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My Companion Mobile Vet

Terms and Conditions

TERMS FOR PET SERVICES

 

Last updated 03 December 2025

 

Welcome to My Companion Mobile Vet (“we”, “us”, “our”). We provide mobile veterinary services for in-home consultations and in-home end-of-life care for pets. By booking a service with us through our Website, phone, or other means, you (“client”, “you”, “your”) agree to these terms of service (“Terms”) as well as any and all general terms and conditions and our Privacy Policy posted on our Website from time to time.

 

 

DEFINITIONS

“Fees” means our fees for Services as quoted based on the Services to be provided.

 

“Service Request” means the request submitted by you via the form on our Website, which includes your details, your pet’s information, the specific Services you require, and your preferred date for the appointment.

 

“Services” includes any of our veterinary services such as in-home consultations, vaccinations, palliative care, quality of life assessments, non-urgent surgeries, dentistry, in-home euthanasia, and any other veterinary or pet care services offered by us from time to time.

 

“Website” means www.mycompanionvet.com.au

 

“We”, “our” and “us” means My Companion Mobile Vet (ACN 655 424 614) and includes all directors, employees, contractors and affiliates.

 

“You” means the person who books and/or engages our Services and by doing so, agrees to these Terms.

 

HOW IT WORKS

 

We provide compassionate and professional in-home veterinary Services to ensure the health and comfort of your pet. Our Services include consultations for vaccinations, routine check-ups, quality of life assessments, palliative care, and in-home euthanasia.

To get started, simply provide us with a Service Request via the form on our Website. The request should include your details, your pet’s information, the Services you require, and your preferred date for the appointment. Once we receive your request, we will contact you to confirm the booking and discuss any specific requirements you or your pet may have.

 

SERVICES

 

By engaging us and submitting a Service Request, you authorise us to provide the selected Services as outlined in that request.

You acknowledge that the specific Services to be provided will be determined based on your Service Request, and any additional Services or treatments required during the appointment will be discussed and agreed upon before being provided. By proceeding with the booking, you authorise us to perform the Services set out in your Service Request, as well as any other Services agreed upon during the appointment that are necessary for the care and welfare of your pet.

 

 

GENERAL PET OWNER AGREEMENT

 

To be eligible to use our Services and to be able to provide the best service possible for you and your pet, we ask that you agree to the below terms.

You confirm and warrant that:

 

  • If applicable, your pet’s vaccinations and microchipping are up-to-date in accordance with local regulations, except in cases where euthanasia is being considered due to terminal illness or injury;
  • For non-euthanasia Services, your pet has a collar with appropriate ID and council registration tags, and is restrained or handled properly, if relevant. For euthanasia Services, we will discuss any special handling requirements based on your pet’s condition prior to the appointment;
  • Your pet is not declared dangerous, aggressive, or vicious unless disclosed to us in advance. For euthanasia Services, you confirm that your pet has been assessed as requiring this service in accordance with the advice of our veterinarian;
  • In the unlikely event we receive, on your behalf, any fine, penalty, or other notice as a result of your pet’s non-compliance with local regulatory requirements, you agree to indemnify us for these costs;
  • All the information you provide about your pet and premises is true, correct and up to date, including your pet’s medical history, behaviour and routines, and you will immediately notify us of any changes to that information;
  • You have disclosed any specific circumstances that may affect our ability to safely access your home or provide Services, such as aggressive pets or hazardous conditions. If the Services require sedation, you have provided accurate information to allow us to prepare adequately; and
  • If the Services are being provided at your home, you will ensure that the location is accessible and safe for us to provide the Services, and you will provide a safe work environment for us to provide our Services.

You acknowledge and agree:

 

  • We will at all times, provide the Services and comply with all relevant statutes and regulations including local council regulations, the Queensland Animal Care and Protection Act 2001 (Qld), Animal Care and Protection Regulation 2012, the Veterinary Surgeons Act 1936 (Qld) and any applicable industry standards and guidelines;
  • If we are unable to perform the Services at the scheduled time due to any reason caused by you, an additional fee will be charged for the second visit;
  • We will take all reasonable care to ensure that your pet is handled with compassion and care during our visit. However, except in cases of negligence, malicious damage, or other liabilities that cannot be excluded under Australian law, we are not responsible for any damage to your property, including but not limited to any damage caused by your pet during or after our visit, or for any issues arising from our presence at your premises while performing the Services; and
  • Any additional food, medications, treatments, or other services required in order to provide our Services, and any associated costs will be an additional charge for which you agree to reimburse us.
 

PAYMENT AND FEES

 

By engaging us to provide our Services, you agree to pay the Fees as described on our website or as communicated to you during the booking process. Fees for in-home consultations, in-home euthanasia, and any additional Services, such as medications or aftercare, are clearly outlined at the time of booking.

 

We require full payment at the time of booking for both in-home consultations and in-home euthanasia Services. Payment can be made via our online scheduling and payment platform or over the phone. For consultations, any additional costs for medications or Services provided during the appointment will be charged separately and must be paid at the time of the visit.

 

For in-home euthanasia, we may contact you prior to the appointment to discuss aftercare options. Any additional charges for aftercare must be paid before the appointment.

 

In certain cases, if arranged in advance, cash payments can be accepted at the time of the appointment.

All Fees are non-refundable, except as required by the Australian Consumer Law or in accordance with our cancellation policy. By booking our Services, you agree to pay all applicable Fees, including any additional charges incurred during or after the appointment.

 

 

CANCELLATION

 

If you wish to cancel or reschedule your booking, you must provide at least one hour’s notice before the scheduled appointment. Cancellations made less than one hour before the appointment, or if you are not home or unavailable at the time of the appointment, will result in no refund, and the full Fee for the Service will be charged.

 

Cancellation Policy for Standard Consultations

 

We understand that plans can change. To help cover transaction and administrative costs, a 2.5% cancellation fee applies for any cancellations made one hour or more before your scheduled appointment.

 

 

Cancellation Policy for Euthanasia Appointments

 

We understand that circumstances can change unexpectedly, and we aim to be as supportive as possible during difficult times. However, because we reserve extended time and travel for each euthanasia appointment, a late cancellation means we’re unable to offer that time to another family in need.

  • Cancellations within 4 hours of your appointment: $199 fee

  • Cancellations within 1 hour of your appointment: Full appointment fee

These fees help cover the dedicated time and travel we set aside specifically for your visit, which cannot be reallocated at short notice.

Under the Australian Consumer Law, you may have certain rights to a refund in cases where our Services do not meet your expectations due to failure on our part, negligence, or other factors that cannot be excluded under the law. This policy does not intend to limit or replace any rights you have under Australian Consumer Law.

RESCHEDULING

 

If we are unable to perform the Services at the scheduled time due to any reason caused by you, including but not limited to lack of access to the appointment location, your unavailability, the pet not being ready or available, or any other circumstance within your control, you will be charged the Fees for the current appointment and an additional Fee may be charged for any subsequent visits or rescheduling required.

This includes situations where:

 

  • You or another authorised person are not present at the time of the appointment;
  • Your pet is not prepared or available for treatment (for example, not properly restrained, sedated, or ready for the procedure as previously discussed);
  • Any other situation caused by you that prevents us from providing the Services.

If a second visit is required, you will be responsible for any additional Fees associated with the rescheduling of the appointment.

In the unlikely event that we need to reschedule the appointment due to circumstances within our control, you will not be charged any additional fees for the rescheduled visit.

 

SERVICES WE PROVIDE, AND SERVICES WE REFER TO OTHER PROVIDERS

 

We provide veterinary care for non-emergency and non-urgent cases, including routine check-ups, vaccinations, skin, ear, and eye assessments, quality of life evaluations, and palliative care. We also offer in-home euthanasia Services.

If your pet is experiencing an emergency or requires urgent medical attention, we are not equipped to provide such care. In these instances, we recommend you contact your local veterinary clinic or an emergency care centre for immediate assistance. We will provide you with a referral where possible.

 

We do not accept liability for delays or errors in diagnosis or treatment that result from an inappropriate booking by you.

For operations and procedures requiring anesthetic or heavy sedation, we work with a trusted partner clinic. These services are not available for booking through our Website and are only offered to clients who have previously been seen by us. If your pet requires more extensive care or surgical procedures, we will refer you to the partner clinic where appropriate, and any arrangements for these services will be made directly with the clinic.

We may also refer you to specialists for behaviour issues, dental care, or other complex needs that cannot be addressed during our routine in-home visits. Any referrals made are based on our assessment of your pet’s condition, and it is your responsibility to follow through with the recommended treatment plan with the referred clinic or specialist.

 

Any referral to another veterinary clinic, emergency centre, specialist, business or other provider is given solely as a suggestion. These referrals are not an endorsement, and we make no guarantees or representations regarding the quality or suitability of the referred provider’s services. You agree that any services provided by a third-party provider are at your own risk, and we are not responsible for any issues, damages, or dissatisfaction that may arise from their services. It is your responsibility to make your own choice about which other provider(s) to engage.

 

OUR RIGHT TO REFUSE

 

We reserve the right to refuse to perform euthanasia Services if, in our professional opinion or the opinion of the attending veterinarian, the pet is found to be in sound health or if euthanasia is deemed unnecessary or inappropriate. We assess each request for euthanasia on a case-by-case basis, and the decision will be made following a discussion with you and an evaluation of your pet’s condition.

Different veterinarians may have varying criteria and approaches regarding euthanasia. We will work with you to ensure that these factors are considered prior to confirming any euthanasia appointment. If we determine that euthanasia is not suitable, we will discuss alternative options for the care and welfare of your pet.

 

 

YOUR WARRANTIES

 

By engaging us for veterinary Services, you warrant and represent that:

  • You are the legal owner of the pet, or you have the full legal authority to make decisions regarding the pet’s care and treatment, including but not limited to authorising euthanasia.
  • You have consulted with, and obtained consent from, all other individuals or parties who may have an ownership interest or legal rights in relation to the pet.
  • No other person or entity has any claim, ownership interest, or rights to the pet that would conflict with your authority to make decisions about the pet’s care.
  • You have carefully considered your decision, particularly regarding euthanasia, and fully understand that such a decision is irreversible once the procedure has commenced.
  • You acknowledge and accept that euthanasia will end your pet’s life and that this decision has been made with full understanding of its consequences.

You agree to indemnify and hold us harmless from any claims, disputes, damages, or liabilities that may arise if another individual or entity claims ownership of the pet, asserts that you were not authorised to make decisions regarding the pet, or challenges the actions taken in relation to the pet under your instruction.

 

 

PRESENCE AT EUTHANASIA APPOINTMENTS

 

We place no restrictions on who may be present during an in-home euthanasia appointment. We recommend that family members, including children, be given the option to be present if they choose. However, the decision is ultimately up to the family, and we encourage you to discuss this in advance to ensure the emotional wellbeing of all involved.

 

HANDLING OF PETS DURING APPOINTMENTS

 

You are responsible for ensuring your pet is handled in a safe and controlled manner during our visit. If a pet is overly boisterous or disruptive, we may recommend that it either be safely restrained or removed from the area, especially during sensitive procedures such as euthanasia. For dangerous or aggressive pets, we may require a pre-visit to administer sedation to ensure the safety of all involved.

 

DANGEROUS PETS

 

If your pet is known to be aggressive, dangerous, or difficult to handle, you must inform us prior to the appointment. We will discuss handling options and expectations with you before the visit. In cases where a pet is too dangerous for safe handling, we may only be able to offer distance examinations, calmative medication, or a referral to a specialist, such as a behavioural veterinarian.

Failure to disclose a pet’s dangerous nature may result in our veterinarian being unable to complete the appointment. In such cases, the attending veterinarian reserves the right to leave the premises and you may forfeit any Fees you have paid (unless otherwise required by law). Not all veterinarians are equipped to handle aggressive or dangerous pets, and specific medications may not be available without prior notice.

 

YOUR CONDUCT

 

We prioritise the safety and wellbeing of our staff and your pet. If, at any point during the visit, our staff feel threatened, unsafe, or subjected to abusive behaviour from you or anyone present, they reserve the right to stop the appointment and leave the premises. You are expected to provide a respectful and safe environment for our staff and your pet.

 

 

DISCLAIMER FOR CHANGE OF MIND, PAIN AND SUFFERING AND DISTRESS

 

By engaging us for euthanasia or other veterinary Services, you acknowledge and agree that once the euthanasia procedure has commenced, it cannot be reversed. We are not liable for any distress, regret, or change of mind after the procedure has begun.

You also acknowledge that while we strive to minimise any discomfort, pain, or suffering experienced by your pet during the provision of our Services, there is always an inherent risk associated with veterinary procedures. We cannot guarantee that your pet will be free from pain or suffering at all times, particularly in cases involving end-of-life care or complex medical conditions.

Additionally, you understand that the nature of our Services, particularly euthanasia, can cause emotional distress to you, your family, or anyone present. While we will provide compassionate care to your pet and support to you during the process, we are not counsellors or mental health professionals. We are not responsible for offering emotional or psychological support beyond the scope of our veterinary Services, nor are we liable for any emotional distress experienced by you or your family as a result of the procedure.

You agree to indemnify and hold us harmless from any claims, damages, or liabilities arising from your change of mind after a procedure has commenced, or from any pain or suffering experienced by your pet, or emotional distress experienced by you or your family, except in cases where we are found to have acted negligently or in breach of our obligations under Australian law.

 

 

LIABILITY

 

Our liability is governed by the Australian Consumer Law (ACL), including any consumer guarantees provided by the ACL that cannot be excluded or modified.  All other conditions and warranties which may be implied by custom, or statute are expressly excluded by these Terms.

You agree, in engaging our Services, to indemnify and hold us and any of our representatives harmless from and against any and all claims, liabilities, actions and expenses which may result either directly or indirectly from your breach of these Terms, participation in the Services or in connection with any part of the Services. This includes but is not limited to, any personal injuries, property loss or damage, death, or losses that occur as a result of your failure to provide safe conditions or properly restrain or handle your pet.

In any case, our liability to you is limited at all times to the amount of Fees paid by you to us for the last Service.

Our failure to exercise or enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

 

INFORMATION ON OUR WEBSITE

 

Any information, articles, or recommendations provided on our Website are for general informational purposes only and should not be considered professional veterinary advice. While we aim to provide accurate and up-to-date information, we make no representations or warranties about the completeness, accuracy, reliability, or suitability of the information provided.

You acknowledge that using the information on our Website is at your own risk, and it is not a substitute for seeking direct veterinary advice, diagnosis, or treatment for your pet. We are not responsible for any actions you take or decisions you make based on the information provided on our Website.

For specific advice regarding your pet’s health or welfare, please contact us directly or consult with a licensed veterinarian.

 

 

VARIATION TO TERMS AND THE GOVERNING LAW

 

These terms state the agreement of the parties for the Services. These Terms may not be modified or amended except in writing agreed by both parties.

These Terms are governed by the laws from time to time in force in the state of Queensland. Both parties agree to unconditionally submit to the non-exclusive jurisdiction of the Courts of Queensland for determining any dispute concerning these Terms.

 

CONTACT US

 

For any queries or concerns regarding these terms, please contact us at: info@mycompanionvet.com.au.