subject to the consent provided and the clinic’s ability to contact the owner.
Our veterinary team will explain recommended diagnostic tests, treatment options, expected benefits, potential risks, and medically appropriate alternatives whenever possible.
Clients are encouraged to ask questions before approving treatment.
Where a client declines recommended diagnostic tests, treatment, hospitalisation, referral, or follow-up care, the veterinarian may request written confirmation that the recommendation and potential consequences have been explained.
EverCare respects a client’s right to make informed decisions. However, the clinic may be unable to continue providing a particular service where the requested approach would be medically inappropriate, unsafe, unethical, or contrary to applicable professional requirements.
Veterinary medicine involves biological and medical factors that cannot always be predicted or controlled.
Although our team is committed to providing professional and compassionate care, no specific medical result, recovery time, treatment response, or surgical outcome can be guaranteed.
Outcomes may be influenced by:
Clients should contact the clinic promptly if a patient’s condition changes or worsens.
Prescription medications can only be issued when the veterinarian has sufficient knowledge of the patient’s condition and a valid veterinary relationship exists.
A consultation, physical examination, diagnostic test, or follow-up appointment may be required before a medication can be prescribed, dispensed, or renewed.
Clients must follow all dosage, storage, handling, and administration instructions provided by the veterinary team.
Medication must not be:
The clinic should be informed immediately if the patient experiences a suspected adverse reaction.
Some diagnostic samples may be processed by external laboratories, imaging providers, specialists, or referral centres.
Estimated turnaround times may be affected by:
The veterinary team will contact the registered owner or authorised representative when results are available and explain any recommended next steps.
Pets admitted to EverCare Veterinary Clinic will receive monitoring and treatment based on their medical condition, the agreed treatment plan, and the clinic’s available facilities.
Medical updates will be provided to the registered owner or authorised representative at suitable intervals.
Update times may vary depending on:
Clients should ensure that their contact details remain current and that they are reasonably available while their pet is hospitalised.
Visits to hospitalised pets are subject to:
Visits may be restricted, delayed, shortened, or declined where they may cause stress, interfere with treatment, or create a health and safety risk.
Clients should avoid leaving valuable or irreplaceable belongings with hospitalised pets.
Blankets, toys, collars, leads, carriers, clothing, and other personal items are left at the owner’s risk.
Although our team will take reasonable care, EverCare Veterinary Clinic cannot guarantee against loss, damage, contamination, or disposal where an item creates a medical, hygiene, or safety concern.
Before discharge, the veterinary team will provide relevant instructions regarding:
Clients are responsible for following the discharge instructions and contacting the clinic if:
Follow-up consultations, repeat tests, dressing changes, medications, and additional treatment may involve separate charges unless they were specifically included in the original treatment plan.
A veterinarian may recommend referral to a specialist, emergency hospital, diagnostic centre, or another veterinary provider when the patient requires services, equipment, monitoring, or expertise that are not available at EverCare Veterinary Clinic.
The client is responsible for arranging and paying for external services unless otherwise confirmed.
EverCare may share relevant medical information with the receiving veterinary provider when authorised by the owner or where necessary for continuity of care.
Clients are responsible for providing accurate and current telephone numbers, email addresses, and emergency contact details.
The clinic may use the contact information provided to communicate about:
Messaging services and email should not be used for life-threatening emergencies.
Medical advice cannot always be provided safely without examining the patient. The veterinary team may recommend booking a consultation rather than providing advice remotely.
EverCare Veterinary Clinic welcomes feedback, suggestions, and concerns.
Clients who have a concern are encouraged to raise it as soon as possible so that the matter can be reviewed accurately and fairly.
Step 1: Speak With the Care Team
Please speak with the veterinarian or team member responsible for your pet’s care. Many concerns can be clarified or resolved immediately.
Step 2: Speak With the Clinic Manager
If the concern remains unresolved, clients may request to speak with the clinic manager.
Step 3: Submit a Written Complaint
A written complaint may be submitted through EverCare Veterinary Clinic’s official email address or website contact form.
The complaint should include:
Complaints will be handled respectfully and as confidentially as reasonably possible.
The clinic may need to review medical records, invoices, communications, staff statements, CCTV footage, or other relevant information before providing a final response.
EverCare will aim to acknowledge, investigate, and respond to complaints as promptly and fairly as possible.
EverCare Veterinary Clinic may update these policies when necessary to reflect changes in clinic operations, available services, medical procedures, payment arrangements, or applicable requirements.
The most recent version will be published on the EverCare Veterinary Clinic website or made available upon request.
By booking an appointment, approving treatment, or using EverCare Veterinary Clinic’s services, clients acknowledge that they have reviewed and accepted the applicable clinic policies.
Whether your pet needs a routine check-up, advanced medical support or a little extra care, EverCare is open every day from 9:00 AM to 9:00 PM.