Terms & Conditions

Effective Date: 1st July 2025

By booking an appointment with Heal Holistic Veterinary Care, you agree to the following Terms and Conditions.

1. Payment terms

All consultations must be paid in full prior to the appointment. Payment can be made either:

  • Via the online booking portal (Acuity), or

  • By direct bank transfer to:
    Heal Veterinary Limited
    BNZ: 02-1245-0910541-001

2. Appointment availability

  • In-person consultations are available Wednesdays and Fridays only, at:
    VetsOne, 500 Maraekakaho Road, Hastings.

  • Telemedicine appointments are available New Zealand-wide via Zoom.

3. Telemedicine appointments

  • Clients are responsible for choosing a time and location where internet connection is reliable and distractions are minimal.

  • If internet issues occur, please contact us immediately via email or phone. We are happy to reschedule where communication is made.

  • If no contact is received and you do not attend, the appointment will be considered a no-show.

  • Appointments are not recorded, and no video/audio files will be stored.

  • A formal disclaimer regarding the scope and limitations of telemedicine is currently under review by the Veterinary Council of New Zealand and will be updated in due course.

4. Scope of service / referral model

Heal Holistic Veterinary Care operates on a referral basis and provides services designed to complement — not replace — your GP veterinarian’s care.

  • All clients must have a current GP veterinarian, with a recent clinical history. This will be requested prior to (or at the time of) consultation via our consent form.

  • A treatment plan summary will be shared with your regular veterinarian after the consultation.

  • For urgent or emergency veterinary care, please contact your regular GP vet immediately.

5. Cancellations, rescheduling & no-shows

We understand that schedules can change. However, as a small, appointment-based service, we ask for your consideration and advance notice.

  • Cancellations/reschedules must be made at least 24 hours in advance (one full working day).

  • Cancellations with less than 24 hours’ notice will be charged 50% of the consultation fee.

  • No-shows will be charged 100% of the consultation fee.

  • If you are running late, please let us know before your scheduled start time.

    • Clients arriving more than 15 minutes late may be asked to reschedule, and fees may apply.

6. Post-consult communication

  • Basic follow-up support is provided where appropriate.

  • If further advice, next steps in a treatment plan, or review of new symptoms is required, a follow-up consultation will be necessary.

  • This is assessed on a case-by-case basis.

  • Email is the preferred method of communication.

  • Heal is available during business hours only, though time-sensitive matters may occasionally be handled outside of these hours.

If you have any questions about these Terms & Conditions, please contact us at connect@healveterinary.co.nz