Terms and Conditions

  • Introduction & Acceptance

By registering or using our veterinary telemedicine services (also referred to as Veterinary Telemedicine or VTM), you agree to these Terms, governed by New Zealand law, including the VCNZ Code of Professional Conduct and relevant statutes.

  • Definition & Scope of Veterinary Telemedicine

Veterinary Telemedicine refers to the delivery of veterinary services remotely through the use of telecommunications technology. This includes – but is not limited to – video consultations, phone calls, and secure messaging platforms. These services allow a veterinarian to assess, advise, monitor, and sometimes treat animals without being physically present with the patient at the time of the consultation.

Veterinary telemedicine is regulated under the Veterinary Council of New Zealand’s (VCNZ) Code of Professional Conduct. It requires veterinarians to uphold the same clinical, ethical, and record-keeping standards as traditional, in-person consultations.

Veterinary telemedicine may be used for:

  • Initial triage of health concerns to determine if urgent in-person care is needed
  • Follow-up consultations and monitoring of chronic or stable conditions
  • Behavioural advice, nutritional planning, and preventative care
  • Client education and support between physical exams
  • Assessment of photos, videos, or messages where appropriate for minor or non-urgent conditions
  • Establishing or continuing a veterinarian-client-patient relationship (VCPR), when the veterinarian is satisfied they have enough recent knowledge of the patient’s condition and context.

Veterinary telemedicine is not appropriate for:

  • Emergency or life-threatening conditions
  • Situations requiring a hands-on physical examination, diagnostics (e.g. bloodwork, radiographs), or procedures
  • Cases where the veterinarian is unable to obtain sufficient history or visual information to form a responsible clinical judgment
  • Prescribing restricted or high-risk medications without having seen the animal in person within an acceptable time frame
  • Veterinary telemedicine must always be used in a manner that protects animal welfare, upholds the veterinarian’s responsibility for clinical decision-making, and ensures clients are fully informed of the limitations of remote care.

The decision to use telemedicine is made at the discretion of the veterinarian, who must be confident they can meet their professional obligations using this modality.

  • Standards of Professional Practice

When using VTM, veterinarians must meet the same standards expected in traditional face‑to‑face consultations: client interview, adequate case information, obtaining informed consent, assuming responsibility for care, and assessing emergency support if needed.

VTM must not substitute required physical examination where needed, and vets should exercise professional judgment to determine appropriateness of remote care.

  • Eligibility & Vet–Client Relationship

We serve clients within New Zealand. Veterinarians must have sufficient recent knowledge—via in‑person visits or medical history—to prescribe treatment. If no recent physical examination exists, VTM may only be used for triage or general advice, not prescribing.

  • Technology, Privacy & Security

Consultations occur over secure, encrypted platforms (Signal). You must ensure the use of a private device and environment. Data (e.g., photos, videos) is stored securely, and any recordings retained only with documented consent.

  • Medical Records, Privacy & Documentation

We maintain complete and accurate clinical records in accordance with the Veterinary Council of New Zealand’s Code of Professional Conduct and professional standards for veterinary documentation.

  • Video and phone consultations are transcribed and summarised using dedicated veterinary medical record software. Each record includes relevant history, clinical reasoning, key components of any remote physical exam (as feasible), the veterinarian’s assessment, and the treatment or care plan.
  • Chat and text-based communications (including Signal or other encrypted messaging tools) are retained as part of the clinical record. These messages may include triage notes, client updates, treatment responses, or follow-up questions, and are treated with the same legal and clinical status as in-person notes.
  • Medical records are stored securely and confidentially. Information is kept offshore (USA) in cloud based storage and offline backups are kept within New Zealand in compliance with the Privacy Act 2020 and the Health Information Privacy Code 2020. You may request access to your pet’s medical records at any time, and you have the right to request correction of any information you believe to be inaccurate.
  • We retain records for the legally required minimum duration (currently 10 years) as set out by the VCNZ, and longer where appropriate for ongoing care.
  • Fees, Payment, Cancellation & Refunds
    • Payment Terms:Clients may choose either:
      • Weekly subscription payments (billed automatically) – for a 52 week commitment with automatic renewal, or
      • Annual upfront payment with automatic renewal.
    • Cancellation Policy:Due to the advance scheduling requirements for annual physical exams included in the comprehensive plan, cancellation must be requested at least one (1) month prior to your annual billing date, or by the 48th week of your subscription if paying weekly.

      Cancellations made after this cut off may result in the following physical examination being delivered and billed ($120). This ensures we can honour your included care and manage capacity for examinations fairly across all clients.

 

  • No Refunds:We do not offer refunds for any unused portion of the subscription. All services are delivered on an ongoing, scheduled basis and require forward planning, including allocation of veterinary resources. You are responsible for understanding your subscription commitments.
  • Diagnosis and Prescription Policy
    1. Diagnosis via TelemedicineVeterinary telemedicine consultations may support a diagnosis when the veterinarian is satisfied that sufficient clinical information has been provided to make a responsible professional judgment. This includes:
      • A thorough clinical history
      • Direct observation of the animal’s condition via video, photo, or detailed client description
      • Review of previous medical records (where available)
      • Assessment of client-provided updates or progress monitoring
      • Knowledge of the patient and their environment (ideally via a previous physical exam or direct visit)

      Limitations:

      A remote diagnosis will not be made if the veterinarian deems that:

      • The information available is inadequate to make a responsible clinical judgment
      • A physical examination, diagnostic imaging, laboratory testing, or hands-on assessment is required to reach a definitive conclusion
      • There is a risk to animal welfare in delaying in-person care

      If a diagnosis cannot be confidently made, the veterinarian may instead:

      • Offer a differential diagnosis
      • Recommend supportive care pending an in-person visit
      • Refer you to a local veterinary clinic for further workup

      The veterinarian will always clearly communicate when the limitations of telemedicine affect diagnostic certainty, and advise you on appropriate next steps.

 

  1. Prescription PolicyVeterinary prescriptions are governed by the Veterinary Medicines Regulations 2011, the ACVM Act, and the Veterinary Council of New Zealand’s Code of Professional Conduct. In all cases, veterinarians must satisfy themselves that it is safe, legal, and appropriate to prescribe medicines based on the consultation.

    We will only issue a prescription when the following criteria are met:

    • A valid veterinarian–client–patient relationship (VCPR) exists
    • The veterinarian has sufficient recent and personal knowledge of the animal to make a diagnosis and recommend treatment (typically involving an in-person physical exam within a reasonable time frame)
    • The veterinarian is satisfied that a remote consultation is adequate to assess the condition and determine the need for medication
    • The animal is not experiencing an emergency, or a condition requiring immediate in-person intervention

    We will not prescribe if:

    • The veterinarian cannot obtain adequate clinical information remotely
    • The animal has not been examined in person within a clinically appropriate period
    • The medication is classified as high-risk or controlled (e.g. sedatives, opioids), unless regulations and context specifically permit it
    • The request is for convenience or stockpiling, not clinical necessity

    Prescriptions are issued:

    • Electronically or via written script, depending on legal and logistical requirements
    • Only after a clear consultation and documentation of clinical reasoning
    • In accordance with the NZ Formulary for Animals and best-practice prescribing guidelines
  2. Responsibility and Follow-UpWhen a medicine is prescribed, the veterinarian:
    • Assumes clinical responsibility for the outcome
    • Will advise on dosage, side effects, contraindications, withholding periods (if relevant), and monitoring
    • May require follow-up by video or in-person consultation before repeating or renewing prescriptions

    You are expected to:

    • Use medications exactly as instructed
    • Store and administer them responsibly
    • Contact us if adverse effects, changes in condition, or lack of improvement occur

    All prescriptions, diagnoses, and clinical reasoning are recorded in your pet’s medical record.

  • Liability & Indemnification

We are not liable for indirect, consequential, or incidental damages arising from VTM. Liability is limited to the fee paid for the service. You indemnify us against claims arising from misuse or misinformation provided by you.

  • Client Responsibilities & Acceptance of Risk

By using our veterinary telemedicine services, you agree to the following responsibilities:

  • Provide Accurate Information: You must provide complete and truthful information regarding your animal’s health, symptoms, behaviours, and environment. Misleading or incomplete information can compromise the safety and quality of care.
  • Act on Veterinary Advice: You are responsible for following the veterinarian’s recommendations, including medication administration, monitoring, and seeking in-person care when advised.
  • Seek Emergency Care When Required: You agree to seek immediate in-person veterinary attention if your pet’s condition is life-threatening, rapidly deteriorating, or if you are instructed to do so by the veterinarian.
  • Maintain Communication: You must remain reachable for follow-up or clarifying questions after a consultation and are responsible for updating us if your pet’s condition changes.
  • Understand the Limitations of Telemedicine: You acknowledge that telemedicine consultations have inherent limitations due to the absence of a physical exam or diagnostics, and that any clinical advice is based solely on the information you provide and what can be observed remotely.
  • Assume Risk for Remote Assessment: You accept that decisions made via telemedicine, while made according to best clinical judgment and professional standards, carry a degree of uncertainty. By proceeding with a remote consultation, you acknowledge and accept that risk.
  • Service Availability & Emergency Responsibility
  • Availability: Our services are available during designated business hours, which will be communicated to you upon registration and may vary based on veterinarian availability.
  • After-Hours Support: We do not offer 24/7 emergency care. Telemedicine consultations are not a substitute for emergency veterinary services.
  • Emergencies: If your pet is experiencing a medical emergency—such as collapse, difficulty breathing, active seizures, uncontrolled bleeding, bloating, or suspected poisoning—you must contact an in-person veterinary clinic or emergency hospital immediately.
  • Triage Limitations: While we may offer limited triage advice during extended hours where available, we do not accept clinical responsibility for after-hours monitoring or emergency management unless specifically arranged in advance as part of ongoing care.
  • Professional Services & Alternative Therapies

We follow NZVA and VCNZ standards when discussing alternative or complementary therapies. Any such treatments recommended remotely will be evidence-based, with risks, benefits, and costs fully explained before proceeding, and only with your informed consent.

  • Consumer Protections & Complaints

Under the Fair Trading Act and VCNZ Code of Professional Conduct, you are entitled to truthful information and access to your clinical records. If dissatisfied, you may lodge a complaint with the Veterinary Council of New Zealand.

  • Changes to These Terms

We may amend these Terms at any time; changes become binding upon posting with an updated effective date. Continued use signifies acceptance.

  • Governing Law & Jurisdiction

These Terms are governed by New Zealand law. Any disputes fall under the jurisdiction of New Zealand courts.