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Petfirst Veterinary Terms and Conditions

Thank you for entrusting the care of your pet(s) and animals to Petfirst Veterinary (Veterinary Enterprises Group Limited). This document outlines the terms of the contract established between us (Petfirst Veterinary) and yourself (the registered animal owner or individual requesting veterinary services) which begins when you register your animal with our veterinary practice or when you ask us to provide veterinary services.


All fees and charges for Goods and Services can be made available at any time on request. Our fees are determined by the level of expertise, time spent and product and material costs. All Goods and Services are invoiced inclusive of GST, payable in New Zealand dollars.


Our veterinarians have a professional obligation to provide, or make provision for, out of hours emergency services for their registered clients. These services may be provided by a Petfirst Veterinary Clinic team member, or a rostered After Hours service.

Additional fees are applicable for out of hours call out services.


Prescriptions for RVMs are regulated. All RVMs require a prescription to be dispensed by a veterinarian. Your Petfirst Veterinary team will advise you on when a consultation is required in order to maintain any ongoing prescriptions. If we consider that administering any RVM would not be in the best interests of the health of your animal, we reserve the right not to prescribe or administer any drug or treatment.

RVMs require controlled environment handling. Please check the expiry date of any RVMs at the time you receive them. We cannot accept any unused RVMs for refund or credit.


Products may be returned within 14 days if they remain in a saleable condition, and include the receipt showing proof of purchase. Open bags of food can only be returned under a Supplier palatability guarantee.

If you have returned Goods to us, or if you have made a claim in writing to us in relation to the Goods or Services provided by your local Petfirst Veterinary Clinic, we may, at our discretion, repair or replace the Goods or re- perform the Services, or refund the amount of those Goods or Services to you.

We must have a reasonable opportunity to inspect the Goods, and shall not be obliged to accept the return of any Goods that require or may require managed storage conditions (such as RVMs).


We respectfully advise you that abuse and/or violence will not be tolerated. Our team are trained professionals and are dedicated to providing a high standard of care delivered at all times with courtesy and respect. In return, we expect you will treat our team with the same courtesy and respect.

We have a ZERO TOLERANCE approach to any of the following behaviour displayed towards our staff or other clients. This includes verbal abuse, emotional abuse, sexual abuse, racial abuse, aggressive and violent behaviour, threats, blackmailing, and use of profanity. Please note the above list is not an exhaustive outline of all forms of abuse and/or violence.

If you or anyone you bring with you to a Petfirst Veterinary Clinic or appointment, is abusive, aggressive, or violent towards our team and/or other clients attending the practice the police will be called and may result in you being removed as a registered client of the practice. Please note veterinary care will be withheld from clients who appear aggressive and abusive to staff members.


We collect personal information from you, including information about your: name, contact information, location, interactions with us, billing, and purchase information. We collect your personal information in order to provide you with veterinary Goods and Services. Besides our staff, we may share this information with any person who guarantees, provides insurance, or who provides any other credit support, in relation to your obligations to us. We collect this information as may be necessary or desirable to assess creditworthiness and to enable us to exercise any power or enforce or attempt to enforce any rights, remedies and powers under these Terms and Conditions. We will safeguard your personal information as governed by the Privacy Act 2020.

Providing some information is optional. If you choose not to share with us information to determine your creditworthiness, we may be unable to provide you with certain Goods or Services, and we may not be able to offer you any payment alternatives.

You have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. If you’d like to ask for a copy of your information, or to have it corrected, please contact us at your local Petfirst Clinic, or by mail: Veterinary Enterprises Group Limited, PO Box 83, Te Awamutu 3840.


We will collect information used in or arising from our provision of Goods or Services, and keep this information at Petfirst Veterinary clinics and in our online database. This may include prescription and surgical history, dietary plans, radiographs, and lab results. The ownership of all such records will remain with us at all times, as part of our complete and comprehensive records.

You may view and/or request a copy of your animal’s clinical records on request to Petfirst Veterinary. Reasonable charges may apply.

Wherever possible, written signed consent prior to any treatment and procedure will be obtained. Verbal only consent may be relied on in the instance of restricted access to our Clinics, based on Ministry of Health guidance.

In the event of an emergency, you authorise us to administer such treatment to alleviate pain and suffering as we deem appropriate prior to obtaining your consent.


Subject to the clause below, to the extent that we are liable for any reason for any loss suffered or liability incurred by you arising from any breach of these Terms and Conditions or for any other reason, such liability is limited to the amount charged by us for the relevant Goods and/or Service.

We shall not be liable to you for any consequential, indirect or special loss or damages suffered by you arising directly or indirectly from any breach of these Terms and Conditions by us or from any negligence or other act or omission by us.

If you acquire Services and/or Goods from us for the purposes of a business the parties acknowledge:

  1. For the purposes of section 5D of the Fair Trading Act 1986 that:
    1. the parties agree to contract out of sections 9, 12A, 13 and 14(1) of the Fair Trading Act 1986 with respect to these Terms and Conditions and any matters, information, representations or circumstances covered by these Terms and Conditions; and
    2. it is fair and reasonable that the parties are bound by this clause (a).
  2. For the purposes of section 43 of the Consumer Guarantees Act 1993:
    1. the parties agree that the provisions of the Consumer Guarantees Act 1993 do not apply; and
    2. it is fair and reasonable that the parties are bound by this clause (b).



We may contact you by phone, mail, email, or SMS. When you register with your local Petfirst Veterinary Clinic you can choose to receive treatment and annual vaccination reminders for your animal. While we make every effort to send out reminders for animal’s healthcare, these are provided as a complimentary service and the responsibility to keep them up to date remains with you. We accept no liability for any loss, damages or costs which may result from your failure to receive any reminder. You may elect to unsubscribe to communications for reminders and marketing material.


From time to time, we may vary any provision of these Terms and Conditions. Our latest version of Terms and Conditions are available on our website The amended Terms and Conditions shall be operative, and you shall be bound by them as from the date of their publication.


We ask that at all times you treat as confidential all non-public information (including prices) and material received from us, and that you do not publish, release, or disclose the same without our prior written consent.


Appointments, Bookings, & Cancellations Appointments and surgery bookings are made to ensure that our veterinarians and veterinary nurses have appropriate time scheduled with our clients and their pet(s) to address their health concerns.

Cancellations and no-show appointments have an impact on our veterinarians and other clients needing veterinary care. We understand that in some cases events can occur meaning your appointments may need to be cancelled or rescheduled. If you need to cancel or postpone your appointment, we would appreciate it if you could provide at least 24 hours’ notice. If you do not cancel within this period or fail to attend the appointment you may incur a late cancellation/no show charge.

Whilst emergency walk-in appointments are sometimes necessary, they can have an impact on our veterinary teams and the wait time for other clients requiring veterinary care. We strongly emphasise the importance of making an appointment and advise that walk-in appointments may incur additional costs.

It is also appropriate that the number of conditions presented in a standard 15-minute appointment be limited to two. This is to ensure that the consulting veterinarian has adequate time to discuss your pet’s health concerns. If you feel like your appointment will require longer or you wish to discuss more than two conditions, please advise reception when booking your appointment. An extended booking will be made to ensure that there is appropriate time scheduled (extra costs will apply). Appointments that run overtime may incur additional costs.


We will endeavour to provide an estimate as to the probable costs of a course of treatment or procedure before the treatment or procedure is undertaken.

Estimates are provided as an approximation only, and the final fee could vary from this estimate depending on several factors which include but are not limited to: complications that arise during treatment and the pet’s response to the treatment. A pet’s illness/ailment may not follow a typical course of treatment and sometimes unforeseen expenses may occur – we will inform you of any additional costs at our earliest opportunity dependent on your pet’s health and safety.

Home Visits

In most cases, your pet will receive better treatment if it is brought into the practice where we have the equipment, facilities, and staff necessary to treat them. However, there are some cases when it may be preferable to provide treatment at your home. We will endeavour to support these requests wherever possible but we ask that you call the practice so we can arrange this around other duties. There is an additional charge for a home visit. You will be provided with an estimate of fees when calling to book a visit and prepayment for the visit may be requested.

Petfirst Wellness

Petfirst Wellness is a Petfirst Veterinary initiative which offers an annual membership to participating clients, allowing them to access simple and affordable solutions to exceptional preventative healthcare for their pets. It is important to remember that Petfirst Wellness covers preventative healthcare only. Pet health insurance should also be considered as part of your pet's total healthcare requirements.

See full terms and conditions here.

Pet Health Insurance

Petfirst Veterinary strongly supports the principle of insuring your pet against unexpected illness or accidents. Unfortunately, we are unable to recommend a specific insurer and this choice falls you to select a product/level of cover you deem suitable. We are also unable to make comment on whether your insurance will cover your pet appropriately and you will have to make contact with your provider to validate the coverage.

It is your responsibility to settle our account and then reclaim the fees from your insurance provider. It may be possible for us to submit electronic claims on your behalf to some insurance providers. Please contact reception if you would like to know if your insurance has this capability.


VetEnt has been serving communities for over 40 years, and our nationwide team are passionate about the health and wellbeing of your pets. We’re excited to now bring you a collection of our recommended products to keep your pets happy and healthy. Our product range is backed by our veterinary healthcare teams, so you can shop in confidence for your fur friends.

See online store terms and conditions, including our return policy here.

See our privacy policy here.



We endeavour to provide our Services with skill, care, and diligence in a professional manner, and will consult with you on any changes we believe are necessary to our agreed Services. We hope to ensure you never have reason to complain about the standards of our Services. However, if you feel there is something you wish to provide feedback about, please contact the Clinic Coordinator at your local Petfirst Veterinary clinic.

Should you be dissatisfied with any Goods or Services provided to you, you may contact us by email at We aim to respond in writing within 14 days.


Payment is due at the time the Goods or Services are purchased or at the time of discharge from our care. Exceptions are only by prior arrangement.

You may pay using cash, bank transfer, or credit/debit card and third party payment options. Afterpay is available to pet parents in-clinic only.  Afterpay late fees, eligibility criteria and terms & conditions apply.  Visit for full terms.  We do not accept AMEX or Diners cards.

We may require you to pay a deposit, being an advance payment for the delivery of Services before we commence the Service.

If for any reason you are unable to settle your account as specified, we ask you to discuss the matter with a member of our team as soon as possible and before treatment takes place. Emergency treatment to alleviate pain and suffering will always be provided irrespective of a client’s ability to pay.

We have ethical considerations as a veterinary profession. However, under the Animal Welfare Act 1999, the owner or representative is responsible for the animal. Your inability to pay does not pass that responsibility to us.


If you are an organisation requiring ongoing Goods and/or Services, you can apply for a business account. Payment for the Goods and Services on business accounts is due on the 20th day of the month following the month of invoice.

Both parties agree that these terms and conditions constitute a security agreement for the purposes of the Personal Property Securities Act 1999 (PPSA) and a security interest is taken in all in Goods we supply to you as part of our Service. You agree not to grant any other security interest or any lien over Goods that we have a security interest in. At our request, you shall promptly sign any documents and do anything else required by us to ensure that security interest constitutes a first ranking perfected security interest in the Goods. You agree that at any time we may enter your premises and properties to uplift Goods that we have a security interest in. If Goods that we have a security interest in are processed, included or dealt with in any way causing them to become accessions, processed or commingled goods, our security interest will continue in the whole in which they are included.

If you or your company are intending to change your name or address, we require you to give us prior written notice so that we can keep your account and our financing statement up to date.

By setting up a charge account with us you waive any rights you may have under sections 114(1)(a), 116, 120(2), 121, 125, 126, 127, 129, 131, 133, and 134 of the PPSA. You waive the right to receive a copy of any verification statement in accordance with section 148 of the PPSA

The security interests created by these Terms and Conditions become enforceable if:

  1. you fail to pay any money owing on the due date;
  2. you sell, part with possession, or dispose of any Goods or do anything inconsistent with our ownership of the Goods prior to making payment in full;
  3. we believe you have committed or will commit an act of bankruptcy, have had or are about to have a receiver or liquidator appointed, or are declared insolvent;
  4. we believe the Goods are at risk, as that term is defined in the PPSA; or
  5. if you are otherwise in breach of your obligations under these Terms and Conditions.

If you cannot make payment on the due date, you will be in default and may be charged default interest. The default interest accrues on a daily basis, on the total amount outstanding from the due date to the date of payment in full. The default interest rate will be advised to you at the relevant time and will be based on our funding cost + 10%.

Unless we have agreed on an alternative payment plan, if payment is outstanding for 7 days from the due date, we may suspend delivery of the Goods or performance of the Service until payment is made in full. We reserve the right to cancel any agreed discounts for the Goods and Services already provided in the absence of payment in full by the due date.


Companion Animal means a dog, cat or other domesticated animal that provides companionship and/or assistance.

Goods means goods supplied by us to you and are described on the invoices, quotes, estimates or any other forms as provided by us (including, without limitation, any RVMs).

Services means all services supplied by us to you and includes any advice or recommendation (and where the context so permits shall include any supply of Goods as defined above).

We means your local Petfirst Veterinary Clinic operating under Veterinary Enterprises Group Limited, its successors and assigns or any person acting on behalf of and with the authority of Veterinary Enterprises Group Limited






From time-to-time Petfirst Veterinary runs various promotions and competitions in digital and clinic channels.  These Standard Promotion Terms and Conditions provide Participants with a base set of guidelines under which Promotions are held and by which entry is governed.  Please note that for specific promotions there may be specific terms and conditions.  If there is any inconsistency, those promotion-specific rules or terms and conditions apply.  These terms and conditions may change and be updated from time to time and Participants should check for regular updates and any specific competition terms and conditions.

For the purposes of these Standard Promotion Terms and Conditions:

“The Promoter” means VEGL and encompasses all subsidiaries and clinics (including Petfirst Veterinary).  The Promoter’s registered address is 49 Benson Road, Te Awamutu.

“Participant” or “Entrant” means a person who enters into or participates in a Promotion.  Participant and Entrant are used interchangeably throughout these Terms and Conditions.

Where the context requires or admits, words importing the singular shall include the plural and vice versa.

These conditions (“Terms and Conditions”) apply to all Petfirst Veterinary/VEGL promotions or competitions (collectively “the Promotion”) conducted by any of the following mediums (or combination of the same) – in-clinic, event, radio, television, print, electronic messaging, mobile phone apps, social media and internet. 

By entering the Promotion Participant is deemed to accept and agrees to be bound by these Terms and Conditions.

The Terms and Conditions may change and be updated from time to time and Participants should check for regular updates and any specific competition terms and conditions.

If a particular Promotion has specific rules or terms and conditions, those specific rules or terms and conditions (as applicable) apply.  If there is any inconsistency the specific rules trump these Terms and Conditions.

By submitting an application, entry form or submission (or similar), each Entrant warrants that all information submitted is true and correct.  Incomplete, ineligible or incomprehensible applications/entries will be deemed invalid.

The Promoter may refuse any application for entry in its sole discretion.  Unless otherwise stated in the specific terms and conditions for any Promotion any application or entry (as applicable) is limited to one (1) per person. 

No responsibility will be taken by the Promoter for lost or misdirected applications or entries.

The Participant shall be solely responsible for any costs involved in entering the Promotion.

Participation in any Promotion is open to all persons (unless excluded in specific terms and conditions) except employees of Petfirst Veterinary/VEGL, and immediate family members of such persons (including any spouse, child, defacto or any other family member residing at the same address as such person).

Participants aged under 18 years of age must (where the Promotion allows entry) obtain the consent of their parent or legal guardian to enter the Promotion.  These Terms and Conditions are deemed to bind the Participants and any parent or legal guardian who gives their consent (for Entrants aged under 18 years).

All Participants in any Promotion must be New Zealand residents and, in addition to the requirements of clause 15 below, proof of such residency status may be required before any prize is handed over to any Promotion winner.

The Promoter reserves the right in its sole discretion to disqualify any Entrant who the Promoter has reason to believe has breached any of these conditions or engaged in unlawful or improper misconduct calculated to jeopardise the fair and proper conduct of the Promotion.  No correspondence will be entered into in this respect.

The Promoter may run certain promotions where prizes may only be suitable for collection and ownership by the parent or legal guardian who gives their consent.  The Promoter may make this election at any time without prior notice.

Any prize draws will be conducted at a date and time to be determined by the Promoter.  No correspondence will be entered into regarding any prize draws or results of any competition.

All prizes must be taken as offered and are not transferable, refundable, exchangeable for cash or kind.

Prize Winner(s) will be contacted via the details provided at the time of registering/entering (or similar) within a reasonable time after the applicable prize draw.  The Promoter reserves the right to redraw the prize if it is unable to contact a winner after three attempts (within 10 days after the draw).  If the Entrant does not claim their prize within 10 days after the draw the prize will be forfeited. No correspondence will be entered into and special terms as regards notification and collection may be applied to particular Promotions at the Promoter’s sole discretion.

Where the winner of any Promotion is required to claim the prize in person proof of identity may be required (including confirming consent of an Entrant’s parent or legal guardian and the name, age and address of the parent or legal guardian that gave their consent, where an Entrant is under 18 years of age).  If the documentation required by the Promoter is not received within a reasonable time after request (to be determined by the Promoter at its sole discretion) then the entry of that Participant will be ineligible and deemed invalid.

If a prize is forfeited the Promoter may at its sole discretion redraw the relevant prize and repeat the prize process.

The Promoter, any participating sponsors, suppliers and their associated agencies and companies shall not be liable for any loss (including, without limitation, indirect or consequential loss), damage, personal injury or death which is suffered or sustained (including but not limited to that arising from any person’s negligence) in connection with their prize or the use of the applicable prize, except any liability that cannot be excluded by law (in which case that liability is limited to the minimum allowable by law).

The Promoter reserves the right at any time to cancel, terminate, modify or suspend the Promotion.  The Promoter will not be liable for the suspension or termination of the Promotion on any account whatsoever.

All applications/entry forms/submissions and any copyright subsisting in the same remains the property of the Promoter.

The Promoter collects personal information about a Participant to include a Participant in the Promotion and where appropriate award gifts and prizes. If the personal information requested is not provided, the Participant may not participate in the Promotion (at Promoter’s sole discretion).

By participating in the Promotion, the Participant also acknowledges and agrees that a further primary purpose for collection of a Participant’s personal information by the Promoter is to enable the Promoter to use the information to assist the Promoter in improving goods and services and to contact the Participant in the future with information on special offers or provide the Participant with marketing materials via any medium or any other communications channel whether existing now or in the future.

All personal information provided will be stored for the Promoter at the relevant clinic or such other place as notified to the Participant on request.  A Participant may gain access to, update, correct or request to remove any personal information by contacting the Promoter.  The Promoter respects privacy rights under the Privacy Act 1993 and is required to comply with the privacy principles in respect of collection of personal information from individuals.  Please click here to view our Privacy Policy.  Any enquiries regarding information held should in the first instance be directed to 49 Benson Road, Te Awamutu.

By partaking in the Promotion, all prize winners agree to participate in all promotional, public, or marketing activity requested by the Promoter and the use of the prize winner’s image or voice (including photograph, file and/or recording of the same) for an unlimited period of time without any notification, remuneration or compensation.

The Promoter may communicate or undertake promotions on social media platforms.  Entrants participating in these promotions accept Facebook’s/Instagram’s terms and conditions of use which includes for the avoidance of all doubt a complete release of Facebook/Instagram by each Participant.

If a Promotion involves the Participant submitting and or sending materials, to include but not limited to comments, recordings and images (“Content”) the Participant, unless the Promoter advises otherwise, licences and grants the Promoter, its affiliates and sub-licensees a non-exclusive, royalty-free perpetual, worldwide, irrevocable, and sub-licensable right to use, reproduce, modify, adapt, publish and display such Content for any purpose in any media, without compensation, restriction on use, attribution or liability.  Participants agree not to assert any moral rights in relation to such use and warrant that they have the full authority to grant these rights.

Participants agree that they are fully responsible for the Content they submit.  The Promoter shall not be liable in any way for such Content to the full extent permitted by law.  The Promoter may remove any Content without notice for any reason whatsoever.  Participants warrant and agree that:

  • They will not submit any Content that is unlawful or fraudulent, or that the Promoter may deem in breach of any intellectual property, privacy, publicity or other rights, defamatory, obscene, derogatory, pornographic, sexually inappropriate, violent, abusive, harassing, threatening, objectionable with respect to race, religion, origin or gender, not suitable for children aged under 13, or otherwise unsuitable for publication;

  • They will obtain prior consent from any person or property that appears in their Content;

  • They own the intellectual property in the Content or if the Content is not fully owned that they will obtain full prior consent from any person who has jointly created or has any rights in the Content, to the uses and terms herein before submitting the Content;

  • Their Content shall not contain viruses or cause injury or harm to any person or entity;  and

  • They will comply with all applicable laws and regulations, including without limitation, those governing copyrights, content, defamation, privacy, publicity and the access or use of others’ computer or communication systems.

Without limiting any other terms herein, the Participant agrees to indemnify the Promoter for any breach of this clause.

In the case of product and service discounts (whether Petfirst Veterinary/VEGL or partner/supplier sourced), only one discount can be applied – no further discounts or offers apply.

Petfirst Wellness members will have the highest available discount applied, but only a single discount (either Petfirst Wellness or Promotion offer) may be applied.

Discounts may apply to ‘in-clinic only’, ‘online only’ or ‘in-clinic and online’ as stated in the specific conditions of the offer.

Discounts will not be honoured beyond the stated discount period of the offer and are available while stocks last. The Promoter reserves the right to vary or discontinue the discount at any time.

Entrants participating in promotions via Social Media channels accept Facebook’s/ Instagram’s terms and conditions of use which includes for the avoidance of all doubt a complete release of Facebook/Instagram by each Participant.

The Promoter’s social media pages and posts are a place for pet parents, to find information, find out about promotions and participate in discussion and competitions.  Comments and posts should be respectful, supportive of your own and others’ privacy and on-topic.  The Promoter reserves the right to remove inappropriate content and exclude those who cannot adhere to community guidelines.

The Terms and Conditions are governed by and construed in accordance with the laws of New Zealand and the parties agree to submit to the exclusive jurisdiction of the Courts of New Zealand.

Entry into any Promotion and use of Petfirst Veterinary and other VEGL websites is deemed acceptance of these Terms and Conditions. In the event of any dispute or need for clarification as regards the Terms and Conditions, the Promoter’s decision is final, and no correspondence will be entered into.  The Promoter’s decision in relation to all other aspects of the Promotion is also final and no correspondence will be entered into.

Questions about Terms and Conditions should be sent to us at: or
Veterinary Enterprises Group Limited
49 Benson Road, Te Awamutu 3800
PO Box 83, Te Awamutu 3840
Ph 07 872 0248