CLIENT SERVICE AGREEMENT
Effective Date: 1st July 2026
1. About Us
Manukau Veterinary Referral Centre provides referral veterinary services for dogs and cats.
Contact Details
Manukau Veterinary Referral Centre
15 Jack Conway Avenue
Manukau 2104
Phone: 09 390 0244
Email: [email protected]
Opening Hours
Monday to Friday: 9:00 am – 6:00 pm
Saturday: Closed
Sunday: Closed
Public Holidays: Closed
We are a referral-only practice. Patients are accepted for consultation, diagnosis, treatment and surgery following referral from a veterinarian.
2. Services Provided
We provide referral veterinary services for dogs and cats, including:
3. Acceptance of Animals into Our Care
By engaging our services, you request that we accept responsibility for providing veterinary care relating to the condition for which your animal has been referred.
The veterinary-client-patient relationship begins on the date of your animal's first consultation or admission to our practice.
This relationship remains active while your animal is receiving care from us and expires 12 months after your animal's most recent consultation unless renewed.
This agreement may be reviewed annually or whenever there is a material change to our services, applicable legislation, professional standards, or your animal's circumstances.
4. Authorised Representatives
We may accept instructions from a person presenting your animal who reasonably represents that they have the authority to act on your behalf.
You remain responsible for decisions relating to your animal's care and for all fees incurred, regardless of who presents the animal to us.
We reserve the right to decline instructions where we have reason to doubt a person's authority or where doing so is in the interests of animal welfare.
5. Emergency and After-Hours Care
After-hours emergency veterinary services for patients under our care are provided by Manukau After Hours Veterinary Clinic.
15 Jack Conway Avenue
Manukau 2204
Phone: 09 277 8383
If your animal requires urgent veterinary attention outside our normal opening hours, please get in touch with Manukau After Hours Veterinary Clinic directly.
Information relevant to your animal's treatment may be shared between Manukau Veterinary Referral Centre and Manukau After Hours Veterinary Clinic to ensure continuity of care.
6. Consent to Examination and Treatment
Veterinary procedures, investigations, anaesthesia and surgery involve inherent risks, including the possibility of complications, unexpected outcomes or death.
We will seek informed consent before undertaking procedures wherever practicable.
If urgent treatment is required to prevent pain, suffering, deterioration of health or significant welfare compromise, and we are unable to contact you despite reasonable efforts, you authorise us to provide treatment that we consider reasonably necessary in your animal's best interests.
Specific informed consent for individual procedures will be obtained separately where required.
7. Fees and Payment
Fees are determined by factors including professional time, complexity of treatment, surgery, hospitalisation, diagnostic testing, medications and consumable materials.
Any estimate provided is an estimate only and is not a fixed quotation. Actual costs may vary if additional investigations, treatments or unforeseen complications arise.
Payment is due at the time of discharge unless alternative arrangements have been agreed in writing.
Appointment and Surgery Cancellations
Surgical procedures and advanced diagnostic appointments require the reservation of operating theatre time, facilities, equipment and specialist staff.
If you need to cancel or postpone a scheduled procedure, we ask that you provide as much notice as possible.
Where a surgical procedure or hospital admission is cancelled with insufficient notice, or where a client fails to attend a scheduled procedure, Manukau Veterinary Referral Centre reserves the right to charge a cancellation fee of up to $500 (including GST) at its discretion.
In determining whether a cancellation fee will be charged, and the amount charged, we may consider factors including the notice provided, the reason for cancellation, and our ability to reallocate the appointment.
Cancellation fees are payable immediately and may be added to the client's account.
Overdue Accounts
We reserve the right to suspend non-emergency services where accounts remain unpaid.
Emergency treatment necessary to relieve pain and suffering will not be withheld solely because of an outstanding account.
Overdue accounts may be referred to a debt collection agency, and any reasonable collection costs may be added to the amount owing where permitted by law.
8. Privacy and Personal Information
We collect, store and use personal information in accordance with the Privacy Act 2020 and our Privacy Policy.
Information may be shared where appropriate with:
9. Use of Clinical Images
As part of your animal's care, we may take photographs, radiographs, videos or other images for clinical, diagnostic, treatment, educational, training, quality assurance and record-keeping purposes.
Unless you advise us otherwise, you consent to Manukau Veterinary Referral Centre using de-identified images of your animal for educational, marketing and promotional purposes, including on our website, social media platforms, newsletters, presentations and professional publications.
We will make reasonable efforts not to identify you as the owner of the animal without your specific consent.
You may withdraw or modify this consent at any time by notifying us in writing.
10. Clinical Records
Clinical records, radiographs, photographs, diagnostic images, laboratory reports and related materials created during your animal's care remain the property of Manukau Veterinary Referral Centre.
Copies of your animal's records will be provided on request.
Upon written request, records will be transferred to another veterinary practice to facilitate continuity of care.
11. CCTV and Recording
For the safety and security of patients, clients, visitors and staff, CCTV surveillance may operate in parts of our premises.
Audio or video recording of consultations or within clinic premises should not occur without the consent of all parties involved.
12. Limitation of Liability
While we will exercise reasonable skill, care and professional judgement in providing veterinary services, veterinary treatment carries inherent risks and outcomes cannot be guaranteed.
Nothing in this agreement limits or excludes any rights available to consumers under the Consumer Guarantees Act 1993 or any other applicable New Zealand legislation.
To the extent permitted by law, we will not be liable for indirect, consequential or economic losses arising from veterinary services provided.
13. Ending the Relationship
You may end your relationship with our practice at any time.
We may end the relationship by providing reasonable notice where appropriate and where animal welfare will not be compromised.
Outstanding fees remain payable following termination.
Where ongoing care is required, we will facilitate transfer of clinical records to another veterinary provider upon request.
Our responsibility for an animal also ends when the animal has not been seen by us for 24 months.
14. Complaints and Dispute Resolution
If you have concerns regarding any aspect of our service, we encourage you to discuss them with the attending veterinarian in the first instance.
If the matter is not resolved, please contact one of the Practice Directors:
Phone: 09 390 0244
Email: [email protected]
We are committed to addressing concerns fairly, respectfully and promptly.
Where a dispute cannot be resolved through discussion, either party may propose mediation before commencing legal proceedings.
Complaints regarding professional conduct may also be made to the Veterinary Council of New Zealand.
15. Changes to These Terms
We may update this Client Service Agreement from time to time to reflect changes in legislation, professional requirements, services or business operations.
The current version will always be available on our website and will take effect from the date published.
Effective Date: 1st July 2026
1. About Us
Manukau Veterinary Referral Centre provides referral veterinary services for dogs and cats.
Contact Details
Manukau Veterinary Referral Centre
15 Jack Conway Avenue
Manukau 2104
Phone: 09 390 0244
Email: [email protected]
Opening Hours
Monday to Friday: 9:00 am – 6:00 pm
Saturday: Closed
Sunday: Closed
Public Holidays: Closed
We are a referral-only practice. Patients are accepted for consultation, diagnosis, treatment and surgery following referral from a veterinarian.
2. Services Provided
We provide referral veterinary services for dogs and cats, including:
- Dentistry and oral surgery
- Orthopaedic surgery
- Soft tissue surgery
- Diagnostic investigations
- Anaesthesia and peri-operative care
- Hospitalisation associated with referred conditions
3. Acceptance of Animals into Our Care
By engaging our services, you request that we accept responsibility for providing veterinary care relating to the condition for which your animal has been referred.
The veterinary-client-patient relationship begins on the date of your animal's first consultation or admission to our practice.
This relationship remains active while your animal is receiving care from us and expires 12 months after your animal's most recent consultation unless renewed.
This agreement may be reviewed annually or whenever there is a material change to our services, applicable legislation, professional standards, or your animal's circumstances.
4. Authorised Representatives
We may accept instructions from a person presenting your animal who reasonably represents that they have the authority to act on your behalf.
You remain responsible for decisions relating to your animal's care and for all fees incurred, regardless of who presents the animal to us.
We reserve the right to decline instructions where we have reason to doubt a person's authority or where doing so is in the interests of animal welfare.
5. Emergency and After-Hours Care
After-hours emergency veterinary services for patients under our care are provided by Manukau After Hours Veterinary Clinic.
15 Jack Conway Avenue
Manukau 2204
Phone: 09 277 8383
If your animal requires urgent veterinary attention outside our normal opening hours, please get in touch with Manukau After Hours Veterinary Clinic directly.
Information relevant to your animal's treatment may be shared between Manukau Veterinary Referral Centre and Manukau After Hours Veterinary Clinic to ensure continuity of care.
6. Consent to Examination and Treatment
Veterinary procedures, investigations, anaesthesia and surgery involve inherent risks, including the possibility of complications, unexpected outcomes or death.
We will seek informed consent before undertaking procedures wherever practicable.
If urgent treatment is required to prevent pain, suffering, deterioration of health or significant welfare compromise, and we are unable to contact you despite reasonable efforts, you authorise us to provide treatment that we consider reasonably necessary in your animal's best interests.
Specific informed consent for individual procedures will be obtained separately where required.
7. Fees and Payment
Fees are determined by factors including professional time, complexity of treatment, surgery, hospitalisation, diagnostic testing, medications and consumable materials.
Any estimate provided is an estimate only and is not a fixed quotation. Actual costs may vary if additional investigations, treatments or unforeseen complications arise.
Payment is due at the time of discharge unless alternative arrangements have been agreed in writing.
Appointment and Surgery Cancellations
Surgical procedures and advanced diagnostic appointments require the reservation of operating theatre time, facilities, equipment and specialist staff.
If you need to cancel or postpone a scheduled procedure, we ask that you provide as much notice as possible.
Where a surgical procedure or hospital admission is cancelled with insufficient notice, or where a client fails to attend a scheduled procedure, Manukau Veterinary Referral Centre reserves the right to charge a cancellation fee of up to $500 (including GST) at its discretion.
In determining whether a cancellation fee will be charged, and the amount charged, we may consider factors including the notice provided, the reason for cancellation, and our ability to reallocate the appointment.
Cancellation fees are payable immediately and may be added to the client's account.
Overdue Accounts
We reserve the right to suspend non-emergency services where accounts remain unpaid.
Emergency treatment necessary to relieve pain and suffering will not be withheld solely because of an outstanding account.
Overdue accounts may be referred to a debt collection agency, and any reasonable collection costs may be added to the amount owing where permitted by law.
8. Privacy and Personal Information
We collect, store and use personal information in accordance with the Privacy Act 2020 and our Privacy Policy.
Information may be shared where appropriate with:
- Referring veterinarians
- Emergency and after-hours veterinary providers
- Diagnostic laboratories
- Veterinary specialists and consultants
- Pet insurers with your authority
- Debt collection agencies for the recovery of unpaid accounts
- Regulatory authorities where required by law
9. Use of Clinical Images
As part of your animal's care, we may take photographs, radiographs, videos or other images for clinical, diagnostic, treatment, educational, training, quality assurance and record-keeping purposes.
Unless you advise us otherwise, you consent to Manukau Veterinary Referral Centre using de-identified images of your animal for educational, marketing and promotional purposes, including on our website, social media platforms, newsletters, presentations and professional publications.
We will make reasonable efforts not to identify you as the owner of the animal without your specific consent.
You may withdraw or modify this consent at any time by notifying us in writing.
10. Clinical Records
Clinical records, radiographs, photographs, diagnostic images, laboratory reports and related materials created during your animal's care remain the property of Manukau Veterinary Referral Centre.
Copies of your animal's records will be provided on request.
Upon written request, records will be transferred to another veterinary practice to facilitate continuity of care.
11. CCTV and Recording
For the safety and security of patients, clients, visitors and staff, CCTV surveillance may operate in parts of our premises.
Audio or video recording of consultations or within clinic premises should not occur without the consent of all parties involved.
12. Limitation of Liability
While we will exercise reasonable skill, care and professional judgement in providing veterinary services, veterinary treatment carries inherent risks and outcomes cannot be guaranteed.
Nothing in this agreement limits or excludes any rights available to consumers under the Consumer Guarantees Act 1993 or any other applicable New Zealand legislation.
To the extent permitted by law, we will not be liable for indirect, consequential or economic losses arising from veterinary services provided.
13. Ending the Relationship
You may end your relationship with our practice at any time.
We may end the relationship by providing reasonable notice where appropriate and where animal welfare will not be compromised.
Outstanding fees remain payable following termination.
Where ongoing care is required, we will facilitate transfer of clinical records to another veterinary provider upon request.
Our responsibility for an animal also ends when the animal has not been seen by us for 24 months.
14. Complaints and Dispute Resolution
If you have concerns regarding any aspect of our service, we encourage you to discuss them with the attending veterinarian in the first instance.
If the matter is not resolved, please contact one of the Practice Directors:
Phone: 09 390 0244
Email: [email protected]
We are committed to addressing concerns fairly, respectfully and promptly.
Where a dispute cannot be resolved through discussion, either party may propose mediation before commencing legal proceedings.
Complaints regarding professional conduct may also be made to the Veterinary Council of New Zealand.
15. Changes to These Terms
We may update this Client Service Agreement from time to time to reflect changes in legislation, professional requirements, services or business operations.
The current version will always be available on our website and will take effect from the date published.