Payment Policy

Our goal is to serve you and your pet in every way possible. This includes ensuring your specialist team provides the level of care that fits within your budget. It is important that your financial commitment and responsibilities are made clear before treatment begins.

If your pet has been admitted into our Internal Medicine Department’s care for an extended stay, and will be with us over the weekend, we do require ongoing settlement of accounts every Friday.

With the sole exception of the above, payment in full is required when your pet leaves the hospital.

Accepted Forms of Payment

We accept Eftpos, Visa, Mastercard, American Express and VetCare Finance. If you are wanting to use VetCare Finance, please discuss this at the time of your initial consultation with your specialist.

Pet Insurance Claims

If you are planning to make a claim through your pet insurance provider, and you need a section of the claim form completed by your specialist, please complete all other sections and submit the form to our Reception desk together with full copies of all paid invoices and the specialist report. We are happy to send these straight to your insurance provider if you wish.

Scheduled Appointment Policy

Late Arrivals

While we understand that delays may happen, if you do arrive late please be aware that we believe we have an obligation and responsibility to do our best to service clients and patients who are here for their appointments on time. We strongly encourage all of our clients to arrive at least 10 minutes early for scheduled appointments if possible, as we do have administrative paperwork that will need to be completed, especially if you are a new client or have a new pet.


In the event that you need to cancel a scheduled imaging procedure we ask that you advise us before 11am of the day before the appointment.

We now charge a non-refundable deposit of $500 for Magnetic Resonance Imaging scans (MRI) which reflects the cancellation fee that we incur if our external provider is not given enough notice.

We thank you in advance for abiding by these policies which help keep our clients, staff, and patients on schedule and safe.